Reception Manager

NHS; Sale; On-site; GBP 30,000 - 45,000; Full time

Job summary

A healthcare provider in Sale is looking for a Reception Manager to oversee the reception and administration team. The successful candidate will manage day-to-day operations, ensuring high-quality service and patient care. Strong IT skills and prior management experience in a healthcare setting are essential for this role.

Qualifications

• Experience of working in a management position.
• Experience of managing a team.
• Experience of working in a GP Practice.

Responsibilities

• Provide day-to-day support, leadership, and first-line management for the reception team.
• Ensure efficient operations and cover for reception when needed.
• Manage and deal with day-to-day needs of clinical staff.
• Handle patient complaints and queries.

Skills

Management experience

Strong IT skills

Organizational skills

Ability to work under pressure

Leadership skills

Job description

Overview

The role is primarily line managing the practice reception and administration team, carrying out day to day activities. The post holder will work closely with (and under the direction of) the Practice Manager to provide the continual improvement of standards across a wide range of clinical and administrative activity, as well as providing an element of cover or source of advice in the event of their absence. The successful candidate must be able to work on their own initiative and have management experience, along with strong IT skills. You must be organised, confident and flexible and have a friendly and approachable manner and can work under pressure.

N.B. THE PROPOSED START DATE IS NO EARLIER THAN 5TH JANUARY 2026

Main duties

• To provide day-to-day support, leadership, first line management and guidance for the practice reception and administration team, ensuring an efficient and professional manner is maintained and to provide cover to the reception team when needed.
• Ensure all reception and administration duties are completed to the highest standard.
• Reception staff annual leave, absence and rotas including reception duties cover when required.
• Manage and deal with day to day needs, difficulties and requirements of the partners and other clinical staff.
• To work closely with reception and clinical staff to ensure adequate cover and the smooth running of the practice, reporting any problems encountered to the relevant person.
• To be a point of contact for staff and patient queries and concerns.
• Dealing with patient complaints relating to front desk/reception services.
• Responding to and resolving all local IT issues where appropriate liaising with NHIS, the CCG IT support or others to resolve hardware and software issues.
• Training of staff on practice IT systems as necessary.

About us

Bodmin Road Health Centre [BRHC] is a Primary Care provider based in Sale, Manchester and is part of the Sale Central Primary Care Network. Our services are diverse, and forward-thinking enabling us to deliver patient care to meet local priorities in relation to chronic disease, improved access and general care management.

We provide high quality general medical care to a registered list of over 9,000 patients, through our dedicated team of clinical, administrative and management professionals.

Job responsibilities

Job Summary

The role is primarily line managing the practice reception and administration team, carrying out day to day activities.

The post holder will work closely with (and under the direction of) the Practice Manager to provide the continual improvement of standards across a wide range of clinical and administrative activity, as well as providing an element of cover or source of advice in the event of their absence.

The successful candidate must be able to work on their own initiative and have management experience, along with strong IT skills. You must be organised, confident and flexible and have a friendly and approachable manner and can work under pressure.

Previous primary care experience is essential however, necessary training will be provided.

The post holder will:

• Be an experienced manager and leader of staff, providing leadership to the reception and administration team.
• Have excellent service, leadership, communication and project management skills.
• Be suitably proficient with IT systems and software applications, preferably in a clinical setting (although training will be provided for the suitable candidate).
• Exhibit safe, professional decision-making and high level of care for patients within the Practice.
• Work collaboratively with the wider Practice team to meet the needs of our diverse range of patients.
• Support the delivery of required policy and procedures.
• Be flexible with working hours in the event of staff annual leave or sickness.
• In order to work at this level, full enhanced DBS clearance must be met.

Key Responsibilities

The following are the core responsibilities of the Reception Manager. There may be on occasion a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

