Job summary We are looking for a Reception Manager, to work 37.5 hours per week to join our supportive and friendly team. Who has previous managerial experience within a General Practice or another NHS setting. The Reception Manager will play a pivotal role in ensuring the smooth running of the reception, leading our dedicated and hardworking team of Care Navigators and for providing a positive experience for patients and visitors to the Spa Medical Centre Main duties of the job Responsible for the day-to-day management of the reception and ensuring their associated roles and tasks are carried out in accordance with agreed procedures, protocols and timescales, reporting to the Operations Manager as necessary. Responsible for delegating, overseeing and managing the workload of the Care Navigator team as well as providing support and training to the staff. Responsible for the management of the staff rota for the reception always ensuring there is a minimum of 4 weeks of rotas on the system. To ensure that arrangements are made to cover staff absences, using resources effectively. Responsible for ensuring the smooth running of all designated Reception areas. To offer general support to the practice team and project a positive, friendly and professional image to patients and other visitors, either in person or via the telephone. To carry out receptionist duties when required/necessary to do so. To pro-actively work to diffuse complaints at an early stage at Reception. To facilitate effective communication between patients, members of the Primary Care team, Secondary Care and other associated healthcare agencies. To work with the Operations Manager to ensure that the Practice fulfils its CQC requirements and staff receive all necessary training. To undertake a variety of administrative duties To manage the appointments screens on a daily basis. About us At the Spa Medical Centre, we aim to provide the highest quality of care to the people of Melksham, we are compassionate, friendly and professional. We work collaboratively with our patients to achieve the best health outcomes. The practice extends its ethos of caring to its staff and aspires to provide a nurturing and rewarding environment in which to work. At Spa Medical Centre we have CQC good rating with outstanding features Very high QOF achievement. Weekly staff running club Bean-to-cup coffee and a new staff wellbeing room Fantastic Christmas and Summer socials and wellbeing events through the year. Purpose built modern facilities with on-site staff parking Location in a rapidly growing area of North Wiltshire, with many affordable homes and excellent transport links by rail and the M4. Our staff enjoy short rural commutes from Chippenham, Bath and the surrounding villages. Date posted 28 February 2025 Pay scheme Other Salary Depending on experience Starting salary is £14.10 with an uplift depending on experience Contract Permanent Working pattern Full-time Reference number A2319-25-0001 Job locations Snowberry Lane Melksham Wiltshire SN12 6UN Spa Medical Centre Snowberry Lane Melksham Wiltshire SN12 6UN Job description Job responsibilities Job Title - Reception Manager Line Manager - Operations Manager Accountable to - Practice Manager, Partners Hours per week - 37.5 hours Job Summary To provide the highest standards of administrative and patient services to the GP Partnership at the Spa Medical Centre. Acting as an ambassador for the surgery, acting in a helpful, caring and courteous manner to patients and staff at all times. Responsible for the day-to-day management of the reception and ensuring their associated roles and tasks are carried out in accordance with agreed procedures, protocols and timescales, reporting to the Operations Manager as necessary. Responsible for delegating, overseeing and managing the workload of the Care Navigator team as well as providing support and training to the staff. Responsible for the management of the staff rota for the reception always ensuring there is a minimum of 4 weeks of rotas on the system. To ensure that arrangements are made to cover staff absences, using resources effectively. Responsible for ensuring the smooth running of all designated Reception areas. To offer general support to the practice team and project a positive, friendly and professional image to patients and other visitors, either in person or via the telephone. To carry out receptionist duties when required/necessary to do so. To pro-actively work to diffuse complaints at an early stage at Reception. To facilitate effective communication between patients, members of the Primary Care team, Secondary Care and other associated healthcare agencies. To work with the Operations Manager to ensure that the Practice fulfils its CQC requirements and staff receive all necessary training. To undertake a variety of administrative duties to assist in the smooth running of the Practice. To manage the various appointments screens on a daily basis. To update all policies and procedures relating to Reception. Job Responsibilities: Office Management: Manage and control all aspects of office, reception and filing. Organise procedures within the departments to ensure an efficient process of accurate data entry and scanning of documents. Maintain and organise computer functions specifically on Systmone, also on Microsoft Office Applications Word, Outlook, Excel Collate statistical data as and when required. Manage the development and running of new patient registrations, amendments and deductions, path links and searches on TPP system. Manage all administrative functions within Systmone, relevant to Reception, Pharmacy referrals and communication links with Community Teams Co-ordinate and maintain housebound and Carers registers, delegating the work to team members. Monitor appointment DNAs on a monthly basis, issuing appropriate correspondence in line with practice policy. Oversee Extended Access appointments, ensuring all appointments are bookable and filled. Monitor and promote the use of the Friends and Family Test and complete the monthly returns. Manage NHS health checks, recalls, to maximize uptake Stationery ordering through PCSE. Lead on ensuring practice noticeboards are updated, current and relevant. Induction and training of new Care Navigators, ongoing coaching and mentoring role. Monitor daily clinics and notify patients if clinics are running late Manage waiting lists and flagging if support is required Monitoring clinics