Job summary
The Reception Manager will work as part of the reception team while also leading and managing the reception staff. The role includes overseeing the day-to-day running of reception, arranging the reception rota, ensuring adequate cover for annual leave and sickness, and maintaining a high standard of patient service. The Reception Manager will support the Practice Manager in delivering high-quality patient care through efficient reception processes, compliance with practice policies, and effective staff management.
The post holder must have strong leadership, communication, and IT skills, be highly organised, and be able to work effectively under pressure.
Main duties of the job
a- Leadership & Team Management
Provide day-to-day support, leadership, and first-line management for the reception team. Act as the first point of contact for any reception staff concerns, escalating issues as necessary. Lead by example in delivering excellent patient care and service.
b. Reception & Patient Services
Work as part of the reception team, covering the front desk. Ensure all reception tasks are completed efficiently and to a high standard.Manage patient queries and concerns, providing resolution or escalation where necessary. Ensure reception staff communicate effectively with patients, clinicians, and external agencies.Handle patient complaints related to front desk services, in line with practice policies.
c. Rota & Workflow Management
Plan and manage the reception rota to ensure adequate cover. Adjust staffing arrangements as needed to accommodate leave and sickness.
d. IT & Systems Management
Ensure effective use of practice IT systems.Set up new staff on clinical systems and arrange training.Troubleshoot IT issues,
e. Compliance & Policy Implementation
Ensure reception processes comply with practice policies and NHS guidelines.Support the Practice Manager in ensuring compliance with CQC requirements.Participate in Health & Safety audits and other regulatory checks.Ensure staff follow confidentiality and data protection regulations.
About us
We are a friendly and welcoming GP Practice located in the heart of Enfield, we are seeking a highly motivated and enthusiastic Reception Manager to join our team.
At Abernethy House Surgery, we pride ourselves on providing a supportive and collaborative work environment, where everyone is encouraged to reach their full potential. We believe that everyone should have the opportunity to pursue their career goals.
Job description
Job responsibilities
The following are the core responsibilities of the Reception Manager. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The Reception Manager is responsible for:
a. Overseeing the administration and support operations of the practice, ensuring staff achieve their primary responsibilities
b. Line managing all administrative staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
c. Completing staff appraisals as required
d. Identifying and delivering team training where required
e. Compiling administration staff rotas
f. Reviewing and updating all administrative and reception policies and procedures as required
g. Supporting the management team in the compilation of practice reports and the practice development plan
h. Developing, implementing and embedding efficient office processes and procedures to adhere to extant legislation
j. Coordinating the provision of temporary administrative and reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences
l. Updating the appointment system to reflect leave and other approved absences
m. Providing initial guidance and advice to patients who wish to verbally complain
n. Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
o. Acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately
Job description
Job responsibilities
The following are the core responsibilities of the Reception Manager. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The Reception Manager is responsible for:
a. Overseeing the administration and support operations of the practice, ensuring staff achieve their primary responsibilities
b. Line managing all administrative staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
c. Completing staff appraisals as required
d. Identifying and delivering team training where required
e. Compiling administration staff rotas
f. Reviewing and updating all administrative and reception policies and procedures as required
g. Supporting the management team in the compilation of practice reports and the practice development plan
h. Developing, implementing and embedding efficient office processes and procedures to adhere to extant legislation
j. Coordinating the provision of temporary administrative and reception staff, ensuring sufficient cover is provided for periods of leave and other staff absences
l. Updating the appointment system to reflect leave and other approved absences
m. Providing initial guidance and advice to patients who wish to verbally complain
n. Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
o. Acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately
Person Specification
Experience
Essential
- Experience in supervising or managing staff.
- Experience in a customer-facing role, preferably in healthcare.
- Strong communication and interpersonal skills.
- Ability to work under pressure and multitask.
- Excellent organisational and time-management skills.
- Strong IT proficiency, with the ability to train and support others.
- Ability to work flexibly to meet practice needs.
- Commitment to patient confidentiality and data protection.
Desirable
- Experience working in General Practice or a healthcare setting.
- Knowledge of Emis clinical systems
- Formal management training or qualification.
Person Specification
Experience
Essential
- Experience in supervising or managing staff.
- Experience in a customer-facing role, preferably in healthcare.
- Strong communication and interpersonal skills.
- Ability to work under pressure and multitask.
- Excellent organisational and time-management skills.
- Strong IT proficiency, with the ability to train and support others.
- Ability to work flexibly to meet practice needs.
- Commitment to patient confidentiality and data protection.
Desirable
- Experience working in General Practice or a healthcare setting.
- Knowledge of Emis clinical systems
- Formal management training or qualification.
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.