Reception Operations Manager

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 ResponsibilitiesReception 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 that may 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 within the 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 and follow 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 are safe, 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 to current legislation, NHS guidance, practice policies and CQC requirements. Support the implementation of new 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 and ensure adequate reception cover is maintained. Ensure appropriate receptionist cover is in place during annual leave, sickness and busy periods. Arrange temporary or additional cover when required, following approval from management. Oversee and manage appointment rotas, ensuring they are accurate, appropriate and updated in a timely manner. Support planning for reception staffing levels across the main site and branch site where applicable. Monitor workload pressures and escalate staffing concerns to the management team. Patient Services and Complaints Ensure patients receive an excellent standard of customer service. Deal with complex patient enquiries relating to reception functions. Handle concerns and complaints relating to reception services in a professional and appropriate manner. Support staff in managing difficult conversations with patients. Promote the practice's zero tolerance approach to abuse, aggression or inappropriate behaviour. Ensure patients are signposted appropriately to the correct healthcare professional or service. Support the team to maintain a calm, professional and patient-centred approach, especially during busy periods. Triage, Access and Appointments Support the reception team with care navigation and triage processes, ensuring patients are directed appropriately. Assist with the management of online consultation requests and appointment navigation where required. Support the practice in ensuring fair, safe and effective patient access. Oversee appointment availability and reception booking processes. Work with the management and clinical teams to identify appointment pressures and improve patient flow. Ensure reception staff follow agreed care navigation and signposting protocols. QOF and Practice Targets Assist with QOF management where required. Support recall processes and patient booking for long-term condition reviews, medication reviews, health checks and other practice targets. Work with administrative and clinical teams to ensure patient contact and appointment booking processes support practice performance. Assist with patient searches, invites, appointment scheduling and follow-up tasks where appropriate. Deliveries, Stock and Practice Environment Manage deliveries to the practice, ensuring they are received and handled appropriately. Ensure adherence to the cold chain policy where necessary. Maintain and monitor the reception area, ensuring it is clean, tidy, safe and professional. Monitor and maintain patient noticeboards, ensuring information is up to date and appropriate. Ensure the reception working environment remains organised and effective. Report building, equipment or health and safety concerns to the appropriate person. Reception Duties Process and effectively signpost patients to the most appropriate healthcare professional or service, depending on their presenting condition. Answer incoming telephone calls, transferring calls or dealing with requests appropriately. Process patient requests for appointments and general enquiries. Provide an excellent standard of customer service on the reception desk. Initiate contact with and respond to requests from patients, team members and external agencies. Input data into patients' healthcare records as necessary. Direct requests for information, including Subject Access Requests, insurance reports, solicitor letters, DVLA forms and other administrative requests, to the relevant team. Maintain a clean, tidy and effective working area at all times. Monitor and maintain the reception area and noticeboards. Support clinical staff with general tasks as requested. Handle patient queries in a calm, confidential and professional manner. Ensure patient information is handled in accordance with GDPR and confidentiality requirements. Communication Communicate effectively with patients, carers, staff, clinicians and external organisations. Provide clear and professional communication to the reception team. Ensure important information is shared with reception staff in a timely manner. Attend meetings where required and cascade relevant information to the team. Promote effective communication between reception, administration, clinical and management teams. Act as a role model for professional communication and behaviour. Confidentiality and Data Protection Maintain patient and practice confidentiality at all times. Comply with GDPR, data protection legislation and practice policies. Ensure patient information is only accessed where appropriate and necessary. Support reception staff in understanding and maintaining confidentiality standards. Report any data breaches or confidentiality concerns in line with practice procedures. Health and Safety Comply with practice health and safety policies. Take reasonable care of their own health and safety and that of others. Report risks, incidents, hazards or concerns to the appropriate manager. Support the team in maintaining a safe and professional working environment. Follow infection prevention and control procedures. Safeguarding Be aware of safeguarding responsibilities in relation to children, young people and vulnerable adults. Follow practice safeguarding policies and procedures. Escalate safeguarding concerns appropriately. Ensure reception staff are aware of how to identify and escalate safeguarding concerns. Job