Beeches Medical Centre is seeking an experienced and dynamic Reception Manager to lead our reception team in delivering outstanding patient care. The successful candidate will be responsible for managing the daily operations of the reception area, ensuring efficient workflow, and maintaining high standards of service. This role requires strong leadership skills, ideally experience in a GP practice (desirable), and proficiency with the EMIS system (desirable). The position offers a competitive salary, professional growth opportunities, and a supportive work environment.
Main duties of the job
Lead and supervise the reception/care navigation team, managing rotas, leave, sickness and performance, and promoting staff wellbeing and an inclusive culture. Oversee daytoday running of reception, telephones and online access, ensuring all patient contacts are handled courteously, efficiently and in line with practice protocols. Ensure staff gather key information to support safe triage, signposting patients appropriately to clinicians, community pharmacy, NHS 111, urgent treatment centres or 999, and escalating redflag concerns to the duty clinician.
Work with the Practice Manager and clinical leads to align appointment capacity with demand, monitor call and appointment data, and support initiatives to reduce avoidable contacts. Maintain and update reception policies to meet NHS England guidance and CQC standards
Coordinate induction, mandatory training and ongoing development for reception staff. Act as a key point of contact for patient feedback and complaints, ensuring clear information on access and emergencies via phone messages, website and posters. Oversee accurate use of clinical systems, data protection and confidentiality, and contribute to quality improvement and service redesign across the practice.
Job responsibilities
We are looking to recruit a Reception Manager to guide a team of 6 part time receptionists.
Job Summary:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
To provide guidance and leadership for the reception team and act as a liaison point between receptionists and the practice manager
Job Responsibilities:
Leadership
Line management of the reception team
Ensuring the professional and efficient operating of reception
Provide day to day guidance, support and motivation to members of the reception team
Assist colleagues in the management of demanding patients
Train and induct new members of the reception team to ensure that they are competent on all workstations
Liaise with the Practice manager/office manager as required to manage the reception team
Represent the reception team in meetings and other discussion and ensure that agreed actions are implemented withing the team
Carry out annual appraisals and probationary reviews.
Continually strive to improve the customer service of the reception team and, as a consequence, the way that practice receptionists are viewed by our patients
Undertake regular meetings with members of the reception team
Delegate tasks as required to reception colleagues
Reception
Be able to cover all reception positions and work as an active member of the team to appreciate issues
Receiving patients consulting with members of practice team
Process appointment requests for today and future appointments from patients by telephone and in person.
Maintain the highest standards of customer service at all times
Deal with visits requests
Administration
To have a thorough knowledge of all Practice procedures
To work in accordance of written protocols
To prepare cover rotas for reception and ensure that absence is covered
Be responsible for training of new staff
To manage annual leave and other absence records and conduct back to work interviews to ensure reception staff wellbeing.
Support staff through conflict, effective time management, workload prioritisation and individual staff development and training needs.
Be competent in Computer skills and preferably (EMIS web) clinical system
Booking patient appointments, checking in meeting & greeting patients using computerised system.
Oversee registrations of patients computer data entry into medical records.
Liaising with outside agencies, pharmacies, care homes etc.
Oversee the process patients change of address computer data and medical records
Order all medical consumable requirements, blood forms, blood bottles, urine bottles etc and ensure GP rooms are well stocked.
Oversee other processes required of reception
Other Tasks
Ensure building security have thorough knowledge of doors/windows/alarm
Have working knowledge of telephone system, during and after hours
Participate in and encourage involvement of other members of the reception team in PLT (training) afternoons
Any other tasks allocated by partners
Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
Using personal security systems within the workplace according to practice guidelines
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
Making effective use of training to update knowledge and skills
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment.
This list is not exhaustive
Qualifications
* GCSE English (C or above) and at least three others
* Educated to A-level/equivalent or higher, with relevant experience
* NVQ Level 2 in Health and Social Care
Experience
* Experience of working with the general public
* Experience of administrative duties
* Experience of leading/managing a team
* Extensive customer service experience
* Experience of driving a positive culture and promoting wellbeing amongst team members
* Flexible and positive attitude.
* Excellent telephone manner.
* A proactive work ethic with a can-do attitude
* Experience of working in a healthcare setting
* Experience of working in primary care
* Experience of working within Multi disciplinary teams
* Experience of using the EMIS computer system.
* Experience of the NHS.
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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