Reception ManagerGP Practice

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Job summary

Responsibilities

Requirements

About us

Benefits package

How to apply

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.

How to apply

CV via email to Tracey Miller [email protected]