Reception Team Manager in Arundel

The Reception Manager is responsible for leading and overseeing all front of house functions within the practice. The role ensures the delivery of a professional, efficient, and patient-focused reception service while supporting staff performance, operational compliance, and continuous improvement across the organisation. The post holder will be an integral member of the practice team and will be responsible for the day-to-day management, leadership, and development of the reception team. The Reception Manager will ensure high standards of patient service are maintained and that reception services are delivered safely, effectively, and in accordance with practice policies and procedures. As part of this role, the post holder will have access to sensitive and confidential information and must therefore maintain the highest standards of confidentiality, professionalism, and integrity at all times.

Primary Responsibilities

• Oversee the day-to-day operations of the reception team ensuring staff meet their responsibilities.
• Maintain consistent standards, professionalism, and excellent patient service across all reception functions.
• Monitor patient flow and telephone demand and redistribute workloads where required.
• Prepare and manage reception rotas ensuring appropriate staffing levels are maintained.
• Manage appointment system changes ensuring leave absence and staffing changes are accurately reflected.
• Coordinate home visit requests in accordance with practice procedures.
• Manage incoming deliveries ensuring compliance with relevant procedures including cold chain requirements.
• Maintain a clean, organised, and effective reception and administrative environment.
• Line manage reception staff providing leadership, guidance, support, and direction.
• Conduct regular one-to-one meetings, appraisals, and performance reviews.
• Monitor staff performance and service standards including call quality where appropriate.
• Address issues relating to professionalism, conduct, communication, and patient interactions.
• Manage attendance concerns and support timely resolution where appropriate.
• Promote a positive, supportive, and collaborative working environment.
• Identify and resolve team concerns and interpersonal difficulties promptly and professionally.
• Coordinate temporary staffing arrangements to support service delivery during periods of leave or absence.
• Ensure mandatory training requirements are completed and remain up to date.
• Deliver and coordinate induction training and ongoing development for new and existing staff.
• Maintain training records and support competency development across the reception team.
• Provide coaching, mentoring, and development opportunities for reception staff.
• Maintain the highest standards of confidentiality and information governance at all times.
• Review, update, and ensure adherence to reception and administrative policies, procedures, and standard operating procedures.
• Ensure compliance with safeguarding governance and relevant legislation.
• Support audits, quality improvement initiatives, and service development activities.
• Promote appropriate use of escalation pathways and support effective decision making.
• Act as a focal point for patients providing initial guidance regarding complaints, promoting patient feedback, supporting enhanced services and quality outcomes, developing efficient systems, maintaining relationships with external organisations, supporting fire safety, visitor management, and health and safety requirements.

Wider Responsibilities

• Prepare meeting agendas and record meeting notes where required.
• Work collaboratively with the Patient Participation Group.
• Participate in audits, management meetings, and service improvement activities.
• Attend relevant internal and external meetings.
• Promote shared learning, continuous improvement, and best practice across the organisation.
• Encourage staff engagement in service development and quality improvement initiatives.

Person Specification

Qualifications

• Essential: Good standard of education including Maths and English GCSE Grade C or above or equivalent qualification.
• Desirable: AMSPAR Level Three Medical Administration qualification, NVQ Level Two Health and Social Care, Leadership or management qualification.

Experience

• Essential: Experience of working with the general public, experience of administrative duties, experience of leading or managing a team.
• Desirable: Experience of working within a healthcare environment, experience of successfully delivering projects and service improvements, experience of staff appraisal and development, experience of health and safety requirements within a workplace, experience of chairing meetings and preparing agendas and meeting notes.

Knowledge and Skills

• Essential: Excellent verbal and written communication skills, competent in the use of Microsoft Office and Outlook, strong organisational and time management skills, ability to work independently and as part of a team, ability to use initiative, discretion, and sound judgement, effective problem solving and decision making skills, ability to remain calm and professional under pressure, ability to build positive working relationships, high levels of integrity, professionalism, and confidentiality, flexible, cooperative, and motivated approach, ability to motivate and support staff, understanding of safeguarding responsibilities, ability to work within policies, procedures, and regulatory requirements.
• Desirable: Experience of performance management and staff development, strategic and solutions focused approach, experience of leading change and service improvement initiatives, ability to identify opportunities to improve service delivery, experience of workforce planning and rota management.

Other Requirements

• Enhanced Disclosure and Barring Service check.
• Occupational Health clearance.

This job description is intended to provide an overview of the main duties and responsibilities of the role. It is not an exhaustive list and may be subject to change following consultation with the post holder to meet the evolving needs of the practice. All staff are expected to work flexibly and undertake other reasonable duties appropriate to the role to support the efficient operation of the organisation.