We are seeking an experienced and motivated Reception Manager to lead our busy reception team. Working closely with the management and clinical teams, you will ensure the smooth, efficient and compliant delivery of reception services, supporting high standards of patient care and contributing to the effective running of the practice. This role is ideal for an organised, proactive leader committed to delivering an excellent patient experience.
Main duties of the job
The postholder will be responsible for:
* Managing rotas, daily staffing and smooth front-of-house operations
* Ensure reception duties are completed professionally and efficiently
* Maintain accuracy and high service standards across administrative functions
* Work collaboratively within a multiskilled administrative and clinical team
* Identify and implement improvements to reception processes
* Promote a calm, kind and patient focused environment demonstrating best practice
* Complete staff appraisals and identify training needs
* Review and update reception and administrative policies
* Monitor, develop and embed efficient office processes
About us
We are a forward thinking, patient centred GP practice. We work closely with Ascent PCN and local health and care providers. Our team is supportive, collaborative and committed to delivering high quality, holistic care. We value professionalism, kindness, respect and continuous improvement.
Job responsibilities
JOBDESCRIPTION
RECEPTIONMANAGER
Job Summary:
Manage the reception team and front of house operations to ensure smooth, efficient, and professional patient services. Provide day to day leadership and support to the management team. 30 to 37.5 hours per week Monday to Friday with occasional Saturday mornings. Hours between 7:30 and 18:45.
Key Responsibilities
The following are the core responsibilities of the Reception Manager. There may be on occasion a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
* Lead, support, and supervise the reception team, ensuring high quality patient care and professional standards
* Oversee daily reception operations, including appointment scheduling, patient requests, and administrative tasks
* Manage staff levels, rotas, annual leave, overtime, and ensure adequate cover at all times
* Handle patient and clinician queries, complaints, and requests in line with practice procedures
* Ensure accurate recording of patient data and effective use of clinical systems and IT; troubleshoot local IT issues and liaise with external support when needed
* Support vaccination clinics and other patient service initiatives
* Support the management team with compliance (CQC, Health & Safety), audits, policy updates, and service improvements
* Lead staff meetings, training, induction, ongoing development, and annual appraisals
* Maintain accurate records for appointments, registrations, prescriptions, messages, post, and other reception functions
* Liaise with the wider primary care team and external agencies as required
* Support call/recall systems for patient reviews and long term condition management
* Promote and uphold Equality & Diversity, confidentiality, and Health & Safety standards
* Assist with premises related tasks such as security systems and telephone systems
* Carry out any other reasonable duties to support practice operations
Governance & Professional Standards
Maintain confidentiality in line with Data Protection and Caldicott principles
Follow all Health & Safety, Infection Control, and security procedures
Promote equality, fairness, and inclusive service delivery
Participate in training, personal development, and quality improvement activities
Communicate effectively with patients, colleagues, and external partners
Contribute to audits, service implementation, and continuous improvement
Wereview applications on a rolling basis and may close this vacancy early if we receive sufficient applications.
Person Specification
Qualifications
* GCSE grade A to C in Maths and English
Experience
* Team leadership
* Staff appraisal and development
* Understanding of health and safety
Knowledge and Skills
* Strong written and verbal communication
* Proficient in MS Office and Outlook and SystmOne
* Ability to motivate teams and maintain a positive environment
* Uses initiative with discretion and sensitivity; respects diversity
* Works well independently and as part of a team
* Effective time management and organisation
* Reliable, punctual, and committed to team success
* High integrity, loyalty, flexibility, and motivation
* Confident, assertive, resilient; sound judgement
* Understanding of safeguarding for adults and children
* Personally accountable, emotionally resilient, and able to work under pressure
* Able to follow key policies and procedures
* Strategic, solutions focused mindset; effective resource use; strong analytical and problem solving skills
* QOF and Enhanced Services
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.
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