Trainee Assistant Practice Manager, The Bloomsbury Surgery, WC1

Job description

Job responsibilities

The following are the core responsibilities of the Assistant Trainee Manager. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

Working in conjunction with the Practice Manager:

Key Responsibilities

Recruitment & Onboarding

• Coordinate recruitment of receptionists and admin staff: from job advert to appointment.
• Work with the Practice Manager during selection and interviews.
• Ensure comprehensive induction and initial training for new staff.
• Deliver parts of training directly and delegate appropriately.

Staff Training & Development

• Plan and maintain ongoing training programmes using various tools (e.g. intranet, videos, modules).
• Support the Reception Manager in designing and running regular training (e.g. customer care, policy updates).
• Promote continuous development and knowledge sharing.
• Create a learning environment across the administrative team.

Appraisal & Performance Monitoring

• Lead an annual appraisal process for administrative staff.
• Assist the Reception Manager in monitoring team and individual performance.
• Identify underperformance and support improvement strategies.

Operational Support & Process Improvement

• Ensure administrative duties are performed in line with protocols.
• Assist in the evaluation and redesign of inefficient processes.
• Contribute to forward planning of staff rotas and deployment.
• Provide cover for reception as needed during shortages.
• Help ensure smooth daily operations across admin and reception teams.

Customer Care & Patient Services

• Drive high standards of customer care across all patient interactions.
• Oversee training aimed at improving patient service quality.
• Support with handling and investigating patient complaints.
• Ensure communication with patients is professional, efficient, and aligned with the practice's standards.

Patient Relations & Communication

• Manage the Patient Participation Group (PPG) and act as a liaison with patients.
• Help organize other clinical patient groups.
• Ensure all points of patient contact (phone, in person, online) reflect well on the practice.

System & Target Monitoring

• Monitor workload streams to avoid backlogs and ensure smooth functioning.
• Help meet clinical and administrative performance targets.
• Suggest improvements where systems are inefficient for patient service.
• Develop strong IT skills (e.g. EMIS Web, patient registration, referrals, pathology systems).

Team Culture & Collaboration

• Help foster a positive, cooperative, and productive workplace culture.
• Collaborate regularly with the Practice Manager and Reception Manager to optimize staff planning and operations.

Secondary responsibilities

In addition to the primary responsibilities, the Assistant Trainee Manager will receive training to:

1. Deputise for the Practice Manager during periods of absence

1. Deputise for the Practice PA and produce meeting agendas and record the minutes of meetings in con

1. Support the practice manager in the maintenance of the practice website

1. Monitor and promote the use of the Friends and Family Test

1. Schedule and take minutes for the Patient Participation Group meetings

Person Specification

Experience

Essential

• Strong teamwork and interpersonal skill
• A track record of providing excellent administrative support
• Exceptional attention to detail and accuracy

Desirable

• Experience of office procedures within a health care environment
• Working in a busy office environment
• A commitment to delivering high-quality outcomes

Qualifications

Essential

• Good Basic Education with GCSE in English C or above (or equivalent qualification)

Desirable

• Educated to "A" Level Standard

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

The Bloomsbury Surgery

Address

Bloomsbury Surgery

1 Handel Street

London

WC1N 1PD

Employer's website

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