Reception Manager

Job summary

We are looking for an enthusiastic and reliable full-time Reception Manager to join our busy, friendly, and growing practice in Old Coulsdon, Surrey.

This is a key role within the practice, ideal for someone who is passionate about delivering excellent patient care and supporting a high-performing team.

You will be joining a supportive and welcoming team within a well-established practice, where your contribution will be valued.

Responsibilities

Team management and leadership

• Line manage reception staff, including recruitment, induction, training and appraisal
• Lead, motivate and support the reception team to deliver a high-quality service
• Manage rotas, annual leave and sickness absence in line with practice policy
• Conduct return-to-work meetings and address performance issues promptly
• Facilitate regular team meetings and communication updates

Patient services and front desk operations

• Oversee daily reception operations, ensuring adequate staffing and service coverage
• Ensure patients are greeted professionally and treated with dignity and respect
• Manage appointment systems effectively (including same-day demand and triage support)
• Monitor and improve patient flow and access to services

Complaints and patient experience

• Act as first point of contact for patient concerns and complaints at reception level
• Resolve issues promptly and escalate where appropriate
• Support the complaints process in line with NHS requirements
• Use feedback to identify service improvements

Operational and administrative oversight

• Ensure reception processes are efficient, standardised and documented (SOPs)
• Monitor performance metrics (e.g. call handling, access, waiting times)
• Support audits and quality improvement initiatives
• Maintain up-to-date knowledge of practice systems (e.g. EMIS, AccuRx)

Information governance and confidentiality

• Ensure all reception staff adhere to GDPR, confidentiality and data protection policies
• Monitor compliance with information governance and Caldicott principles
• Ensure accurate patient data recording and secure handling of information

Safeguarding and health & safety

• Act as a safeguarding point of awareness within the reception team
• Ensure staff understand safeguarding procedures and reporting processes
• Maintain compliance with health and safety requirements within the reception area

Continuous improvement

• Identify opportunities to improve workflows, patient access and efficiency
• Contribute to practice and PCN-wide improvement initiatives
• Support implementation of new systems and service changes

General responsibilities

• Work collaboratively with clinicians and the wider multi-disciplinary team
• Maintain professionalism, confidentiality, and high standards at all times
• Undertake any other duties appropriate to the role

Requirements

The ideal candidate will

• Have excellent customer service and communication skills
• Have experience of managing, leading, and supporting a team
• Be highly organised, with strong attention to detail
• Demonstrate effective problem-solving abilities
• Be flexible, proactive, and able to work in a fast-paced environment
• In return, you will be joining a supportive and welcoming team within a well-established practice, where your contribution will be valued

About us

The Old Coulsdon Medical Practice provides primary care services in Coulsdon to approximately 19,500 patients

The clinical team at the surgery is made up of

• Five Partner GP’s
• Six Salaried GP’s
• Four Nurses
• One Nurse Associate
• Two Healthcare Assistants
• Three Pharmacists
• One Pharmacy Technician
• Two Paramedic
• One First Contact Practitioner Physiotherapist
• Over twenty non-clinical staff made up of receptionists and administrators.

The practice is a training practice for trainee GP’s and provides teaching to medical students and nurses.

The practice is registered as a partnership with the Care Quality Commission to provide the regulated activities of diagnostic and screening procedures, maternity and midwifery services, family planning services, treatment of disease, disorder or injury and surgical procedures.

The practice ethos of providing high quality and caring services by friendly proactive teams.

The practice is a member of SPC Health Primary Care Network (PCN). The PCN is a collaboration of four local GP practices that service a total population of approx. 53,000 patients.

Benefits package

We value our team and offer a range of benefits designed to support your wellbeing, work-life balance, and professional development, including:

• NHS pension scheme
• 5 weeks annual leave, plus bank holidays (pro rata for part-time staff)
• NHS sick pay entitlement, dependent on length of service
• Supportive and friendly working environment
• Opportunities for training and professional development
• Access to wellbeing support initiatives
• Regular team social events and activities
• Annual Christmas celebration and summer team event
• Opportunity to work within a collaborative and innovative primary care team

Why join us?

We are committed to creating a positive workplace culture where staff feel valued, supported, and appreciated.

Alongside excellent NHS benefits, we enjoy coming together as a team through our annual Christmas celebrations, summer social activities, and regular staff events throughout the year.