The Reception Manager is responsible for the day to day leadership, coordination and supervision of the reception team to ensure the delivery of a high quality, efficient and patient centred service.
This role ensures smooth patient flow, effective communication, and high operational standards at the front desk.
The postholder will work closely with the Deputy Practice Manager, clinicians, and administrative staff to maintain an organised, welcoming and supportive environment for patients and colleagues.
Key Responsibilities
* Leadership & Team Management Line manage the reception team, including recruitment, induction, supervision and performance reviews.
Plan, coordinate and manage reception rota and annual leave to ensure adequate cover at all times.
Provide ongoing coaching, development and training for reception staff.
Conduct regular team meetings and contribute to practice wide meetings.
* Reception Operations Oversee day to day running of the reception area and ensure high standards of customer service.
Ensure staff follow all practice protocols, including appointment booking, repeat prescriptions, registrations and enquiries.
Monitor telephone and front desk performance, ensuring targets and response times are met.
Support staff in managing complex or sensitive patient queries.
* Patient Experience & Communication Ensure the reception area is welcoming, professional and accessible.
Handle patient concerns and complaints promptly and sensitively, following practice policy.
Promote positive communication between patients, staff and clinical teams.
Ensure information for patients (signage, leaflets, digital screens) is up to date and clear.
* Compliance & Risk Management Ensure reception staff adhere to confidentiality, safeguarding, infection control, and GDPR/data protection policies.
Maintain awareness of CQC standards relevant to front of house operations.
Support the Practice Manager in audits and quality improvement work.
* Systems & IT Oversee reception use of clinical systems (e.g., EMIS) and ensure staff are trained and confident.
Support the rollout of new systems, digital tools, and workflow improvements.
Report technical issues to IT support promptly and ensure continuity of service.
* Administrative Support Support administrative processes such as registrations, recalls, document management, and appointment optimisation.
Assist the Deputy Practice Manager with administrative tasks, reports, and projects as required.
Maintain accurate records relating to staff performance, training and incidents.
Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).
#J-18808-Ljbffr