About this role
Job summary
We are looking for an experienced and motivated Reception Operations Manager to join our team. This role would be working alongside our current Reception Supervisor to lead and develop a dedicated reception team.
You will be responsible for the efficient management and direction of the reception team, ensuring all duties are performed to the highest standard, while also undertaking reception duties yourself supporting the team in delivering a polite and professional service to our patient population.
Main duties of the job
Management responsibilities
Good knowledge of the Systmone clinical system.
Oversee reception services, ensuring staff achieve their primary responsibilities
Induction, training, and ongoing development of all reception staff
Support staff with mandatory and e-learning training
Identify and deliver team training where required
Conduct staff performance reviews
Manage day-to-day team issues and individual matters
Review and approve holiday requests; ensure adequate cover during leave periods
Oversee and manage Systmone appointment rotas
Develop and embed efficient reception processes and procedures
Handle complex patient enquiries and complaints relating to reception functions
Act as a focal point for communication and best practice across the team
Assist with QOF management and triage support
Manage deliveries and adhere to cold chain policy as required
About us
Sundon Medical Centre has a long-established reputation for high quality patient care, situated in north Luton close to the Luton and Dunstable Hospital, with a dispensing branch surgery in Harlington village.
We are a supportive, training practice at the heart of our local community, with a team of 5 GP Partners, 3 salaried doctors, 4 nurses, 2 nurse associates, and a mental health liaison worker, as well as an expanding multidisciplinary PCN team including clinical pharmacists, MSK practitioners, care coordinators, and social prescribers.
We are high QOF achieving, provide specialist diabetes care, family planning services, and a tier 3 minor surgery service to Luton. Appointments are managed through total triage to improve patient flow.
Job description Job responsibilities
Main Purpose of the Role
To ensure the reception team provides a high-quality, professional and patient-centred service.
To support the Reception Supervisor and wider management team with the effective running of reception services.
To ensure reception processes are safe, efficient, consistent and compliant with practice policies and relevant legislation.
To support staff induction, training, development, performance and day-to-day supervision.
To assist with appointment management, care navigation, triage support, QOF-related work and wider operational requirements.
Key ResponsibilitiesReception Management and Leadership
Oversee reception services across the practice, ensuring staff understand and achieve their primary responsibilities.
Work alongside the Reception Supervisor to provide day-to-day leadership, guidance and support to the reception team.
Act as a focal point for communication, advising reception and administrative staff on best practice and appropriate methods of communication.
Manage day-to-day issues that may arise within the team or with individual staff members, escalating concerns where appropriate.
Promote a positive team culture based on professionalism, accountability, good communication and patient-centred care.
Support the management team in ensuring reception services meet the needs of the practice and patient population.
Staff Training, Development and Performance
Support the induction and training of all new reception staff to agreed practice standards.
Ensure reception staff are appropriately trained in practice systems, policies, procedures and patient communication standards.
Oversee e-learning and mandatory training completion for reception staff.
Identify training needs within the team and support the delivery of team training where required.
Provide ongoing guidance, coaching and support to reception staff.
Conduct staff performance reviews in line with practice procedures.
Ensure staff are aware of and follow practice policies, including confidentiality, data protection, safeguarding, infection control and health and safety.
Reception Processes and Procedures
Review and update reception procedures as required.
Develop, implement and embed efficient reception processes and procedures.
Ensure reception workflows are safe, consistent and effective.
Continually assess and evaluate reception systems and quality, recommending changes and improvements to the Deputy Practice Manager or Practice Manager as appropriate.
Ensure processes adhere to current legislation, NHS guidance, practice policies and CQC requirements.
Support the implementation of new processes and ensure reception staff understand any changes.
Monitor compliance with practice procedures and address areas requiring improvement.
Staffing, Rotas and Cover
Review holiday requests and ensure adequate reception cover is maintained.
Ensure appropriate receptionist cover is in place during annual leave, sickness and busy periods.
Arrange temporary or additional cover when required, following approval from management.
Oversee and manage appointment rotas, ensuring they are accurate, appropriate and updated in a timely manner.
Support planning for reception staffing levels across the main site and branch site where applicable.
Monitor workload pressures and escalate staffing concerns to the management team.
Patient Services and Complaints
Ensure patients receive an excellent standard of customer service.
Deal with complex patient enquiries relating to reception functions.
Handle concerns and complaints relating to reception services in a professional and appropriate manner.
Support staff in managing difficult conversations with patients.
Promote the practice's zero tolerance approach to abuse, aggression or inappropriate behaviour.
