Reception Operations Manager

We are looking for an experienced and motivated Reception Operations Manager to joinour team. This role would be working alongside our current Reception Supervisor to lead and develop a dedicated reception team.

You will be responsible for the efficient management and direction of the reception team, ensuring all duties are performed to the highest standard, while also undertaking reception duties yourself supporting the team in delivering a polite and professional service to our patient population.

Good knowledge of the Systmone clinical system.

Oversee reception services, ensuring staff achieve their primary responsibilities

Induction, training, and ongoing development of all reception staff

Support staff with mandatory and e-learning training

Identify and deliver team training where required

Conduct staff performance reviews

Manage day-to-day team issues and individual matters

Review and approve holiday requests; ensure adequate cover during leave periods

Oversee and manage Systmone appointment rotas

Develop and embed efficient reception processes and procedures

Handle complex patient enquiries and complaints relating to reception functions

Act as a focal point for communication and best practice acrossthe team

Assist with QOF management and triage support

Manage deliveries and adhere to cold chain policy as required

Sundon Medical Centre has a long-established reputation for high quality patient care, situated in north Luton close to the Luton and Dunstable Hospital, with a dispensing branch surgery in Harlington village.

We are a supportive, training practice at the heart of our local community, with a team of 5 GP Partners, 3 salaried doctors, 4 nurses, 2 nurse associates, and a mental health liaison worker, as well as an expanding multidisciplinary PCN team including clinical pharmacists, MSK practitioners, care coordinators, and social prescribers.

We are high QOF achieving, provide specialist diabetes care, family planning services, and a tier 3 minor surgery service to Luton. Appointments are managed through total triage to improve patient flow.

Main Purpose of the Role

To ensure the reception team provides a high-quality, professional and patient-centred service.

To support the Reception Supervisor and wider management team with the effective running of reception services.

To ensure reception processes are safe, efficient, consistent and compliant with practice policies and relevant legislation.

To support staff induction,training, development, performance and day-to-day supervision.

To assist with appointment management, care navigation, triage support, QOF-related work and wider operational requirements.

Key Responsibilities Reception Management and Leadership

Oversee reception services across the practice, ensuring staff understand and achieve their primary responsibilities.

Work alongside the Reception Supervisor to provide day-to-day leadership, guidance and support to the reception team.

Act as a focal point for communication, advising reception and administrative staff on best practice and appropriate methods of communication.

Manage day-to-day issues thatmay arise within the team or with individual staff members, escalating concerns where appropriate.

Promote a positive team culture based on professionalism, accountability, good communication and patient-centred care.

Support the management team in ensuring reception services meet the needs of the practice and patient population.

Staff Training, Development and Performance

Support the induction and training of all new reception staff to agreed practice standards.

Ensure reception staff are appropriately trained in practice systems, policies, procedures and patient communication standards.

Oversee e-learning and mandatory training completion for reception staff.

Identify training needs withinthe team and support the delivery of team training where required.

Provide ongoing guidance,coaching and support to reception staff.

Conduct staff performance reviews in line with practice procedures.

Ensure staff are aware of andfollow practice policies, including confidentiality, data protection,safeguarding, infection control and health and safety.

Reception Processes and Procedures

Review and update reception procedures as required.

Develop, implement and embed efficient reception processes and procedures.

Ensure reception workflows aresafe, consistent and effective.

Continually assess and evaluate reception systems and quality, recommending changes and improvements to the Deputy Practice Manager or Practice Manager as appropriate.

Ensure processes adhere tocurrent legislation, NHS guidance, practice policies and CQC requirements.

Support the implementation ofnew processes and ensure reception staff understand any changes.

Monitor compliance with practice procedures and address areas requiring improvement.

Staffing, Rotas and Cover

Review holiday requests andensure adequate reception cover is maintained.

Ensure appropriate receptionist cover is in place during annual leave,…