Job summary
We are seeking a Reception Manager to lead a dedicated team
to deliver exceptional levels of customer service to our patients and visitors.
Previous management experience and leadership skills are essential as well as
primary care experience. You will need to demonstrate the ability to
communicate effectively at all levels and have excellent customer service
skills. You will be responsible for ensuring that all patients are provided
with an outstanding and consistent service, ensuring that no patient leaves the
surgery unhappy. You must have excellent communication skills, empathy,
compassion and a strong desire to learn new skills. You must have a positive
attitude, be self-motivated and have the ability to think innovatively to be
successful in this role. An assertive professional will be required to ensure that the drive to
continuously improve is embedded within the reception team.
Main duties of the job
As Reception Manager, you will oversee Reception operations
to ensure that team members are prepared and well-informed to deliver our
patients an exceptional experience. You will be expected to meet the
expectations of our patients and visitors, therefore, must perform the
following tasks to the highest standards:
Oversee the entire front office operation to maintain high
standards
Evaluate levels of patient satisfaction and monitor trends,
with a focus on continuous improvement
Ensure the reception team maintain/exceed departmental
targets and objectives
Set and manage appropriate work schedules for team members
and clinical team
Ensure team members have current knowledge of services and
are continuously trained to learn and understand policies and practices
Monitor staffing levels to meet/cover business demands
Conduct weekly/monthly communication meetings and produce
minutes
Recruit, manage, train and develop the reception team
To support patient retention and enhance patient
satisfaction
To ensure all customer enquiries and complaints are handled
within agreed timescales.
Motivate and engage your team to create a culture of high
performance and excellent service.
Build relationships and ascertain how the practice can best
serve individual patient needs
About us
Mayfield Surgery is a busy Practice with a
population size of 9000 patients. Our clinical team consists of 4 GP
partners, 2 Salaried GPs, 1 Advanced Nurse Practitioner, 1 Practice Nurse and 1 Nurse Associate. We are also a training Practice and
currently have 1 GP trainees at the Practice.
Job description
Job responsibilities
Key ResponsibilitiesTeam Supervision & Leadership
-
Lead and supervise the reception team, ensuring adequate staffing levels and effective rota management.
-
Support recruitment, induction, training, and appraisal of reception staff in line with practice policies.
-
Provide mentoring, motivation, and performance management to ensure a high standard of patient service.
-
Conduct regular team meetings and ensure clear communication of updates, policies, and procedures.
Operational Management
-
Ensure reception services operate smoothly and efficiently during all opening hours.
-
Monitor patient flow, appointment bookings, and triage processes to optimise access and service delivery in line with NHS Englands Access to General Practice standards.
-
Handle and resolve patient complaints or concerns in a timely, professional, and empathetic manner.
-
Ensure all reception-related policies (e.g. confidentiality, data protection, safeguarding) are followed.
Quality & Compliance
-
Assist in the implementation of NICE and CQC standards relating to reception and patient access.
-
Monitor call handling, appointment scheduling, and other KPIs to ensure continuous improvement.
-
Conduct audits (e.g. reception efficiency, waiting times) and contribute to CQC readiness.
-
Maintain accurate records of incidents, complaints, and staff performance issues.
IT & Administration
-
Ensure that patient records, appointment systems, and administrative tasks are managed accurately and efficiently using clinical software systems (e.g. EMIS, SystmOne).
-
Liaise with clinical and non-clinical teams to ensure smooth communication and coordination.
-
Support the Practice Manager with projects, reports, and service development initiatives.
Job description
Job responsibilities
Key ResponsibilitiesTeam Supervision & Leadership
-
Lead and supervise the reception team, ensuring adequate staffing levels and effective rota management.
-
Support recruitment, induction, training, and appraisal of reception staff in line with practice policies.
-
Provide mentoring, motivation, and performance management to ensure a high standard of patient service.
-
Conduct regular team meetings and ensure clear communication of updates, policies, and procedures.
Operational Management
-
Ensure reception services operate smoothly and efficiently during all opening hours.
-
Monitor patient flow, appointment bookings, and triage processes to optimise access and service delivery in line with NHS Englands Access to General Practice standards.
-
Handle and resolve patient complaints or concerns in a timely, professional, and empathetic manner.
-
Ensure all reception-related policies (e.g. confidentiality, data protection, safeguarding) are followed.
Quality & Compliance
-
Assist in the implementation of NICE and CQC standards relating to reception and patient access.
-
Monitor call handling, appointment scheduling, and other KPIs to ensure continuous improvement.
-
Conduct audits (e.g. reception efficiency, waiting times) and contribute to CQC readiness.
-
Maintain accurate records of incidents, complaints, and staff performance issues.
IT & Administration
-
Ensure that patient records, appointment systems, and administrative tasks are managed accurately and efficiently using clinical software systems (e.g. EMIS, SystmOne).
-
Liaise with clinical and non-clinical teams to ensure smooth communication and coordination.
-
Support the Practice Manager with projects, reports, and service development initiatives.
Person Specification
Qualifications
Essential
- Essential
- Experience supervising a team, ideally in healthcare or public-facing rolePrevious experience in a GP practice
- Excellent communication, leadership, and interpersonal skillsKnowledge of SystmOne
- Strong organisational and time management skills
- Understanding of CQC, GDPR, and safeguarding
Desirable
- NVQ Level 3 in Business Admin / Customer Service
Person Specification
Qualifications
Essential
- Essential
- Experience supervising a team, ideally in healthcare or public-facing rolePrevious experience in a GP practice
- Excellent communication, leadership, and interpersonal skillsKnowledge of SystmOne
- Strong organisational and time management skills
- Understanding of CQC, GDPR, and safeguarding
Desirable
- NVQ Level 3 in Business Admin / Customer Service
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.
