Administration/ Reception Manager

ELTHAM PALACE PMS; Eltham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A healthcare practice in Eltham is seeking an experienced Administration/Reception Manager to lead front-of-house services. This key role involves managing teams, overseeing daily operations, and ensuring compliance with CQC standards. Candidates should have supervisory experience, particularly in healthcare, and a good understanding of patient management systems. Competitive salary and professional development opportunities are offered.

Benefits

Competitive salary dependent on experience

Supportive and friendly workplace environment

Opportunities for ongoing training and professional development

Qualifications

• Supervisory or management experience in reception or administration.
• Experience leading a team in a customer-facing environment.
• Experience in a GP practice or healthcare setting.
• Experience managing rotas and daily operations.

Responsibilities

• Lead and support the reception and administrative teams.
• Ensure high-quality patient services and manage daily operations.
• Oversee staffing rotas and training compliance.
• Provide guidance to patients and manage incoming queries.

Skills

Leadership

Customer service

Communication

Team management

Problem solving

Education

GCSE/A-Level standard

AMSPAR or equivalent medical administration training

Tools

EMIS Web

Job description

Eltham Palace Surgery is seeking an experienced, organised and proactive Administration / Reception Manager to lead our front‑of‑house and administrative services. This is a key leadership role within our practice, responsible for ensuring the smooth and efficient operation of reception and administration, delivering an excellent patient experience, and supporting the wider clinical and management team.

The successful candidate will manage and supervise the reception/admin teams, oversee workflow and rotas, coordinate communication, and ensure processes operate efficiently and in line with practice policies, CQC standards, GDPR and safeguarding requirements. You will play a vital part in maintaining the high standards and compassionate ethos of our practice.

What We Offer

• Competitive salary dependent on experience
• Supportive and friendly workplace environment
• Opportunities for ongoing training and professional development
• A key leadership role within a respected and forward‑thinking GP practice

Main duties of the job

The Administration / Reception Manager will:

Lead, supervise and support the reception and administrative teams.

Oversee daily reception and admin operations to ensure high-quality patient services.

Manage rotas, ensuring adequate staffing cover for leave and absences.

Support recruitment, induction, training and mandatory training compliance.

Review and update reception/admin policies, processes and SOPs.

Ensure accurate patient data processes, including registrations, summaries and workflow management.

Act as the main point of contact for external agencies (police, DVLA, solicitors).

Support coordination of home visits and ensure appointment books reflect staff leave.

Provide initial guidance to patients wishing to raise concerns or complaints.

Manage incoming deliveries and ensure cold chain compliance.

Act as Fire Marshal, maintain evacuation lists and visitor logs.

Prepare agendas, take minutes and support meetings including the PPG.

Assist with QOF, FFT promotion and minor audit tasks.

Support website and social media updates (if required).

Promote a culture of continuous improvement and patient‑centred service delivery.

About us

Eltham Palace is a GP Practice in Eltham (Greenwich), serving 8,800 patients.

We have 2 GP partners, 3 Salaried GPs, 2 Practice Nurses, Clinical Pharmacists and highly committed and enthusiastic administrative and reception staff.

We adopt a team approach to patient care and endeavour to monitor the service provided to patients, to ensure that it meets current standards of excellence.

Clinical Software: EMIS Web

Job responsibilities

The Administration / Reception Manager will:

Lead, supervise and support the reception and administrative teams.

Oversee daily reception and admin operations to ensure high-quality patient services.

Manage rotas, ensuring adequate staffing cover for leave and absences.

Support recruitment, induction, training and mandatory training compliance.

Conduct staff appraisals and identify training needs.

Review and update reception/admin policies, processes and SOPs.

Ensure accurate patient data processes, including registrations, summaries and workflow management.

Act as the main point of contact for external agencies (police, DVLA, solicitors).

Support coordination of home visits and ensure appointment books reflect staff leave.

Provide initial guidance to patients wishing to raise concerns or complaints.

Manage incoming deliveries and ensure cold chain compliance.

Act as Fire Marshal, maintain evacuation lists and visitor logs.

Prepare agendas, take minutes and support meetings including the PPG.

Assist with QOF, FFT promotion and minor audit tasks.

Support website and social media updates (if required).

Promote a culture of continuous improvement and patient‑centred service delivery.

Person Specification

Qualifications

• Educated to GCSE/A-Level standard or equivalent; good standard of literacy and numeracy.
• Administration, customer service or management qualification AMSPAR or equivalent medical administration training.

Experience

• Supervisory or management experience in reception or administration; experience leading a team in a customer‑facing environment.
• Experience working in a GP practice or healthcare setting.
• Experience managing rotas, performance and daily operations.
• Experience handling patient or public queries, including sensitive situations.
• Experience using EMIS Web.
• Experience in NHS primary care; experience monitoring workflows and improving systems.

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.