Job description

Job responsibilities

Team and Personnel Management

• Assistant to Practice Operations Manager
• Working with the Management Team, plan and co-ordinate the recruitment, induction and training of new staff.
• To assist in the preparation of a work rota for the doctors and arrange locum cover when necessary.
• To be responsible for the organisation of the reception staff rota, manage Annual leave requests, ensuring adequate cover during periods of staff sickness or leave during all opening hours.
• To ensure that all practice staff are aware of the need for confidentiality, both of patient and practice information.
• Evaluating, organising and overseeing the staff induction programme.
• Working with the Reception Manager/Team Leaders to Line managing the administrative team, being responsible for timely and accurate appraisals and first line support for disciplinary and grievances.

• Recruitment, induction and training of new administrative staff and locum cover
• Practice statistics and feedback collection/analysing data
• Oversee and organise the workload in reception
• Arrange, attend and minute administrative staff meetings

Information Technology

• Registrations (alongside Reception Management/Team Leaders)
• Workflow Management
• Training and development of administrative staff
• Lead IT alongside the Management Team.
• Medical Report and Non-NHS Work Management
• Have full understanding of appointment system
• Have a working knowledge of all software and hardware
• Train staff in use of practice systems
• Reviewing and updating clinical templates ensuring they relate to current practice
• Ensure communication systems are running smoothly, clinicians, reception and administration staff are kept fully informed of changes in procedures
• Assist with production and upkeep of practice standard operating procedures
• Act as a central source of information

Operations & Compliance

• Supporting the practice operations manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
• Working as part of the Senior Leadership team, provide leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times
• Overseeing systems to ensure compliance with CQC regulations and standards
• Brief Practice and Business Manager on performance levels, advising actions to ensure high achievement across all areas
• Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare
• Develop and implement streamlined administrative procedures to enhance efficiency and productivity.
• Utilise phone systems for efficient communication and coordination.
• Manage office supplies, equipment maintenance, and facilities to support daily clinic operations.
• Ensure accurate record-keeping and data management, including patient records and administrative documents.
• Alongside the Team Leaders, oversee all reception duties, including patient check-ins, appointment bookings, repeat prescription requests, external / internal emails and handling general enquiries.
• Ensure that reception processes are carried out efficiently and consistently, with a strong focus on patient confidentiality and excellent customer service.

• Deal with verbal complaints or concerns in a calm, professional manner. Handle patient complaints or difficult situations with sensitivity and professionalism, escalating to the Practice Manager where appropriate.

• Act as the main point of contact between the reception team and the wider practice team, including GPs, nurses, and management.
• Liaise with external services such as pharmacies, community care teams, and secondary care providers where appropriate.
• Support the Business Manager and Practice Manager in maintaining compliance with policies, procedures, and CQC standards.

• Identify learning and development needs within the team and help arrange appropriate training opportunities.

• Alongside the Reception Manager / Team Leader, Lead, supervise, and support the reception team on a day-to-day basis.
• Encourage a positive, professional, and cohesive team culture.

• Monitor workload and workflows to ensure efficiency and equitable task distribution.
• Ensure that reception processes are consistent, secure, and compliant with data protection and confidentiality guidelines.

• Assist the Management team with administrative tasks, audits, and reporting.

Reception Management:

• Where appropriate, deputise for the Reception Manager
• Along with the Leadership team, supervise reception staff to ensure a welcoming and efficient front desk environment.
• Address any issues or concerns raised by patients or visitors in a timely and professional manner.
• Identify areas for improvement in reception services and recommend or implement changes.

Person Specification

Experience

Essential

• We are looking for an organised, confident and solutions-focused manager who can take ownership of operational challenges and bring people with them through change.
• Previous experience in an operations or Team Leader role in a GP surgery setting is essential - Applications without experience will not be considered.
• Experience of managing and developing teams.
• Strong organisational and workload-management skills.
• Experience of monitoring performance.
• A good understanding of healthcare operational processes.
• Experience of improving systems and processes.
• Strong communication and interpersonal skills.
• The confidence to challenge constructively and make informed decisions.
• Excellent problem-solving and prioritisation skills.
• Strong IT and people management skills.
• An understanding of CQC, NHS contractual and healthcare governance requirements.