and ensuring clinics are full, notifying relevant departments if further invites need to be sent. Liaise with the IT lead adding DNAs, Friends and Family and monthly statistics to social media, Information screen and website. TASKS monitor reception in box and flagging if any further support is needed. Monitor daily calls on the telephone system Ensure patient medical records are always kept neat and tidy. To Assess & evaluate systems recommending changes and improvements to the Operations Manager as appropriate Actively participate in staff meetings. Take responsibility for ensuring all cash, cheques and receipts taken at Reception are stored in the safe. Acting as a building fire marshal, ensuring the team are following the correct processes and procedures this includes ensuring evacuation lists are current and that the visitors log is used appropriately. Customer Care: Be responsible for ensuring the highest standards of customer service within the surgery, by telephone, e-mail, eConsult and face to face. Ensure the home visits are distributed and entered on Systmone daily, liaising closely with the visiting GP and Melksham Older Peoples team. Be an initial point of contact for patients with complaints, compliments or comments alongside Operations Manager Ensure the reception areas are tidy, clean, notice boards up to date, music playing, queues dealt with, emergency drills handled well To act as a Patient Services Coordinator at all times, developing ways and ideas of improving communication and access to the patients of Spa. Information Technology: Be familiar with the practice computer systems, both clinical and office systems. Develop an understanding of the practice IT system, forging strong links with the IT service desk. Be prepared to train staff in various office applications, e.g. the internet and e-mail, NHS net mail Be prepared to train staff in eConsult. Staff Supervision: Line managing all Care Navigators, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training Identifying and delivering team training where required Carry out 3 and 5-month probation reviews with HR Lead Completing staff appraisals as required with the HR Lead Look after the general welfare of staff Hold weekly informal staff briefing meetings to ensure information is cascaded down to the whole team and any current issues are dealt with Take responsibility for providing full training to staff on new areas of work, and induction training for new staff Ensure the efficient deployment of staff during peak times, prioritising the phones and desk. Manage Reception Rota and room rota. Involved in the recruitment of Care Navigator staff when necessary Support the Care Navigator team regarding referrals to the Pharmacy first Support the team with call management Training the team on telephone and customer care Monitor and approve Annual leave for the Care Navigator team and raise any queries with the Operations Manager To build a good working relationship with the Admin Lead Daily Reception huddle to update the team with any changes Ensure all policies and procedures are up to date relating to Reception, ensuring that all relevant staff have read the policies. General: Provide adequate cover for staff during holidays and sickness Ensure all building repairs are flagged up to the appropriate staff member Follow all company policies and procedures Liaise with the Operations Manager regularly on staff/business issues Be aware of the need for self-development and take part in training as required. To be fully aware of the importance of confidentiality at all times Ensure all aspects of the reception function is running smoothly at all times, raising any issues or concerns with the Operations Manager. Job description Job responsibilities Job Title - Reception Manager Line Manager - Operations Manager Accountable to - Practice Manager, Partners Hours per week - 37.5 hours Job Summary To provide the highest standards of administrative and patient services to the GP Partnership at the Spa Medical Centre. Acting as an ambassador for the surgery, acting in a helpful, caring and courteous manner to patients and staff at all times. Responsible for the day-to-day management of the reception and ensuring their associated roles and tasks are carried out in accordance with agreed procedures, protocols and timescales, reporting to the Operations Manager as necessary. Responsible for delegating, overseeing and managing the workload of the Care Navigator team as well as providing support and training to the staff. Responsible for the management of the staff rota for the reception always ensuring there is a minimum of 4 weeks of rotas on the system. To ensure that arrangements are made to cover staff absences, using resources effectively. Responsible for ensuring the smooth running of all designated Reception areas. To offer general support to the practice team and project a positive, friendly and professional image to patients and other visitors, either in person or via the telephone. To carry out receptionist duties when required/necessary to do so. To pro-actively work to diffuse complaints at an early stage at Reception. To facilitate effective communication between patients, members of the Primary Care team, Secondary Care and other associated healthcare agencies. To work with the Operations Manager to ensure that the Practice fulfils its CQC requirements and staff receive all necessary training. To undertake a variety of administrative duties to assist in the smooth running of the Practice. To manage the various appointments screens on a daily basis. To update all policies and procedures relating to Reception. Job Responsibilities: Office Management: Manage and control all aspects of office, reception and filing. Organise procedures within the departments to ensure an efficient process of accurate data entry and scanning of documents. Maintain and organise computer functions specifically on Systmone, also on Microsoft Office Applications Word, Outlook, Excel Collate statistical data as and when required. Manage the development and running of new patient registrations, amendments and deductions, path links and searches on TPP system. Manage all administrative functions within Systmone, relevant to Reception, Pharmacy referrals and communication links with Community Teams Co-ordinate and maintain housebound and Carers registers, delegating the work to team members. Monitor appointment DNAs on a monthly