Reception Manager
Job Description
Job summary
We are looking for a proactive and supportive Reception Manager to lead our front-of-house team. This is a key role within the practice, ensuring the smooth day-to-day running of our reception services while delivering an excellent patient experience. You will oversee our team of Care Navigators, helping them to provide efficient, professional, and patient-centred support.
This is a fantastic opportunity to join a small, supportive team where your contribution will truly make a difference. We pride ourselves on our positive working environment, strong team spirit, and commitment to continuous improvement. If you are an organised, motivated leader with a passion for patient care and team development, we would love to hear from you.
Main duties of the job
Staff Management
Reception Services
Appointment Management
Patient Administration
Complaints and Patient Feedback
Governance and Compliance
Communication
General Responsibilities
About us
We are a welcoming and close-knit GP practice serving a population of 3,600 patients in the heart of Woolton Village. Our dedicated team includes 3 GPs, a Practice Nurse, a Healthcare Assistant, and 6 Care Navigators, all working together to provide high-quality, compassionate care to our community.
Job responsibilities
Staff Management
- Supervise and support all reception staff.
- Undertake induction and training of new employees.
- Monitor staff performance and identify development needs.
- Conduct annual appraisals and regular one-to-one meetings.
- Manage reception rotas, annual leave requests and sickness absence.
- Promote a positive and supportive working environment.
Reception Services
- Oversee the day-to-day operation of reception services.
- Ensure patients receive a courteous, professional and confidential service.
- Support staff in managing challenging situations and patient concerns.
- Monitor telephone access and patient experience.
- Ensure reception procedures are followed consistently.
Appointment Management
- Maintain appointment systems and clinical rotas.
- Ensure appointments are booked appropriately in line with practice protocols.
- Work closely with clinicians to maximise appointment availability.
- Monitor demand and capacity, escalating concerns where necessary.
Patient Administration
- Ensure accurate patient registration and record maintenance.
- Oversee scanning, coding and workflow processes where applicable.
- Ensure administrative tasks are completed within agreed timescales.
- Support compliance with NHS contractual requirements.
Complaints and Patient Feedback
- Assist in the management and resolution of complaints.
- Investigate issues relating to reception services.
- Identify opportunities for service improvement through patient feedback.
Governance and Compliance
- Ensure compliance with GDPR, confidentiality and information governance requirements.
- Maintain awareness of NHS policies and practice procedures.
- Support audits and quality improvement activities.
- Participate in CQC preparation and inspections as required.
Communication
- Act as a communication link between reception staff, clinicians and management.
- Attend team meetings and contribute to service development.
- Communicate organisational changes effectively to the reception team.
General Responsibilities
- Maintain confidentiality at all times.
- Participate in mandatory training.
- Adhere to all practice policies and procedures.
- Undertake any other duties appropriate to the role and grade
Person Specification
Skills and Abilities
Essential
- Excellent communication skills.
- Strong organisational and time management skills.
- Ability to manage competing priorities.
- Effective leadership and team management skills.
- Competent IT skills including Microsoft Office.
- Ability to work under pressure in a busy environment
Desirable
- Ability to analyse service performance data.
- Experience of service improvement projects.
Knowledge
Essential
- Understanding of confidentiality and data protection requirements.
- Knowledge of patient-centred customer service principles.
- Understanding of NHS primary care services.
Desirable
- Knowledge of NHS contractual requirements.
- Understanding of information governance standards.
- Awareness of CQC Fundamental Standards.
Experience
Essential
- Previous experience working within a GP practice, NHS or healthcare setting.
- Experience supervising or managing staff.
- Experience dealing with patients and members of the public.
- Experience using clinical systems and appointment management processes.
Desirable
- Experience of staff recruitment and appraisal processes.
- Experience supporting CQC compliance activities.
- Experience with EMIS Web.
Qualifications
Essential
- GCSE English and Mathematics or equivalent
Desirable
- Evidence of continued professional development
- Leadership or management qualification
Personal Attributes
Essential
- Professional and approachable manner.
- Reliable and trustworthy.
- Positive attitude towards change.
- Ability to maintain confidentiality.
- Flexible and adaptable.
- Commitment to equality, diversity and inclusion.
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
The Village Medical Centre
Address
20 Quarry Street
Liverpool
L25 6HE
United Kingdom
Employer's website
https://www.villagemedicalcentre.co.uk/ (Opens in a new tab)
