Reception Manager

Job description

Job responsibilities

1. Management

Manage and supervise the reception team, ensuring high standards of professionalism and service delivery.

Monitor daily workflow, ensuring adequate staffing levels and efficient task allocation.

Conduct annual appraisals and quarterly one-to-one meetings with reception staff to review performance, set objectives and identify training needs.

Arrange and chair monthly reception meetings.

Attend weekly management meetings with the Practice Manager, Deputy Practice Manager, Lead Nurse and GP Partner.

Lead on induction, training and competency sign-off for new receptionists.

Support staff well-being, manage absence, lateness and performance issues through Bright HR in line with practice policies.

2. Patient Services

Ensure effective management of reception and general patient services, maintaining a high-quality, patient-centred approach.

Oversee management of the waiting area, ensuring a clean, professional and welcoming environment.

Ensure telephone and face-to-face interactions are handled courteously, efficiently and in line with practice standards.

Oversee the handling of e-Consults and AccuRx messages, ensuring all patient contacts are triaged and actioned promptly.

Support staff in defusing and managing difficult or upset patients, ensuring issues are resolved professionally and empathetically.

Ensure prescription folders are monitored and processed daily in line with practice protocols.

Monitor the Medicine Management inbox, ensuring requests are allocated to the correct on-duty clinician.

3. Human Resources

Monitor and manage staff annual leave, study leave and sickness absence, including completion of return-to-work interviews.

Maintain up-to-date staff records using Bright HR.

Manage staff performance and, where necessary, assist with disciplinary and capability procedures in conjunction with the Practice manager and Deputy Practice Manager.

Participate in the recruitment, induction and ongoing training of new reception staff.

Foster teamwork, professional development and cross-cover capability across the reception and admin teams.

4. Administration, Information & Technology

Oversee patient registrations, including Healthtech and email submissions, ensuring GP2GP functionality is maintained and smart card access used correctly.

Ensure reception staff access all systems - EMIS, AccuRx, Docman, NHS Mail, TeamNet, Surgery Connect, using their personal logins to maintain an accurate audit trail.

Update and maintain patient demographics - PDS accurately.

Ensure repeat prescription requests are processed within the 48-hour timeframe and that blister pack prescriptions are managed via EPS within deadlines.

Promote and support patient registration for online services and the NHS App.

Maintain and update reception protocols and workflows on the practice intranet - TeamNet.

Support clinical staff to ensure the smooth running of daily clinics.

Attend meetings, take minutes and circulate actions where required.

Monitor and review the daily task rota, ensuring workload is appropriately distributed and completed.

Manage and action the Temporary Registration inbox.

Prepare the weekly and Saturday rota, ensuring adequate reception cover.

Complete and submit timesheets for payroll in line with agreed deadlines.

Manage petty cash collect, record and reconcile transactions, ensuring monthly handover for banking.

5. Health and Safety

Act as the Fire Marshall Representative for the practice.

Identify and report potential hazards or risks, ensuring appropriate action and documentation.

Maintain a tidy, safe and pleasant working environment.

6. Personal Development

Participate in an annual appraisal and objective-setting process with the Deputy Practice Manager.

Undertake training and development as required by the practice or in response to changes in primary care.

Maintain a personal training log and keep knowledge and skills up to date.

Person Specification

Qualifications

Essential

• A-level or equivalent

Desirable

• Diploma or equivalent qualification in management or business administration

Experience

Essential

• Minimum 2 years experience in a GP Surgery management or supervisory role.
• Working knowledge of EMIS Web, AccuRx, Docman, Bright HR or similar systems.
• Experience dealing with patients, complaints, and complex situations

Desirable

• Understanding of NHS policies, CQC compliance and confidentiality standards

Aptitudes and Attributes

Essential

• Intelligent, clear-thinking and analytical
• Excellent communication skills, both verbal and written
• Strong organisational and time management skills
• Able to work calmly under pressure and handle conflicting priorities
• Self-motivated, reliable, and professional at all times
• Flexible and willing to provide cross-cover when needed
• Demonstrates empathy, diplomacy and problem-solving skills
• Able to manage conflict constructively and support a positive team culture

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.

Employer details

Employer name

Bedford Hill Family Practice

Address

120 Bedford Hill

Balham

London

SW12 9HS

Employer's website

https://www.bedfordhillfamilypractice.co.uk/ (Opens in a new tab)