Be part of a bold and inspiring journey transforming primary care in Manchester.
Hope Citadel is seeking a dynamic and compassionate Practice Manager to lead the operations at Hawthorn Medical Centre (Practice & Walk-in), one of our flagship practices rated Outstanding by the CQC. This is a unique opportunity to make a meaningful impact in a community-focused setting, driving innovation and excellence in healthcare delivery.
We are a not-for-profit organisation running 11 GP practices across Greater Manchester, with a strong track record of delivering high-quality care in areas of deprivation. Our mission is rooted in social justice, community empowerment, and clinical excellence
Why Join Us?
* Outstanding Practice: Hawthorn Medical Centre serves over 6,500 registered patients and provides a walk-in service to more than 17,000 individuals annually.
* Supportive Infrastructure: Benefit from a centralised team handling HR, payroll, and finance, freeing you to focus on leadership and team development.
* Collaborative Culture: Join a network of experienced Practice Managers with regular peer support and shared learning.
* Career Progression: As our practices grow rapidly, we offer real opportunities for career development within senior management.
* Inclusive Benefits: Competitive salary, NHS Car Scheme, Free Eye test, NHS pension, and 5 weeks annual leave (inclusive of bank holidays, pro rata).
Main duties of the job
Key Responsibilities
* Lead and manage day-to-day operations of Hawthorn Medical Centre
* Support and mentor Trainee Manager and emerging leaders
* Collaborate with the Clinical Lead to ensure high-quality patient care
* Uphold and embody the vision and values of Hope Citadel across the team
* Contribute to strategic development and continuous improvement
What you bring to us
We are seeking a confident and experienced leader who thrives in a fast-paced, people-focused environment. You'll be responsible for the smooth, efficient, and sustainable running of the practice, walk-in service, mentoring staff and shaping the future of our evolving practice.
You bring:
* Proven experience in managing multidisciplinary teams
* A passion for tackling health inequalities
* Strong leadership, resilience, and a collaborative mindset
* A sense of humour and a heart for people
You will work closely with the Reception Supervisor, Trainee Manager, and Clinical Lead at the practice.
As a Senior Manager, this is a great opportunity to contribute to the running of the company, by holding the vision and values and demonstrating how this is worked out in practice to managers with less experience.
At Hope Citadel, we look after each other, care about each other, and want individuals to thrive. Come and join us!
About us
Hope Citadel is a primary care provider with a heart for deprived communities. We run 11 doctors practices, mainly in Oldham and Rochdale, and employ over 200 staff.
We started 16 years ago by a passionate group of people looking to reverse the inverse care law by providing quality healthcare in areas of deprivation. This still underpins why we do what we do to make the invisible, visible. Our staff are driven by social justice, by compassion, and by a drive to see real change in the communities they live and work in
Primary care is not an easy space to work in, and that is exacerbated in areas of deprivation. In order to provide the best service to patients, it is vital that our culture and our processes are aligned. We prioritise maintaining high healthcare outcomes, but know that in order to do this, we need to be an employer of choice and look after our staff well. We do this by making commitments such as being a Real Living Wage employer, running mentoring and learning and development opportunities, and finding space to socialise and have fun together.
We are committed to social justice, clinical excellence, and staff wellbeing. Our culture is built on support, development, and community making us an employer of choice in challenging healthcare environments.
Job responsibilities
Personnel and Training
Training and mentoring the Reception and Admin supervisors inrelevant areas of their roles.
Work closely with the clinical leads at to ensureappropriate oversight of the clinical teams.
Ensuring there is good management of the administrative staff andnon-clinical management of GPs, nurses, and HCA staff, including taking leadresponsibility in staff appraisals, and in assisting recruitment selection andtraining.
Building strong relationships with the whole team, setting aculture of openness, teamwork, and safety.
Supporting the HR manager in any disciplinary or grievance processif necessary.
Ensuring all relevant employment legislation is followed withinrecruitment of staff at the practice.
Ensuring the company's employment policies and procedures arefollowed and all HR records are maintained and reported as required.
Authorising of staffs annual leave in line with their personalentitlement and recording of this and any other changes on staffs individualHR record.
Ensuring you and all staff working at the practice has receivedthe required mandatory training and updates.
Finance and sustainability.
Responsibility for the management of the practice budget inconjunction with the Finance Director.
Responsibility for all expenditure from the practice and ensuringthat all Company procedures in relation to Purchase Requisition authorisationare followed.
Ensuring that all income is properly recorded and passed to theFinance team for banking procedures to be followed.
Responsible for management of petty cash system in line with theCompany's procedures.
Service Delivery & Contract Management
To have a practical awareness of the practices contractualresponsibilities.
To manage the appointment book to ensure we meet the length andnumber of appointments required within each contract year.
Responsible for non-clinical management of our enhanced serviceprovision in line with contractual requirements.
Responsible for maintaining patient list sizes within contractualrequirements.
Responsible for ensuring awareness of the practices KeyPerformance Indicators throughout the practice and for ensuring appropriatedelivery of these to a highest level.
Responsible for ensuring awareness of the Quality Outcomes Frameworkthroughout the practice and for ensuring appropriate delivery, in conjunctionwith the Lead GP, to a highest level.
Responsible for reporting data and statistics both internally tothe Operations and Executive Management Team, and externally to the ICB and NHSEngland in line with company and confidentiality policies.
Responsible for ensuring practice attendance and participationwith local area groups including the ICB and reporting information back to thepractice and company's Executive Team, as required.
