About this role
Job summary
We are seeking a motivated and experienced Manager to lead and support our reception team, ensuring the delivery of an efficient, responsive and patient-focused service across our two-site practice.
This is an excellent opportunity for someone with strong leadership, organisational and communication skills who enjoys supporting and developing others. The successful candidate will provide day-to-day leadership of the reception team, oversee staff rotas and performance management, and help maintain a high standard of service for patients contacting the practice by phone, online or in person.
Main duties of the job
As Reception Manager, you will:
Provide day-to-day leadership and support to the Reception Team. Provide day-to-day leadership and support to the Reception Team. Promote a welcoming, professional and patient-focused approach to customer service. Coordinate staff rotas and ensure effective reception cover across both practice sites. Support reception staff through regular communication, coaching and performance management. Assist with the induction, training and development of new and existing team members. Help maintain efficient reception processes and consistent ways of working. Work closely with the Management Team to support the smooth running of reception services. Foster a positive, supportive and collaborative team environment Encourage high standards of performance, professionalism and patient care.The ideal candidate will have:
Previous supervisory, team leader or management experience. Strong communication and interpersonal skills. A positive, supportive and approachable leadership style. Excellent organisational and time management abilities. The ability to remain calm and effective in a busy environment. Experience of rota planning, staff coordination or team supervision. Confidence in supporting staff performance and development. Good IT skills and the ability to learn new systems quickly.Working Hours 37.5 hours per week, 5 days a week, working hours to be discussed at interview.
About us
Avisford Medical Group is a progressive, patient-focused GP practice serving approximately 12,500 patients. We are committed to delivering high-quality primary care services through a dedicated multidisciplinary team, with patient care at the heart of everything we do.
As General Practice continues to evolve, we are committed to strengthening our services, developing our workforce and improving the way we work. We foster a supportive, inclusive culture where staff are valued, encouraged to develop their skills and empowered to make a difference.
This is an exciting time to join the practice as we continue to invest in our teams, improve operational resilience and build a sustainable future for our patients and staff. We are proud of our collaborative approach and recognise that our people are our greatest asset.
The Reception Manager role is a newly created position that reflects our commitment to providing dedicated leadership and support to our Reception Team. The successful candidate will play a key role in leading one of the practice's largest teams, driving high standards of patient service, supporting staff development and helping to shape the future of front-of-house operations.
Job description Job responsibilities
Hours37.5 hours per week
Job SummaryThe Reception Manager is responsible for leading and overseeing all front of house functions within the practice. The role ensures the delivery of a professional efficient and patient focused reception service while supporting staff performance operational compliance and continuous improvement across the organisation.
The post holder will be an integral member of the practice team and will be responsible for the day to day management leadership and development of the reception team. The Reception Manager will ensure high standards of patient service are maintained and that reception services are delivered safely effectively and in accordance with practice policies and procedures.
As part of this role the post holder will have access to sensitive and confidential information and must therefore maintain the highest standards of confidentiality professionalism and integrity at all times.
Primary ResponsibilitiesThe following are the core responsibilities of the Reception Manager. There may be occasions when other duties are required depending on the needs of the practice.
