Job summary An exciting opportunity has arisen to join Aspiro Healthcare Northampton, at our Studfall Practice as a Reception Manager. The Reception Manager will oversee the day-to-day operations of the reception team, ensuring excellent patient service and smooth running of the practice. This role requires a dedicated, organised and highly motivated individual who can manage staff effectively, provide a welcoming environment for patients, and comply with CQC (Care Quality Commission) requirements Main duties of the job Manage and lead the reception team and maintain suitable processes for the running of the practice. - Manage the day to day running of the reception team, including overseeing; rotas, holidays, availability, allocations, changes - Ensure adequate cover is available at all times (including during periods of unexpected absence) - Handle patient queries, complaints, and feedback professionally. - Be part of recruitment of new reception staff; including selection and interviewing - Lead and participate in practice/team meetings as appropriate - Liaise with clinical and administrative staff to improve patient experience. - Implement and maintain reception protocols, policies, and procedures. - Support the practice in meeting NHS and CQC standards. - Assist with recruitment and induction of new reception staff. - Ensure training, coaching, management of staff takes place to ensure the team are operating efficiently and effectively. - Ensure reception staff are carrying out their daily work to the required standard - Ensure practice policies are followed and accurate records are kept, with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths. - Liaise with management team concerning staffing and organisation of work. - Liaise with other members of the primary health care team, outside agencies and practice volunteers as required About us Studfall Medical Centre is a very friendly practice to work in and is based in the heart of Corby. We have 8781 registered patients who are looked after by a team of 4 Partners, 4 GP's, 1 Advanced Nurse Practitioner, 2 Nurses, 3 HCA's, a Management team and a Reception/Admin team. We are also a Training practice and currently train Registrars We have a branch site at Weldon which at the moment is only open minimal hours and this is a dispensing site. Date posted 31 March 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Full-time Reference number A0731-25-0002 Job locations 1 Studfall Court Corby Northamptonshire NN17 1QP Doctors Surgery High Street Weldon Corby Northamptonshire NN17 3JJ Job description Job responsibilities Manage and lead the reception team and maintain suitable processes for the running of the practice. - Manage the day to day running of the reception team, including overseeing; rotas, holidays, availability, allocations, changes - Ensure adequate cover is available at all times (including during periods of unexpected absence) - Handle patient queries, complaints, and feedback professionally. - Be part of recruitment of new reception staff; including selection and interviewing - Lead and participate in practice/team meetings as appropriate - Liaise with clinical and administrative staff to improve patient experience. - Implement and maintain reception protocols, policies, and procedures. - Support the practice in meeting NHS and CQC standards. - Assist with recruitment and induction of new reception staff. - Ensure training, coaching, management of staff takes place to ensure the team are operating efficiently and effectively. - Ensure reception staff are carrying out their daily work to the required standard - Ensure practice policies are followed and accurate records are kept, with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths. - Liaise with management team concerning staffing and organisation of work. - Liaise with other members of the primary health care team, outside agencies and practice volunteers as required. Patient Services - Act as first point of contact for more complex enquiries from patients and complaints in accordance with the Practice complaints procedure - Support the Practice Manager to manage the practice complaints process, ensuring that issues are addressed in line with the practices policies. - Responsible for operating all procedures in Reception and the Waiting Rooms - Ensure appointment system is being utilised correctly for all services - Work closely with clinicians and other healthcare professionals to ensure seamless patient care delivery. - Ensure systems are in place for recording of data - Ensure an effective and efficient reception service is provided to both patients and visitors Administrative/IT Responsibilities - Have full understanding of clinical systems (including SystemOne, Accurux), and any other systems necessary. - Have a working knowledge of all software - Ensure you are first port of call for any IT issues, system errors, and escalate issues appropriately. - Have a clear understanding of telephone and computer systems, in order to train staff accordingly on the use of the system. - Set up smart cards and day to day management of smart cards - Assist with remodelling and room moves as required - Understand security systems alarms & lights - Continually assess and evaluate systems, recommending changes and improvements to the management team as appropriate - Ensure communication systems are running smoothly, ensure GP's and reception staff are kept fully informed of changes in procedures - Assist with production and upkeep of practice protocols - Act as a central source of information Reception Duties - Carry out reception duties along with reception staff (as per receptionist job description) - To cover absenteeism as required Team Communication - Foster effective communication within the reception team and with the wider clinical and administrative staff. - Hold regular team meetings to ensure that all reception staff are kept informed of any changes to practice procedures or policies. - Ensure a smooth handover of responsibilities during shift changes and effectively manage rota scheduling. Compliance and CQC Standards - Ensure the practices reception area complies with CQC standards for cleanliness, safety, and confidentiality. - Maintain a knowledge of relevant legislation and regulations in healthcare, ensuring all processes comply with the latest CQC guidelines. - Support the Practice Manager in preparing for CQC inspections and audits, ensuring all necessary documentation and evidence are in place. - Actively promote a culture of continuous improvement, addressing any identified gaps in service delivery in accordance with CQC standards. Health & Safety The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include: - 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. - Reporting potential risks identified. 