Key Responsibilities Leadership & Team Management Supervise the daily activities and performance of reception and admin staff. Provide training, mentoring, and induction support to new and existing team members. Maintain and update your own knowledge and cascade learning to others. Maintain and update reception / admin SOPs and protocols.
Monitor attendance, timekeeping, and compliance with policies. Assist with recruitment, interviews, and onboarding processes. Conduct one-to-one meetings, return-to-work interviews, and support annual appraisals. Lead and document regular team meetings; cascade updates from management.
Act as Fire Marshal, First Aider, and Registration Authority (RA) Sponsor Support Infection Control Lead (with Practice Nurse). Assist with resolving admin backlogs and workload distribution. Reception & Admin Operations Cover reception and admin duties on a rota basis (including front desk, phone lines, back office). Tasks may include: DOCMAN, CQRS/PPA claims, HRD monitoring, cold-chain, legionella reporting, registrations, summarising, referrals, prescriptions, secretarial tasks, coding: childhood immunisations, breast screening, blood spot and processing non-NHS work.
Monitor and ensure completion of daily workflows, inboxes (email and prescription), and EMIS/DOCMAN tasks. Ensure reception coverage during planned and unplanned absences; manage shift rota and annual leave requests. Handle patient queries, complaints, and concerns professionally and efficiently. Ensure reception and waiting areas remain clean, organised, and welcoming.
Support designated "Champion Lead" roles as needed. Administrative & System Duties Handle correspondence and documentation (incoming/outgoing). Coordinate room usage and clinic schedules with clinical staff. Support the team in using EMIS, DOCMAN, Microsoft Office applications and any other software.
Troubleshoot IT/system issues and liaise with support as needed. Contribute to QOF tasks, audits, data entry, running searches, code entry and administrative reports. Keep surgery website updated and accurate. Create and maintain a staff monthly newsletter Create and maintain a bi-annually patient newsletter Help keep the practice information leaflet up to date and relevent Support collection and review of patient feedback (e.g., FFT, Google Reviews).
Attend the quarterly Patient Participation Group (PPG) meetings, held in the evenings, on behalf of the Practice Manager and surgery and contribute to these meetings with the lead GP; liaise when needed with the PPG chair/secretary. Suggest and help implement ideas to improve registrations, efficiency, reduce costs, or increase surgery income. Quality, Compliance & Governance Ensure all duties comply with NHS and CQC standards and best practices. Contribute to audits, inspections, significant event reviews, and internal compliance checks.
Maintain patient confidentiality and uphold data protection at all times. Report incidents, risks, and near-misses as per policy. Above lists are not exhaustive, and you may be asked to perform other duties as directed by the Practice Manager and / or Partners based on business needs.