We are looking for an experienced, proactive, and patient-focused Reception Manager to join The Mission Practice team. The successful candidate will lead the reception team, ensure a high standard of front-of-house services, and play a key role in building management and CQC compliance.
This is a rewarding and varied role in a dynamic primary care setting, ideal for someone with excellent people management skills, a commitment to patient care, and a strong understanding of operational processes in a healthcare environment.
Main duties of the job
* Day-to-day management of the reception and admin team, including rotas, annual leave, and sickness cover.
* Conduct staff appraisals, training, support, and performance monitoring.
* Ensure excellent patient service standards via phone, online, and in-person.
* Act as a key liaison between administrative and clinical teams.
Complaints and Patient Services
* Be the first point of contact for informal complaints and patient concerns.
* Log and escalate formal complaints according to practice and NHS policy.
* Support the Management team in complaint investigations and responses.
* Actively support and attend Patient Participation Group (PPG) meetings and initiatives.
Building and Facilities Management
* Manage the general upkeep and safety of the practice premises.
* Coordinate maintenance, repairs, and servicing with contractors and landlords.
* Ensure compliance with health and safety policies, including fire safety and risk assessments.
CQC Compliance and Practice Governance
* Support the management team with preparation and ongoing compliance for CQC inspections.
* Maintain up-to-date records and logs for audits, safety checks, and staff training.
* Contribute to the development and implementation of policies, procedures, and quality improvement initiatives.
The Mission Practice provides comprehensive primary care services to 12,000 patients from diverse cultural backgrounds.
The successful candidate will be working alongside the practice management team and GP partners along with our established MDT, which includes GPs, Nurses, HCAs, Patient Advisors, Pharmacists, Social Prescribers, Chaplains, GPA's an ACP and a Physicians Associate.
We are a teaching and training practice and support the development and educational needs of our staff members. We seek to develop everyone's skills so that each of us is working at the top of their abilities, under the supervision of the wider multi disciplinary team so that we are all constantly progressing.
We are committed to providing an excellent medical service for all our patients, and are passionate about providing whole person health, understanding that health is not just about lack of illness but being well in body mind and spirit.
Person Specification
Experience
* Experience in team leadership or supervisory role, preferably in a healthcare or customer-facing environment.
* Proven ability to manage rotas, workflows, and staff performance.
* Experience with patient complaints handling and service recovery.
* Strong organisational and problem-solving skills.
Qualifications
* Educated to GCSE standard or equivalent
Knowledge and Skills
* Excellent verbal and written communication skills.
* Ability to remain calm under pressure and handle sensitive situations with empathy.
* Leadership qualities with a hands-on, proactive approach.
* High attention to detail and a commitment to quality.
* Team player with the ability to work collaboratively across roles.
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