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 recognises 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-judgemental and respects their circumstances, feelings priorities and rights. - Monitor and evaluate adherence to local chaperoning policies. - Act as a role model in the observance of equality and diversity good practice. - Accept the rights of individuals to choose their care providers participate in care and refuse care. - Assist patients from marginalised groups to access quality care. 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. - Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Job description Job responsibilities Manage and lead the reception team and maintain suitable processes for the running of the practice. - Manage the day to day running of the reception team, including overseeing; rotas, holidays, availability, allocations, changes - Ensure adequate cover is available at all times (including during periods of unexpected absence) - Handle patient queries, complaints, and feedback professionally. - Be part of recruitment of new reception staff; including selection and interviewing - Lead and participate in practice/team meetings as appropriate - Liaise with clinical and administrative staff to improve patient experience. - Implement and maintain reception protocols, policies, and procedures. - Support the practice in meeting NHS and CQC standards. - Assist with recruitment and induction of new reception staff. - Ensure training, coaching, management of staff takes place to ensure the team are operating efficiently and effectively. - Ensure reception staff are carrying out their daily work to the required standard - Ensure practice policies are followed and accurate records are kept, with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths. - Liaise with management team concerning staffing and organisation of work. - Liaise with other members of the primary health care team, outside agencies and practice volunteers as required. Patient Services - Act as first point of contact for more complex enquiries from patients and complaints in accordance with the Practice complaints procedure - Support the Practice Manager to manage the practice complaints process, ensuring that issues are addressed in line with the practices policies. - Responsible for operating all procedures in Reception and the Waiting Rooms - Ensure appointment system is being utilised correctly for all services - Work closely with clinicians and other healthcare professionals to ensure seamless patient care delivery. - Ensure systems are in place for recording of data - Ensure an effective and efficient reception service is provided to both patients and visitors Administrative/IT Responsibilities - Have full understanding of clinical systems (including SystemOne, Accurux), and any other systems necessary. - Have a working knowledge of all software - Ensure you are first port of call for any IT issues, system errors, and escalate issues appropriately. - Have a clear understanding of telephone and computer systems, in order to train staff accordingly on the use of the system. - Set up smart cards and day to day management of smart cards - Assist with remodelling and room moves as required - Understand security systems alarms & lights - Continually assess and evaluate systems, recommending changes and improvements to the management team as appropriate - Ensure communication systems are running smoothly, ensure GP's and reception staff are kept fully informed of changes in procedures - Assist with production and upkeep of practice protocols - Act as a central source of information Reception Duties - Carry out reception duties along with reception staff (as per receptionist job description) - To cover absenteeism as required Team Communication - Foster effective communication within the reception team and with the wider clinical and administrative staff. - Hold regular team meetings to ensure that all reception staff are kept informed of any changes to practice procedures or policies. - Ensure a smooth handover of responsibilities during shift changes and effectively manage rota scheduling. Compliance and CQC Standards - Ensure the practices reception area complies with CQC standards for cleanliness, safety, and confidentiality. - Maintain a knowledge of relevant legislation and regulations in healthcare, ensuring all processes comply with the latest CQC guidelines. - Support the Practice Manager in preparing for CQC inspections and audits, ensuring all necessary documentation and evidence are in place. - Actively promote a culture of continuous improvement, addressing any identified gaps in service delivery in accordance with CQC standards. Health & Safety The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include: - 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. - Reporting potential risks identified. 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 recognises 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-judgemental and respects their circumstances, feelings priorities and rights. - Monitor and evaluate adherence to local chaperoning policies. - Act as a role model in the observance of equality and diversity good practice. - Accept the rights of individuals to choose their care providers participate in care and refuse care. - Assist patients from marginalised groups to access quality care. 