Reception Manager in Diggle

We are looking to recruit an enthusiastic, experienced and highly organised Reception Manager to lead our friendly reception and administration team at Saddleworth Medical Practice. This is an exciting opportunity for someone with significant experience working within General Practice who enjoys leading teams, improving patient access and delivering high-quality patient services.

Working closely with the Practice Manager and Partners, you will be responsible for the day-to-day operational management of reception and administration, ensuring an efficient, responsive and patient-focused service. You will provide visible leadership to the reception team, supporting staff development, managing operational issues and helping to drive continuous improvement across the practice. This is a hands-on operational management role and requires someone who is confident working alongside the reception team while supporting wider practice objectives including QOF, Enhanced Services, CQC compliance and service development.

Main duties of the job

• Lead, supervise and support the reception and administration team.
• Oversee the day-to-day operation of reception, ensuring an efficient and patient-focused service.
• Manage reception rotas, staffing levels and appointment templates.
• Support recruitment, induction, training, appraisals and performance management of reception staff.
• Provide day-to-day operational support, coaching and guidance to the reception team.
• Ensure reception policies and procedures are maintained and consistently followed.
• Support the Practice Manager with complaints management, service improvement and operational projects.
• Assist in maximising QOF and Enhanced Service achievement.
• Maintain compliance with confidentiality, safeguarding, information governance, health and safety and CQC requirements.
• Work collaboratively with the wider multidisciplinary team to continuously improve patient services.

About us

Saddleworth Medical Practice is a friendly, forward-thinking training practice providing care to approximately 14,000 patients across our Uppermill and Delph sites. We are proud to be rated Good by the Care Quality Commission and consistently achieve excellent clinical outcomes. As an active member of Oldham East Primary Care Network, we are committed to delivering high-quality, patient-centred care while continually improving our services.

Job responsibilities

Primary Responsibilities

• Lead the reception and administration team, ensuring high standards of patient service.
• Provide day-to-day operational management of reception services.
• Manage reception rotas, annual leave and staffing cover.
• Support recruitment, induction, training, supervision and appraisal of reception staff.
• Monitor staff performance and support continuous professional development.
• Ensure reception processes are efficient, safe and compliant with practice policies.
• Support patient access and appointment management.
• Manage patient concerns and support the complaints process.
• Maintain reception policies and procedures.
• Support delivery of QOF, Enhanced Services and wider contractual requirements.
• Ensure compliance with confidentiality, safeguarding, information governance, health and safety and infection prevention requirements.
• Act as a key operational contact for external organisations where appropriate.
• Support the Practice Manager with operational planning and service development.
• Undertake any other duties appropriate to the role.

Wider Responsibilities

• Participate in practice meetings.
• Assist with audits where required.
• Promote continuous improvement within the reception team.
• Support implementation of new systems and processes.
• Deputise for the Practice Manager where appropriate in relation to reception operational matters.

Person Specification

Qualifications

• GCSE English and Maths (Grade C/4 or above) or Functional Skills Level 2.
• Good standard of general education.
• AMSPAR qualification or equivalent.

Knowledge and skills

• Excellent communication and interpersonal skills.
• Excellent organisational and time management skills.
• Strong leadership and people management skills.
• Ability to motivate, coach and develop staff.
• Ability to manage competing priorities in a busy environment.
• Good IT skills including Microsoft Office.
• High level of confidentiality and professionalism.
• Good understanding of safeguarding, confidentiality and information governance.
• Ability to work independently and as part of a multidisciplinary team.
• Knowledge of QOF and Enhanced Services.
• Knowledge of CQC regulations.
• Understanding of quality improvement methodologies.

Experience

• Significant experience working within a General Practice.
• Experience leading or supervising a reception or administration team.
• Experience of staff recruitment, induction, appraisal and performance management.
• Experience managing patient access and appointment systems.
• Experience handling patient complaints.
• Experience using EMIS Web.
• Experience using Docman and Accurx.
• Experience supporting CQC inspections.
• Experience supporting QOF and Enhanced Services.
• Experience with Surgery Connect or similar telephony systems.
• Experience leading service improvement projects.

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.

£31,000 to £37,000 a year depending on experience.