basis, issuing appropriate correspondence in line with practice policy. Oversee Extended Access appointments, ensuring all appointments are bookable and filled. Monitor and promote the use of the Friends and Family Test and complete the monthly returns. Manage NHS health checks, recalls, to maximize uptake Stationery ordering through PCSE. Lead on ensuring practice noticeboards are updated, current and relevant. Induction and training of new Care Navigators, ongoing coaching and mentoring role. Monitor daily clinics and notify patients if clinics are running late Manage waiting lists and flagging if support is required Monitoring clinics and ensuring clinics are full, notifying relevant departments if further invites need to be sent. Liaise with the IT lead adding DNAs, Friends and Family and monthly statistics to social media, Information screen and website. TASKS monitor reception in box and flagging if any further support is needed. Monitor daily calls on the telephone system Ensure patient medical records are always kept neat and tidy. To Assess & evaluate systems recommending changes and improvements to the Operations Manager as appropriate Actively participate in staff meetings. Take responsibility for ensuring all cash, cheques and receipts taken at Reception are stored in the safe. Acting as a building fire marshal, ensuring the team are following the correct processes and procedures this includes ensuring evacuation lists are current and that the visitors log is used appropriately. Customer Care: Be responsible for ensuring the highest standards of customer service within the surgery, by telephone, e-mail, eConsult and face to face. Ensure the home visits are distributed and entered on Systmone daily, liaising closely with the visiting GP and Melksham Older Peoples team. Be an initial point of contact for patients with complaints, compliments or comments alongside Operations Manager Ensure the reception areas are tidy, clean, notice boards up to date, music playing, queues dealt with, emergency drills handled well To act as a Patient Services Coordinator at all times, developing ways and ideas of improving communication and access to the patients of Spa. Information Technology: Be familiar with the practice computer systems, both clinical and office systems. Develop an understanding of the practice IT system, forging strong links with the IT service desk. Be prepared to train staff in various office applications, e.g. the internet and e-mail, NHS net mail Be prepared to train staff in eConsult. Staff Supervision: Line managing all Care Navigators, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training Identifying and delivering team training where required Carry out 3 and 5-month probation reviews with HR Lead Completing staff appraisals as required with the HR Lead Look after the general welfare of staff Hold weekly informal staff briefing meetings to ensure information is cascaded down to the whole team and any current issues are dealt with Take responsibility for providing full training to staff on new areas of work, and induction training for new staff Ensure the efficient deployment of staff during peak times, prioritising the phones and desk. Manage Reception Rota and room rota. Involved in the recruitment of Care Navigator staff when necessary Support the Care Navigator team regarding referrals to the Pharmacy first Support the team with call management Training the team on telephone and customer care Monitor and approve Annual leave for the Care Navigator team and raise any queries with the Operations Manager To build a good working relationship with the Admin Lead Daily Reception huddle to update the team with any changes Ensure all policies and procedures are up to date relating to Reception, ensuring that all relevant staff have read the policies. General: Provide adequate cover for staff during holidays and sickness Ensure all building repairs are flagged up to the appropriate staff member Follow all company policies and procedures Liaise with the Operations Manager regularly on staff/business issues Be aware of the need for self-development and take part in training as required. To be fully aware of the importance of confidentiality at all times Ensure all aspects of the reception function is running smoothly at all times, raising any issues or concerns with the Operations Manager. Person Specification Skills Essential Excellent communication skills (written and oral) Strong IT skills (generic) Clear, polite telephone manner Competent in the use of Office and Outlook Effective time management (planning and organising) Ability to work as a team member and autonomously Good interpersonal skills Problem solving and analytical skills Ability to follow policy and procedure Maintain confidentiality at all times Desirable SystmOne user skills Experience Essential Experience of working with the general public Experience of administrative duties Experience of working in a healthcare setting Experience of leading/managing a team Desirable Experience of providing appraisal writing and staff development Qualifications Essential GCSE English C or above and 3 other GCSEs Desirable Educated to A Level/equivalent or higher with relevant experience AMSPAR qualification NVQ Level 2 in Health and Social Care Leadership and or management qualification Person Specification Skills Essential Excellent communication skills (written and oral) Strong IT skills (generic) Clear, polite telephone manner Competent in the use of Office and Outlook Effective time management (planning and organising) Ability to work as a team member and autonomously Good interpersonal skills Problem solving and analytical skills Ability to follow policy and procedure Maintain confidentiality at all times Desirable SystmOne user skills Experience Essential Experience of working with the general public Experience of administrative duties Experience of working in a healthcare setting Experience of leading/managing a team Desirable Experience of providing appraisal writing and staff development Qualifications Essential GCSE English C or above and 3 other GCSEs Desirable Educated to A Level/equivalent or higher with relevant experience AMSPAR qualification NVQ Level 2 in Health and Social Care Leadership and or management qualification Employer details Employer name Spa Medical Centre Address Snowberry Lane Melksham Wiltshire SN12 6UN Employer's website https://www.spamedicalcentre.co.uk/ (Opens in a new tab)