Care Co-ordinating Reception Manager

• Provide day-to-day leadership and management of the Care Navigation team.
• Support, motivate and develop team members, providing guidance and coaching where required.
• Monitor workloads and ensure key daily tasks are completed efficiently and effectively.
• Manage day-to-day operational issues and support staff in resolving challenges.
• Lead and support annual appraisals and personal development discussions.
• Manage staffing levels, rota planning and leave requests to ensure appropriate service provision.
• Participate in recruitment, induction and onboarding of new team members.
• Co-ordinate and oversee training and development for reception staff.
• Facilitate regular team meetings, encouraging communication and continuous improvement.
• Assist with the preparation of staff communications and practice updates.
• Manage complex patient enquiries and informal complaints relating to reception services.
• Act as a key point of contact between reception staff, clinicians and management.
• Review existing systems and processes, making recommendations to improve efficiency, quality and patient experience.
• Support effective utilisation of clinical appointments and appointment capacity.
• Monitor booking processes and help ensure patients are directed to the most appropriate service.
• Co-ordinate the Patient Participation Group, including meeting organisation, agendas and minutes.
• Manage communications relating to patients who have moved outside the practice boundary.
• Support health and safety responsibilities, including designated fire marshal duties.
• Ensure reception areas remain organised, well-equipped and professional at all times.
• Oversee practice deliveries and ensure compliance with cold chain requirements where applicable.
• Liaise with IT support providers regarding routine technical issues.

• Maintain flexibility to support reception operations during periods of annual leave, sickness or unexpected absence.
• Deal with telephone enquiries from patients and members of the public.
• Book appointments and home visits, ensuring patients are directed to the most appropriate clinician or service.
• Cancel and rearrange appointments where required.
• Process prescription requests and liaise with the pharmacy team as necessary.

• Participate in quality improvement work and audits.
• Support the delivery of QOF, contractual and regulatory requirements.
• Assist with seasonal vaccination campaigns and other health initiatives.
• Deputise for the Assistant Manager or Practice Manager during periods of absence.
• Undertake other duties appropriate to the role and level of responsibility.

• A supportive and approachable management team.
• Opportunities to develop leadership and management skills.
• A varied and rewarding role where no two days are the same.
• The opportunity to influence and improve patient services.
• Ongoing training and development.
• A positive team culture that values collaboration, innovation and staff wellbeing.

Essential

• Positive and professional approach
• Caring empathetic and patient-focused
• Confident and approachable
• Flexible and adaptable
• Motivated and enthusiastic
• Ability to use initiative and sound judgement
• Forward-thinking with a desire to improve services
• Honest reliable and trustworthy
• Calm and resilient under pressure
• Flexibility to work outside normal office hours when required.
• Commitment to maintaining confidentiality.
• Satisfactory DBS check.

Desirable

• Commitment to ongoing personal and professional development

Essential

• Experience working with the general public
• Experience in an administrative customer service or public-facing role
• Experience of working collaboratively within a team environment

Desirable

• Experience within General Practice, primary care or another healthcare setting
• Experience supervising leading mentoring or co-ordinating a team
• Experience in service co-ordination project work or process improvement
• Experience working with a range of healthcare professionals or multidisciplinary teams

Essential

• GCSE English Grade C or 4 or above and at least three other GCSEs or equivalent qualifications

Desirable

• A-Level qualification or equivalent
• AMSPAR qualification
• NVQ Level 2 in Health and Social Care
• Leadership or management qualification