a Oversee the day to day operations of the reception team ensuring staff meet their responsibilities
b Maintain consistent standards professionalism and excellent patient service across all reception functions
c Monitor patient flow and telephone demand and redistribute workloads where required
d Prepare and manage reception rotas ensuring appropriate staffing levels are maintained
e Manage appointment system changes ensuring leave absence and staffing changes are accurately reflected
f Coordinate home visit requests in accordance with practice procedures
g Manage incoming deliveries ensuring compliance with relevant procedures including cold chain requirements
h Maintain a clean organised and effective reception and administrative environment
i Line manage reception staff providing leadership guidance support and direction
j Conduct regular one to one meetings appraisals and performance reviews
k Monitor staff performance and service standards including call quality where appropriate
l Address issues relating to professionalism conduct communication and patient interactions
m Manage attendance concerns and support timely resolution where appropriate
n Promote a positive supportive and collaborative working environment
o Identify and resolve team concerns and interpersonal difficulties promptly and professionally
p Coordinate temporary staffing arrangements to support service delivery during periods of leave or absence
q Ensure mandatory training requirements are completed and remain up to date
r Deliver and coordinate induction training and ongoing development for new and existing staff
s Maintain training records and support competency development across the reception team
t Provide coaching mentoring and development opportunities for reception staff
u Maintain the highest standards of confidentiality and information governance at all times
v Review update and ensure adherence to reception and administrative policies procedures and standard operating procedures
w Ensure compliance with safeguarding governance and relevant legislation
x Support audits quality improvement initiatives and service development activities
y Promote appropriate use of escalation pathways and support effective decision making
z Act as a focal point for patients providing initial guidance regarding complaints promoting patient feedback supporting enhanced services and quality outcomes developing efficient systems maintaining relationships with external organisations supporting fire safety visitor management and health and safety requirements
Wider ResponsibilitiesIn addition to the primary responsibilities the Reception Manager will:
a Prepare meeting agendas and record meeting notes where required
b Work collaboratively with the Patient Participation Group
c Participate in audits management meetings and service improvement activities
d Attend relevant internal and external meetings
e Promote shared learning continuous improvement and best practice across the organisation
f Encourage staff engagement in service development and quality improvement initiatives
Person SpecificationQualificationsEssentialGood standard of education including Maths and English GCSE Grade C or above or equivalent qualificationDesirableAMSPAR Level Three Medical Administration qualificationNVQ Level Two Health and Social CareLeadership or management qualificationExperienceEssentialExperience of working with the general publicExperience of administrative dutiesExperience of leading or managing a teamDesirableExperience of working within a healthcare environmentExperience of successfully delivering projects and service improvementsExperience of staff appraisal and developmentExperience of health and safety requirements within a workplaceExperience of chairing meetings and preparing agendas and meeting notesKnowledge and SkillsEssentialExcellent verbal and written communication skillsCompetent in the use of Microsoft Office and OutlookStrong organisational and time management skillsAbility to work independently and as part of a teamAbility to use initiative discretion and sound judgementEffective problem solving and decision making skillsAbility to remain calm and professional under pressureAbility to build positive working relationshipsHigh levels of integrity professionalism and confidentialityFlexible cooperative and motivated approachAbility to motivate and support staffUnderstanding of safeguarding responsibilitiesAbility to work within policies procedures and regulatory requirementsDesirableExperience of performance management and staff developmentStrategic and solutions focused approachExperience of leading change and service improvement initiativesAbility to identify opportunities to improve service deliveryExperience of workforce planning and rota managementOther RequirementsEssentialEnhanced Disclosure and Barring Service checkOccupational Health clearanceReviewThis job description is intended to provide an overview of the main duties and responsibilities of the role. It is not an exhaustive list and may be subject to change following consultation with the post holder to meet the evolving needs of the practice. All staff are expected to work flexibly and undertake other reasonable duties appropriate to the role to support the efficient operation of the organisation.
Person Specification
Skills and Knowledge Essential
Excellent communication skills (written and oral) Competent in the use of MS Office and Outlook Problem solver with the ability to process information accurately and effectively, interpreting data as required Ability to use own initiative, discretion, and sensitivity Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity Ability to work as a team member and autonomously Sensitive and empathetic in distressing situations Experience of performance management, including appraisal writing, staff development and disciplinary procedures Ability to exploit and negotiate opportunities to enhance service delivery Strategic thinker with a solutions-focused approach Effective time management (planning and organising) Good organisational skills Ability to effectively utilise resources Punctual and committed to supporting the team effort High levels of integrity and loyalty Ability to network and build relationships Flexible, cooperative and motivated Confident, assertive and resilient Ability to drive and deliver change effectively Ability to use initiative and judgement Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions Understanding of safeguarding adults and children Proven problem-solving and analytical skills Demonstrate personal accountability, emotional resilience and the ability to work well under pressure Ability to work to key policies and procedures Disclosure Barring Service (DBS) check Occupational Health clearance
Experience Essential
Experience of working with the general public Experience of administrative duties Experience of leading/managing a team Experience of working in a healthcare setting Experience of successfully developing and implementing projects Experience of providing appraisal writing and staff development
Desirable
Experience of health and safety requirements and needs within a small business Experience of chairing meetings, and producing agendas and minutes
Qualifications Essential
A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English
Desirable
AMSPAR qualification (L3 in Medical Administration) NVQ Level 2 in Health and Social Care Leadership and/or management qualification
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 Avisford Medical Group
Address North End Road
Yapton
Arundel
West Sussex
BN18 0DU
United Kingdom
Employer's website https://www.avisford.co.uk (Opens in a new tab)