• Job Description

  Req#: A0676-25-0018?language=en&page=521&sort=publicationDateDesc

  Job summary

  Lea Vale Medical Group have an exciting opportunity for a Lead Receptionist to join us.

  We are a CQC outstanding rated practice who believes in delivering high quality primary care services through effective teamwork and constant learning.

  We are looking for staff who share the same teamworking ethics to join our team.

  We learn from the past but are always looking to the future. This is true for when we look for new staff as well, your skills and experience will be what make you suitable for this role but we are more interested in your ideas for the future! How you want to develop yourself and how that will improve our practice and the service we offer to our patients.

  Main duties of the job

  The Lead Receptionist plays a vital role in the delivery of high-quality patient services by overseeing daily reception operations and supporting the reception team to deliver a professional, efficient, and patient-centred service. This role also includes a temporary leadership component, covering the responsibilities of the Branch Team Leader during their maternity leave. During this period, the postholder will take on additional duties such as supervising the wider branch team, managing day-to-day site operations, and acting as the first point of contact for operational queries at the branch site.

  The role will be based at our Oliver Street branch. However, the successful applicant will rotate to our Luton branches at least once a month to ensure alignment across locations.

  About us

  We are a 10 partner practice located in Luton and Ampthill, across 4 sites, serving the needs of around 45,000 patients.

  We are looking for staff who share the same teamworking ethics to join our team. The successful candidate will be joining an innovative and proactive practice.

  We work with people to understand what being safe means to them as well as with our partners on the best way to achieve this. We concentrate on improving people's lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. We make sure we share concerns quickly and appropriately.

  We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

  Details

  Date posted

  25 July 2025

  Pay scheme

  Other

  Salary

  Depending on experience Equivalent to Band 5 - AFC depending on experience

  Contract

  Permanent

  Working pattern

  Full-time, Part-time

  Reference number

  A0676-25-0018

  Job locations

  Oliver Street Surgery

  57 Oliver Street

  Ampthill

  Bedfordshire

  MK45 2SB

  
  

  Lea Vale Medical Group

  311 Whipperley Ring

  Luton

  LU1 5QY

  
  

  Bushmead Medical Centre

  131 Bushmead Road

  Luton

  LU2 7YT

  
  

  Lea Vale Medical Group

  9 Mersey Place

  Luton

  LU1 1HH

  
  

  Job description

  Job responsibilities

  Reception and administration staff management

  • The success of our practice is down to our amazing workforce. Every single new member of staff recruited must share our visions and values, these must then be fostered and developed whilst in our employment. It will be the role of the Lead Receptionist to support staff with development plans progression objectives.
  • Work in collaboration with senior staff to ensure workflow processes are safe and robust
  • Prepare all administrative rotas to ensure all workflow covered throughout the week

  Patient appointments and advice (navigation)

  • Management of our Klinik online consultation system, ensuring patient queries are appropriately navigated with relevant appointments or advice provided
  • Training staff on the above
  • Be available to answer patient calls when required
  • Be available to cover front desk when required

  Temporary Branch Team Leader Cover

  • Act as the operational lead at the branch site during the Branch Team Leaders maternity leave.
  • Ensure smooth running of reception and administrative functions at the branch.
  • Support the clinical team by coordinating with nursing and GP staff regarding room availability, urgent queries, and appointment scheduling.
  • Overall responsibility for ensuring all clinical rotas are on the system 6 weeks in advance
  • Overall responsibility for ensuring the practice absence software is kept up to date and matches the clinical system
  • Report branch issues to the Practice Manager and escalate concerns appropriately
  • Maintain effective communication between sites to ensure continuity of service.
  • Disseminate updates and operational changes to team members clearly and in a timely manner.

  First line patient communication

  • Support staff with any patient complaints on-site, positively educating patients on how and why practice systems work

  Premises management

  • On-site responsibility for dealing with staff raised issues about premises
  • Risk assessments and annual premises related checks

  Systems and Administration

  • Proficient use of clinical and admin systems -SystmOne
  • Monitor and maintain reception inboxes and task lists
  • Assist with patient registrations, record updates, and information requests
  • Support with handling complaints or patient concerns as a first-line responder.

  Job description

  Job responsibilities

  Reception and administration staff management

  • The success of our practice is down to our amazing workforce. Every single new member of staff recruited must share our visions and values, these must then be fostered and developed whilst in our employment. It will be the role of the Lead Receptionist to support staff with development plans progression objectives.
  • Work in collaboration with senior staff to ensure workflow processes are safe and robust
  • Prepare all administrative rotas to ensure all workflow covered throughout the week

  Patient appointments and advice (navigation)

  • Management of our Klinik online consultation system, ensuring patient queries are appropriately navigated with relevant appointments or advice provided
  • Training staff on the above
  • Be available to answer patient calls when required
  • Be available to cover front desk when required

  Temporary Branch Team Leader Cover

  • Act as the operational lead at the branch site during the Branch Team Leaders maternity leave.
  • Ensure smooth running of reception and administrative functions at the branch.
  • Support the clinical team by coordinating with nursing and GP staff regarding room availability, urgent queries, and appointment scheduling.
  • Overall responsibility for ensuring all clinical rotas are on the system 6 weeks in advance
  • Overall responsibility for ensuring the practice absence software is kept up to date and matches the clinical system
  • Report branch issues to the Practice Manager and escalate concerns appropriately
  • Maintain effective communication between sites to ensure continuity of service.
  • Disseminate updates and operational changes to team members clearly and in a timely manner.

  First line patient communication

  • Support staff with any patient complaints on-site, positively educating patients on how and why practice systems work

  Premises management

  • On-site responsibility for dealing with staff raised issues about premises
  • Risk assessments and annual premises related checks

  Systems and Administration

  • Proficient use of clinical and admin systems -SystmOne
  • Monitor and maintain reception inboxes and task lists
  • Assist with patient registrations, record updates, and information requests
  • Support with handling complaints or patient concerns as a first-line responder.

  Person Specification

  Experience

  Essential

  • Primary care experience
  • Line management experience
  • Involvement in patient or customer services
  • Teamworking environments

  Desirable

  • Complaints management

  Qualifications

  Essential

  • A-level or equivalent

  Skills and Abilities

  Essential

  • Passion for developing people
  • Evidence of innovation in previous roles
  • Strong communication skills with evidence of multi-layer communication in the past
  • Multi-tasking
  • Organisation skills
  • Ability to exercise sound judgement when faced with conflicting pressures

  Person Specification

  Experience

  Essential

  • Primary care experience
  • Line management experience
  • Involvement in patient or customer services
  • Teamworking environments

  Desirable

  • Complaints management

  Qualifications

  Essential

  • A-level or equivalent

  Skills and Abilities

  Essential

  • Passion for developing people
  • Evidence of innovation in previous roles
  • Strong communication skills with evidence of multi-layer communication in the past
  • Multi-tasking
  • Organisation skills
  • Ability to exercise sound judgement when faced with conflicting pressures

  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.

  Employer details

  Employer name

  Lea Vale Medical Group

  Address

  Oliver Street Surgery

  57 Oliver Street

  Ampthill

  Bedfordshire

  MK45 2SB

  
  

  Employer's website

  https://www.leavale.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Lea Vale Medical Group

  Address

  Oliver Street Surgery

  57 Oliver Street

  Ampthill

  Bedfordshire

  MK45 2SB

  
  

  Employer's website

  https://www.leavale.nhs.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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