Reception Manager

Allscreens Nationwide Ltd; Coulsdon; On-site; GBP 32,000 - 45,000; Full time

Job summary

Allscreens Nationwide Ltd is seeking an experienced Reception Manager to lead the front desk in a healthcare setting. You will oversee day-to-day operations, support recruitment and training, and ensure a warm, professional experience for patients.

You will manage rotas, monitor performance metrics, handle complaints, and collaborate with clinicians to improve access and service quality, while upholding GDPR, confidentiality and information governance.

Responsibilities

• Lead reception team management, including recruitment, induction, training and appraisal
• 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 and support triage
• Monitor and improve patient flow and access to services
• Act as first point of contact for patient concerns and complaints
• Resolve issues promptly and escalate where appropriate
• Support the complaints process in line with NHS requirements
• Use feedback to identify service improvements
• 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)
• 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
• 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
• 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
• Work collaboratively with clinicians and the wider multidisciplinary team
• Maintain professionalism, confidentiality, and high standards at all times
• Undertake any other duties appropriate to the role

Job description

Key Responsibilities

Team Management & 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 & 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 & Patient Experience

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

Operational & 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 & 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 & 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 multidisciplinary team
• Maintain professionalism, confidentiality, and high standards at all times
• Undertake any other duties appropriate to the role