About this role
Job summary
Job Summary
We have an exciting opportunity for a caring, self-motivated, enthusiastic and ambitious individual to join our management team as Care Co-ordinating Reception Manager. This newly developed role offers the chance to lead and shape our Care Navigation service, supporting a dedicated reception team that plays a vital role in delivering excellent patient care.
We are looking for someone who can promote a positive image of the practice, lead by example, motivate and support colleagues, and contribute to the ongoing development of our front-line services. As the first point of contact for many of our patients, our reception team is central to the success of the practice, and this role provides the opportunity to make a real difference to both patient experience and staff development.
Whilst experience within a GP practice would be advantageous, we are keen to hear from individuals from a wide range of administrative, customer service, supervisory or management backgrounds who can demonstrate strong leadership potential and transferable skills. If you are an organised, people-focused professional looking for your next challenge, we would welcome your application. Full training and support will be provided to help the successful candidate develop an understanding of primary care systems and processes.
We welcome applications from new candidates. Previous applicants for this role need not apply
Main duties of the job
Main Duties of the Role
The successful candidate will be responsible for the day-to-day supervision, co-ordination and development of the Care Navigation team, ensuring patients receive a professional, efficient and compassionate service. They will work closely with the Practice Manager and Assistant Manager to support the smooth running of reception services and contribute to wider practice operations.
The role combines leadership, operational management and patient-facing responsibilities and requires excellent communication, organisational and problem-solving skills. The successful applicant should be able to work independently, use their own initiative and work collaboratively as part of a wider team.
About us
Why Join Us?
At our practice, we pride ourselves on being a supportive, friendly and forward-thinking team. We recognise the crucial role our Care Navigation team plays in delivering outstanding patient care and are committed to investing in the development and wellbeing of our staff.
We offer:
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.
The Corner Surgery is a busy, established GP surgery with a good CQC rating serving around 4500 patients. This will be a new role for the Practice and the successful candidate will join an established, friendly team putting excellent, safe patient care at the heart of everything they do.
Job description Job responsibilities
Main Duties of the Role
The successful candidate will be responsible for the day-to-day supervision, co-ordination and development of the Care Navigation team, ensuring patients receive a professional, efficient and compassionate service. They will work closely with the Practice Manager and Assistant Manager to support the smooth running of reception services and contribute to wider practice operations.
The role combines leadership, operational management and patient-facing responsibilities and requires excellent communication, organisational and problem-solving skills. The successful applicant should be able to work independently, use their own initiative and work collaboratively as part of a wider team.
Care Navigation and Leadership Responsibilities
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.
Reception Responsibilities
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.
Additional Responsibilities
The Care Co-ordinating Reception Manager may also be asked to:
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.
Training and support will be provided, and the role will continue to develop as the successful candidate grows within the position.
Person Specification
Personal Qualities / Other Requirements 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
Experience 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
Qualifications 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
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 The Corner Surgery
Address 117 Fylde Road
Southport
Merseyside
PR9 9XP
United Kingdom
Employer's website https://www.thecornersurgery-southport.nhs.uk/ (Opens in a new tab)