• To provide day-to-day support, leadership, first line management and guidance for the practice reception and administration team, ensuring an efficient and professional manner is maintained and to provide cover to the reception team when needed.
• Ensure all reception and administration duties are completed to the highest standard.
• Reception staff annual leave, absence and rotas.
• To provide communications between patients, doctors and other staff.
• Support the Practice Manager in the recruitment and induction of all new reception and administration staff.
• Support the Practice Manager in the running of elements and/or services within the practice e.g. compliance with CQC, Health and Safety audits etc.
• Support the practice manager in the reviewing and updating of practice policies and procedures.
• Work with the Practice Manager and other members of the practice to identify areas for improvement and assist in change management where appropriate.
• Ensure the promotion, monitoring and documentation of performance and quality outcomes targets within the practice (including QOF), and using IT systems and software.
• To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS.
• To introduce new policies and procedures in line with current regulations
• Manage and deal with day to day needs, difficulties and requirements of the partners and other clinical staff.
• Manage any staffing issues, disagreements and implement 1st level disciplinary procedures with reception staff.
• To work closely with reception and clinical staff to ensure adequate cover and the smooth running of the practice, reporting any problems encountered to the relevant person.
• To be a point of contact for staff and patient queries and concerns.
• Stationery stock control
• The greeting of patients, dealing with their enquiries in a courteous and polite manner.
• Deputise for secretary team in the event of annual leave or sickness.
• Dealing with patient complaints relating to front desk/reception services.
• Making appointments and booking patients in for surgeries and clinics.
• Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely.
• Contacting hospitals and various other agencies for results, appointments, booking, referrals and patient information.
• Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics.
• Responding to and resolving all local IT issues where appropriate liaising with NHIS, the CCG IT support or others to resolve hardware and software issues.
• Setting up new members of staff in the clinical and other IT systems.
• Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice.
• Providing support and ensure training for current and new staff is carried out.
• Support Care Coordinators in developing and maintaining effective call and recall systems for patient services and reviews.
• Training of staff on practice IT systems as necessary.

Training and Development

Taking responsibility for own development with relevant evidence-based knowledge and competence in all aspects of the role to meet clinical governance guidelines for Continuing Professional Development (CPD) and a Personal Development Plan (PDP).

Stay up to date through attendance at any courses and/or study days necessary to ensure that professional development requirements are met, demonstrating skills and activities to others who are undertaking similar work.

Subject to a performance review, including taking responsibility for maintaining a record of own personal and/or professional development.

Work closely with other clinical staff and administrative managers in the setting up and/or improving of practice systems for monitoring/measuring performance against Clinical Governance and Quality Indicator targets

Work to deliver the NHS contract requirements related to the practice (including the terms of the Quality and Outcomes Framework and locally enhanced services)

GOVERNANCE

Take part in the maintenance of quality governance systems and processes across the Practice and its activities.

Utilise the audit cycle as a means of evaluating the quality of the work of self and the team, implementing improvements where required.

Work with other teams on improving the quality of service and patient care, in response to local and national policies and initiatives as appropriate

Support and participate in shared learning across the practice and wider organisation

Manage, review and identify learning from complaints, incidents and near-miss events relating to the practice, team and self.

Awareness of statutory safeguarding, notification processes and local guidance for children/vulnerable patients, applying relevant policies and legislation to protect them

Ensure compliance with policies, procedures and guidelines for self and others, by acting or alerting senior management team if the practice appears to contravene policy, or if there are concerns over any aspect of patient care.

Confidentiality

Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.

Maintain an awareness of the Freedom of Information Act.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & Safety

The post-holder will manage their own and others health & safety and infection control as defined in the Practice Health & Safety Policy, the Practice Health & Safety Manual, and the Practice Infection Control Policy and published procedures.

Comply with Practice health and safety policies by following agreed safe working procedures

Actively reporting of health and safety hazards and infection hazards immediately when recognised

Keeping work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination.

Undertaking periodic infection control training (minimum annually)

Awareness and compliance with national standards of infection control, hygiene, regulatory / contractual / professional requirements, and good practice guidelines.

Correct personal use of Personal Protective Equipment (PPE) and ensuring correct use of PPE by others, advising on appropriate circumstances for use by clinicians, staff and patients.

Reporting incidents using the organisation's Incident Reporting System

Using personal security systems within the workplace according to Practice guidelines

Making effective use of training to update knowledge and skills

Equality and Diversity

The post-holder will support, promote and maintain the Practice's Equality & Diversity Policy.

No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.

The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.

Other Delegated Duties

This job description is not intended to be exhaustive - it may be changed after consultation with the post holder. The employee shares with the employer the responsibility for review and modification of duties.

Person Specification

Experience

• Experience of working in a management position
• Experience of managing a team
• Experience of working in a GP Practice

Skills and General

• Good organisational skills
• Be able to work under pressure
• Be flexible in covering annual leave

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.