Reception Manager

Main duties of the job

• Lead and supervise the reception/care navigation team, managing rotas, leave, sickness and performance, and promoting staff wellbeing and an inclusive culture.
• Oversee day-to-day running of reception, telephones and online access, ensuring all patient contacts are handled courteously, efficiently and in line with practice protocols.
• Ensure staff gather key information to support safe triage, signposting patients appropriately to clinicians, community pharmacy, NHS 111, urgent treatment centres or 999, and escalating red-flag concerns to the duty clinician.
• Work with the Practice Manager and clinical leads to align appointment capacity with demand, monitor call and appointment data, and support initiatives to reduce avoidable contacts.
• Maintain and update reception policies to meet NHS England guidance and CQC standards.
• Coordinate induction, mandatory training and ongoing development for reception staff.
• Act as a key point of contact for patient feedback and complaints, ensuring clear information on access and emergencies via phone messages, website and posters.
• Oversee accurate use of clinical systems, data protection and confidentiality, and contribute to quality improvement and service redesign across the practice.

About us

[Employer hidden — sign up to reveal] is a well-established, patient-focused practice committed to providing high-quality primary care. We pride ourselves on a collaborative environment and a strong team ethos, offering excellent support and resources to help you thrive. Our mission is to deliver an equitable, patient-driven, high-quality, and caring primary health care service without prejudice. We are a friendly, community-integrated practice, performing highly in QoF, IIF, and Enhanced Services. We are a dynamic and forward-thinking practice rated 'Good' by the CQC, proud of the service we offer to patients. We prioritise the well-being and development of our staff. Our multi-skilled team works well together, encouraging growth in all areas. Our patient list size is around 8,400 and steadily growing and we have strong local integration with Widnes GP Federation/ Widnes PCN (Part of local HSJ winning team 2025). Would you like to be part of a close-knit team that supports and encourages each other? Our clinical team includes four GP Partners, 2 salaried GPs, Clinical Pharmacist & strong nursing team. Management and administration team includes Practice manager, Assistant practice manager, 3 administration staff, 1 medical secretary and 6 care navigators.

Job responsibilities

• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
• To provide guidance and leadership for the reception team and act as a liaison point between receptionists and the practice manager.

Leadership

• Line management of the reception team.
• Ensuring the professional and efficient operating of reception.
• Provide day to day guidance, support and motivation to members of the reception team.
• Assist colleagues in the management of demanding patients.
• Train and induct new members of the reception team to ensure that they are competent on all workstations.
• Liaise with the Practice manager/office manager as required to manage the reception team.
• Represent the reception team in meetings and other discussion and ensure that agreed actions are implemented within the team.
• Carry out annual appraisals and probationary reviews.
• Continually strive to improve the customer service of the reception team and, as a consequence, the way that practice receptionists are viewed by our patients.
• Undertake regular meetings with members of the reception team.
• Delegate tasks as required to reception colleagues.

Reception

• Be able to cover all reception positions and work as an active member of the team to appreciate issues.
• Receiving patients consulting with members of practice team.
• Process appointment requests for today and future appointments from patients by telephone and in person.
• Maintain the highest standards of customer service at all times.
• Deal with visits requests.

Administration

• To have a thorough knowledge of all Practice procedures.
• To work in accordance of written protocols.
• To prepare cover rotas for reception and ensure that absence is covered.
• Be responsible for training of new staff.
• To manage annual leave and other absence records and conduct back to work interviews to ensure reception staff wellbeing.
• Support staff through conflict, effective time management, workload prioritisation and individual staff development and training needs.
• Be competent in Computer skills and preferably (EMIS web) clinical system.
• Booking patient appointments, checking in meeting & greeting patients using computerised system.
• Oversee registrations of patients computer data entry into medical records.
• Liaising with outside agencies, pharmacies, care homes etc.
• Oversee the process patients change of address computer data and medical records.
• Order all medical consumable requirements, blood forms, blood bottles, urine bottles etc and ensure GP rooms are well stocked.
• Oversee other processes required of reception.

Other Tasks

• Ensure building security have thorough knowledge of doors/windows/alarm.
• Have working knowledge of telephone system, during and after hours.
• Participate in and encourage involvement of other members of the reception team in PLT (training) afternoons.
• Any other tasks allocated by partners.

Person Specification

Qualifications

Essential: GCSE English (C or above) and at least three others.

Desirable: Educated to A-level/equivalent or higher, AMSPAR qualification, NVQ Level 2 in Health and Social Care, Leadership and/or management qualification.

Experience

Essential: Experience of working with the general public, administrative duties, leading/managing a team, extensive customer service experience, driving a positive culture, flexible positive attitude, excellent telephone manner, proactive work ethic.

Desirable: Experience in a healthcare setting, primary care, multi-disciplinary teams, using EMIS computer system, NHS experience.

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.

Employer details

Employer name: [Employer hidden — sign up to reveal]

Address: 20 Ditchfield Road, Widnes, Cheshire WA8 8QS

Employer's website: http://www.thebeechesmedicalcentrewidnes.nhs.uk/

Employer contact details

For questions about the job, contact: Practice Manager Claire Charlton

Email: [contact hidden]

Additional details

Date posted: 28 April 2026

Reference number: A0689-26-0000