Reception Manager

About the role

We are seeking a proactive, experienced, and service-focused Reception Manager to lead the day-to-day operations of our services and ensure the smooth running of our clinical environment.

Reporting to the Head of Patient Services, you will manage the reception teams across three Central London locations and oversee non-clinical facilities, ensuring high standards in service delivery, safety, compliance, and patient experience. You will play a key role in operational leadership and service excellence while working closely with clinical, administrative, and senior management teams.

This is a highly visible and hands-on role requiring a blend of people management, operational oversight, and facilities knowledge, ideally within a healthcare setting.

Responsibilities

Operational Management

• Support the Head of Patient Services in delivering efficient, patient-focused services across all sites.

• Lead and manage the reception team, ensuring high standards, consistent patient experience, and effective daily operations.

• Act as the daily point of contact for operational issues, staffing adjustments, and service escalations.

• Oversee scheduling, rota approval, service awareness, and site coverage.

• Support recruitment, onboarding, training, performance reviews, and team engagement initiatives.

• Collaborate with internal departments and external partners to ensure smooth service delivery.

• Participate in the Duty Manager rota, handling remote operational decisions and weekend communications.

• Manage non-clinical budgets, payroll approval, and finance processes alongside the Finance Assistant.

Leadership

• Provide coaching and mentorship to reception staff, including Bank staff and Senior Receptionist.

• Promote a culture of continuous learning, accountability, and cross-functional collaboration.

• Lead on personal development planning aligned to team and organisational goals.

• Collaborate with senior leadership in operational and governance meetings.

Compliance & Governance

• Ensure non-clinical operations meet CQC, GDPR, and Health & Safety requirements.

• Maintain policies and SOPs in collaboration with the Quality and Compliance Manager.

• Work with Head of Patient Services to lead incident, complaint, and data breach reporting and support root cause analysis and service improvements.

• Conduct internal audits and contribute to maintaining CQC standards and ratings.

• Serve as the Health & Safety Lead and Fire Marshal, ensuring compliance across all non-clinical areas.

• Conduct and review risk assessments (including fire, DSE, and COSHH), and maintain staff induction and refresher training

About You

We’re looking for a committed and capable leader with strong customer service management experience, ideally in a healthcare or clinical setting.

You’ll bring:

• 1–2 years’ experience managing reception, or front-of-house services, ideally within healthcare, hospitality, or a similar regulated environment.

• Proven ability to lead, coach, and develop teams in a high-standard, fast-paced environment.

•Excellent customer service and communication skills, with the ability to handle sensitive situations professionally and empathetically.

• Organisational and time management skills, with the ability to prioritise and manage competing demands.

• High level of IT competency and administrative accuracy.

• A proactive mindset with a focus on process improvement, collaboration, and problem-solving.

• A strong interest in private healthcare and commitment to delivering an outstanding patient experience.

Benefits & rewards

At Oryon we reward and recognise commitment to work with company benefits which include:

• Salary of £34,000 – 38,000 (depending on experience)

• 27 days of holiday (+ bank holidays)

• Contributory pension and Life Insurance scheme

• Private Health Care scheme and Diagnostic Scans to your Friends & Family by Oryon Imaging

• Other training, learning and development opportunities

• Enhanced maternity and adoption leave

• Cycle to Work Scheme

• Season Ticket Loan

• Benefits platform: Salary Extras provides you with discounts for gyms and online shopping, as well as a rewards platform to recognise good work

• Wellbeing: Employees Assistance Program to support with mental, physical and financial health

• Fruits and refreshments at the office

• Team Events: our Social Butterflies look after the company culture by organising various events throughout the year; from breakfasts at the office, afterwork activity or drinks to all day summer teambuilding, themed parties or even weekends away abroad!