As a practice manager part of your many responsibilities is managing the doctors’ appointments and scheduling (or at least making sure that reception is managing it). So the last thing you need is administration problems.
It’s easy for reception to get overwhelmed in a room full of people. At any given moment in a busy practice they could be juggling patient arrivals, payments, scheduling follow-ups, calling cabs for elderly or disabled or infirm patients, following up on test results, printing specialist referrals, etc. Add to this the constant ringing of the phone for patients booking in, checking results, changing appointments, checking office hours or Doctor availability, getting directions, etc
No wonder your staff is stressed and short tempered.