Hermitage Medical Practice Balfour Pavilion Astley Ainslie Hospital 133 Grange Loan Edinburgh EH9 2HL EH9 2HL
⭐ About the Role
As Reception Manager, you will oversee the daytoday running of the reception and administrative functions, ensuring smooth patient flow, effective rota management, and consistently high service standards. You will provide leadership to the reception team, coordinate clinical and nonclinical rotas, and act as a key point of contact for staff and patients.
You will also deputise for the Practice Manager when required, contributing to operational decisionmaking, complaint handling, and quality improvement initiatives.
Key Responsibilities
Team Leadership
1. Lead, support, and motivate the reception team
2. Provide supervision, guidance, and regular performance checkins
3. Support recruitment, induction, and ongoing staff development
Rota & Workforce Management
4. Create and maintain staff rotas
5. Coordinate GP and clinical schedules, including duty doctor and extended hours
6. Manage annual leave requests and locum bookings
7. Ensure new staff and locums have appropriate system access and induction materials
Operational Management
8. Oversee daily reception operations and appointment systems
9. Maintain accurate administrative records
10. Support audits, compliance checks, and facilities management
11. Deputise for the Practice Manager when required
Patient & Customer Service
12. Promote a culture of excellent patient care
13. Handle complex queries and Stage 1 complaints
14. Support registration and contractrelated processes
Reception & Administrative Duties
15. Participate in routine reception tasks, including calls, enquiries, prescriptions, and document management
16. Maintain accurate patient information on Vision and Docman
17. Support recall systems and appointment booking
18. Contribute to early morning and evening rotas when needed
19. Hours of work can be agreed between 34-37.5hrs per week but ideally covering 5 days per week.
- Urban Practice