Job summary Lead and manage the day-to-day running of the reception team, including front of house, phone handling and all relevant administrative functions; across all our main site at Linton, as well as our two branch sites Loose and Headcorn. There will be close liaison with the Operations Manager and all members of the reception team, to ensure an efficient quality of service is achieved and provided to all patients. Main duties of the job Main Responsibilities: Strive to offer patients the best possible overall service. Ensure adequate staffing levels, manage leave requests and team rotas in line with agreed policy. Ensure pastoral care is in place for all reception team members, reporting any issues to when appropriate. Motivate and support the receptionist to enable them to work to the best of their ability, proactively identify training and review programs for all areas. Communicate effectively with individuals, teams and organisations internally and external to the practice to ensure an efficient service. Use and manage systems and adhere to procedures within the scope of the role. To proactively monitor and assist in achieving the required targets within the Quality and Outcomes Framework. Complete return to work forms, carry out staff appraisals and ensure all mandatory training is completed upon set deadlines. Assisting/dealing with patient complaints. Such as helping a patient with their query at the front desk, over the phone or via email. Also, carry out appropriate complaint investigations when required from the Operations Manager. Regularly review the DNA process, providing appropriate follow up and actions for patients About us Greensand Health Centre is a newly formed PCN consisting of three branch sites: Linton, Loose, and Headcorn. We are a friendly, supportive team who are looking to expand services that we offer to patients. We have a strong commitment to a happy, sensible work-life balance and place value on a healthy, strong team. We aim to provide the highest standards of medical care within a friendly setting. Built within primary care, for primary care, Athena works with local GPs and their practices to champion investment in and deliver effective primary care at scale. By connecting in this way, we are stronger, more resilient, and can care effectively for over 25,000 local people together. Date posted 20 March 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Full-time Reference number A5480-25-0002 Job locations Greensand Health Centre Heath Road Linton Maidstone Kent ME17 4NU Headcorn Surgery The Hardwicks Headcorn Ashford Kent TN27 9AA Greensand Health Centre 1 Boughton Lane Maidstone Kent ME15 9QJ Job description Job responsibilities Job responsibilities: Patient Care: Make appropriate appointments for patients to see or speak to clinicians using the practices appointment system and Which Clinician list as the prioritisation tool. Actively encourage signposting, care navigation and usage of online services available. Ensure that patients are dealt with compassionately and empathetically. Ensure that telephone calls are dealt with efficiently and expediently, and that regular monitoring is in place. Ensure that all tasks and emails are dealt with and completed on a daily basis. Effectively deal with any operations team members escalated patient concerns or queries where appropriate. Ensure knowledge of and adherence to Practice Complaints Policy. Ensure communication systems are running smoothly, and that clinicians, administrators and management are kept fully informed of changes in procedures. Proactively monitor and assist in achieving the required targets within the Quality and Outcomes Framework; using the practices Clinical Management Plan templates and diary dates to effectively contact the patient to arrange the required treatment and recording of planned/arranged treatment. Regularly monitor and review operation team processes and systems to ensure that they are continuing to work effectively and proficiently. HR: Assist the Operations Manager with recruitment of reception team staff. Induct, mentor and train newly-appointed reception/triage team members and ensure that objectives are achieved by agreed deadlines. Efficiently report reception sickness to the HR lead, encouraging staff members to follow appropriate protocols during any sickness absence. Effectively manage reception team members under-performance and ensure adherence to practice policies. Manage sickness absence: carry out return to work interviews and monitoring, reporting to the HR lead and Operations Manager as appropriate. IT: Be conversant with all systems required for the role, rectifying issues and escalating issues as necessary. Manage appointment cancellations and queries from the appropriate IT platform. Ensure that online requests are actioned in a timely manner. General: Continually assess and evaluate systems, recommending changes and improvements to the Operations Manager. Overview appointments, ensuring that these are being booked appropriately and that wasted appointments are reduced or eliminated. Assist the Operations Manager and Practice Manager in meeting financial targets, e.g. QoF and enhanced services. Job description Job responsibilities Job responsibilities: Patient Care: Make appropriate appointments for patients to see or speak to clinicians using the practices appointment system and Which Clinician list as the prioritisation tool. Actively encourage signposting, care navigation and usage of online services available. Ensure that patients are dealt with compassionately and empathetically. Ensure that telephone calls are dealt with efficiently and expediently, and that regular monitoring is in place. Ensure that all tasks and emails are dealt with and completed on a daily basis. Effectively deal with any operations team members escalated patient concerns or queries where appropriate. Ensure knowledge of and adherence to Practice Complaints Policy. Ensure communication systems are running smoothly, and that clinicians, administrators and management are kept fully informed of changes in procedures. Proactively monitor and assist in achieving the required targets within the Quality and Outcomes Framework; using the practices Clinical Management Plan templates and diary dates to effectively contact the patient to arrange the required treatment and recording of planned/arranged treatment. Regularly monitor and review operation team processes and systems to ensure that they are continuing to work effectively and proficiently. HR: Assist the Operations Manager with recruitment of reception team staff. Induct, mentor and train newly-appointed reception/triage team members and ensure that objectives are achieved by agreed deadlines. Efficiently report reception sickness to the HR lead, encouraging staff members to follow appropriate protocols during any sickness absence. Effectively manage reception team members under-performance and ensure adherence to practice policies. Manage sickness absence: carry out return to work interviews and monitoring, reporting to the HR lead and Operations Manager as appropriate. IT: Be conversant with all systems required for the role, rectifying issues and escalating issues as necessary. Manage appointment cancellations and queries from the appropriate IT platform. Ensure that online requests are actioned in a timely manner. General: Continually assess and evaluate systems, recommending changes and improvements to the Operations Manager. Overview appointments, ensuring that these are being booked appropriately and that wasted appointments are reduced or eliminated. Assist the Operations Manager and Practice Manager in meeting financial targets, e.g. QoF and enhanced services. Person Specification Qualifications Essential GCSE grade A to C in English and Maths Experience Essential Experience working as a receptionist Desirable Experience of working in a GP practice Experience of working in management/team lead role Person Specification Qualifications Essential GCSE grade A to C in English and Maths Experience Essential Experience working as a receptionist Desirable Experience of working in a GP practice Experience of working in management/team lead role Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Employer details Employer name Headcorn Surgery Address Greensand Health Centre Heath Road Linton Maidstone Kent ME17 4NU Employer's website https://www.headcornsurgery.co.uk/ (Opens in a new tab)