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

Stockbridge Village Medical Centre

Address

Leachcroft

Waterpark Drive

Liverpool

L28 3QA

United Kingdom

Employer's website

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

Job description

Job responsibilities

Team and Personnel Management

• Assistant to Practice Operations Manager
• Working with the Management Team, plan and co-ordinate the recruitment, induction and training of new staff.
• To assist in the preparation of a work rota for the doctors and arrange locum cover when necessary.
• To be responsible for the organisation of the reception staff rota, manage Annual leave requests, ensuring adequate cover during periods of staff sickness or leave during all opening hours.
• To ensure that all practice staff are aware of the need for confidentiality, both of patient and practice information.
• Evaluating, organising and overseeing the staff induction programme.
• Working with the Reception Manager/Team Leaders to Line managing the administrative team, being responsible for timely and accurate appraisals and first line support for disciplinary and grievances.

• Recruitment, induction and training of new administrative staff and locum cover
• Practice statistics and feedback collection/analysing data
• Oversee and organise the workload in reception
• Arrange, attend and minute administrative staff meetings

Information Technology

• Registrations (alongside Reception Management/Team Leaders)
• Workflow Management
• Training and development of administrative staff
• Lead IT alongside the Management Team.
• Medical Report and Non-NHS Work Management
• Have full understanding of appointment system
• Have a working knowledge of all software and hardware
• Train staff in use of practice systems
• Reviewing and updating clinical templates ensuring they relate to current practice
• Ensure communication systems are running smoothly, clinicians, reception and administration staff are kept fully informed of changes in procedures
• Assist with production and upkeep of practice standard operating procedures
• Act as a central source of information

Operations & Compliance

• Supporting the practice operations manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
• Working as part of the Senior Leadership team, provide leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times
• Overseeing systems to ensure compliance with CQC regulations and standards
• Brief Practice and Business Manager on performance levels, advising actions to ensure high achievement across all areas
• Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare
• Develop and implement streamlined administrative procedures to enhance efficiency and productivity.
• Utilise phone systems for efficient communication and coordination.
• Manage office supplies, equipment maintenance, and facilities to support daily clinic operations.
• Ensure accurate record-keeping and data management, including patient records and administrative documents.
• Alongside the Team Leaders, oversee all reception duties, including patient check-ins, appointment bookings, repeat prescription requests, external / internal emails and handling general enquiries.
• Ensure that reception processes are carried out efficiently and consistently, with a strong focus on patient confidentiality and excellent customer service.

• Deal with verbal complaints or concerns in a calm, professional manner. Handle patient complaints or difficult situations with sensitivity and professionalism, escalating to the Practice Manager where appropriate.

• Act as the main point of contact between the reception team and the wider practice team, including GPs, nurses, and management.
• Liaise with external services such as pharmacies, community care teams, and secondary care providers where appropriate.
• Support the Business Manager and Practice Manager in maintaining compliance with policies, procedures, and CQC standards.

• Identify learning and development needs within the team and help arrange appropriate training opportunities.

• Alongside the Reception Manager / Team Leader, Lead, supervise, and support the reception team on a day-to-day basis.
• Encourage a positive, professional, and cohesive team culture.

• Monitor workload and workflows to ensure efficiency and equitable task distribution.
• Ensure that reception processes are consistent, secure, and compliant with data protection and confidentiality guidelines.

• Assist the Management team with administrative tasks, audits, and reporting.

Reception Management:

• Where appropriate, deputise for the Reception Manager
• Along with the Leadership team, supervise reception staff to ensure a welcoming and efficient front desk environment.
• Address any issues or concerns raised by patients or visitors in a timely and professional manner.
• Identify areas for improvement in reception services and recommend or implement changes.

Person Specification

Experience

Essential

• We are looking for an organised, confident and solutions-focused manager who can take ownership of operational challenges and bring people with them through change.
• Previous experience in an operations or Team Leader role in a GP surgery setting.
• Experience of managing and developing teams.
• Strong organisational and workload-management skills.
• Experience of monitoring performance.
• A good understanding of healthcare operational processes.
• Experience of improving systems and processes.
• Strong communication and interpersonal skills.
• The confidence to challenge constructively and make informed decisions.
• Excellent problem-solving and prioritisation skills.
• Strong IT and people management skills.
• An understanding of CQC, NHS contractual and healthcare governance requirements.

