Reception Manager: Patient Access & Team Leader

Kent LMC; Ashford; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Kingsnorth Medical Practice in Ashford is seeking a Reception Manager to lead the daily reception service and support staff. You will supervise the reception team, manage rotas and training, and ensure smooth operations while guiding patient access and care navigation.

The role emphasizes empathetic patient handling, proactive problem resolution and collaboration with the Operations Manager to maintain high standards of service quality.

Qualifications

• Essential: Experience supervising or managing staff in a busy service.
• Desirable: NHS general practice experience or similar healthcare setting.

Responsibilities

• Lead, supervise and support the reception team, including rotas, cover, induction, training and appraisals.
• Help the team handle patient enquiries, appointments and care navigation with courtesy and discretion.
• Resolve day to day problems and initial concerns, escalating clinical, safeguarding or formal complaints appropriately.
• Organise daily reception activity, allocate work, monitor queues and telephone demand, and arrange cover when staffing changes.
• Support the team with appointment booking, care navigation, patient enquiries and communication with clinicians and external services.
• Step into reception duties when required, while maintaining oversight of team priorities.
• Identify recurring access or service issues, review feedback and help implement and evaluate improvements.

Skills

Staff supervision

Communication

IT skills

Education

NHS general practice experience

Job description

Kingsnorth Medical Practice in Ashford is seeking a Reception Manager to lead the daily reception service and support staff. You will supervise the reception team, manage rotas and training, and ensure smooth operations while guiding patient access and care navigation.

The role emphasizes empathetic patient handling, proactive problem resolution and collaboration with the Operations Manager to maintain high standards of service quality.