Job summary
Rainworth Surgery is committed to delivering high-quality, patient-focused healthcare within a supportive and efficient environment. We are seeking an experienced and highly organised Reception Manager to lead our front-of-house team and ensure the smooth operation of our services.
This key leadership role requires a proactive individual with excellent communication skills, a strong understanding of primary care operations, and the ability to manage a busy and dynamic reception area. The successful candidate will be responsible for overseeing day-to-day reception activities, supporting staff development, and maintaining a high standard of service for patients and visitors alike.
Main duties of the job
As Reception Manager at Rainworth Surgery, you will play a key role in ensuring the efficient and professional operation of our reception services. Your responsibilities will include:
- Team Management: Leading and supervising the reception team, including recruitment, training, performance monitoring, and rota management.
- Service Delivery: Ensuring the reception area operates smoothly and consistently, providing a high standard of service to patients, clinicians, and visitors.
- Patient Interaction: Managing complex enquiries and complaints with discretion, empathy, and professionalism.
- Compliance: Upholding confidentiality and ensuring all reception activities comply with practice policies, GDPR, and safeguarding regulations.
- Communication: Acting as a liaison between reception staff, clinical teams, and management to support effective coordination and problem-solving.
- Process Improvement: Identifying opportunities to enhance reception workflows and patient experience, and implementing agreed changes.
This role requires a proactive and organised individual with excellent interpersonal skills and a strong understanding of primary care operations.
About us
Rainworth Surgery is a Systemone Practice who provide high level of care and support for over 6000 patients in the Rainworth and Blidworth area. Rainworth Surgery is part of the Newark and Sherwood PCN. We are situated within the Rainworth Primary Care Centre on Warsop Lane.
Job description
Job responsibilities
Main Duties/Key Tasks:
- Supervise the reception team and provide day to day support when required, this includes filling any gaps in the reception rota
- Undertake induction & training of all new reception staff and monitor the current staff performance (appraisal) and/or assess training needs
- Ensure adequate staffing levels, approving annual and other leave and monitor sickness in line with practice policies
- Work in conjunction with centralised HR procedures and liaise with Mentor when appropriate
- Be the first line of management to the reception team to deal with disciplinary matters, incidents or accidents (this includes accurately documenting any issue, carrying out any actions and informing the Practice Manager)
- Ensure return to work interviews are undertaken, notifying management of outcomes
- Ensure the team is operating effectively and professional at all times.
- Continually assess and evaluate systems, recommending changes and improvements to management
- Act as a role model for all staff supporting, motivating and promoting good staff relations
- Facilitate team meetings as required and effectively communicate practice directives.
- Attend management meetings.
- Liaise with management concerning staffing and organisation work when necessary
- Apply the practice clinical rotas to S1
- Supervise practice appointment capacity and resource deployment in line with practice policy and alongside other members of the management team and act on any issues or problems that occur.
- Ability to resolved complaints at the first point of contact, escalating any issues as needed.
- Co ordinate palliative care MDTs and action outcomes in line with contractual obligations
- Safeguarding Admin Lead for the practice
- Manage and distribute safety alerts
- Surgery Representative for the surgery PPG group.
Premises, IT and Equipment
- Responsible for ensuring the practice clinical system (SystmOne) is efficiently working and liaising with appropriate external services if any problems occur
- Be a smartcard sponsor
- Maintain Blue Stream Academy administration tasks
- Update the practice website when appropriate
- Responsible for reporting any faults to software suppliers and track progress for swift resolution
- Responsible for ensuring practice equipment and hardware (medical or non-medical) is efficiently working and liaising with IT Lead or appropriate external services is any problems occur
- Responsible day to day for maintaining a fully functioning telephone system and liaising with appropriate external services if any problems occur
- Responsible for helping to resolve any premises accident, problem or issue alongside the management team and other colleagues to ensure patient and staff safety
- Be the first point of contact for CHP and premises issues
- Attend BUG meetings and feedback as appropriate
Administration & Data Quality
- Be a SystmOne super user
- Ensure data standards are maintained by all staff
- Responsible for the production of information for clinical audit as requested by the clinical sub groups.
