About this role
Job summary
We are looking for a proactive and supportive Reception Manager to lead our front-of-house team. This is a key role within the practice, ensuring the smooth day-to-day running of our reception services while delivering an excellent patient experience. You will oversee our team of Care Navigators, helping them to provide efficient, professional, and patient-centred support.
This is a fantastic opportunity to join a small, supportive team where your contribution will truly make a difference. We pride ourselves on our positive working environment, strong team spirit, and commitment to continuous improvement. If you are an organised, motivated leader with a passion for patient care and team development, we would love to hear from you.
Main duties of the job
Staff Management
Reception Services
Appointment Management
Patient Administration
Complaints and Patient Feedback
Governance and Compliance
Communication
General Responsibilities
About us
We are a welcoming and close-knit GP practice serving a population of 3,600 patients in the heart of Woolton Village. Our dedicated team includes 3 GPs, a Practice Nurse, a Healthcare Assistant, and 6 Care Navigators, all working together to provide high-quality, compassionate care to our community.
Job description Job responsibilities
Staff Management
Supervise and support all reception staff. Undertake induction and training of new employees. Monitor staff performance and identify development needs. Conduct annual appraisals and regular one-to-one meetings. Manage reception rotas, annual leave requests and sickness absence. Promote a positive and supportive working environment. Reception Services
Oversee the day-to-day operation of reception services. Ensure patients receive a courteous, professional and confidential service. Support staff in managing challenging situations and patient concerns. Monitor telephone access and patient experience. Ensure reception procedures are followed consistently. Appointment Management
Maintain appointment systems and clinical rotas. Ensure appointments are booked appropriately in line with practice protocols. Work closely with clinicians to maximise appointment availability. Monitor demand and capacity, escalating concerns where necessary. Patient Administration
Ensure accurate patient registration and record maintenance. Oversee scanning, coding and workflow processes where applicable. Ensure administrative tasks are completed within agreed timescales. Support compliance with NHS contractual requirements. Complaints and Patient Feedback
Assist in the management and resolution of complaints. Investigate issues relating to reception services. Identify opportunities for service improvement through patient feedback. Governance and Compliance
Ensure compliance with GDPR, confidentiality and information governance requirements. Maintain awareness of NHS policies and practice procedures. Support audits and quality improvement activities. Participate in CQC preparation and inspections as required. Communication
Act as a communication link between reception staff, clinicians and management. Attend team meetings and contribute to service development. Communicate organisational changes effectively to the reception team. General Responsibilities
Maintain confidentiality at all times. Participate in mandatory training. Adhere to all practice policies and procedures. Undertake any other duties appropriate to the role and grade
Person Specification
Skills and Abilities Essential
Excellent communication skills. Strong organisational and time management skills. Ability to manage competing priorities. Effective leadership and team management skills. Competent IT skills including Microsoft Office. Ability to work under pressure in a busy environment
Desirable
Ability to analyse service performance data. Experience of service improvement projects.
Knowledge Essential
Understanding of confidentiality and data protection requirements. Knowledge of patient-centred customer service principles. Understanding of NHS primary care services.
Desirable
Knowledge of NHS contractual requirements. Understanding of information governance standards. Awareness of CQC Fundamental Standards.
Experience Essential
Previous experience working within a GP practice, NHS or healthcare setting. Experience supervising or managing staff. Experience dealing with patients and members of the public. Experience using clinical systems and appointment management processes.
Desirable
Experience of staff recruitment and appraisal processes. Experience supporting CQC compliance activities. Experience with EMIS Web.
Qualifications Essential
GCSE English and Mathematics or equivalent
Desirable
Evidence of continued professional development Leadership or management qualification
Personal Attributes Essential
Professional and approachable manner. Reliable and trustworthy. Positive attitude towards change. Ability to maintain confidentiality. Flexible and adaptable. Commitment to equality, diversity and inclusion.
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 Village Medical Centre
Address 20 Quarry Street
Liverpool
L25 6HE
United Kingdom
Employer's website https://www.villagemedicalcentre.co.uk/ (Opens in a new tab)