Job Summary
Own the smooth running of all non clinical, front of house and backoffice operations so patients receive timely, consistent access and the practice meets operational, contractual and regulatory standards. Lead delivery thorough continuous improvement.
About Us
Training practice with a list size of 6,900 patients
* Based in the heart of Roehampton, serving a diverse community
* Strong multi-disciplinary team including GPs, Nurses, Pharmacists, Social Prescriber, First Contact Physiotherapist, Health & Wellbeing Coach and more
* Rated Good across all areas by the CQC
* Proud member of PRIME PCN with strong links to Wandsworth GP Federation and ICB
* Modern systems in place including Total triage, EMIS, Docman and Accurx to support safe, high-quality care
Main duties of the job
* Management and Governance
* Access, Capacity and Clinic operations
* Information management and records
* Population health and recalls (Oversight)
* Meetings, communications and stakeholder management
* Digital, Information governance and I.T Enablement
* Other duties
Job responsibilities
* Own the smooth running of all non‑clinical, front‑of‑house and back‑office operations so patients receive timely, consistent access and the practice meets operational, contractual and regulatory standards. Lead delivery thorough continuous improvement.
* Plan, coordinate and continuously improve day‑to‑day workflows across Reception, Administration and Secretarial functions, prioritising safe capacity, access, and turnaround times.
* Create clinical sessions on EMIS, ensure safe cover levels and effective use of annual/study leave.
* Own non‑clinical elements of the Business Continuity Plan for EMIS, Docman, Accurx, TQuest, telephony and premises access, run tests and lessons‑learned.
* Support the Practice Manager to adhere to CQC regulations including the creation of documentation.
* Oversee the monthly and daily admin rotas, manage any day‑to‑day issues.
* Day‑to‑day monitoring of the clinical appointment book, ensure timely upload to EMIS, effective leave cover planning, minimal ad‑hoc locum use, and regular review for required amendments.
* Ensure accurate, compliant booking processes for locum coordination, maintain contact list and clear session records, report regularly to the Practice Manager.
* Use Surgery Connect data and EMIS/Accurx metrics to monitor call volumes, queue times, abandonment rates, time‑to‑answer and outcomes; convert findings into rota, workflow and patient communication changes.
* Oversee registrations, deductions, GP2GP processes with appropriate checks and exception reporting; monitor and improve data management practices.
* Manage Lloyd George/notes workflows, onsite records control, digitisation projects, auditable logs, and cost tracking.
* Monitor lab reports and Docman flow backlogs and turnaround via dashboards; ensure pathlinks/111 documents are routed, actioned and filed within agreed timeframes.
* Ensure accurate PPA claims submissions, storage and reconciliation, maintaining a clear audit trail.
* Drive digital outreach for population health and recalls, promote batch messaging and patient‑friendly communications, collaborate with clinical leads for content.
* Chair or coordinate non‑clinical huddles, operations meetings and action logs; track actions to completion.
* Arrange and support MDTs and care home meetings, represent the practice when delegated.
* Triage and lead responses to administrative complaints, track learning and themes, and escalated clinical elements appropriately.
* Provide first‑line practice support for EMIS, Docman, Accurx, Surgery Connect and smartcard issues, liaise with support teams and keep staff informed.
* Ensure timely access setup, role‑based permissions and leaver deprovisioning for all non‑clinical staff and locums.
* Maintain adequate office and clinical consumables via delegated staff and ordering controls.
* Attend mandatory/statutory training and role‑relevant CPD; undertake other reasonable duties as directed by the Practice Manager.
Person Specification
Experience – Essential
* Has experience with "back end functions" of EMIS and workflow sections
* Proven experience creating GP sessions on EMIS
* Proven experience in locum bookings
* Significant experience leading non-clinical operations in primary care or a similar healthcare setting
* Strong command of EMIS, Docman, Accurx and digital telephony workflows
* Evidence of using data to drive access and turnaround improvements
* Working knowledge of CQC, IG, GDPR and business continuity principles
* Excellent communication, organisation and stakeholder skills
Desirable
* Experience coordinating recalls performance with clinical leads.
* Formal management qualification or leadership training.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer Details
Mayfield Surgery
246 Roehampton Lane
London
SW15 4AA
Website: https://www.mayfieldsurgery.co.uk/
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