We are seeking a proactive and experienced Reception Manager to join our busy GP surgery. This is a key leadership role responsible for overseeing the day‑to‑day running of the reception team, ensuring the delivery of a high‑quality, patient‑focused service in line with NHS and CQC standards.
Responsibilities
* Act as the first point of escalation for patient queries, concerns and complaints, resolving issues promptly and professionally in line with practice procedures.
* Lead, support and motivate the reception team to deliver an efficient, friendly and patient‑centred service.
* Manage and maintain staff rotas to ensure adequate reception cover at all times.
* Monitor and manage reception staff sickness and absence in accordance with practice policies, maintaining accurate records.
* Arrange appropriate cover for staff absence (sickness and annual leave) to ensure continuity of service.
* Support performance management processes, including appraisals, one‑to‑ones and staff development.
* Oversee the day‑to‑day running of reception, including appointment management, patient flow and telephone systems.
* Ensure effective communication between reception, clinical staff and the wider team.
* Promote excellent customer service and continuous improvement in line with CQC standards.
* Undertake and oversee administrative duties, including patient record management, document workflow and data entry.
* Use EMIS Web and other clinical systems effectively to support service delivery.
* Provide administrative and operational support to the Practice Manager as required.
Qualifications
* Previous experience working within a GP practice or primary care setting.
* Experience in a supervisory or team leadership role.
* Experience of handling patient queries, complaints and difficult situations.
* Strong understanding of GP reception processes and patient services.
* Working knowledge of EMIS Web clinical system.
* Excellent communication and interpersonal skills.
* Ability to lead, motivate and support a team.
* Strong organisational skills with the ability to prioritise workload.
* Ability to manage rotas and respond to changing service demands.
* Professional, approachable and empathetic manner.
* Resilient and calm under pressure.
* High level of confidentiality and integrity.
* Proactive and solution‑focused.
* Experience managing staff rotas and sickness absence.
* Knowledge of NHS policies, procedures and CQC standards.
* Experience supporting staff appraisals and performance management.
* Familiarity with additional GP systems such as AccuRx and Docman.
About Us
Testvale Surgery is a well‑established, friendly GP practice committed to delivering high‑quality care to our patient population. We are proud of our supportive and inclusive working environment, where staff wellbeing, teamwork and professional development are a priority. Testvale Surgery comprises six GP Partners, five associate doctors, an Advanced Nurse Practitioner and a dedicated nursing team comprising three practice nurses, two HCAs and two phlebotomists providing high quality care for our patients in Totton.
We actively encourage learning and development and provide opportunities for staff to expand their skills and progress within their roles. You will be joining a dedicated and collaborative team who are committed to delivering safe, responsive and patient‑focused care in line with NHS and CQC standards.
We are located on the edge of the New Forest and in close proximity to the coast and the City of Southampton. There are excellent transport links to surrounding areas and easy access to airports, train stations and motorways with existing staff commuting from Winchester, Salisbury and Bournemouth.
Benefits
* A supportive and approachable management team.
* Opportunities for training and career development.
* A positive team culture with a strong emphasis on staff wellbeing.
* The opportunity to make a meaningful difference to patient care within the local community.
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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