Reception Manager

Job summary

We are looking to recruit an experienced and motivated Reception Manager to lead our Reception and patient-facing services across Grove House and Heath Road sites.

Working closely with the Business Manager, and Operational Practice Manager the successful candidate will ensure the delivery of an efficient, high-quality and patient-focused reception service. The role involves managing and developing a team, monitoring performance, and adapting services to meet the evolving needs of patients and the practice.

You will also act as the main point of contact for patient liaison, including complaints, feedback, and communication initiatives.

Main duties of the job

• Lead, manage and develop the Reception teams across both sites
• Deliver a high standard of customer service to patients and stakeholders
• Recruit, train, support and appraise staff, ensuring continuous development
• Set, monitor and report on KPIs and team performance
• Provide regular performance reports to the Business Manager
• Oversee patient experience within reception and waiting areas
• Develop and implement patient communication strategies across multiple platforms
• Act as the first point of contact for patient complaints, ensuring timely resolution
• Manage patient feedback systems and lead the Patient Participation Group
• Ensure compliance with CQC, Health & Safety and other regulatory standards
• Support and lead on Health & Safety processes within the practice
• Manage clinical rotas/templates within EMIS, ensuring service continuity
• Oversee patient registrations, GP2GP processes and workflow management
• Ensure effective use of space, including room and seating availability
• Identify and implement service improvements in collaboration with the wider team

About us

Grove House Practice is a forward-thinking and patient-focused GP practice, committed to delivering high-quality care across two sites. We pride ourselves on providing a supportive working environment and continuously improving our services to meet the needs of our patients and staff.