Job summary
A GP Reception Manager focuses on leading the front-of-house
team, ensuring smooth daily operations, managing patient flow, overseeing
appointments, handling complex enquiries, supporting staff training and rotas,
maintaining IT systems, and collaborating with the practice management for
efficient patient-focused care in a GP surgery setting. Key responsibilities
include leadership, administration, patient liaison, and ensuring practice
protocols are followed.
Main duties of the job
- Supervision and Guidance: Provide day-to-day support, supervision, and first-line management for the reception team.
- Rota and Workflow Management: Plan, manage, and adjust staff rotas to ensure adequate cover across all operating hours, including for leave and sickness.
- Training: Coordinate staff inductions, identify training needs, and ensure all team members are up-to-date with mandatory training and practice procedures.
- Performance Management: Conduct staff appraisals and performance reviews.
- Front Desk Operations: Oversee the reception area, ensuring it is tidy, welcoming, and runs efficiently.
- Patient Interaction: Greet patients, manage general inquiries, and direct them to the appropriate service or healthcare professional.
- Complaints Handling: Serve as the first point of contact for verbal patient complaints and concerns, attempting to diffuse issues at an early stage.
- Data and Records Management: Ensure accurate patient registration and data entry into clinical systems (e.g., EMIS Web or SystmOne).
- IT Systems: Ensure effective use of practice IT and telephony systems, troubleshoot basic IT issues, and coordinate with IT support when needed.
- Facilities and Health & Safety: Assist with building management duties, such as coordinating maintenance, ensuring security protocols are followed, and acting as a fire marshal.
About us
We are an NHS GP Practice. Our doctors have been serving the community of Pimlico and Westminster for many years. We provide a range of dedicated services within our Practice.
We work in association with local NHS services and we strive to continue to serve the local community and provide the highest standard of care and clinical excellence.
Our current list size has over 14,000 registered patients with majority living within our catchment area. Our practice aims to work in partnership with our patients to provide and deliver healthcare with a personalised approach. We welcome the opportunity for our patients to make informed decisions about their care, whilst ensuring we maintain the utmost dignity and respect for patients, their families and their wishes.
Job description
Job responsibilities
Team Leadership and Management
- Supervision and Guidance: Provide day-to-day support, supervision, and first-line management for the reception team, acting as a role model and primary point of contact for staff concerns.
- Rota and Workflow Management: Plan, manage, and adjust staff rotas to ensure adequate cover across all operating hours, including for leave and sickness.
- Recruitment and Training: Participate in the recruitment process, coordinate staff inductions, identify training needs, and ensure all team members are up-to-date with mandatory training and practice procedures.
- Performance Management: Conduct staff appraisals, performance reviews, and return-to-work interviews after absence.
- Communication: Foster effective communication within the team and with other departments, including running regular team meetings and shift handovers.
Reception and Patient Services
- Front Desk Operations: Oversee the reception area, ensuring it is tidy, welcoming, and runs efficiently, which includes sometimes covering the front desk themselves.
- Patient Interaction: Greet patients, manage general inquiries, and direct them to the appropriate service or healthcare professional (care navigation).
- Complaints Handling: Serve as the first point of contact for verbal patient complaints and concerns, attempting to diffuse issues at an early stage and escalating formal complaints when necessary.
- Appointment Management: Oversee the practice appointment system, ensuring efficient booking, cancellation, and alteration of clinical sessions.
Administration and Compliance
- Policy and Procedure: Implement, review, and update reception and administrative policies and procedures in line with practice and NHS guidelines.
- Data and Records Management: Ensure accurate patient registration and data entry into clinical systems (e.g., EMIS Web or SystmOne), adhering to confidentiality and GDPR regulations.
- IT Systems: Ensure effective use of practice IT and telephony systems, troubleshoot basic IT issues, and coordinate with IT support when needed.
- Facilities and Health & Safety: Assist with building management duties, such as coordinating maintenance, ensuring security protocols are followed, and acting as a fire marshal.
Job description
Job responsibilities
Team Leadership and Management
- Supervision and Guidance: Provide day-to-day support, supervision, and first-line management for the reception team, acting as a role model and primary point of contact for staff concerns.
- Rota and Workflow Management: Plan, manage, and adjust staff rotas to ensure adequate cover across all operating hours, including for leave and sickness.
- Recruitment and Training: Participate in the recruitment process, coordinate staff inductions, identify training needs, and ensure all team members are up-to-date with mandatory training and practice procedures.
- Performance Management: Conduct staff appraisals, performance reviews, and return-to-work interviews after absence.
- Communication: Foster effective communication within the team and with other departments, including running regular team meetings and shift handovers.
Reception and Patient Services
- Front Desk Operations: Oversee the reception area, ensuring it is tidy, welcoming, and runs efficiently, which includes sometimes covering the front desk themselves.
- Patient Interaction: Greet patients, manage general inquiries, and direct them to the appropriate service or healthcare professional (care navigation).
- Complaints Handling: Serve as the first point of contact for verbal patient complaints and concerns, attempting to diffuse issues at an early stage and escalating formal complaints when necessary.
- Appointment Management: Oversee the practice appointment system, ensuring efficient booking, cancellation, and alteration of clinical sessions.
Administration and Compliance
- Policy and Procedure: Implement, review, and update reception and administrative policies and procedures in line with practice and NHS guidelines.
- Data and Records Management: Ensure accurate patient registration and data entry into clinical systems (e.g., EMIS Web or SystmOne), adhering to confidentiality and GDPR regulations.
- IT Systems: Ensure effective use of practice IT and telephony systems, troubleshoot basic IT issues, and coordinate with IT support when needed.
- Facilities and Health & Safety: Assist with building management duties, such as coordinating maintenance, ensuring security protocols are followed, and acting as a fire marshal.
Person Specification
Experience
Essential
- Experience of working in the NHS (specifically GP Practices).
- Experience of working with patients.
Desirable
- Experience of using SystmOne.
- Experience as a Team Leader or Reception Manager.
Person Specification
Experience
Essential
- Experience of working in the NHS (specifically GP Practices).
- Experience of working with patients.
Desirable
- Experience of using SystmOne.
- Experience as a Team Leader or Reception Manager.
