Reception Manager

Job summary

We are looking for an enthusiastic and reliable full-time Reception Manager to join our busy, friendly, and growing Practice in Old Coulsdon, Surrey.

This is a key role within the Practice, ideal for someone who is passionate about delivering excellent patient care and supporting a high-performing team.

The ideal candidate will:

Have excellent customer service and communication skills

Have experience of managing, leading, and supporting a team

Be highly organised, with strong attention to detail

Demonstrate effective problem-solving abilities

Be flexible, proactive, and able to work in a fast-paced environment

In return, you will be joining a supportive and welcoming team within a well-established practice, where your contribution will be valued.

Main duties of the job

The Reception Manager is responsible for the effective day-to-day management of the reception team, ensuring high standards of patient service, efficient appointment management, and compliance with practice policies and NHS requirements.

The role includes responsibility for coordinating the practices Total Triage system, ensuring safe, efficient management of patient demand and access.

The role supports the delivery of safe, responsive, and well-organised front line services, contributing to positive patient experience and operational efficiency.

About us

The Old Coulsdon Medical Practice provides primary care services in Coulsdon to approximately 19,500 patients

The clinical team at the surgery is made up of 5 Partner GP's, 6 Salaried GP's , 4 Nurses, 1 Nurse Associate, 2 Healthcare Assistants, 3 Pharmacists, 1 Pharmacy Technician, 2 Paramedic, 1 First Contact Practitioner Physiotherapist and over 20 non-clinical staff made up of receptionists and administrators.

The practice is a training practice for trainee GP's and provides teaching to medical students and nurses.

The practice is registered as a partnership with the Care Quality Commission to provide the regulated activities of diagnostic and screening procedures, maternity and midwifery services, family planning services, treatment of disease, disorder or injury and surgical procedures.

The practice ethos of providing high quality and caring services by friendly proactive teams.

The Practice is a member of SPC Health Primary Care Network (PCN). The PCN is a collaboration of 4 local GP practices that service a total population of approx. 53,000 patients.

Job responsibilities

Key Responsibilities

Team Management & Leadership

Line manage reception staff, including recruitment, induction, training and appraisal

Lead, motivate and support the reception team to deliver a high-quality service

Manage rotas, annual leave and sickness absence in line with practice policy

Conduct return-to-work meetings and address performance issues promptly

Facilitate regular team meetings and communication updates

Patient Services & Front Desk Operations

Oversee daily reception operations, ensuring adequate staffing and service coverage

Ensure patients are greeted professionally and treated with dignity and respect

Manage appointment systems effectively (including same-day demand and triage support)

Monitor and improve patient flow and access to services

Complaints & Patient Experience

Act as first point of contact for patient concerns and complaints at reception level

Resolve issues promptly and escalate where appropriate

Support the complaints process in line with NHS requirements

Use feedback to identify service improvements

Operational & Administrative Oversight

Ensure reception processes are efficient, standardised and documented (SOPs)

Monitor performance metrics (e.g. call handling, access, waiting times)

Support audits and quality improvement initiatives

Maintain up-to-date knowledge of practice systems (e.g. EMIS, AccuRx)

Information Governance & Confidentiality

Ensure all reception staff adhere to GDPR, confidentiality and data protection policies

Monitor compliance with information governance and Caldicott principles

Ensure accurate patient data recording and secure handling of information

Safeguarding & Health & Safety

Act as a safeguarding point of awareness within the reception team

Ensure staff understand safeguarding procedures and reporting processes

Maintain compliance with health and safety requirements within the reception area

Continuous Improvement

Identify opportunities to improve workflows, patient access and efficiency

Contribute to practice and PCN-wide improvement initiatives

Support implementation of new systems and service changes

General Responsibilities

Work collaboratively with clinicians and the wider multidisciplinary team

Maintain professionalism, confidentiality, and high standards at all times

Undertake any other duties appropriate to the role

Person specification

Qualifications

Essential

• Experience of working in a GP practice or healthcare setting
• Previous supervisory or management experience
• Experience managing or supporting a team
• Commitment to continuous professional development
• 5 GCSEs or above
• Strong leadership and people management skills
• Excellent communication skills (face-to-face, telephone and written)
• Good understanding of NHS primary care systems and patient pathways
• Competence in clinical systems (e.g. EMIS, AccuRx)
• Ability to manage competing priorities in a busy environment
• Knowledge of confidentiality, GDPR and data protection
• Professional, approachable and patient-focused
• Calm under pressure with strong problem-solving skills
• Highly organised with attention to detail
• Flexible and adaptable to meet service needs
• Positive attitude and team-focused approach
• Enhanced DBS check required