Reception Operations Manager (GP Practice)

Overview
We are seeking an experienced and highly organised Reception Operations Manager to oversee the our Reception and front of house services within this busy GP practice specialising. The successful candidate will be responsible for managing the large reception team across 4 sites, ensuring smooth daily operations, and delivering exceptional patient care. This will suit someone with people management skills and a strong operational management background.

Job Purpose

The Reception Manager is responsible for the efficient and effective management of reception and front\-of\-house services across all practice sites. The role ensures high standards of patient care, access, confidentiality, and service delivery, while leading, supporting, and developing the reception team.

Key Responsibilities

Operational Management

· Manage daily reception operations across multiple practice sites

· Ensure consistent procedures, standards, and patient experience at all locations

· Oversee appointment booking systems, patient flow, and front\-desk activities

· Act as the main point of escalation for reception\-related issues

· Support business continuity and cover arrangements during staff absence

· Support business continuity through IT outages

· Manage prescription clerk operations

Staff Management \& Leadership

· Line manage reception leads, reception staff and prescription clerks across sites

· Lead recruitment, induction, rota management, and training of reception staff

· Carry out appraisals and probation reviews

· Promote teamwork, staff wellbeing, and a positive working culture

· Address conduct, capability, and attendance issues in line with HR policies

Patient Services \& Experience

· Ensure a courteous, professional, and patient\-focused reception service

· Manage patient complaints and feedback related to reception services

· Support equality of access, safeguarding, and reasonable adjustments

· Ensure reception staff handle sensitive situations calmly and appropriately

Systems, Processes \& Compliance

· Ensure accurate patient registration and demographic data management

· Maintain confidentiality, GDPR compliance, and information governance standards

· Monitor adherence to NHS, PCN, and practice policies

· Contribute to audits, quality improvement, and CQC preparation

Communication \& Coordination

· Liaise closely with clinicians, management, and other departments

· Coordinate reception cover across sites and support hubs

· Communicate practice changes, protocols, and updates to reception teams

· Represent reception services in practice operations or PCN meetings as required

Skills \& Competencies

· Strong leadership and people\-management skills

· Excellent communication and interpersonal skills

· Highly organised with the ability to manage multiple sites and priorities

· Confident decision\-maker with a problem\-solving approach

· Ability to remain calm under pressure and manage challenging situations

Knowledge \& Experience

Essential:

· A good understanding of reception or front\-of\-house services

· Experience of supervising or managing multiple staff

· Understanding of patient confidentiality and data protection

Desirable:

· Experience within a GP practice, NHS, or primary care setting

· Experience of managing Reception in an NHS or primary care setting.

· Good working knowledge of EMIS

· Experience working across multiple sites

Personal Qualities

· Approachable, professional, and patient\-focused

· Flexible and adaptable to service needs

· Supportive, kind leadership style with a commitment to development

· Discretion and integrity at all times

Pay: From £39,000\.00 per year

Work Location: In person

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