Job summary
Horizon Healthcare is seeking to appoint an experienced and
dynamic Reception Manager to lead our reception team across all sites. The
successful candidate will oversee a team of 24 staff, including senior
receptionists and patient coordinators, ensuring the smooth running of the
Practice and the delivery of outstanding patient care.
Main duties of the job
Lead, motivate, and manage a team of 24 staff,
comprising senior receptionists and patient coordinators, across multiple
sites.
Oversee all aspects of the day-to-day operation
of the reception team, ensuring the efficient and effective handling of patient
enquiries and appointments.
Provide strong leadership, guidance, and support
to all team members, fostering a positive and collaborative working
environment.
Develop and implement reception procedures and
protocols to enhance service delivery and patient satisfaction.
Monitor performance and workflow, identifying
areas for improvement and implementing solutions.
Ensure compliance with all relevant policies,
procedures, and regulatory requirements.
Work closely with clinical and administrative
teams to support the overall objectives of the Practice.
Handle patient concerns and complaints
sensitively and efficiently, striving to resolve issues and maintain high
standards of service.
Participate in recruitment, induction, and
ongoing training of reception staff.
Maintain accurate records and provide reports as
required by Practice management.
About us
Horizon Healthcare is a
forward-thinking General Practice with motivated multi-disciplinary teams of
both administrative and healthcare professional colleagues. Based in the City Centre we also have a Branch surgery in Mackworth.
Horizon Healthcare has a list size of 28,000+ patients and offer
competitive rates of pay based on experience and skill levels.
Job description
Job responsibilities
Leadership and Management
Manage and support the Senior Receptionists, ensuring consistent leadership across all reception functions.
Oversee day-to-day operations of the reception team, ensuring adequate cover and fair task allocation across both sites.
Act as first point of contact for Senior Receptionists regarding daily operational queries or team issues.
Lead on staff rotas, absence cover, and coordination of breaks and shifts.
Provide clear guidance and direction to the team, ensuring expectations are understood and upheld.
Support the Seniors to handle patient and staff queries, escalating to management only when necessary.
Conduct 1:1s, return to works, informal reviews and contribute to the appraisal process for reception staff.
Support recruitment, induction, and ongoing training of new reception staff.
Identify performance concerns early and address them constructively with staff, with support from management where required.
Operational Oversight
Ensure reception operates efficiently, providing a high-quality, patient-centred service.
Monitor call response times, appointment bookings, and front desk activity to maintain standards.
Ensure the Seniors maintain oversight of their assigned workstreams.
Maintain and update reception processes, protocols, and TeamNet documentation.
Oversee inbox management, online consultation processing, and patient messaging workflows.
Ensure accuracy of triage categorisation, appointment types and clinician allocation.
Support communication and coordination between reception and clinicians.
Team Development
- Provide coaching, mentorship and on-the-job support to all reception staff.
- Organise and deliver team briefings and cascade important updates from management.
- Promote teamwork, problem-solving and ownership of responsibilities.
- Identify development opportunities and support training needs.
Service Improvement
- Contribute to practice meetings and quality improvement projects.
- Support and conduct audits, data monitoring and workflow redesign.
- Suggest and trial improvements to systems or patient pathways.
- Monitor patient feedback (e.g. Friends and Family Test/Google) and address issues promptly.
Professional Conduct
- Model professional behaviour and high standards of communication at all times.
- Maintain confidentiality, integrity and a positive, calm manner under pressure.
- Support equality, diversity, and inclusion in all aspects of work.
Job description
Job responsibilities
Leadership and Management
Manage and support the Senior Receptionists, ensuring consistent leadership across all reception functions.
Oversee day-to-day operations of the reception team, ensuring adequate cover and fair task allocation across both sites.
Act as first point of contact for Senior Receptionists regarding daily operational queries or team issues.
Lead on staff rotas, absence cover, and coordination of breaks and shifts.
Provide clear guidance and direction to the team, ensuring expectations are understood and upheld.
Support the Seniors to handle patient and staff queries, escalating to management only when necessary.
Conduct 1:1s, return to works, informal reviews and contribute to the appraisal process for reception staff.
Support recruitment, induction, and ongoing training of new reception staff.
Identify performance concerns early and address them constructively with staff, with support from management where required.
Operational Oversight
Ensure reception operates efficiently, providing a high-quality, patient-centred service.
Monitor call response times, appointment bookings, and front desk activity to maintain standards.
Ensure the Seniors maintain oversight of their assigned workstreams.
Maintain and update reception processes, protocols, and TeamNet documentation.
Oversee inbox management, online consultation processing, and patient messaging workflows.
Ensure accuracy of triage categorisation, appointment types and clinician allocation.
Support communication and coordination between reception and clinicians.
Team Development
- Provide coaching, mentorship and on-the-job support to all reception staff.
- Organise and deliver team briefings and cascade important updates from management.
- Promote teamwork, problem-solving and ownership of responsibilities.
- Identify development opportunities and support training needs.
Service Improvement
- Contribute to practice meetings and quality improvement projects.
- Support and conduct audits, data monitoring and workflow redesign.
- Suggest and trial improvements to systems or patient pathways.
- Monitor patient feedback (e.g. Friends and Family Test/Google) and address issues promptly.
Professional Conduct
- Model professional behaviour and high standards of communication at all times.
- Maintain confidentiality, integrity and a positive, calm manner under pressure.
- Support equality, diversity, and inclusion in all aspects of work.
Person Specification
Qualifications
Essential
- Proven experience in a senior reception role, ideally within a GP Practice setting.
- Exceptional leadership skills with the ability to inspire, motivate, and manage a large team.
- Strong organisational and time management abilities.
- Excellent interpersonal and communication skills, with a commitment to delivering outstanding patient service.
- Ability to remain calm and professional under pressure.
- Proactive approach to problem solving and continuous improvement.
- High level of IT literacy and familiarity with healthcare systems is an advantage.
- Flexible and adaptable to the changing needs of the Practice.
- Please see attached job description for full list.
Desirable
- Previous experience working in a senior reception or management role within a GP Practice.
- Relevant qualifications in healthcare administration or management.
- Please see attached job description for full list.
Person Specification
Qualifications
Essential
- Proven experience in a senior reception role, ideally within a GP Practice setting.
- Exceptional leadership skills with the ability to inspire, motivate, and manage a large team.
- Strong organisational and time management abilities.
- Excellent interpersonal and communication skills, with a commitment to delivering outstanding patient service.
- Ability to remain calm and professional under pressure.
- Proactive approach to problem solving and continuous improvement.
- High level of IT literacy and familiarity with healthcare systems is an advantage.
- Flexible and adaptable to the changing needs of the Practice.
- Please see attached job description for full list.
Desirable
- Previous experience working in a senior reception or management role within a GP Practice.
- Relevant qualifications in healthcare administration or management.
- Please see attached job description for full list.
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.
