We are looking to recruit an experienced and motivated Reception Manager to lead our Reception and patient-facing services across Grove House and Heath Road sites.
Working closely with the Business Manager, and Operational Practice Manager the successful candidate will ensure the delivery of an efficient, high-quality and patient-focused reception service. The role involves managing and developing a team, monitoring performance, and adapting services to meet the evolving needs of patients and the practice.
You will also act as the main point of contact for patient liaison, including complaints, feedback, and communication initiatives.
Main duties of the job
* Lead, manage and develop the Reception teams across both sites
* Deliver a high standard of customer service to patients and stakeholders
* Recruit, train, support and appraise staff, ensuring continuous development
* Set, monitor and report on KPIs and team performance
* Provide regular performance reports to the Business Manager
* Oversee patient experience within reception and waiting areas
* Develop and implement patient communication strategies across multiple platforms
* Act as the first point of contact for patient complaints, ensuring timely resolution
* Manage patient feedback systems and lead the Patient Participation Group
* Ensure compliance with CQC, Health & Safety and other regulatory standards
* Support and lead on Health & Safety processes within the practice
* Manage clinical rotas/templates within EMIS, ensuring service continuity
* Oversee patient registrations, GP2GP processes and workflow management
* Ensure effective use of space, including room and seating availability
* Identify and implement service improvements in collaboration with the wider team
About us
Grove House Practice is aforward-thinking and patient-focused GP practice, committed to deliveringhigh-quality care across two sites. We pride ourselves on providing asupportive working environment and continuously improving our services to meetthe needs of our patients and staff.
Job responsibilities
The Reception Manager willwork closely with the Business Manager and Operational Practice Manager tooversee the day-to-day running of Reception services across both sites. Therole includes responsibility for staff management, patient experience, operationalperformance, and regulatory compliance.
The post holder will ensurethe Reception function operates efficiently and effectively, supporting bothpatients and clinicians, while driving continuous improvement and innovationwithin the service.
This job description is notexhaustive and may be subject to review.
Person Specification
Qualifications
* Educated to a good standard or equivalent relevant experience
* Degree-level qualification or equivalent
* Willingness to undertake further training and development
Experience
* Significant experience in a customer service environment
* Experience of managing and developing a team
* Experience of working within budgets
* Experience of setting, monitoring and reporting on KPIs
* Experience working in a busy, fast-paced environment
* Experience within a GP practice or primary care setting
* Experience of facilities management
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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