Reception Manager

Posting date:	22 December 2025
Salary:	£14.50 per hour
Additional salary information:	£14.50 an hour
Hours:	Full time
Closing date:	09 January 2026
Location:	Carnforth, LA6 2HQ
Company:	NHS Jobs
Job type:	Permanent
Job reference:	A1552-25-0002

Summary

Job Summary: To supervise, develop and organise the Reception Team To contribute to the planning, duties and functions of the Team and department To embed a professional ethos, providing excellent levels of patient care in an environment of empathy at all times To provide support to the Practice Manager to ensure the management of the Practice Reception function ensuring effectiveness and efficiency at all times Duties and Responsibilities: Patient Services Provide general assistance to the Practice Team and project a positive and friendly image to patients Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice Understand the legislative requirements and Practice Polices for GDPR and Data Protection and act as the primary point of contact for the Reception Team to assist with any particular queries or concerns Responsible for operating all procedures for Reception and Waiting Room including ensuring that noticeboards in both areas are kept updated Understand the range of services on offer, how to use them effectively and guiding patients through their interactions with the Practice Co-ordinate provision of reception services for clinics and health promotion activities Ensure Practice policies are followed and accurate records kept with particular reference to: appointments, messages, visits, online services, patient registration, filing systems, births and deaths Employed Staff Ensure all members of the Reception Team are aware of, and adhere to, Practice policies and procedures to ensure the delivery of high quality patient services. Working alongside the Practice Manager to authorise and monitor overtime, authorising annual leave, undertaking annual appraisals, sickness monitoring and participation in the recruitment and selection process for appointment of new reception staff Supervise the Reception Team to ensure that all daily tasks are completed Ensure all reception staff undertake appropriate induction training, undertake effective probationary reviews with new staff and ensure that all Reception staff are adequately trained to fulfil their role and that their continuing development is achieved Act as a role model to reception staff, supporting motivating and promoting good staff relations. Disseminate information to the Reception Team in relation to patient services and any agreed system changes Implement and co-ordinate staff rotas taking into consideration sickness cover, holiday etc and liaise with reception staff to ensure appropriate cover is maintained ensuring cover and contingency plans are in place for all leave including unforeseen absence Assess training needs for own training and that of reception staff Ensure Reception staff are up to date with all mandatory and statutory training including the timely completion of all refresher training modules Monitor staff time-keeping, unauthorised absences etc and be the first line of management to deal with disciplinary matters, speak to reception staff when appropriate and notify them of any action including accurately documenting all incidents and outcomes Monitor development of reception staff to ensure a first class service to the Practice and patients Support and mentor the Reception Team both as individuals and as team members Co-ordinate and facilitate Reception Team meetings Administration Responsible for the delegation of tasks when there is a need to alter or cancel surgeries and making alternative arrangements in an emergency or in the event of changes to any surgeries Acting as the primary point of contact in reception for clinicians Lead and participate in Management Team meetings as appropriate Provide data, as requested, for practice development plans and contribute thoughts and ideas to the smooth operation of the department Contribute information on current activities towards reviews of clinical services Liaise with other members of the Primary Health Care Team, outside agencies and carers as required Maintain stock control for practice stationery and order supplies Support the Practice Manager with CQC compliance as appropriate Information Technology Have full understanding of appointment system and booking rules for clinicians Have full responsibility of clinic management ensuring sessions are utilised efficiently at all times Responsibility for the practice telephone system including set up, message setting day time and out of hours Have a working knowledge of all software and hardware Train staff in the use of all relevant systems Building Have an understanding of Health & Safety with delegated responsibility to ensure all fire maintenance checks are undertaken in line with Practice policies by the Reception Fire Wardens Contribute to ensuring premises security Contact local builders, plumbers, electricians on behalf of the Practice Manager to keep the building running smoothly Information Ensure communication systems are running smoothly, doctors and reception staff are kept fully informed of changes in procedures Act as a central source of information and delegate to staff/team as appropriate Other Tasks Ensure the team has a flexible approach to achieve changing priorities, with rapid response and delivery of appropriate changes/requests. Continuously reviewing and improving the quality of own and teams output and processes, contributing to the embedding of a quality culture across the whole organisation and reporting findings to the Practice Manager. Confidentiality: In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential Health & Safety: The post-holder will assist in promoting and maintaining their own and others health and safety and infection control as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to): Using personal security systems within the workplace according to Practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards and initiation of remedial/corrective action where needed Actively reporting of health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role Reporting potential risks identified Routine management of own teams areas and maintenance of work space standards Equality and Diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal/Professional Development: The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Attendance at all Mandatory and Statutory training requirements as indicated by the Practice Manager Quality: The post-holder will strive to maintain quality within the Practice, and will: Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision whilst embracing the practices ethos of recording of any errors or near misses and learning by mistakes without blame Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources Communication: The post-holder should recognise the importance of effective communication within the team and will strive to: Communicate effectively with other team members, patients and carers Recognize peoples needs for alternative methods of communication and respond accordingly The post-holder will: Apply all Practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate This Job Description is neither exhaustive nor exclusive and will be reviewed annually in conjunction with the post-holder at the annual appraisal. The post-holder is also required to carry out any duties that may reasonably be requested by the Practice Manager or Partners.