About this role
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 description 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
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 Old Coulsdon Medical Practice
Address Court Avenue
Coulsdon
Surrey
CR5 1HF
United Kingdom
Employer's website https://www.oldcoulsdonmedicalprac.co.uk/ (Opens in a new tab)