We are seeking a proactive and experienced Receptionist Manager to lead and coordinate our reception team in a busy GP practice serving approximately 9,000 patients. You will be responsible for overseeing the daily operations of the front desk, ensuring a high standard of patient service, and supporting the clinical and administrative teams. You will play a key role in the smooth running of the practice and help to foster a welcoming and professional environment.
Main duties of the job
Reception Management
Supervise and manage a team of reception staff, including rotas, annual leave, sickness cover, and performance management.
Provide training, support, and development opportunities for reception staff.
Ensure reception coverage during all required opening hours.
Act as first point of escalation for patient complaints or staff concerns within the reception team.
Operational Duties
Oversee appointment booking systems, ensuring effective utilisation of clinician time.
Coordinate the receptions contribution to recall systems, flu clinics, and seasonal initiatives.
Work closely with the Practice Manager to implement new policies and procedures.
Maintain accurate and confidential records in line with GDPR and practice protocols.
Ensure a professional, courteous, and efficient reception service to all patients and visitors.
Team and Communication
Act as liaison between reception, administrative, and clinical teams.
Attend regular team meetings and contribute to practice development.
Promote positive working relationships and effective internal communication.
Compliance and Quality
Ensure reception staff adhere to infection prevention protocols and practice safety procedures.
Support the practice with achieving QOF and other contractual targets.
Contribute to audits, staff surveys, and patient feedback initiatives.
About us
We are proud to have a mixture of professionals working with us, these include salaried doctors, nurses and an advanced nurse practitioner.
We operate out of two sites in Swansea. We have one surgery in St. Thomas and we also have a branch surgery in West Cross. The service we provide is carefully planned to attempt to meet the special needs of the community and we welcome constructive suggestions on how it may be improved.
We are a member of the Bay Health Cluster Network. The practices in the cluster network work co-operatively to use specialist skills and shared resources to improve health and education across the locality. To find out more about our Cluster Network please visit the Bay Health Cluster Network website.
Job responsibilities
We are seeking a proactive and experienced Receptionist Manager to lead and coordinate our reception team in a busy GP practice serving approximately 9,000 patients. You will be responsible for overseeing the daily operations of the front desk, ensuring a high standard of patient service, and supporting the clinical and administrative teams. You will play a key role in the smooth running of the practice and help to foster a welcoming and professional environment.
Key Responsibilities
. Reception Management
Supervise and manage a team of reception staff, including rotas, annual leave, sickness cover, and performance management.
Provide training, support, and development opportunities for reception staff.
Ensure reception coverage during all required opening hours.
Act as first point of escalation for patient complaints or staff concerns within the reception team.
Operational Duties
Oversee appointment booking systems, ensuring effective utilisation of clinician time.
Coordinate the receptions contribution to recall systems, flu clinics, and seasonal initiatives.
Work closely with the Practice Manager to implement new policies and procedures.
Maintain accurate and confidential records in line with GDPR and practice protocols.
Ensure a professional, courteous, and efficient reception service to all patients and visitors.
Promote a culture of patient-centered care.
Support vulnerable patients with access and communication needs.
Handle complex queries, concerns, and complaints in a sensitive and professional manner.
Team and Communication
Act as liaison between reception, administrative, and clinical teams.
Attend regular team meetings and contribute to practice development.
Promote positive working relationships and effective internal communication.
Compliance and Quality
Ensure reception staff adhere to infection prevention protocols and practice safety procedures.
Support the practice with achieving QOF and other contractual targets.
Contribute to audits, staff surveys, and patient feedback initiatives.
Experience working in a GP practice
Previous experience in a supervisory or managerial role in a healthcare or customer-facing environment.
Strong leadership and organisational skills.
Excellent communication and interpersonal skills.
Ability to remain calm under pressure and manage conflict.
IT literate, with experience using appointment systems and Microsoft Office.
Knowledge of patient confidentiality and data protection (GDPR).
Familiarity with clinical systems such as EMIS Web or Vision.
Understanding of GP contract and QOF.
NVQ Level 3 in Customer Service or equivalent.
Supportive and inclusive team culture
On-site parking (if available)
Training and development opportunities
Person Specification
Knowledge and Skills
* Experience working in a GP practice
* Previous experience in a supervisory or managerial role in a healthcare or customer-facing environment.
* Strong leadership and organisational skills.
* Excellent communication and interpersonal skills.
* Ability to remain calm under pressure and manage conflict.
* IT literate, with experience using appointment systems and Microsoft Office.
* Knowledge of patient confidentiality and data protection (GDPR).
* Familiarity with clinical systems such as EMIS Web or Vision.
* Understanding of GP contract and QOF.
* NVQ Level 3 in Customer Service or equivalent.
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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