Reception Manager

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.

Key

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

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

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.

Qualifications