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

Stockbridge Village Medical Centre

Address

Leachcroft

Waterpark Drive

Liverpool

L28 3QA

United Kingdom

Employer's website

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

Job description

Job responsibilities

Team and Personnel Management

• Assistant to Practice Operations Manager
• Working with the Management Team, plan and co-ordinate the recruitment, induction and training of new staff.
• To assist in the preparation of a work rota for the doctors and arrange locum cover when necessary.
• To be responsible for the organisation of the reception staff rota, manage Annual leave requests, ensuring adequate cover during periods of staff sickness or leave during all opening hours.
• To ensure that all practice staff are aware of the need for confidentiality, both of patient and practice information.
• Evaluating, organising and overseeing the staff induction programme.
• Working with the Reception Manager/Team Leaders to Line managing the administrative team, being responsible for timely and accurate appraisals and first line support for disciplinary and grievances.

• Recruitment, induction and training of new administrative staff and locum cover
• Practice statistics and feedback collection/analysing data
• Oversee and organise the workload in reception
• Arrange, attend and minute administrative staff meetings

Information Technology

• Registrations (alongside Reception Management/Team Leaders)
• Workflow Management
• Training and development of administrative staff
• Lead IT alongside the Management Team.
• Medical Report and Non-NHS Work Management
• Have full understanding of appointment system
• Have a working knowledge of all software and hardware
• Train staff in use of practice systems
• Reviewing and updating clinical templates ensuring they relate to current practice
• Ensure communication systems are running smoothly, clinicians, reception and administration staff are kept fully informed of changes in procedures
• Assist with production and upkeep of practice standard operating procedures
• Act as a central source of information

Operations & Compliance

• Supporting the practice operations manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
• Working as part of the Senior Leadership team, provide leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times
• Overseeing systems to ensure compliance with CQC regulations and standards
• Brief Practice and Business Manager on performance levels, advising actions to ensure high achievement across all areas
• Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare
• Develop and implement streamlined administrative procedures to enhance efficiency and productivity.
• Utilise phone systems for efficient communication and coordination.
• Manage office supplies, equipment maintenance, and facilities to support daily clinic operations.
• Ensure accurate record-keeping and data management, including patient records and administrative documents.
• Alongside the Team Leaders, oversee all reception duties, including patient check-ins, appointment bookings, repeat prescription requests, external / internal emails and handling general enquiries.
• Ensure that reception processes are carried out efficiently and consistently, with a strong focus on patient confidentiality and excellent customer service.

• Deal with verbal complaints or concerns in a calm, professional manner. Handle patient complaints or difficult situations with sensitivity and professionalism, escalating to the Practice Manager where appropriate.

• Act as the main point of contact between the reception team and the wider practice team, including GPs, nurses, and management.
• Liaise with external services such as pharmacies, community care teams, and secondary care providers where appropriate.
• Support the Business Manager and Practice Manager in maintaining compliance with policies, procedures, and CQC standards.

• Identify learning and development needs within the team and help arrange appropriate training opportunities.

• Alongside the Reception Manager / Team Leader, Lead, supervise, and support the reception team on a day-to-day basis.
• Encourage a positive, professional, and cohesive team culture.

• Monitor workload and workflows to ensure efficiency and equitable task distribution.
• Ensure that reception processes are consistent, secure, and compliant with data protection and confidentiality guidelines.

• Assist the Management team with administrative tasks, audits, and reporting.

Reception Management:

• Where appropriate, deputise for the Reception Manager
• Along with the Leadership team, supervise reception staff to ensure a welcoming and efficient front desk environment.
• Address any issues or concerns raised by patients or visitors in a timely and professional manner.
• Identify areas for improvement in reception services and recommend or implement changes.

Person Specification

Experience

Essential

• We are looking for an organised, confident and solutions-focused manager who can take ownership of operational challenges and bring people with them through change.
• Previous experience in an operations or Team Leader role in a GP surgery setting.
• Experience of managing and developing teams.
• Strong organisational and workload-management skills.
• Experience of monitoring performance.
• A good understanding of healthcare operational processes.
• Experience of improving systems and processes.
• Strong communication and interpersonal skills.
• The confidence to challenge constructively and make informed decisions.
• Excellent problem-solving and prioritisation skills.
• Strong IT and people management skills.
• An understanding of CQC, NHS contractual and healthcare governance requirements.
• Experience with Emis and primary care is essential

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

Stockbridge Village Medical Centre

Address

Leachcroft

Waterpark Drive

Liverpool

L28 3QA

United Kingdom

Employer's website

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