Reception Manager

The Lunesdale Surgery, part of the Western Dales PCN, are looking for a proactive and enthusiastic Reception Manager to work as part of our administration and multi-disciplinary team.

The Reception Manager is responsible for the day-to-day management and supervision of the reception team, ensuring a professional, efficient, and compassionate service for all patients and visitors. The postholder will ensure smooth front-of-house operations, manage patient access to services, and maintain high standards of customer care. Your responsibilities will also include working closely with the Practice Manager, and clinical teams to support the delivery of safe, effective, and well-coordinated care.

Diverse clinical & admin team5 Partners, 2 Salaried GPs, 2 Advanced Nurse Practitioners, 3 Nurses, 1 HCA, Dispensary team, Social Prescribers, Clinical Pharmacist, First contact Physio, Mental Health Practitioner, Digital Lead, GP Assistant, all backed up by a welcoming Admin team.

Training practice for GP registrars and medical students.

Modern spacious building with smaller satellite surgery in Hornby. District Nursing team based on-site.

Top ratings in patient feedback survey.

Job Summary:

To supervise, develop and organise the Reception Team

To contribute to the planning, duties and functions of the Team and department

To embed a professional ethos, providing excellent levels of patient care in an environment of empathy at all times

To provide support to the Practice Manager to ensure the management of the Practice Reception function ensuring effectiveness and efficiency at all times

Duties and Responsibilities:

Provide general assistance to the Practice Team and project a positive and friendly image to patients

Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice

Understand the legislative requirements and Practice Polices for GDPR and Data Protection and act as the primary point of contact for the Reception Team to assist with any particular queries or concerns

Responsible for operating all procedures for Reception and Waiting Room including ensuring that noticeboards in both areas are kept updated

Understand the range of services on offer, how to use them effectively and guiding patients through their interactions with the Practice

Co-ordinate provision of reception services for clinics and health promotion activities

Ensure Practice policies are followed and accurate records kept with particular reference to: appointments, messages, visits, online services, patient registration, filing systems, births and deaths

Employed Staff

Ensure all members of the Reception Team are aware of, and adhere to, Practice policies and procedures to ensure the delivery of high quality patient services.

Working alongside the Practice Manager to authorise and monitor overtime, authorising annual leave, undertaking annual appraisals, sickness monitoring and participation in the recruitment and selection process for appointment of new reception staff

Supervise the Reception Team to ensure that all daily tasks are completed

Ensure all reception staff undertake appropriate induction training, undertake effective probationary reviews with new staff and ensure that all Reception staff are adequately trained to fulfil their role and that their continuing development is achieved

Act as a role model to reception staff, supporting motivating and promoting good staff relations.

Disseminate information to the Reception Team in relation to patient services and any agreed system changes

Implement and co-ordinate staff rotas taking into consideration sickness cover, holiday etc and liaise with reception staff to ensure appropriate cover is maintained ensuring cover and contingency plans are in place for all leave including unforeseen absence

Assess training needs for own training and that of reception staff

Ensure Reception staff are up to date with all mandatory and statutory training including the timely completion of all refresher training modules

Monitor staff time-keeping, unauthorised absences etc and be the first line of management to deal with disciplinary matters, speak to reception staff when appropriate and notify them of any action including accurately documenting all incidents and outcomes

Monitor development of reception staff to ensure a first class service to the Practice and patients

Support and mentor the Reception Team both as individuals and as team members

Co-ordinate and facilitate Reception Team meetings

Administration

Responsible for the delegation of tasks when there is a need to alter or cancel surgeries and making alternative arrangements in an emergency or in the event of changes to any surgeries

Acting as the primary point of contact in reception for clinicians

Lead and participate in Management Team meetings as appropriate

Provide data, as requested, for practice development plans and contribute thoughts and ideas to the smooth operation of the…