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. - Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Person Specification Qualifications Essential Education: Minimum of GCSE level education or equivalent including English and Maths. Experience: At least 2 years of experience in a healthcare or customer-facing role, with at least 1 year in a supervisory or managerial capacity. IT Skills: Proficient in the use of practice management software (e.g. SystemOne or similar), Microsoft Office Suite (Word, Excel, Outlook), and basic knowledge of patient management systems. Essential Skills and Abilities: Communication: Excellent verbal and written communication skills, with the ability to interact confidently with patients, medical professionals, and external partners. Organisational Skills: Strong organizational abilities, including the ability to manage time effectively, prioritize tasks, and meet deadlines in a busy environment. Leadership: Ability to manage, motivate, and develop a team,ensuring high levels of staff performance and patient care. Problem-Solving: Skilled in resolving issues efficiently and effectively, with a focus on customer service and patient satisfaction. Customer Service: Excellent customer service skills, with the ability to manage patient concerns and complaints in a professional and compassionate manner. Confidentiality: Knowledge of patient confidentiality and data protection regulations, with a commitment to maintaining patient privacy. Attention to Detail: Strong attention to detail, ensuring that administrative tasks such as appointment booking, patient records, and financial processes are accurate and upto-date. Adaptability: Ability to adapt to changes in procedures, regulations, and technology, ensuring smooth running of the reception area. Desirable Desirable (non-essential) Qualifications and Experience: Health or Medical Administration Qualification: A relevant qualification in health or medical administration (e.g., NVQ in Business Administration, Level 3 Diploma in Health and Social Care, etc.). Previous Experience in GP Surgery/Healthcare Setting: Experience working in a GP surgery, clinic, or similar healthcare environment. First Aid: First Aid qualification or willingness to undergo training. Personal Attributes: Empathy: Ability to demonstrate empathy and understanding towards patients, ensuring they feel heard and respected. Professionalism: Maintain a professional appearance and demeanour at all times, promoting a positive and welcoming atmosphere for patients and staff. Reliability: Punctual and dependable, with a strong work ethic and a commitment to supporting the team. Confident Decision-Maker: Able to make decisions under pressure, with a calm and thoughtful approach to challenges. Team Player: A collaborative individual who works well within a multidisciplinary team and fosters a positive working environment. Proactive: Motivated to improve processes and address issues in a timely manner, ensuring the smooth running of operations in compliance with regulations and standards Person Specification Qualifications Essential Education: Minimum of GCSE level education or equivalent including English and Maths. Experience: At least 2 years of experience in a healthcare or customer-facing role, with at least 1 year in a supervisory or managerial capacity. IT Skills: Proficient in the use of practice management software (e.g. SystemOne or similar), Microsoft Office Suite (Word, Excel, Outlook), and basic knowledge of patient management systems. Essential Skills and Abilities: Communication: Excellent verbal and written communication skills, with the ability to interact confidently with patients, medical professionals, and external partners. Organisational Skills: Strong organizational abilities, including the ability to manage time effectively, prioritize tasks, and meet deadlines in a busy environment. Leadership: Ability to manage, motivate, and develop a team,ensuring high levels of staff performance and patient care. Problem-Solving: Skilled in resolving issues efficiently and effectively, with a focus on customer service and patient satisfaction. Customer Service: Excellent customer service skills, with the ability to manage patient concerns and complaints in a professional and compassionate manner. Confidentiality: Knowledge of patient confidentiality and data protection regulations, with a commitment to maintaining patient privacy. Attention to Detail: Strong attention to detail, ensuring that administrative tasks such as appointment booking, patient records, and financial processes are accurate and upto-date. Adaptability: Ability to adapt to changes in procedures, regulations, and technology, ensuring smooth running of the reception area. Desirable Desirable (non-essential) Qualifications and Experience: Health or Medical Administration Qualification: A relevant qualification in health or medical administration (e.g., NVQ in Business Administration, Level 3 Diploma in Health and Social Care, etc.). Previous Experience in GP Surgery/Healthcare Setting: Experience working in a GP surgery, clinic, or similar healthcare environment. First Aid: First Aid qualification or willingness to undergo training. Personal Attributes: Empathy: Ability to demonstrate empathy and understanding towards patients, ensuring they feel heard and respected. Professionalism: Maintain a professional appearance and demeanour at all times, promoting a positive and welcoming atmosphere for patients and staff. Reliability: Punctual and dependable, with a strong work ethic and a commitment to supporting the team. Confident Decision-Maker: Able to make decisions under pressure, with a calm and thoughtful approach to challenges. Team Player: A collaborative individual who works well within a multidisciplinary team and fosters a positive working environment. Proactive: Motivated to improve processes and address issues in a timely manner, ensuring the smooth running of operations in compliance with regulations and standards 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 The Studfall Partnership Address 1 Studfall Court Corby Northamptonshire NN17 1QP Employer's website https://www.thestudfallpartnership.co.uk/ (Opens in a new tab)