Senior Receptionist (Development Opportunity) in Manchester

Main duties of the job

The Senior Receptionist will support the smooth and efficient running of reception services while continuing to undertake core reception and administrative duties.

Key responsibilities include:

• Coordinating reception rotas and arranging cover for sickness, annual leave, and training.
• Supporting the Practice Manager with planning staff workload and reception service delivery.
• Acting as a senior point of contact for reception staff during daily operations.
• Supporting the appraisal process for reception staff, including preparation, feedback, and identifying development needs.
• Contributing to future planning of reception services, including identifying improvements in processes and patient access.
• Providing guidance and day‑to‑day support to reception colleagues.
• Supporting the induction and onboarding of new reception staff.
• Handling patient enquiries at reception and over the telephone in a professional and courteous manner.
• Booking appointments and managing patient access requests.
• Processing patient registrations, clinical correspondence, and administrative tasks.
• Supporting workflow management and practice administrative processes.
• Undertaking delegated operational tasks from the Practice Manager.
• Escalating operational concerns, risks, or incidents appropriately.

About us

Hazeldene Medical Centre is a busy and well‑established GP practice providing care to our local community. We have a friendly, supportive team environment and are committed to providing high quality patient care while supporting the wellbeing and development of our staff. The practice is actively involved in training, quality improvement initiatives, and collaborative working within our Primary Care Network, providing a dynamic and forward‑thinking working environment. We value teamwork, communication, and continuous improvement and are proud to support staff who wish to develop and progress within primary care roles.

Job responsibilities

The Senior Receptionist will play a key role in supporting the day‑to‑day running of reception services at Hazeldene Medical Centre. Working as part of the reception team, the post holder will undertake reception and administrative duties while also providing additional coordination and leadership support to colleagues. The role includes supporting the Practice Manager with reception rotas, staff workload planning, team appraisals, and future service planning, while ensuring the reception team continues to deliver a high standard of patient care and administrative support. The Senior Receptionist will act as a senior point of contact for the reception team, helping to maintain a supportive, organised, and efficient working environment.

Main Duties and Responsibilities – Reception and Patient Services

• Provide a professional and welcoming front of house service to patients and visitors.
• Respond to patient enquiries in person, via telephone, and through online systems.
• Book, amend, and manage patient appointments in line with practice protocols.
• Support patient access to services including signposting where appropriate.
• Maintain patient confidentiality at all times.

Administrative Duties

• Process patient registrations and update patient demographic information.
• Manage incoming and outgoing correspondence.
• Support workflow management and administrative systems within the practice.
• Ensure accurate data entry and maintain patient records.
• Assist with general administrative duties to support the clinical team.

Reception Team Coordination

• Coordinate reception rotas and arrange cover for sickness, annual leave, and training.
• Monitor reception workload and accelerate capacity concerns when necessary.
• Provide day‑to‑day guidance and support to reception staff.
• Support the induction and training of new reception team members.
• Promote a positive and supportive team culture.

Staff Development and Appraisals

• Support the Practice Manager with the coordination and delivery of staff appraisals for reception team members.
• Assist in identifying staff development needs and training opportunities.
• Provide informal feedback and support to team members to help maintain good performance and wellbeing.

Future Planning and Service Improvement

• Work with the Practice Manager to support future planning and development of reception services.
• Contribute to improving patient access and reception workflows.
• Identify opportunities to improve efficiency, communication, and patient experience.
• Support implementation of new processes or service changes within reception.

Delegated Responsibilities

• Undertake delegated tasks from the Practice Manager to support operational delivery.
• Assist with monitoring reception processes and identifying areas for improvement.
• Escalate operational issues, incidents, or risks appropriately.

Working Relationships

The Senior Receptionist will work closely with:

• Practice Manager
• GP Partners and clinical staff
• Reception and administrative team
• Patients and members of the public
• Primary Care Network colleagues where appropriate

Person Specification

• Experience working in GP reception or primary care administration.
• Excellent communication and interpersonal skills.
• Strong organisational and time management skills.
• Ability to manage competing priorities in a busy environment.
• Good IT skills and experience using digital systems.
• Ability to work both independently and as part of a team.
• Experience coordinating rotas or supporting team organisation.
• Experience supporting staff development or appraisal processes.
• Knowledge of EMIS Web or similar GP clinical systems.
• Experience working within NHS primary care.

Disclosure and Barring Service Check

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.