Ensure patients are signposted appropriately to the correct healthcare professional or service.
Support the team to maintain a calm, professional and patient-centred approach, especially during busy periods.
Triage, Access and Appointments
Support the reception team with care navigation and triage processes, ensuring patients are directed appropriately.
Assist with the management of online consultation requests and appointment navigation where required.
Support the practice in ensuring fair, safe and effective patient access.
Oversee appointment availability and reception booking processes.
Work with the management and clinical teams to identify appointment pressures and improve patient flow.
Ensure reception staff follow agreed care navigation and signposting protocols.
QOF and Practice Targets
Assist with QOF management where required.
Support recall processes and patient booking for long-term condition reviews, medication reviews, health checks and other practice targets.
Work with administrative and clinical teams to ensure patient contact and appointment booking processes support practice performance.
Assist with patient searches, invites, appointment scheduling and follow-up tasks where appropriate.
Deliveries, Stock and Practice Environment
Manage deliveries to the practice, ensuring they are received and handled appropriately.
Ensure adherence to the cold chain policy where necessary.
Maintain and monitor the reception area, ensuring it is clean, tidy, safe and professional.
Monitor and maintain patient noticeboards, ensuring information is up to date and appropriate.
Ensure the reception working environment remains organised and effective.
Report building, equipment or health and safety concerns to the appropriate person.
Reception Duties
Process and effectively signpost patients to the most appropriate healthcare professional or service, depending on their presenting condition.
Answer incoming telephone calls, transferring calls or dealing with requests appropriately.
Process patient requests for appointments and general enquiries.
Provide an excellent standard of customer service on the reception desk.
Initiate contact with and respond to requests from patients, team members and external agencies.
Input data into patients' healthcare records as necessary.
Direct requests for information, including Subject Access Requests, insurance reports, solicitor letters, DVLA forms and other administrative requests, to the relevant team.
Maintain a clean, tidy and effective working area at all times.
Monitor and maintain the reception area and noticeboards.
Support clinical staff with general tasks as requested.
Handle patient queries in a calm, confidential and professional manner.
Ensure patient information is handled in accordance with GDPR and confidentiality requirements.
Communication
Communicate effectively with patients, carers, staff, clinicians and external organisations.
Provide clear and professional communication to the reception team.
Ensure important information is shared with reception staff in a timely manner.
Attend meetings where required and cascade relevant information to the team.
Promote effective communication between reception, administration, clinical and management teams.
Act as a role model for professional communication and behaviour.
Confidentiality and Data Protection
Maintain patient and practice confidentiality at all times.
Comply with GDPR, data protection legislation and practice policies.
Ensure patient information is only accessed where appropriate and necessary.
Support reception staff in understanding and maintaining confidentiality standards.
Report any data breaches or confidentiality concerns in line with practice procedures.
Health and Safety
Comply with practice health and safety policies.
Take reasonable care of their own health and safety and that of others.
Report risks, incidents, hazards or concerns to the appropriate manager.
Support the team in maintaining a safe and professional working environment.
Follow infection prevention and control procedures.
Safeguarding
Be aware of safeguarding responsibilities in relation to children, young people and vulnerable adults.
Follow practice safeguarding policies and procedures.
Escalate safeguarding concerns appropriately.
Ensure reception staff are aware of how to identify and escalate safeguarding concerns.
Person Specification
Qualifications Essential
Previous experience working in a GP practice or primary care reception environment. Experience in a management, supervisory or team leader role.
Desirable
Experience of total triage or care navigation. Experience handling complaints or patient concerns.
Skills Essential
Excellent communication and interpersonal skills. Ability to lead, motivate and support a team. Ability to manage competing priorities in a busy environment.
Desirable
Experience with staff rotas, appointment book management and practice targets.
Systems Essential
Confident using clinical systems such as SystmOne and Microsoft Office.
Desirable
Experience using online consultation systems or patient messaging systems.
Knowledge Essential
Strong understanding of reception processes in a healthcare setting. Understanding of confidentiality, GDPR and information governance.
Desirable
Knowledge of CQC requirements, QOF recall processes and cold chain procedures.
Attributes Essential
Calm, professional and patient-centred approach. Organised, proactive, flexible, reliable and accountable.
Desirable
Ability to contribute ideas for improving systems, staff development and patient experience.
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 Sundon Medical Centre
Address 142/144 Sundon Park Road
Luton
Bedfordshire
LU3 3AH
United Kingdom
Employer's website https://www.sundonmedicalcentre.nhs.uk/ (Opens in a new tab)