Job summary The Reception Manager will lead and manage the reception team to ensure the delivery of high-quality patient services. The job offers the following benefits: Competitive salary of £32,000 per annum (pro rata). NHS Pension Scheme enrolment. Generous annual leave entitlement. Opportunities for professional development and training. Main duties of the job This role involves overseeing daily reception operations, managing appointment systems, and providing support during staff absences by covering reception duties and working one shift per week alongside the team. The Reception Manager will also function as the Appointment Manager, ensuring efficient scheduling and patient flow. About us We are a friendly, successful, training and research practice of over 11,500 patients with an informal and supportive culture, which aims to ensure a good work life balance is maintained for all staff. Fallodon Way Medical Centre is located in Henleaze, which is a leafy inner suburb of Bristol, with good schools and amenities. We have a relatively high elderly population but also a good mix with families. We encourage and support ongoing professional development. The practice combines the best of traditional and innovative working, currently with 4 partners and 5 associate GPs. The practice is both proactive and reactive about managing the ever-changing workload in General Practice, offering a supportive environment and good work-life balance. The practice is supported by ANPs, a Pharmacy team including two Practice Pharmacists, an Award-winning Care Coordination team, a Social Prescriber, First Contact Physio and Mental Health practitioner. There is a team of workflow administrators assisting the clinical team in managing inbound correspondence and results. Date posted 17 February 2025 Pay scheme Other Salary £32,000 a year Contract Permanent Working pattern Full-time, Flexible working Reference number A0775-25-0002 Job locations 13 Fallodon Way Bristol BS9 4HT Job description Job responsibilities Key Responsibilities: Team Leadership and Management: Supervise and support the reception team, ensuring adherence to practice policies and procedures. Conduct regular team meetings, performance appraisals, and identify training needs. Manage staff rotas, ensuring adequate coverage during operating hours. Address and resolve any patient or staff issues promptly and professionally. Reception Duties: Cover reception duties during staff absences and work one shift per week alongside the reception team to maintain firsthand understanding of daily operations. Greet patients and visitors, manage incoming calls, and handle general inquiries efficiently. Ensure the reception area is welcoming, clean, and organised. Appointment Management: Oversee the appointment booking system to optimise patient access and clinician schedules. Monitor and manage appointment availability, ensuring timely access for patients. Implement strategies to reduce missed appointments and improve patient attendance. Administrative Responsibilities: Maintain accurate patient records and ensure confidentiality in line with practice policies. Collaborate with the Practice Manager to develop and implement operational improvements. Assist in the recruitment, induction, and training of new reception staff. Manage patient registration processes and ensure data accuracy. Patient Experience: Promote a patient-centred approach, ensuring high levels of patient satisfaction. Handle patient complaints and feedback constructively, implementing changes where necessary. Ensure effective communication with patients regarding appointments, services, and practice updates. Fallodon Way Medical Centre is committed to promoting equality, diversity, and inclusion within our workforce. We welcome applications from all sections of the community. Job description Job responsibilities Key Responsibilities: Team Leadership and Management: Supervise and support the reception team, ensuring adherence to practice policies and procedures. Conduct regular team meetings, performance appraisals, and identify training needs. Manage staff rotas, ensuring adequate coverage during operating hours. Address and resolve any patient or staff issues promptly and professionally. Reception Duties: Cover reception duties during staff absences and work one shift per week alongside the reception team to maintain firsthand understanding of daily operations. Greet patients and visitors, manage incoming calls, and handle general inquiries efficiently. Ensure the reception area is welcoming, clean, and organised. Appointment Management: Oversee the appointment booking system to optimise patient access and clinician schedules. Monitor and manage appointment availability, ensuring timely access for patients. Implement strategies to reduce missed appointments and improve patient attendance. Administrative Responsibilities: Maintain accurate patient records and ensure confidentiality in line with practice policies. Collaborate with the Practice Manager to develop and implement operational improvements. Assist in the recruitment, induction, and training of new reception staff. Manage patient registration processes and ensure data accuracy. Patient Experience: Promote a patient-centred approach, ensuring high levels of patient satisfaction. Handle patient complaints and feedback constructively, implementing changes where necessary. Ensure effective communication with patients regarding appointments, services, and practice updates. Fallodon Way Medical Centre is committed to promoting equality, diversity, and inclusion within our workforce. We welcome applications from all sections of the community. Person Specification Skills and Attributes Essential Excellent communication and interpersonal skills. Strong organizational and time-management abilities. Proficiency in IT systems, including EMIS Web and Microsoft Office Suite. Ability to handle sensitive information with discretion and maintain confidentiality. Problem-solving skills and the ability to remain calm under pressure. Experience Essential Previous experience in a supervisory or managerial role within a healthcare setting, preferably within the NHS. Experience in managing appointment systems and patient-facing services. Proven ability to lead and motivate a team effectively. Qualifications Essential GCSEs in English and Maths at grade C or above (or equivalent). Desirable Relevant management or customer service qualifications Person Specification Skills and Attributes Essential Excellent communication and interpersonal skills. Strong organizational and time-management abilities. Proficiency in IT systems, including EMIS Web and Microsoft Office Suite. Ability to handle sensitive information with discretion and maintain confidentiality. Problem-solving skills and the ability to remain calm under pressure. Experience Essential Previous experience in a supervisory or managerial role within a healthcare setting, preferably within the NHS. Experience in managing appointment systems and patient-facing services. Proven ability to lead and motivate a team effectively. Qualifications Essential GCSEs in English and Maths at grade C or above (or equivalent). Desirable Relevant management or customer service qualifications 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 Fallodon Way Medical Centre Address 13 Fallodon Way Bristol BS9 4HT Employer's website https://www.fwmc.org.uk (Opens in a new tab)