- Monitor the appropriate read coding of information into the clinical system and ensuring data entry policies and procedures are adhered to by staff
- Manage current and new user profiles on the clinical system
- Support and guide members of staff in the use of the computer system
- Ensure security of data at all times
Job description
Job responsibilities
Main Duties/Key Tasks:
- Supervise the reception team and provide day to day support when required, this includes filling any gaps in the reception rota
- Undertake induction & training of all new reception staff and monitor the current staff performance (appraisal) and/or assess training needs
- Ensure adequate staffing levels, approving annual and other leave and monitor sickness in line with practice policies
- Work in conjunction with centralised HR procedures and liaise with Mentor when appropriate
- Be the first line of management to the reception team to deal with disciplinary matters, incidents or accidents (this includes accurately documenting any issue, carrying out any actions and informing the Practice Manager)
- Ensure return to work interviews are undertaken, notifying management of outcomes
- Ensure the team is operating effectively and professional at all times.
- Continually assess and evaluate systems, recommending changes and improvements to management
- Act as a role model for all staff supporting, motivating and promoting good staff relations
- Facilitate team meetings as required and effectively communicate practice directives.
- Attend management meetings.
- Liaise with management concerning staffing and organisation work when necessary
- Apply the practice clinical rotas to S1
- Supervise practice appointment capacity and resource deployment in line with practice policy and alongside other members of the management team and act on any issues or problems that occur.
- Ability to resolved complaints at the first point of contact, escalating any issues as needed.
- Co ordinate palliative care MDTs and action outcomes in line with contractual obligations
- Safeguarding Admin Lead for the practice
- Manage and distribute safety alerts
- Surgery Representative for the surgery PPG group.
Premises, IT and Equipment
- Responsible for ensuring the practice clinical system (SystmOne) is efficiently working and liaising with appropriate external services if any problems occur
- Be a smartcard sponsor
- Maintain Blue Stream Academy administration tasks
- Update the practice website when appropriate
- Responsible for reporting any faults to software suppliers and track progress for swift resolution
- Responsible for ensuring practice equipment and hardware (medical or non-medical) is efficiently working and liaising with IT Lead or appropriate external services is any problems occur
- Responsible day to day for maintaining a fully functioning telephone system and liaising with appropriate external services if any problems occur
- Responsible for helping to resolve any premises accident, problem or issue alongside the management team and other colleagues to ensure patient and staff safety
- Be the first point of contact for CHP and premises issues
- Attend BUG meetings and feedback as appropriate
Administration & Data Quality
- Be a SystmOne super user
- Ensure data standards are maintained by all staff
- Responsible for the production of information for clinical audit as requested by the clinical sub groups.
- Monitor the appropriate read coding of information into the clinical system and ensuring data entry policies and procedures are adhered to by staff
- Manage current and new user profiles on the clinical system
- Support and guide members of staff in the use of the computer system
- Ensure security of data at all times
Person Specification
Experience
Essential
- Sound knowledge of Windows and MS Office
- Awareness of data security requirements
- IT literate
- Good verbal and written communication skills
- Problem solving skills
- Flexible approach, team player,
Desirable
- System One Experience (or Other similar clinical system)
- Experience managing a team
- Experience of working in a GP practice
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
- Management or Team Leader qualification
Person Specification
Experience
Essential
- Sound knowledge of Windows and MS Office
- Awareness of data security requirements
- IT literate
- Good verbal and written communication skills
- Problem solving skills
- Flexible approach, team player,
Desirable
- System One Experience (or Other similar clinical system)
- Experience managing a team
- Experience of working in a GP practice
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
- Management or Team Leader qualification
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.