Reception Manager in London

Overview

We are looking for an enthusiastic and reliable full‑time Reception Manager to join our busy, friendly, and growing Practice in Old Coulsdon, Surrey.

This is a key role within the Practice, ideal for someone who is passionate about delivering excellent patient care and supporting a high‑performing team.

The Reception Manager is responsible for the effective day‑to‑day management of the reception team, ensuring high standards of patient service, efficient appointment management, and compliance with practice policies and NHS requirements.

The role includes responsibility for coordinating the practice’s Total Triage system, ensuring safe, efficient management of patient demand and access.

The role supports the delivery of safe, responsive, and well‑organised frontline services, contributing to positive patient experience and operational efficiency.

• Team Management & Leadership
• Line manage reception staff, including recruitment, induction, training and appraisal.
• Lead, motivate and support the reception team to deliver a high‑quality service.
• Manage rotas, annual leave and sickness absence in line with practice policy.
• Conduct return‑to‑work meetings and address performance issues promptly.
• Facilitate regular team meetings and communication updates.
• Patient Services & Front Desk Operations
• Oversee daily reception operations, ensuring adequate staffing and service coverage.
• Ensure patients are greeted professionally and treated with dignity and respect.
• Manage appointment systems effectively, including same‑day demand and triage support.
• Monitor and improve patient flow and access to services.
• Complaints & Patient Experience
• Act as first point of contact for patient concerns and complaints at reception level.
• Resolve issues promptly and escalates where appropriate.
• Support the complaints process in line with NHS requirements.
• Use feedback to identify service improvements.
• Operational & Administrative Oversight
• Ensure reception processes are efficient, standardised and documented (SOPs).
• Monitor performance metrics (e. g. call handling, access, waiting times).
• Support audits and quality improvement initiatives.
• Maintain up‑to‑date knowledge of practice systems (e. g. EMIS, Accu Rx).
• Information Governance & Confidentiality
• Ensure all reception staff adhere to GDPR, confidentiality and data protection policies.
• Monitor compliance with information governance and Caldicott principles.
• Ensure accurate patient data recording and secure handling of information.
• Safeguarding & Health & Safety
• Act as a safeguarding point of awareness within the reception team.
• Ensure staff understand safeguarding procedures and reporting processes.
• Maintain compliance with health and safety requirements within the reception area.
• Continuous Improvement
• Identify opportunities to improve workflows, patient access and efficiency.
• Contribute to practice and PCN‑wide improvement initiatives.
• Support implementation of new systems and service changes.
• General Responsibilities
• Work collaboratively with clinicians and the wider multidisciplinary team.
• Maintain professionalism, confidentiality and high standards at all times.
• Undertake any other duties appropriate to the role.

Qualifications & Experience

• Experience of working in a GP practice or healthcare setting.
• Previous supervisory or management experience.
• Experience managing or supporting a team.
• Commitment to continuous professional development.
• 5 GCSEs or above.
• Strong leadership and people management skills.
• Excellent communication skills (face‑to‑face, telephone and written).
• Good understanding of NHS primary care systems and patient pathways.
• Competence in clinical systems (e. g. EMIS, Accu Rx).
• Ability to manage competing priorities in a busy environment.
• Knowledge of confidentiality, GDPR and data protection.
• Professional, approachable and patient‑focused.
• Calm under pressure with strong problem‑solving skills.
• Highly organised with attention to detail.
• Flexible and adaptable to meet service needs.
• Positive attitude and team‑focused approach.
• Enhanced DBS check required.
• About the Practice

The Old Coulsdon Medical Practice provides primary care services to approximately 19,500 patients.

The clinical team at the surgery is made up of 5 Partner GPs, 6 Salaried GPs, 4 Nurses, 1 Nurse Associate, 2 Healthcare Assistants, 3 Pharmacists, 1 Pharmacy Technician, 2 Paramedics, 1 First Contact Practitioner, Physiotherapist and over 20 non‑clinical staff including receptionists and administrators.

The practice is a training practice for trainee GPs and provides teaching to medical students and nurses.

It is registered as a partnership with the Care Quality Commission and offers regulated activities of diagnostic and screening procedures, maternity and midwifery services, family planning services, treatment of disease, disorder or injury and surgical procedures.

The practice ethos is to provide high‑quality and caring services by friendly proactive teams.

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