Reception Manager

We are seeking a proactive and experienced Receptionist Manager to lead and coordinate our reception team in a busy GP practice serving approximately 9,000 patients.

You will be responsible for overseeing the daily operations of the front desk, ensuring a high standard of patient service, and supporting the clinical and administrative teams.

You will play a key role in the smooth running of the practice and help to foster a welcoming and professional environment.

Key Responsibilities

• Reception Management: Supervise and manage a team of reception staff, including rotas, annual leave, sickness cover, and performance management.
• Provide training, support, and development opportunities for reception staff.
• Ensure reception coverage during all required opening hours.
• Act as first point of escalation for patient complaints or staff concerns within the reception team.

Operational Duties

• Oversee appointment booking systems, ensuring effective utilisation of clinician time.
• Coordinate the reception's contribution to recall systems, flu clinics, and seasonal initiatives.
• Work closely with the Practice Manager to implement new policies and procedures.
• Maintain accurate and confidential records in line with GDPR and practice protocols.

Patient Services

• Ensure a professional, courteous, and efficient reception service to all patients and visitors.
• Promote a culture of patient-centred care.
• Support vulnerable patients with access and communication needs.
• Handle complex queries, concerns, and complaints in a sensitive and professional manner.

Team and Communication

• Act as liaison between reception, administrative, and clinical teams.
• Attend regular team meetings and contribute to practice development.
• Promote positive working relationships and effective internal communication.

Compliance and Quality

• Ensure reception staff adhere to infection prevention protocols and practice safety procedures.
• Support the practice with achieving QOF and other contractual targets.
• Contribute to audits, staff surveys, and patient feedback initiatives.

Person Specification

Essential Experience:

• Working in a GP practice.
• Previous experience in a supervisory or managerial role in a healthcare or customer-facing environment.

Additional qualifications:

• Strong leadership and organisational skills.
• Excellent communication and interpersonal skills.
• Ability to remain calm under pressure and manage conflict.
• IT literate, with experience using appointment systems and Microsoft Office.
• Knowledge of patient confidentiality and data protection (GDPR).
• Familiarity with clinical systems such as EMIS Web or Vision.
• Understanding of GP contract and QOF.
• NVQ Level 3 in Customer Service or equivalent.

Benefits

• NHS Pension Scheme.
• Supportive and inclusive team culture.
• On-site parking (if available).
• Training and development opportunities.

Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).