Reception Manager

NHS; Cambridge; On-site; GBP 30,000 - 40,000; Full time

Job summary

A healthcare organization in Cambridge is seeking an experienced Reception Manager to oversee reception operations, ensuring high-quality patient services. The role involves team management, compliance with regulations, and improving reception workflows. Ideal candidates should have strong management skills and experience in a GP practice. This is a permanent, full-time position.

Qualifications

• Proven ability to manage a busy reception team.
• Excellent verbal and written communication skills.
• Experience in providing patient-centered care.

Responsibilities

• Supervise and support the reception team in daily operations.
• Manage complex patient inquiries and complaints.
• Ensure compliance with confidentiality and data protection regulations.

Skills

Team management

Communication skills

Knowledge of SystmOne

Experience working in a GP practice

Data Security awareness

Education

GCSE grade A to C in English and Maths

NHS management qualification

Tools

Windows

MS Office

Job description

Job summary

The Red House Surgery is seeking a highly motivated and organised Reception Manager to support the delivery of high-quality, efficient, and patient-centred care and to lead our team of Patient Services Administrators to ensure the smooth operation of our services.

This is a key leadership role, working closely with the Practice Business Manager and Operations Manager and requires a proactive individual with excellent communication skills and a strong understanding of primary care day-to-day operations.

The successful applicant will be able to manage a busy reception and will be responsible for overseeing day-to-day reception activities, supporting staff development, and maintaining a high standard of service for our patients.

Main duties of the job

As Reception Manager 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, training and performance monitoring.
• Service Delivery: Ensuring the reception area operates smoothly and consistently, providing a high standard of service to patients.
• 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.

About us

We are a well established, well organised, supportive practice in Cambridge, serving 21,800 patients. We have three partners and a team of salaried doctors, retainer doctors, Physician Associates, Advanced Clinical Practitioners, nurses, GPA's, physiotherapists, clinical pharmacists, social prescribers and care co‑ordinators.

We have a strong interest in teaching and training medical students and GP trainees and play an active role in Cantab PCN.

We have consistently high QoF achievement and are rated good by CQC.

The three partners enjoy a close working relationship with the Practice Business Manager, Operations Manager, and Reception Manager and each other. We regularly meet to ensure the best communication and collaboration possible to meet our common goals and prioritise staff well‑being.

Details

• Date posted: 25 November 2025
• Pay scheme: Other
• Salary: Depending on experience
• Contract: Permanent
• Working pattern: Full-time
• Reference number: A2625-25-0009
• Job locations:
  96 Chesterton Road, Cambridge, CB4 1ER
  Anglia Ruskin University East Road, Cambridge, CB1 1PT

Job responsibilities

• Supervise the reception team and provide day-to-day support when required, including filling any gaps in the reception rota.
• Produce weekly staff rota.
• Undertake induction & training of all new reception staff, monitor current staff performance, assist with the appraisal process and assess training needs.
• Ensure adequate staffing levels, approve annual and other leave, and monitor sickness in line with practice policies.
• Be the first line of management to the reception team to deal with disciplinary matters, incidents, or accidents, accurately documenting any issue, carrying out actions, and informing the Operations Manager.
• Ensure return-to-work interviews are undertaken and notify management of outcomes.
• Ensure the team operates effectively and professionally at all times.
• Continuously 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 organisational work when necessary.
• Resolve complaints at the first point of contact, escalating any issues as needed.
• Surgery Representative for the surgery PPG group.
• Premises, IT and Equipment
  • Ensure the practice clinical system, SystmOne, works efficiently and liaise with external services if any problems occur.
  • Report any software faults and track progress for swift resolution.
  • Ensure practice equipment and hardware work efficiently and liaise with Operations Manager & Business Manager or external services if problems occur.
  • Maintain a fully functioning telephone system and liaise with external services if issues arise.
  • Help resolve any premises accidents, problems or issues alongside the management team and other colleagues to ensure patient and staff safety.
• Administration & Data Quality
  • Ensure data standards are maintained by all staff.
  • Produce information for clinical audit as requested by the clinical sub‑groups.
  • Monitor appropriate read coding into the clinical system, ensuring data entry policies and procedures are adhered to by staff.
  • Support and guide staff in the use of the computer system.
  • Ensure security of data at all times.
• Finance
  • Manage collection of credit card payments from patients, ensuring new staff are trained in the use of the bank card machine.
  • Ensure petty cash is used appropriately and transactions recorded.
• Meet weekly with the Business Manager and Operations Manager to agree priorities.
• Participate in staff meetings and other meetings as required.
• Undertake any additional duties appropriate to the post as requested.

Previous applicants need not apply

Person specification

• Qualifications – Essential
  • GCSE grade A to C in English and Maths.
• Qualifications – Desirable
  • NHS management qualification.
• Experience – Essential
  • Sound knowledge of Windows and MS Office.
  • Awareness of Data Security requirements.
  • Good verbal and written communication skills.
  • Flexible approach.
  • Team player.
  • SystmOne experience.
  • Experience of managing a team.
  • Experience working in a GP practice.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Red House Surgery
96 Chesterton Road
Cambridge
CB4 1ER