About this role
Job summary
We are seeking an experienced, organised, and proactive Reception Manager to lead our busy reception team within a friendly and patient-focused GP practice. The successful candidate will be responsible for the day-to-day management of reception operations, ensuring the delivery of an efficient, professional, and high-quality service to patients and staff.
This is an excellent opportunity for an individual with strong leadership skills, experience in customer service, and the ability to manage a fast-paced healthcare environment.
Main duties of the job
- Management of the reception team, including bank staff.
- Manage reception team rotas to ensure adequate cover is arranged in advance.
- Oversee the welcoming of patients in the reception area, note their attendance on the computer, or make the appropriate appointment, monitor the flow of patients into consulting and treatment rooms.
- Ensure reception and waiting areas are kept neat and tidy.
- Ensure registration packs and patient information is up to date
- Oversee reception team through providing advice and support and ensuring compliance with Practice dress code and staff handbook (i.e. not eating at the desk or using mobile phones etc.)
- Accurately manage information about unresolved matters or problems.
- Receive and make calls as required. Divert calls and take messages as appropriate ensuring that full details including name and return telephone number are obtained from caller leaving message.
- Support operations manager with the reception complaint responses ensuring practice complaints protocol is adhered to.
- Manage training schedule ensuring all staff attend each session with adequate cover arranged in advance
- Manage new staff induction
- Participate in weekly staff meetings, training and new staff appraisal
- Manage absence and sickness, ensuring return to work forms are completed.
- Be first line of approval for annual leave requests.
- Covering periods of sickness and holiday.
- Organising and undertake staff appraisals, 1:1s and probation review meetings
About us
We are an NHS GP Surgery located in Clapham Old Town. We are a small surgery with a small administrative team
Job description
Job responsibilities
- Manage and oversee the daily operations of the reception team.
- Supervise, support, and develop reception staff through training and performance management.
- Ensure a high standard of patient care and customer service is maintained at all times.
- Develop and maintain reception processes to improve efficiency and patient experience.
- Monitor staff rotas and ensure adequate reception cover.
- Deal with patient enquiries, concerns, and complaints professionally and sensitively.
- Support the practice management team with administrative and operational tasks.
- Ensure compliance with practice policies, confidentiality requirements, and NHS regulations.
- Assist with recruitment, induction, and training of new reception staff.
- Liaise with clinicians and other departments to ensure smooth day-to-day operations.
Person Specification
Experience
Essential
- Previous experience managing or supervising a reception or customer service team.
- Excellent communication and interpersonal skills.
- Strong organisational skills and attention to detail.
- Ability to work under pressure and prioritise workload effectively.
- Competent IT skills and experience using Microsoft Office.
- Experience handling confidential information appropriately.
- A positive, flexible, and professional approach to work.
Desirable
- Experience of working in a GP Practice
- Experience of using EMIS Web
Qualifications
Essential
- GCSE grade A to C in English and Maths
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
Grafton Medical Partners
Address
Grafton Square Surgery
8b Grafton Square
London
SW40DE
United Kingdom
Employer's website
https://www.trevelyanhousesurgery.nhs.uk/ (Opens in a new tab)