Stourside Medical Practice is based in the centre of Halesowen and supports the health needs of 6000 patients .
We are looking to recruit a Reception Manager to lead and develop our reception and administrative team within a busy, forward-thinking GP practice.
This is a key leadership role responsible for ensuring safe, efficient and patient-centred front‑of‑house operations. The successful candidate will oversee day‑to‑day service delivery, manage the reception team, and drive improvements in systems, processes and patient experience.
This is a hands‑on role, working alongside the reception team as part of day‑to‑day duties.
The role would suit:
* An experienced senior receptionist ready to step into a management position
* An assistant practice manager who enjoys operational leadership and is happy to remain hands‑on
Main duties of the job
* Lead and line manage the reception team, including performance management and staff development
* Oversee appointment systems and ensure consistent, safe booking processes
* Manage rotas and ensure appropriate staffing levels
* Drive improvements in workflows, efficiency and patient access
* Monitor performance and respond to patient feedback
* Oversee stock control, equipment and room readiness
* Act as a point of escalation for operational issues and patient concerns
* Support delivery of QOF and Enhanced Services
* Contribute to wider practice development and improvement projects
About us
We have an experienced team of salaried GPs, Nurses, HCAs and Non‑Clinical staff with the practice actively involved in a thriving Primary Care Network with a variety of allied health professionals supporting the practice including a paramedic, a team of Pharmacists, Social Prescribers, First Contact Physiotherapist and a Mental Health support workers.
Job responsibilities
Job title: Reception ManagerLine manager: Lead GP / PartnerOperational accountability: Practice ManagerHours per week: 37.5 hours per week
Job Summary
The Reception Manager isresponsible for the leadership, organisation and continuous improvement ofreception and administrative services within the practice.
The post-holder willensure safe, efficient and patient‑centred front‑of‑house operations,maintaining high standards of access, communication and service delivery.
This role includes directline management of the reception team, oversight of systems and processes, andresponsibility for driving service improvements aligned with practicepriorities.
The post-holder willworkclosely with the Lead GP and Practice Manager and will play a key role in thefuture development of the administrative function within the practice.
Given the level of accessto confidential and sensitive information, the post-holder must maintain thehighest standards of professionalism, integrity and confidentiality at alltimes.
The Reception Manager holds overallresponsibility for reception processes, staffing and performance, with SeniorReceptionist roles providing operational support within this structure
Leadership andDevelopment
The Reception Managerwill:
Lead and develop thereception team, including performance management, mentoring and successionplanning
Work closely with the LeadGP to develop leadership capability within the role, supporting progressioninto broader management responsibilities over time
Contribute to planning andimprovement of patient access, workflow design and service delivery
Support continuity ofoperational leadership within the practice
PrimaryResponsibilities
Operational Management
Oversee the day‑to‑dayrunning of reception and administrative services
Lead on the development,coordination and optimisation of clinical and administrative rotas
Always ensure appropriatestaffing levels and effective cover
Develop, implement andmaintain efficient office processes and workflows
Manage incomingdeliveries, ensuring adherence to cold chain and relevant policies
Act as fire marshall andensure appropriate safety processes are followed
People Management
Line manage all receptionstaff, including recruitment, induction, performance management and absencemanagement
Conduct staff appraisalsand support ongoing development
Identify and delivertraining needs within the team
Foster a positive,supportive and accountable team culture
Lead on staff wellbeing,engagement and team cohesion initiatives
Provide direction and oversight to SeniorReceptionist(s), ensuring consistency in processes, decision‑making and teamstandards
Service Delivery andPerformance
Ensure consistentimplementation of practice systems and workflows, particularly in relation to appointment booking, results handling and task management
Monitor receptionperformance (e.g. access, call handling, patient feedback) and take action to improve where required
Ensure adherence to agreedprotocols and escalate concerns where processes are not followed
Act as a point ofescalation for operational issues impacting patient safety or service delivery
Support delivery andoptimisation of Enhanced Services and QOF‑related administrative processes
Governance andCompliance
Maintain high standards ofconfidentiality and data protection at all times
Develop, implement andreview reception policies and procedures
Act as first point ofescalation for patient concerns and complaints, ensuring appropriate handlingin line with policy
Ensure compliance withsafeguarding, health and safety, and organisational policies
Contribute to clinicalgovernance, audits and service improvement work
Wider Responsibilities
Deputise for the PracticeManager where appropriate
Attend and contribute topractice management meetings
Coordinate meeting agendasand take minutes where required
Support maintenance of thepractice website and communication platforms
Promote and utilisepatient feedback (e.g. Friends & Family Test, online reviews) to improveservices
Participate in audits andservice improvement initiatives
Work with the Lead GP onstrategic projects (e.g. sustainability, community engagement, servicedevelopment)
Attend relevant externalmeetings where appropriate
Manage the car parkallocation
Manage IT issues (liaisewith Dudley IT where needed)
Manage building issues(liaise with NHSPS)
Core Expectations
Confidentiality
Maintain strictconfidentiality of all patient and organisational information.
Equality and Inclusion
Treat patients andcolleagues with dignity and respect, promoting equality and diversity at alltimes.
Health and Safety
Comply with health andsafety requirements and ensure a safe working environment.
Training andDevelopment
Undertake mandatorytraining and maintain up-to-date knowledge relevant to the role.
Person Specification
Qualifications
GCSE Maths & English(Grade C/Level 2 or equivalent)
Leadership/managementqualification
Experience
Primary care experience
Experiencein staff development and appraisal
Clinicalcoding experience
Administrativeexperience
Experiencemanaging or supervising a team
Knowledge and Skills
Excellent communicationand interpersonal skills
Strong organisational andproblem-solving abilities
Ability to lead, motivateand manage a team
Ability to implement andmaintain systems and processes
Confident decision-makerwith good judgement
Ability to managecompeting priorities and workload
High level ofprofessionalism, integrity and resilience
Understanding ofconfidentiality, safeguarding and governance
Ability to driveimprovement and manage change
Other Requirements
Occupational healthclearance
Person Specification
About You
* Experience working in a GP practice essential
* Experience supervising or managing a team
* Comfortable working in a hands‑on operational role
* Strong organisational and problem‑solving skills
* Confident communicator with the ability to lead and support a team
* Able to manage competing priorities and drive change
* High level of professionalism, integrity and resilience
* Personal attributes: authentic, supportive leadership style with the confidence to challenge constructively where needed
* Experience using clinical systems e.g. EMIS, DocMan, AccRx
* Experience in clinical coding and data quality
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.
£32,000 to £35,000 a yearDepending on experience
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