Salters Medical Practice is seeking a highly organised, motivated, and patient focused Reception Manager to lead our front of house and reception operations. The role is essential in ensuring patients receive a welcoming, efficient, and compassionate service from their first point of contact with the practice.
The Reception Manager will be responsible for the daily leadership of the reception team, overseeing administrative workflows, and ensuring the smooth running of appointment and telephone systems in a busy GP surgery environment.
Working Pattern: Approximately 30 hours per week Hours are negotiable, however the role must include at least one fixed late shift each week, finishing at 7pm
Salary: £13.21 per hour
We are seeking someone who thrives in a fastpaced primary care setting, can manage multiple priorities, and leads by example with professionalism, empathy, and attention to detail.
Main duties of the job
* Lead, supervise, and support reception staff to ensure high quality patient service.
* Oversee the day to day running of the reception and front of house operations.
* Manage staff rotas, ensuring adequate cover during annual leave, sickness, and busy periods.
* Support the reception team with training, development, and performance management.
* Act as an escalation point for patient queries, complaints, or complex issues.
* Ensure appointment systems, telephones, and administrative tasks are completed efficiently and accurately.
* Maintain and review reception processes to improve workflow and patient experience.
* Ensure compliance with confidentiality, safeguarding, GDPR, and practice policies.
* Liaise with clinicians, the Operations Manager, and other teams to support smooth daily operations.
* Maintain a welcoming, tidy, and professional reception environment.
About us
At Salters Medical Practice, we embrace change, innovation, and continuous improvement. This approach has enabled us to develop a strong, supportive, and truly multidisciplinary team who work collaboratively to deliver highquality care for our patient community.
We are a patient focused practice, committed to enhancing and expanding services that benefit both our patients and our staff. We place great importance on teamwork, wellbeing, and professional development, creating an environment where colleagues feel valued and empowered to succeed.
Our practice is based within a modern, purpose-built health centre, offering a wide range of services on site. This provides an excellent working environment supported by well established systems, experienced clinicians, and a forward thinking management team.
Job responsibilities
Operational Management
Manage daily reception operations to ensure an efficient and positive patient experience. Oversee appointment scheduling, waiting room flow, and frontdesk systems. Maintain a clean, organised, and welcoming reception environment. Support implementation of new systems, processes, and service improvements.
Supervise, motivate, and support reception team members. Prepare staff rotas and coordinate absence/sickness cover. Deliver staff inductions, training, and ongoing development. Conduct one to ones and support performance reviews. Address performance or conduct issues appropriately.
Handle escalated patient concerns or complex enquiries. Promote high standards of communication, empathy, and confidentiality. Identify and implement service improvements to enhance the patient experience.
Person Specification
Experience
* Experience supervising or managing a reception or customer facing team.
* Experience managing staff rotas and coordinating cover.
* Strong leadership and people management skills.
* Excellent communication and interpersonal abilities.
* Highly organised with strong attention to detail.
* Ability to work under pressure and prioritise effectively.
* Competent IT skills and ability to learn new systems.
* Commitment to patient care and maintaining confidentiality.
* Experience working in a GP practice, NHS environment, or primary care setting.
* Familiarity with EMIS Web or similar clinical systems.
* Understanding of GP surgery processes and NHS policies.
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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