Assistant Practice Manager

• Supporting the day-to-day operational running of the practice.
• Assisting with the management, supervision and development of reception and administrative staff.
• Coordinating staff rotas, annual leave, sickness absence and workforce availability.
• Supporting recruitment, induction, probation reviews, appraisals and performance management.
• Monitoring patient access, appointment availability, care navigation and service performance.
• Coordinating GP, ANP, paramedic and other clinical staffing rotas, including locum arrangements.
• Supporting CQC compliance, practice policies, health and safety and information governance.
• Overseeing administrative processes, including workflow, referrals, prescribing administration and clinical correspondence.
• Supporting QOF performance, enhanced services, contractual reporting and data quality.
• Assisting with complaints, significant events and service improvement activities.
• Supporting EMIS Web, IT systems and digital transformation.
• Providing operational management cover during the Practice Manager's absence, within agreed delegated responsibilities.

• Support the effective daily operation of the surgery.
• Identify and resolve operational issues, escalating significant concerns appropriately.
• Monitor staffing levels and coordinate operational cover.
• Assist with appointment systems, patient access arrangements and clinical capacity.
• Support the implementation and review of operational policies and procedures.
• Monitor administrative workloads, backlogs and service standards.
• Coordinate clinical meetings, room allocation and practice activities.

• Support sickness absence management, return-to-work meetings and annual leave planning.
• Undertake staff supervision, appraisals and probation reviews as delegated.
• Maintain accurate staff records and training compliance.
• Support the Practice Manager with formal HR processes where required.

• Monitor mandatory training, policy reviews and compliance requirements.
• Assist with the investigation and resolution of patient complaints.
• Support significant event reviews, incident reporting and associated learning.
• Contribute to risk assessments, health and safety and business continuity arrangements.
• Promote confidentiality, information governance and appropriate handling of patient information.

• Support QOF achievement, recall systems and data quality.
• Coordinate the administrative delivery of enhanced services.
• Assist with contractual claims, reporting and submissions.
• Identify opportunities to improve efficiency, patient access and practice income.
• Prepare operational reports and updates for the Practice Manager.

• Assist with the implementation of new digital systems and technologies.
• Support staff training and adoption of new systems.
• Participate in service improvement projects and practice development.

• Take ownership of delegated operational and administrative responsibilities.
• Provide management support and guidance to staff.
• Escalate significant financial, contractual, clinical or employment matters to the Practice Manager or appropriate GP Partner.

Essential

• Experience in a supervisory, team leader, senior administrative or management role.
• Experience coordinating staff rotas, workloads and competing operational priorities.
• Understanding of HR processes, including sickness absence, recruitment and staff development.
• Strong IT skills and confidence using administrative systems.
• Experience working in a busy, customer-facing or service-driven environment.

Desirable

• Previous experience working within NHS primary care, particularly general practice.
• Previous experience as an Assistant Practice Manager, Operations Manager or GP Practice Manager.
• Experience using EMIS Web.
• Knowledge of CQC requirements and NHS primary care contracts.
• Understanding of QOF, enhanced services and NHS reporting.
• Experience of clinical rotas, workforce planning and appointment systems.
• Experience of complaints handling and significant event processes.
• Relevant management qualification or training.
• Knowledge of NHS information governance and data protection requirements.

Essential

• Excellent organisational and time-management skills.
• Ability to work independently and use initiative.
• Strong interpersonal and communication skills.
• Ability to manage challenging situations professionally.
• Ability to prioritise and work effectively under pressure.
• Excellent attention to detail.
• Proactive approach to problem-solving and service improvement.
• Ability to maintain confidentiality and exercise sound judgement.