Assistant Practice Manager

Job description

Job responsibilities

Act as deputy to the Practice Manager in agreed areas, and provide cover for some duties during periods of absence.

Assist with implementation of practice policies, procedures and service changes.

Prepare basic reports and data (e.g. appointment utilisation, telephony stats, DNAs, Friends and Family feedback) to support decision making.

Contribute to practice meetings, taking minutes and following up agreed actions where required.

Admin and Reception Team Support

Provide daytoday supervision and support to reception and admin staff, including

assisting with rota planning and annual leave coordination

acting as a first point of contact for operational queries and minor issues

supporting induction of new staff and arranging buddying/mentoring.

Escalate performance or conduct concerns to the Practice Manager and assist with informal performance management as directed.

Help ensure adequate staffing levels for safe operation during core hours and any extended hours.

Administrative Systems and Workflows

Oversee and help coordinate key admin processes, for example

insurance and medical reports (including supporting staff who prepare them)

typing and processing of GP letters and forms

scanning, coding and workflow allocation to clinicians

patient registrations, deductions and demographic updates

recall and invitation processes (e.g. chronic disease, vaccinations, NHS Health Checks).

Work with the Practice Manager and clinical leads to agree realistic turnaround times for nonurgent administrative work and ensure these are communicated to staff and patients.

Identify bottlenecks and suggest improvements to reduce unnecessary GP and admin workload.

Reception, Access and Patient Experience

Support the smooth running of reception and telephony, including

monitoring call handling and front desk pressures and escalating issues promptly

ensuring reception staff follow agreed carenavigation and booking protocols

helping to manage system downtime or unexpected surges in demand.

Help maintain accurate and consistent patient information across:

telephone messages

waiting room screens and posters

practice website (in liaison with the Practice Manager).

Collate and share patient feedback (Friends and Family, compliments, minor concerns) with the team and support learning from complaints and significant events.

Standard Operating Procedures (SOPs) and Training

Assist in drafting, updating and implementing SOPs for admin and reception functions (e.g. appointment booking rules, letter requests, results communication, registrations).

Ensure staff are aware of and have access to current SOPs and that changes are communicated clearly.

Help identify training needs within the admin/reception teams and arrange or deliver training sessions (e.g. care navigation, use of clinical systems, customer service).

Information Governance and Confidentiality

Promote and monitor adherence to information governance, data protection and confidentiality policies within admin and reception teams.

Ensure appropriate verification of identity before sharing information with patients or third parties.

Support safe handling, storage and disposal of confidential information (paper and electronic).

Health, Safety and Safeguarding

Support the Practice Manager in ensuring that admin and reception staff:

understand emergency procedures (fire, medical emergencies, system failures)

know how to escalate safeguarding concerns to clinical leads.

Help implement the practices zerotolerance policy and support staff dealing with difficult or abusive behaviour, escalating to senior staff as needed.

Practice Development and Projects

Assist with practice and PCN projects as agreed (e.g. vaccination campaigns, access improvement work, digital tools rollout).

Contribute ideas for improving efficiency, patient experience and staff wellbeing.

supporting induction of new staff and arranging buddying/mentoring.

Escalate performance or conduct concerns to the Practice Manager and assist with informal performance management as directed.

Help ensure adequate staffing levels for safe operation during core hours and any extended hours.

Standard Operating Procedures (SOPs) and Training

Assist in drafting, updating and implementing SOPs for admin and reception functions (e.g. appointment booking rules, letter requests, results communication, registrations).

Ensure staff are aware of and have access to current SOPs and that changes are communicated clearly.

Help identify training needs within the admin/reception teams and arrange or deliver training sessions (e.g. care navigation, use of clinical systems, customer service).

Practice Development and Projects

Assist with practice and PCN projects as agreed (e.g. vaccination campaigns, access improvement work, digital tools rollout).

Contribute ideas for improving efficiency, patient experience and staff wellbeing.

Build effective working relationships with clinical and nonclinical colleagues, and with PCN or external teams where relevant.

Person Specification

Experience

Essential

• Experience working in a busy administrative or customer facing environment.
• Experience supervising or supporting a team (e.g. rota coordination, informal leadership, mentoring).
• Strong organisational skills with the ability to prioritise and manage competing demands.
• Excellent communication and interpersonal skills, with a calm and professional manner.
• Good IT skills, including confident use of Microsoft Office and willingness to learn clinical systems (e.g. EMIS, Docman, AccuRx and eConsult or equivalents).
• Understanding of the importance of confidentiality and data protection.
• Ability to work flexibly, use initiative and problem solve within agreed boundaries.

Desirable

• Previous experience in a GP practice or NHS primary care setting.
• Experience with GP clinical systems and workflow (e.g. registrations, scanning and coding, reports).
• Experience handling complaints or patient feedback.
• Knowledge of CQC requirements and/or NHS primary care contracts.

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

Vale of The Red Horse Health Care Centres

Address

Old School

Market Square

Warwick

CV35 0LP

Employer's website

https://www.kinetonsurgery.warwickshire.nhs.uk (Opens in a new tab)