Job Description

The Reception Manager at Wellspring Medical Practice plays a crucial role in ensuring the smooth and efficient operation of the reception area. This position involves overseeing the reception team, managing patient interactions, and maintaining a welcoming and professional environment for all visitors. The Reception Manager is responsible for ensuring that all administrative tasks are completed accurately and in a timely manner, contributing to the overall effectiveness of the practice.
Main duties of the job

• Lead and manage the reception team, providing guidance, support, and training as needed.
• Oversee the scheduling and management of patient appointments, ensuring optimal use of practice resources.
• Ensure that all patient inquiries, whether in person, over the phone, or via email, are handled promptly and professionally.
• Maintain accurate patient records and ensure compliance with data protection regulations.
• Monitor and manage the reception area to ensure it is tidy, welcoming, and equipped with necessary materials.
• Collaborate with healthcare professionals and administrative staff to ensure seamless practice operations.
• Handle any escalated patient concerns or complaints, ensuring they are resolved effectively and in line with practice policies

About us
We have just over 6500 patients and our list size grows steadily. We have 6 doctors not including our GP registrar. We also have our nursing team and a medicines management team including prescribing pharmacist
We have 6 receptionists and 3 senior admin roles who also support the reception team.
The wider team works well together and we have regular team meetings to learn together. Our culture is to support education and development and to pull together to provide the best quality of care for our patients
Details
Date posted
03 July 2025
Pay scheme
Other
Salary
Depending on experience
Contract
Permanent
Working pattern
Part-time
Reference number
A1459-25-0002
Job locations
Killingworth Health Centre
Citadel East
Newcastle Upon Tyne
NE12 6HS
Job description
Job responsibilities

• Team Leadership: Lead, manage, and motivate the reception team to deliver excellent customer service. Conduct regular team meetings and performance reviews to ensure staff development and engagement.
• Operational Management: Oversee the scheduling and management of patient appointments, ensuring efficient use of practice resources and minimising wait times.
• Patient Interaction: Ensure all patient inquiries, whether in person, over the phone, or via email, are handled promptly, professionally, and with empathy.
• Record Keeping: Maintain accurate patient records and ensure compliance with data protection regulations. Implement and monitor systems for efficient data management.
• Policy Development: Develop and implement reception policies and procedures to enhance efficiency and patient satisfaction. Regularly review and update these policies as needed.
• Reception Area Management: Ensure the reception area is tidy, welcoming, and equipped with necessary materials. Address any maintenance or supply issues promptly.
• Complaint Resolution: Handle escalated patient concerns or complaints, ensuring they are resolved effectively and in line with practice policies.
• Collaboration: Work closely with healthcare professionals and administrative staff to ensure seamless practice operations and effective communication.

Job description
Job responsibilities

• Team Leadership: Lead, manage, and motivate the reception team to deliver excellent customer service. Conduct regular team meetings and performance reviews to ensure staff development and engagement.
• Operational Management: Oversee the scheduling and management of patient appointments, ensuring efficient use of practice resources and minimising wait times.
• Patient Interaction: Ensure all patient inquiries, whether in person, over the phone, or via email, are handled promptly, professionally, and with empathy.
• Record Keeping: Maintain accurate patient records and ensure compliance with data protection regulations. Implement and monitor systems for efficient data management.
• Policy Development: Develop and implement reception policies and procedures to enhance efficiency and patient satisfaction. Regularly review and update these policies as needed.
• Reception Area Management: Ensure the reception area is tidy, welcoming, and equipped with necessary materials. Address any maintenance or supply issues promptly.
• Complaint Resolution: Handle escalated patient concerns or complaints, ensuring they are resolved effectively and in line with practice policies.
• Collaboration: Work closely with healthcare professionals and administrative staff to ensure seamless practice operations and effective communication.

Person Specification
Qualifications
Essential

• Previous experience in a reception or administrative management role, preferably in a healthcare setting.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in using computer systems and office software.
• Strong organisational skills and attention to detail.
• Ability to handle sensitive information with confidentiality and professionalism.

Person Specification
Qualifications
Essential

• Previous experience in a reception or administrative management role, preferably in a healthcare setting.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in using computer systems and office software.
• Strong organisational skills and attention to detail.
• Ability to handle sensitive information with confidentiality and professionalism.