description Job responsibilities 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 ResponsibilitiesReception 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 that may 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 within the 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 and follow 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 are safe, 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 to current legislation, NHS guidance, practice policies and CQC requirements. Support the implementation of new 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 and ensure adequate reception cover is maintained. Ensure appropriate receptionist cover is in place during annual leave, sickness and busy periods. Arrange temporary or additional cover when required, following approval from management. Oversee and manage appointment rotas, ensuring they are accurate, appropriate and updated in a timely manner. Support planning for reception staffing levels across the main site and branch site where applicable. Monitor workload pressures and escalate staffing concerns to the management team. Patient Services and Complaints Ensure patients receive an excellent standard of customer service. Deal with complex patient enquiries relating to reception functions. Handle concerns and complaints relating to reception services in a professional and appropriate manner. Support staff in managing difficult conversations with patients. Promote the practice's zero tolerance approach to abuse, aggression or inappropriate behaviour. Ensure patients are signposted appropriately to the correct healthcare professional or service. Support the team to maintain a calm, professional and patient-centred approach, especially during busy periods. Triage, Access and Appointments Support the reception team with care navigation and triage processes, ensuring patients are directed appropriately. Assist with the management of online consultation requests and appointment navigation where required. Support the practice in ensuring fair, safe and effective patient access. Oversee appointment availability and reception booking processes. Work with the management and clinical teams to identify appointment pressures and improve patient flow. Ensure reception staff follow agreed care navigation and signposting protocols. QOF and Practice Targets Assist with QOF management where required. Support recall processes and patient booking for long-term condition reviews, medication reviews, health checks and other practice targets. Work with administrative and clinical teams to ensure patient contact and appointment booking processes support practice performance. Assist with patient searches, invites, appointment scheduling and follow-up tasks where appropriate. Deliveries, Stock and Practice Environment Manage deliveries to the practice, ensuring they are received and handled appropriately. Ensure adherence to the cold chain policy where necessary. Maintain and monitor the reception area, ensuring it is clean, tidy, safe and professional. Monitor and maintain patient noticeboards, ensuring information is up to date and appropriate. Ensure the reception working environment remains organised and effective. Report building, equipment or health and safety concerns to the appropriate person. Reception Duties Process and effectively signpost patients to the most appropriate healthcare professional or service, depending on their presenting condition. Answer incoming telephone calls, transferring calls or dealing with requests appropriately. Process patient requests for appointments and general enquiries. Provide an excellent standard of customer service on the reception desk. Initiate contact with and respond to requests from patients, team members and external agencies. Input data into patients' healthcare records as necessary. Direct requests for information, including Subject Access Requests, insurance reports, solicitor letters, DVLA forms and other administrative requests, to the relevant team. Maintain a clean, tidy and effective working area at all times. Monitor and maintain the reception area and noticeboards. Support clinical staff with general tasks as requested. Handle patient queries in a calm, confidential and professional manner. Ensure patient information is handled in accordance with GDPR and confidentiality requirements. Communication Communicate effectively with patients, carers, staff, clinicians and external organisations. Provide clear and professional communication to the reception team. Ensure important information is shared with reception staff in a timely manner. Attend meetings where required and cascade relevant information to the team. Promote effective communication between reception, administration, clinical and management teams. Act as a role model for professional communication and behaviour. Confidentiality and Data Protection Maintain patient and practice confidentiality at all times. Comply with GDPR, data protection legislation and practice policies. Ensure patient information is only accessed where appropriate and necessary. Support reception staff in understanding and maintaining confidentiality standards. Report any data breaches or confidentiality concerns in line with practice procedures. Health and Safety Comply with practice health and safety policies. Take reasonable care of their own health and safety and that of others. Report risks, incidents, hazards or concerns to the appropriate manager. Support the team in maintaining a safe and professional working environment. Follow infection prevention and control procedures. Safeguarding Be aware of safeguarding responsibilities in relation to children, young people and vulnerable adults. Follow practice safeguarding policies and procedures. Escalate safeguarding concerns appropriately. Ensure reception staff are aware of how to identify and escalate safeguarding concerns.