Reception Manager in Reading

Part‑time or full‑time role will be considered, depending on the successful candidate. We are a friendly, patient‑focused GP practice serving approximately 12,000 patients and are seeking an experienced and motivated Reception Manager to lead our reception team.

The successful candidate will be responsible for the day‑to‑day management of reception services, ensuring the delivery of a professional, efficient, and patient‑centred service. Experience within primary care and knowledge of EMIS Web are desirable but training will be given.

Main duties of the job:

• Manage and supervise the reception team.
• Coordinate staff rotas, annual leave, appraisals and sickness absence.
• Recruit, induct, train and support reception staff.
• Ensure high standards of patient care and customer service are maintained.
• Oversee appointment systems and optimise appointment utilisation using EMIS Web.
• Handle patient concerns and complaints in accordance with practice policies.
• Monitor reception workflows and implement improvements where appropriate.
• Support the Deputy Practice Manager with operational and administrative tasks.
• Ensure compliance with practice policies, confidentiality requirements, GDPR and CQC standards.
• Maintain staff training records and support ongoing professional development.
• Liaise effectively with all Clinical and Administrative staff and external organisations.

Previous experience working within a GP practice or healthcare setting will be provided training for the right candidate. Experience supervising or managing a team. Proficient in the use of EMIS Web. Many GP Reception Manager roles specifically request EMIS experience. Excellent organisational and communication skills. Ability to work under pressure and prioritise workloads effectively. Strong problem‑solving and leadership abilities. Competent IT skills, including Microsoft Office applications.

About us:

At Emmer Green Surgery, we are a friendly, supportive, and forward‑thinking GP practice committed to delivering high‑quality patient care to our local community. Our multidisciplinary team includes Seven GP Partners, Salaried GPs, Pharmacists, a Pharmacy Technician, an Advanced Nurse Practitioner, a dedicated Nursing Team, a Mental Health Worker, Care Coordinators, Medical Secretaries, and an experienced Reception and Administration Team. We pride ourselves on maintaining a positive and welcoming working environment where staff feel respected, valued and encouraged to develop their skills and careers. Our team is hardworking, compassionate and committed to providing the best possible service to our patients while supporting one another through the challenges and rewards of working in primary care.

Benefits of working with us include:

• Supportive and friendly team environment
• Opportunities for training and professional development
• Regular staff meetings and protected learning time
• NHS Pension Scheme
• Free on‑site parking
• A modern, innovative approach to primary care with a strong focus on teamwork and patient‑centred care

If you are looking to join a practice where you can make a real difference while being part of a caring and dedicated team, we would love to hear from you.

Job responsibilities:

• Enable the efficient running and management of the reception department.
• Oversee the day‑to‑day running of the reception acting as a hands‑on troubleshooter where required.
• Build an effective team to ensure all objectives and tasks are carried out efficiently, on time and according to protocols and guidelines.
• Ensure staff are trained to manage start‑up and end‑of‑day reception process, consulting room checklist and general building security.
• Manage rotas, ensuring adequate staff cover for reception, keeping extra hours to a minimum.
• Oversee the patient areas; reception, waiting room and consulting room corridor to ensure a consistent image according to practice requirements.
• Identify, develop and maintain all policies, procedures, protocols and work instructions.
• Ensure that the team adheres to and supports the surgery’s QOF objectives to obtain maximum points.
• Implement and maintain processes, procedures and protocols to ensure business continuity.
• Adhere to the confidentiality policy and keep confidential matters such as complaint investigations, employee salaries, performance, partner business and practice business private.
• Manage petty cash transactions associated with the reception area.
• Oversee and manage all administrative tasks completed by the reception team such as the Dashboard, Emails, incoming/outgoing post, scanning of documents to patient records, issuing of patient prescriptions, the upkeep of notice boards and receipt of incoming deliveries.
• Be the first point of contact for any complaints that come into the surgery. Aim to manage and diffuse the complaint before it becomes an official complaint.
• Oversee and manage the appointment system by ensuring correct booking of appointments by reception staff.

Staff and process management:

• Authorise, manage, monitor and be accountable for all reporting staff overtime.
• Authorise and manage all holiday requests and cover.
• Contribute towards and assist the practice manager/deputy manager to keep and maintain sickness and absence records.
• Keep and maintain disciplinary records.
• Keep and maintain training records for all reception staff.
• Carry out annual appraisals for reception staff.
• Support and motivate staff. Create and maintain a supportive and cooperative environment.

Staff Development:

• Manage the Practice’s induction programme for all new reception staff members.
• Delegate work according to subordinates’ competences.
• Investigate staff skill gaps and implement individual development plans and objectives.
• Perform succession planning.

Communication:

• Arrange and chair regular reception meetings.
• Keep staff up to date by various methods of communication face‑to‑face, group meetings and Emails to communicate such matters as targets, new protocols, standards and changes.
• Listen to staff issues, complaints and feedback.
• Encourage staff to suggest ideas for improvements and efficiencies.

Leadership:

• Act as a single point of contact for all line management issues.
• Lead and implement new protocols, initiatives and programmes.
• Communicate with and support the practice manager/deputy manager.
• Employ influencing skills to implement change and manage staff.

Person Specification:

Qualifications:

• Essential: GCSE grade A to C in English and Maths
• Desirable: Leadership and Management NVQ or ILM

Experience:

• Essential: Previous experience working within an NHS GP practice. Experience supervising or managing a reception/administration team. Excellent communication and customer service skills. Strong organisational skills with the ability to prioritise workload in a busy environment. Experience managing staff rotas, annual leave and day‑to‑day operational issues. Good IT skills, including experience of clinical systems such as EMIS. Professional, reliable and able to work effectively under pressure.
• Desirable: Previous experience as a Reception Manager, Deputy Reception Manager or Team Leader in Primary Care. Experience using EMIS Web and Accurx. Knowledge of CQC requirements and General Practice operations.

We are looking for a motivated individual with NHS Primary Care or Secondary care experience who can lead and support our reception team while ensuring an excellent service for our patients.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details:

Employer name: Emmer Green Surgery

Address: 4 St. Barnabas Road, Emmer Green, Reading, RG4 8RA, United Kingdom

Employer's website: emmergreensurgery.co.uk