Reception Manager

Westfield Road Surgery; Bletchley; On-site; GBP 30,000 - 40,000; Full time

Job summary

A local healthcare provider in Bletchley is seeking an experienced Reception Manager to lead the front-of-house team. Responsibilities include supervising staff, managing patient interactions, ensuring compliance, and improving reception processes. The ideal candidate has significant experience in a GP surgery, excellent communication skills, and knowledge of SystmOne. This position requires proactive leadership and a commitment to high-quality patient care.

Qualifications

• Experience of working in a GP surgery is essential.
• Strong IT skills and data security awareness are required.
• Good verbal and written communication skills necessary.

Responsibilities

• Lead and supervise the reception team.
• Ensure smooth and consistent service delivery.
• Manage complex patient enquiries and complaints.
• Uphold confidentiality and compliance with regulations.
• Identify and implement process improvements.

Skills

Excellent communication skills

Team management

Customer service

Process improvement

Education

Knowledge of SystmOne and Total Patient Triage

Tools

MS Office

Job description

Westfield Road Surgery is committed to deliveringhigh-quality, patient-focused healthcare within a supportive and efficientenvironment. We are seeking an experienced and highly organised ReceptionManager to lead our front-of-house team and ensure the smooth operation of ourservices.

This key leadership role requires a proactiveindividual with excellent communication skills, a strong understanding ofprimary care operations, and the ability to manage a busy and dynamic receptionarea. The successful candidate will be responsible for overseeing day-to-dayreception activities, supporting staff development, and maintaining a highstandard of service for patients and visitors alike.

Main duties of the job

As Reception Manager at Westfield Road Surgery, you will play a key role in ensuring the efficient and professional operation of our reception services. Your responsibilities will include:

• Team Management: Leading and supervising the reception team, including recruitment, training, performance monitoring, and rota management.
• Service Delivery: Ensuring the reception area operates smoothly and consistently, providing a high standard of service to patients, clinicians, and visitors.
• Patient Interaction: Managing complex enquiries and complaints with discretion, empathy, and professionalism.
• Compliance: Upholding confidentiality and ensuring all reception activities comply with practice policies, GDPR, and safeguarding regulations.
• Communication: Acting as a liaison between reception staff, clinical teams, and management to support effective coordination and problem-solving.
• Process Improvement: Identifying opportunities to enhance reception workflows and patient experience, and implementing agreed changes.

This role requires a proactive and organised individual with excellent interpersonal skills and a strong understanding of primary care operations

About us

Westfield Road Surgery is a SystmOne Practice whoprovide high level of care and support for over 8800 patients in the Bletchley area.Westfield Road Surgery is part of the Southwest PCN. We are situated in thecentre of Bletchley.

Job responsibilities

• Supervise the reception team and provide day to day support when required, this includes filling any gaps in the reception rota
• Make sure a daily meeting with all reception staff with any updates and handovers.
• Undertake induction & training of all new reception staff and monitor the current staff performance (appraisal) and/or assess training needs
• Ensure adequate staffing levels, approving annual and other leave and monitor sickness in line with practice policies
• Work in conjunction with centralised HR procedures and liaise with Mentor when appropriate
• Be the first line of management to the reception team to deal with disciplinary matters, incidents or accidents (this includes accurately documenting any issue, carrying out any actions and informing the Management team.
• Ensure return to work interviews are undertaken, notifying management of outcomes
• Ensure the team is operating effectively and professional at all times.
• Continually assess and evaluate systems, recommending changes and improvements to management
• Act as a role model for all staff supporting, motivating and promoting good staff relations
• Facilitate team meetings as required and effectively communicate practice directives.
• Attend management meetings.
• Liaise with management concerning staffing and organisation work when necessary
• Supervise practice appointment capacity and resource deployment in line with practice policy and alongside other members of the management team and act on any issues or problems that occur.
• Ability to resolved complaints at the first point of contact, escalating any issues as needed.
• Safeguarding Admin Lead for the practice
• Manage and distribute safety alerts
• Surgery Representative for the surgery PPG group.

Person Specification

Experience

• Experience of working in a GP surgery
• Experience of working in a GP Surgery

Qualifications

• Sound knowledge of SystmOne, and Total Patient Triage, Windows and MS Office
• Awareness of data security requirements
• IT literate
• Good verbal and written communication skills