Reception Manager

The Reception Manager will lead and manage the day-to-day operation of the Reception, Workflow and Administrative teams, ensuring patients receive a professional, responsive and high-quality service. The post-holder will oversee patient access, appointment management, reception performance, workflow processes and staff supervision while supporting service improvement and operational efficiency. Working closely with the Practice Manager and Assistant Practice Manager, the Reception Manager will be responsible for staff leadership, rota management, patient experience, information governance, quality monitoring and ensuring the smooth delivery of front-line services across the practice.

Job title Reception

Manager

Line manager Practice

Manager

Accountable to Practice

Manager and GP Partners

Location Western

Road Medical Centre, Romford

Hours 37.5

hours per week, Monday to Friday, scheduled between 7.45 am and 7.00 pm. Working pattern to be agreed in accordance with service requirements.

Job PurposeTo lead and manage the day-to-day delivery of Reception, Workflow

and associated administrative services, ensuring that patients receive safe, responsive,

and professional service. The post-holder will support the Practice Manager and

GP Partners by maintaining effective staffing, patient access, administrative

workflows, information governance, and continuous service improvement.

Key Responsibilities1. Patient Access and Experience

Act as a senior point of

contact, alongside the Practice Manager and Assistant Practice Manager, for

patient queries, concerns and feedback relating to reception and administrative

services.

Ensure patient concerns and

reception-related complaints are handled promptly, professionally and

empathetically in accordance with practice policy, escalating where

appropriate.

Promote excellent customer

service, care navigation and signposting so that patients are supported to

access the most appropriate service or clinician.

Monitor reception and telephone

service standards, ensuring calls and patient enquiries are handled promptly,

courteously and professionally.

Oversee the effective

administration of urgent, routine, same-day, telephone, online and face-to-face

appointment access in line with practice procedures.

Monitor patient feedback and

survey responses, identify themes, and recommend practical improvements.

Ensure patient-facing

information is accurate, accessible and up to date, including posters,

leaflets, website content and waiting room information.

Support digital access and

inclusion, including NHS App and online service promotion, while ensuring

alternative routes remain available for patients who need additional support.

Ensure communication is

respectful, inclusive, and responsive to individual communication needs and

vulnerability.

2. Operational and Administrative Management

Oversee the daily operation of

Reception, Workflow, and associated administrative functions, ensuring work is

completed accurately and within agreed timescales.

Manage appointment book

administration, clinical sessions, clinic changes, cancellations and room

allocation for GPs, nursing staff, ARRS staff and other clinicians.

Monitor and reallocate

workloads to maintain service continuity during staff shortages, high demand,

system issues, or other disruptions.

Arrange temporary staffing

cover where required to maintain safe staffing levels and continuity of

service.

Oversee clinical

correspondence, document workflow, tasks, recalls, registrations, deductions,

FP69 processes and other routine practice administration where applicable.

Oversee private fee

administration, including insurance and medical reports, copy medical record

requests and Subject Access Requests, in line with legislation and practice

procedures.

Oversee the collection,

recording and reconciliation of patient payments and private fee income in

accordance with practice financial procedures.

Support resolution of clinical

system, telephony and IT issues, escalating to the appropriate internal lead or

external provider.

Attend and contribute to

relevant staff, complaints, significant event and service improvement meetings.

Complete other duties

appropriate to the role and level of responsibility when reasonably required.

3. Staff Leadership and Development

Provide visible day-to-day

leadership, supervision, coaching and support to Reception, Workflow and

associated administrative staff.

Lead calmly, fairly and

professionally, particularly during periods of high demand or operational

pressure.

Line manage Reception staff,

including induction, probation, regular reviews, appraisal and day-to-day

performance support.

Assist with recruitment,

selection, onboarding and induction of reception and administrative staff.

Identify training needs and

monitor completion of mandatory training, role-specific competencies, and

policy awareness requirements.

Prepare and review staff rotas,

approve leave in line with policy and maintain safe and appropriate service

cover.

Prepare and submit authorised

overtime and other relevant staffing information within required payroll

timescales.

Monitor attendance,

punctuality, performance and conduct, addressing concerns consistently and

escalating to the Practice Manager as appropriate.

Undertake return-to-work

discussions, welfare conversations and delegated attendance reviews,

maintaining appropriate records.

Support disciplinary,

grievance, capability, and conflict resolution processes where required.

Promote staff wellbeing,

engagement, teamwork, and continuous improvement.

Organise non-clinical team

meetings and maintain notes and action logs where appropriate.

4. Records and Information Governance

Ensure patient information,

correspondence, and clinical system workflows are handled accurately, promptly

and confidentially.

Ensure staff comply with

confidentiality, data protection, information governance, records management

and Caldicott principles.

Oversee appropriate handling of

Subject Access Requests, third-party requests, insurance requests and copy

medical record requests, escalating complex cases.

Promote accurate recording,

delegated coding, safe document handling, and clear audit trails.

Report actual or suspected

information governance incidents promptly in accordance with practice

procedures.

5. Quality, Governance and Improvement

Monitor quality, safety and

performance across Reception, Workflow and private patient administration.

Identify risks, bottlenecks,

trends, and recurring issues and recommend practical improvements.

Support audits, quality

improvement work and the review and implementation of policies, standard

operating procedures, templates, and local guidance.

Promote learning from

complaints, patient feedback, significant events, incidents, and near misses.

Western Road Medical Centre is a large, well-established NHS GP practice located in Romford, serving approximately 18,000 patients. We are committed to providing high-quality, patient-centred care and pride ourselves on delivering accessible, responsive and compassionate services to our local community.

Our multidisciplinary team includes GPs, nurses, pharmacists, pharmacy technicians, first contact physiotherapists, dietician, social prescribers, care coordinators and a dedicated team of reception and administrative staff who work collaboratively to support excellent patient care.

We are a member practice of Marshalls Primary Care Network (PCN), and we continue to develop and improve our services.

Other

Experience

Skills

Qualifications