Premises and Equipment
Responsibility for the computer system including organising anymaintenance and developments to the system. Ensuring compliance with DataProtection legislation and company policy.
Responsibility for security, repairs, and maintenance of premises,services, and equipment.
Ensuring that the Practice complies with aspects of Health &Safety at Work (HASAW) legislation.
Supporting the Reception Supervisor by mentoring and developingtheir management skills as they look after the processes around reception.
Implementing and maintaining systems to receive patient enquiriesand suggestions including oversight of the Practice based complaints procedurein conjunction with the Lead GP and Executive Management Team, as required.
Reviewing and updating the Practice information leaflet/website,Practice publicity and health education material.
Ensure the maintenance of a Patient Participation Group.
Future Planning
Responsible for preparing a Practice Business Continuity Plan,Annual Report and Practice aims and objectives as required by the ExecutiveManagement Team.
Keeping aware of developments within the NHS that might impinge onthe Practice, staff, or company as a whole and offering options forconsideration by the exec team.
Confidentiality
To have full understanding of the company's policy onConfidentiality and ensure personal adherence to the policy in respect of allpatient records and information, confidential company information and staffspersonal data.
Responsible for ensuring all staff are aware of theconfidentiality policy and have read, understood, and signed the company'sStaff Confidentiality Policy.
Health & Safety
To implement and lead on the full range of health, safety andsecurity as defined in the company's Health & Safety Policy and theInfection Control policy and other published procedures. This will include (butwill not be limited to):
Ensuring job holders across the practice adhere to theirindividual responsibilities for infection control and health and safety, usinga system of observation, audit and check, hazard identification, questioning,reporting and risk management.
Maintain and up to date knowledge of health and safety andinfection control statutory and best practice guidelines and ensureimplementation across the practice.
Using personal security systems within the workplace according toPractice guidelines.
Identifying the risks involved in work activities and undertakingsuch activities in a way that manages those risks.
Making effective use of training to update knowledge and skillsand initiate and manage the training of others.
Using appropriate infection control procedures, maintaining workareas in a tidy and safe way and free from hazards, and initiation of remedial/ corrective action where needed.
Actively identifying, reporting, and correction of health andsafety hazards and infection hazards immediately when recognised.
Keeping own work areas and general / patient areas generallyclean, identifying issues and hazards / risks in relation to other work areaswithin the business, and assuming responsibility in the maintenance of generalstandards of cleanliness across the practice in consultation with othermanagers, where appropriate.
Undertaking periodic infection control training.
Routine management of own team / team areas, and maintenance ofworkspace standards.
Personal/ProfessionalDevelopment
To participate in any training programme implemented by thePractice as part of this employment.
Participation in an annual individual performance review,including taking responsibility for maintaining a record of own personal and/orprofessional development.
Taking responsibility for own development, learning andperformance and demonstrating skills and activities to others who areundertaking similar work and less experienced managers.
Quality
To strive to maintain quality within the Practice, and will:
Assess own performance and take accountability for own actions,either directly or under supervision.
Contribute to the effectiveness of the team by reflecting on ownand team activities and making suggestions on ways to improve and enhance theteams performance.
Effectively manage own time, workload, and resources.
Encourage a culture of openness and sharing best practice.
Communication
To recognise the importance of effective communication within theteam and will strive to:
Communicate effectively with other practice team members.
Communicate effectively with managers and staff from otherpractices within the company.
Communicate effectively with patients and carers.
Recognise peoples needs for alternative methods of communicationand respond accordingly.
To promote the ethos and vision of Hope Citadel Healthcare withinthe practice include staff, visitors, and patients, through the provision ofquality whole person healthcare.
To publicly support the wider leadership team of Hope Citadel andmanage the implementation of any directions, policies, or procedures, asdirected.
To provide assistance and support to other practices within thecompany, where it is possible to do so.
To implement and adhere to company policies and procedures andensure they are fully integrated into the daily working of the practice.
To perform any reasonable task as instructed by the ExecutiveManagement Team, in line with fulfilling the contracts, ethos and visions ofthe Company.
Person Specification
Qualifications
* GCSE grade A to C or equivalent in English and Maths
Experience
* Improving patient experience; passion, strategies and tools, experience of success.
* Experience of managing teams within healthcare, including clinical and non-clinical staff.
* Coaching and nurturing new talent and people in new management roles.
* Leading quality improvement projects and strategies.
* Taking teams through change.
* Experience of driving innovation and high performance.
* Experience of operationalising values and goals and using data for improvement (ie appraisal, recruitment and protocols).
* Maintaining high staff retention and keeping teams motivated.
Skills
* Skills, strategies and passion for developing motivation, autonomy and excellence. (eg performance management, pay structures, appraisal, coaching, accountability, developing motivation).
* Operational skills within Primary Care; Establishing and maintaining systems and process for order and efficiency of the whole practice.
* Skills and strategies in leading successful meetings (ie improving engagement, unearthing conflict, good decisions) and communicating outcomes.
* Mentoring and coaching skills for management and leadership.
* Knowledge of organisational development or quality improvement tools.
Character
* Emotional intelligence; aware of impact on others.
* Humility; freely discussed weaknesses. Discusses success as we not I.
* Firm and fair.
* Personal organisational strategies.
* Courage/ Bravery.
* Nurturing, coaching, patient teacher.
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.
£40,000 to £45,000 a yearDepending on experience
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