Main Duties & Responsibilities Lead the day-to-day operational management of the practice, ensuring high standards of patient care and service delivery. Supervise non-clinical teams including reception staff. Manage appointment systems, staff rotas, and internal workflows. Support recruitment, onboarding, training, and performance management processes.
Ensure the practice complies with all regulatory requirements including CQC, GDPR, health & safety, and safeguarding. Oversee use of clinical systems e.g., SystmOne and support the integration of digital tools. Act as a point of contact for patient feedback, concerns, and complaints, ensuring timely and professional resolution. Support the delivery of QOF, Enhanced Services, and other contractual obligations.
Overseeing the administrative elements of QOF, liaising with GPs, nursing staff and administrators Guiding the team to reach QOF targets (supported by the nursing and administrative leads) Managing DNAs, providing data and planning tools coupled with liaison with referred repeat offenders Organise Meetings and Minute Taking Organise staff rotas and ensure cover for absences. Oversee patient access, appointment booking, repeat prescriptions, and correspondence. Provide support for complex patient queries and complaints. Maintain reception policies and ensure staff compliance with confidentiality and GDPR.
Act as first point of contact for IT troubleshooting, liaising with IT services as required and managing new IT projects within the practice. Oversee practice website, telephony, and digital systems. Monitor operational performance and recommend improvements. Leading the management of the clinical system, always ensuring IT security and IG compliance and responding to and resolving all local IT issues Reviewing and updating clinical templates ensuring they relate to current practice Actively encouraging and promoting the use of patient online services Guiding staff and developing searches and audits on the clinical system Ensure all staff are aware of the management of the premises, including health and safety aspects and undertake risk assessments and mandatory training as required Monitor and disseminate information on safety alerts and other pertinent information Support the overall practice clinical governance framework, submitting reports for OQF, enhanced services and other reporting requirements Brief clinicians on performance levels, advising actions to ensure high achievement across all QOF areas Support the Practice Manager in the reviewing and updating of practice policies and procedures Support the practice and management team with continuous improvement and change initiatives