Company Overview
Dysart Surgery, located in Bromley, is dedicated to providing friendly, high-quality, personalized healthcare services. Our committed team of clinical and administrative staff strives to deliver outstanding patient care in a welcoming environment.
We are looking for the right candidate to join our team. We are offering flexible hours across the week.
Role Summary
The Front‑of‑House Manager is responsible for the smooth, efficient, and patient‑centred running of the reception and appointments functions within the practice. This role oversees the reception team, ensures high‑quality patient access, manages appointment capacity and workflow, and supports the delivery of safe, responsive primary care services. The postholder will lead on appointments management, access improvement, reception operations, and day‑to‑day problem‑solving at the front desk. Key Responsibilities1. Team Leadership & Staff Management
- Reception team supervision — Lead, support, and develop the reception/front‑of‑house team.
- Conduct regular 1:1s, appraisals, and training needs assessments.
- Manage rotas, annual leave, sickness, and ensure adequate staffing levels.
- Promote a positive, professional, and patient‑focused culture.
2. Appointments & Access Management
- Appointment system oversight — Ensure appointment books are well‑structured, safe, and aligned with clinical capacity.
- Monitor demand, capacity, and utilisation; escalate issues to the Practice Manager/Partners.
- Implement and review access policies, including same‑day, urgent, and routine appointment pathways.
- Work with clinicians to optimise appointment templates and reduce bottlenecks.
- Ensure compliance with national access standards and reporting requirements.
3. Front‑of‑House Operations
- Oversee daily reception operations to ensure a smooth, welcoming, and efficient service.
- Ensure reception processes are consistent, safe, and patient‑centred.
- Handle complex patient queries, complaints, and access issues.
- Maintain high standards of confidentiality and data protection.
4. Process Improvement & Quality
- Access improvement projects — Identify inefficiencies and lead improvements in reception workflow and appointment management.
- Monitor KPIs such as call answering times, appointment availability, and patient feedback.
- Support implementation of digital tools (online booking, triage systems, messaging platforms).
- Ensure reception and access processes meet CQC standards.
5. Communication & Liaison
- Act as the key link between reception staff, clinicians, and management.
- Communicate changes to appointment systems, policies, and workflows clearly and promptly.
- Support patient communication, including notices, website updates, and access information.
6. Administrative & Compliance Duties
- Maintain accurate records, SOPs, and training documentation.
- Ensure compliance with GDPR, safeguarding, and health & safety requirements.
- Support incident reporting and learning processes.
Person Specification
Essential
- Experience supervising or managing a reception or administrative team.
- Strong organisational and problem‑solving skills.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and manage competing priorities.
- Confident with IT systems and appointment software.
Desirable
- Experience in a GP practice or healthcare environment.
- Knowledge of EMIS.
Pay: From £28,000.00 per year
Benefits:
Work Location: In person
