General Practice Management Assistant

Job description

Job responsibilities

Administration

Maintain and organise the Practices diary, scheduling appointments and meetings as required.

Assist with administrative tasks such as document preparation, filing and data entry.

Handle incoming inquiries and directing them appropriately.

Assist in organising and preparing for meetings, taking minutes and maintaining action logs and project plans when necessary.

Undertake additional tasks and projects as directed by the Practice Manager.

Maintain practice policies and procedures.

Oversee and keep updated practice Information Management System and ensuring colleagues have access to the required policy and contact information.

Liaise with contractors to ensure external maintenance checks are being conducted.

Support the Management Team in ensuring key governance activities are undertaken.

Support the Practice Manager in ensuring compliance with CQC standards, GDPR, safeguarding, and other regulatory requirements.

Liaise with external NHS organisations to ensure that staff have access to systems as required.

Take responsibility for coordinating, documenting and acknowledging all patient complaints, either informal or formal, using the Practices in-house complaints procedure.

Draft initial responses to complaints and manage complaint logs.

Liaise proactively with Primary Care Network colleagues to support collaborative working, share best practices, and contribute to joint initiatives across practices. Attend relevant PCN meetings and ensure effective communication between the practice and PCN teams.

Together with the Practice Manager, Department Leads and Partners, ensure the effective recruitment, selection and induction of new staff.

Maintain personnel and attendance records in liaison with the Practice Manager.

Ensure that all statutory requirements are fulfilled and adopt changes as and when they occur.

Supporting establishment and implementation of practice policies, goals, objectives and procedures, ensuring continuous improvement of processes. Ensure consistency in policies and procedures.

Ensure confidentiality is always maintained and encourage the professionalism of all staff.

Provide support to colleagues as required and act as Freedom to Speak Up champion.

Oversee induction of new staff and locum GPs.

Audit and follow up to ensure HR records, checks, appraisals are completed.

Manage and oversee staff training records and deliver programme of compulsory training.

Ensure that each job role has an up-to-date generic job description with specific objectives suited to everyone's development, in line with the competency framework.

Progress the development of the Patient Participation Group (PPG) and ensure the Practice fulfils its commitment to patient and public involvement, supporting the PPG and attending meetings as appropriate.

Support initiatives to improve patient experience and feedback mechanisms, including surveys and digital engagement.

Coordinate effective administration procedures throughout the practice, for both manual and computerised systems. To include health and safety protocols and risk assessments.

Coordinate communication between Practice Manager and colleagues, patients, and external contacts including messaging campaigns and overseeing the website.

Ensure patient information is up-to-date and available, such as the Practice leaflet, website and patient leaflets.

Assist with financial reporting, budget monitoring, and procurement processes as directed by the Practice Manager.

Other roles relating to supporting the finance functions may be required.

Maintain and update the practice website.

Support use of the clinical access systems and electronic patient record.

Support colleagues with fault finding and reporting when IT issues arise.

Understanding GDPR and NHS Digital standards.

Recognising phishing emails and using secure login protocols for example smartcards, MFA.

Managing access rights and confidentiality across systems.

Supporting staff with digital onboarding and system navigation.

TeamNet Clarity and other digital tools whenever applicable: Managing policies, training logs, and CQC prep.

Running reports for QOF, Enhanced Services, and workforce compliance.

Using MS Teams for meetings and remote support.

Creating digital forms for feedback or patient surveys

Person Specification

Experience

Essential

• Experience of web and Office based IT systems. Able to learn and adapt to new IT systems.
• Knowledge and understanding of the NHS and the challenges facing primary care.
• Knowledge and understanding of principles of HR, H&S and governance.
• Able to problem solve basic IT issues.

Desirable

• Knowledge and understanding of clinical IT systems, with a contingency plan for IT problem solving.
• Knowledge and understanding of governance (clinical, HR and H&S).
• Experience in General Practice would be preferred.

Skills and Abilities

Essential

• Ability to prioritise tasks, manage time effectively, and maintain organized files and records.
• Able to plan and manage projects.
• Ability to use initiative and work unsupervised.
• Must have excellent written and verbal communication skills.
• Proactive in supporting an effective and positive multi-disciplinary team, consistently showing commitment and enthusiasm for all aspects of the job role.
• Confident in using digital tools to support remote working, virtual meetings, and collaborative platforms (e.g., MS Teams, shared drives).
• Understanding of General Practice operations: Familiarity with appointment systems, QOF, Enhanced Services, and CQC requirements.
• Excellent inter-personal skills, ability to support and motivate others.
• IT literate with good accurate keyboard skills (including ability to use standard software packages).
• Attention to detail.
• Ability to take decisions considering time pressure and the impact on business.
• Ability to handle sensitive information with discretion and maintain confidentiality.
• Ability to identify and resolve issues that may arise in the daily operations.
• Ability to adapt to and respond to change.
• Self-driven with a positive outlook
• A quick learner with a pro-active solution focused approach to problem solving
• Reliable and highly organised, with a strong focus on people skills and exceptional communication abilities (graphical, written and verbal)
• A commitment to setting and achieving excellence in all tasks.
• Professional and conscientious. Flexible, responsive approach to work.
• Commitment to supporting provision of excellent patient care.
• Positive and resilient attitude along with a sense of humour
• Commitment to continuous development (both of self and service).
• Respectful of confidential information.

Desirable

• Proficiency in working effectively as part of a team.
• Demonstrates emotional intelligence.
• Promotes a shared purpose, common values in an open and honest way.
• Acknowledges success and expresses enthusiasm to succeed.
• The skill to develop and promote effective communication strategies to promote a two-way communication process to improve service.
• Has the ability to coach others to achieve their goals, and creates a safe environment to encourage creativity and experimentation

Qualifications

Essential

• High school diploma or equivalent

Desirable

• Recognised management
• qualification at degree level or management diploma.
• Educated to a minimum of A Level standard with ability to operate at graduate level.

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

Employer name

Boultham Park Medical Practice

Address

Boultham Park Medical Practice

Boultham Park Road

Lincoln

LN6 7SS

Employer's website

https://www.boulthamparkmedicalpractice.co.uk/ (Opens in a new tab)