Blossom Health is looking for an enthusiastic and experienced Head of Reception to join our growing team. This is an exciting opportunity for someone who enjoys leading people, improving services, and delivering outstanding customer care in a busy healthcare environment.
As Head of Reception, you will play a key role in ensuring our reception services run smoothly across our Havant and Bedhampton sites. You'll support and develop our reception team, oversee daily operations, and help create an excellent experience for patients from their very first interaction with the practice.
Job Overview
The Head of Reception is responsible for the effective leadership and day-to-day management of the reception team, ensuring the delivery of a professional, efficient and patient-focused front-line service across the practice. The post holder will support the smooth running of reception operations, maintaining high standards of customer service whilst supporting patients, clinicians and colleagues.
Working closely with the Head of Operations, the Head of Reception will oversee staffing, performance, training compliance, recruitment and reception processes, whilst supporting service improvement initiatives and ensuring an excellent patient experience.
Main Responsibilities
Leadership and Team Management
· Provide line management and day-to-day support to the Reception Team.
· Conduct quarterly one-to-one meetings and Return to Work interviews.
· Support staff wellbeing, performance and professional development.
· Record sickness absence on TeamNet and monitor attendance levels.
· Escalate operational concerns and staffing issues to the Head of Operations.
· Promote a positive, supportive and patient-centred culture.
Reception Operations
· Oversee the daily running of reception services across the practice.
· Provide direct support and guidance to reception staff and clinicians, particularly at the Havant site.
· Ensure reception processes are delivered efficiently and consistently.
· Support the Head of Operations in maintaining appropriate staffing levels and cover arrangements.
· Participate in bypass call duties as required.
Recruitment and Staff Development
· Participate in the recruitment and interview process for reception staff.
· Deliver local induction programmes for new starters.
· Support ongoing staff development and training.
· Conduct exit interviews for departing employees.
· Promote and improve training compliance across the reception team.
Complaints, Incidents and Governance
· Gather information and supporting evidence relating to complaints, concerns and incidents.
· Support investigations and follow-up actions where required.
· Maintain accurate records and ensure confidentiality is upheld.
· Escalate significant concerns to the Head of Operations.
Patient Service and Communication
· Support the delivery of a high-quality patient experience.
· Assist with resolving day-to-day patient queries and concerns.
· Ensure consistent and professional communication with patients, visitors and external agencies.
· Support service improvements that enhance patient access and satisfaction.
Other Duties
· Undertake any duties appropriate to the role as directed by the Head of Operations or Practice Manager.
· Maintain confidentiality and comply with GDPR, NHS and Information Governance requirements.
Person Specification
Essential Experience
· Previous experience supervising or managing a team.
· Experience working in a customer service or patient-facing environment.
· Experience managing staff performance and attendance.
· Experience handling complaints or challenging situations.
· Experience working in a busy environment with competing priorities.
Desirable Experience
· Previous experience working in General Practice or Primary Care.
· Experience using clinical or workforce management systems.
· Experience supporting recruitment and induction processes.
Essential Knowledge
· Understanding of excellent customer service principles.
· Understanding of confidentiality and data protection requirements.
· Knowledge of team management and performance monitoring.
· Understanding of complaints and incident processes.
Desirable Knowledge
· Knowledge of NHS General Practice operations.
· Understanding of Primary Care services and patient pathways.
· Knowledge of TeamNet or similar workforce management systems.
Essential Skills and Attributes
· Strong leadership and communication skills.
· Excellent organisational and time management abilities.
· Ability to manage difficult conversations professionally.
· Strong problem-solving and decision-making skills.
· Good IT and administrative skills.
· Ability to build positive working relationships.
· Commitment to delivering excellent patient service.
Personal Qualities
· Professional and approachable.
· Calm and resilient under pressure.
· Reliable and accountable.
· Positive and proactive.
· Flexible and adaptable.
· Committed to teamwork and continuous improvement.
· Leads by example and supports colleagues to succeed.
Core values
Responsive: The post holder will manage their caseload by responding to daily tasks, concerns and requests in a proactive manner. They will take ownership by troubleshooting any issues that arise within their role.
Collaboration: They will work in partnership with colleagues and external agencies as the point of contact for the responsibilities they manage within this job description.
Improvement: The post holder will maintain their ongoing professional development and identify opportunities for service improvements that could be implemented to provide an outstanding service.
Wellbeing: As a senior member of staff, they will act with respect, compassion and empathy through leadership to support their colleagues and the wider team.
Disclaimer
This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required for the position. Management reserves the right to modify, add, or remove duties as necessary. Blossom Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Pay: £14.49-£14.50 per hour
Benefits:
- Free parking
- On-site parking
- Sick pay
Work Location: In person
