Job summary
We are seeking an organised, proactive and compassionate Reception Manager to supervise our reception team and ensure patients receive an excellent standard of service.
You will be responsible for the day to day coordination of the reception area, supporting staff, improving workflows, and working closely with the Practice Manager and clinical team.
Main duties of the job
- Lead, support and develop the reception team, including training, supervision and performance reviews.
- Oversee reception rota planning to ensure adequate cover.
- Manage day to day reception operations, ensuring smooth and efficient patient flow.
- Handle complex patient queries, complaints and concerns professionally and sensitively.
- Monitor workload, identify improvements and streamline processes.
- Ensure adherence to confidentiality, safeguarding, GDPR and practice policies.
- Support the Deputy Practice Manager with administrative and organisational duties.
- Ensure the front of-house environment is welcoming, professional and well-managed.
- Work collaboratively with GPs, nurses, and other healthcare professionals.
About YouYou will be someone who:
- Has previous experience in a supervisory or managerial role (healthcare experience desirable but not essential).
- Is confident, approachable and able to motivate a team.
- Works well under pressure and can manage competing priorities.
- Is adaptable and comfortable working in a fast paced environment.
- Has excellent communication and interpersonal skills.
- Is IT confident, with experience using clinical systems (EMIS, DOCMAN experience advantageous).
- Has a positive, solution focused attitude.
About us
Strathmore Medical Practice is a friendly, patient focused GP surgery dedicated to delivering high quality primary care to our community. Our reception team is central to the smooth running of the practice, and we are now looking for an experienced and motivated Reception Manager to lead this vital department.
At Strathmore Medical Practice we have 5 Partners, 3 Salary GP's, 2 Advanced Nurse Practitioners, 4 Practice Nurses, 2 HCA's and the Reception and Admin Team.
We are the largest GP Practice in Wrexham, striving to provide the best patient care.
Staff at Strathmore enjoy the benefits of our sickness bonus scheme of 0.5% of their annual salary every 1/4. There is free parking and a service from Croner, this is for staff & their immediate family who can gain access to a 24hr confidential helpline service.
We all work really well as a team and try to offer the best care to all of our patients.
Job description
Job responsibilities
The Reception Manager is responsible for the day to day leadership, coordination and supervision of the reception team to ensure the delivery of a high quality, efficient and patient centred service. This role ensures smooth patient flow, effective communication, and high operational standards at the front desk.
The postholder will work closely with the Deputy Practice Manager, clinicians, and administrative staff to maintain an organised, welcoming and supportive environment for patients and colleagues.
Key Responsibilities1. Leadership & Team Management- Line manage the reception team, including recruitment, induction, supervision and performance reviews.
- Plan, coordinate and manage reception rota and annual leave to ensure adequate cover at all times.
- Provide ongoing coaching, development and training for reception staff.
- Conduct regular team meetings and contribute to practice wide meetings.
2. Reception Operations- Oversee day to day running of the reception area and ensure high standards of customer service.
- Ensure staff follow all practice protocols, including appointment booking, repeat prescriptions, registrations and enquiries.
- Monitor telephone and front desk performance, ensuring targets and response times are met.
- Support staff in managing complex or sensitive patient queries.
3. Patient Experience & Communication- Ensure the reception area is welcoming, professional and accessible.
- Handle patient concerns and complaints promptly and sensitively, following practice policy.
- Promote positive communication between patients, staff and clinical teams.
- Ensure information for patients (signage, leaflets, digital screens) is up to date and clear.
4. Compliance & Risk Management- Ensure reception staff adhere to confidentiality, safeguarding, infection control, and GDPR/data protection policies.
- Maintain awareness of CQC standards relevant to front of house operations.
- Support the Practice Manager in audits and quality improvement work.
5. Systems & IT- Oversee reception use of clinical systems (e.g., EMIS) and ensure staff are trained and confident.
- Support the rollout of new systems, digital tools, and workflow improvements.
- Report technical issues to IT support promptly and ensure continuity of service.
6. Administrative Support- Support administrative processes such as registrations, recalls, document management, and appointment optimisation.
- Assist the Deputy Practice Manager with administrative tasks, reports, and projects as required.
- Maintain accurate records relating to staff performance, training and incidents.
Job description
Job responsibilities
The Reception Manager is responsible for the day to day leadership, coordination and supervision of the reception team to ensure the delivery of a high quality, efficient and patient centred service. This role ensures smooth patient flow, effective communication, and high operational standards at the front desk.
The postholder will work closely with the Deputy Practice Manager, clinicians, and administrative staff to maintain an organised, welcoming and supportive environment for patients and colleagues.
Key Responsibilities1. Leadership & Team Management- Line manage the reception team, including recruitment, induction, supervision and performance reviews.
- Plan, coordinate and manage reception rota and annual leave to ensure adequate cover at all times.
- Provide ongoing coaching, development and training for reception staff.
- Conduct regular team meetings and contribute to practice wide meetings.
2. Reception Operations- Oversee day to day running of the reception area and ensure high standards of customer service.
- Ensure staff follow all practice protocols, including appointment booking, repeat prescriptions, registrations and enquiries.
- Monitor telephone and front desk performance, ensuring targets and response times are met.
- Support staff in managing complex or sensitive patient queries.
3. Patient Experience & Communication- Ensure the reception area is welcoming, professional and accessible.
- Handle patient concerns and complaints promptly and sensitively, following practice policy.
- Promote positive communication between patients, staff and clinical teams.
- Ensure information for patients (signage, leaflets, digital screens) is up to date and clear.
4. Compliance & Risk Management- Ensure reception staff adhere to confidentiality, safeguarding, infection control, and GDPR/data protection policies.
- Maintain awareness of CQC standards relevant to front of house operations.
- Support the Practice Manager in audits and quality improvement work.
5. Systems & IT- Oversee reception use of clinical systems (e.g., EMIS) and ensure staff are trained and confident.
- Support the rollout of new systems, digital tools, and workflow improvements.
- Report technical issues to IT support promptly and ensure continuity of service.
6. Administrative Support- Support administrative processes such as registrations, recalls, document management, and appointment optimisation.
- Assist the Deputy Practice Manager with administrative tasks, reports, and projects as required.
- Maintain accurate records relating to staff performance, training and incidents.
Person Specification
Qualifications
Essential
- Previous supervisory or team leader experience.
- Excellent communication and customer service skills.
- Experience working in a fast paced environment.
- Strong organisational and multitasking abilities.
Desirable
- Experience working in a GP practice or NHS setting.
- Knowledge of EMIS or similar clinical systems.
- Understanding of medical terminology and primary care operations.
Person Specification
Qualifications
Essential
- Previous supervisory or team leader experience.
- Excellent communication and customer service skills.
- Experience working in a fast paced environment.
- Strong organisational and multitasking abilities.
Desirable
- Experience working in a GP practice or NHS setting.
- Knowledge of EMIS or similar clinical systems.
- Understanding of medical terminology and primary care operations.
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.