Office Manager

The Office Manager will be responsible for managing and

coordinating all aspects of practice functionality, optimising efficiency and

performance whilst supporting the delivery of safe, effective, and

patient-centred services.

Working collaboratively with the Practice Manager, GP

Partners, clinicians, and administrative teams, the post holder will:

reception and administration teams.

operational management of the practice.

planning, rotas, and staffing levels.

induction, training, and staff development.

and strategic planning.

ensuring they are handled professionally, sensitively, and in accordance

with NHS guidance and practice policies.

CQC, Information Governance, Health & Safety, and employment

legislation.

and service improvement initiatives.

vaccination campaigns and patient recall programmes.

improvement, QOF achievement, and enhanced service delivery.

continuous improvement, professionalism, teamwork, and excellent patient

care.

RESPONSIBLE TO: Practice Manager and GP Partners

To support the Practice

Manager and GP Partners in the effective operational management of the

practice, ensuring efficient communication between staff, patients, and all

members of the Primary Care Team.

responsible for the day-to-day management of reception and administrative

services, ensuring the practice delivers a professional, efficient, responsive,

and patient-centred service. The post holder will provide leadership to the

reception and administration teams, oversee patient services, manage

complaints, coordinate vaccination programmes, and support the practice in

achieving its strategic and contractual objectives.

Duties and

Responsibilities of the Post

1. Reception and

day-to-day operation of the reception and administration functions to ensure

the smooth running of the practice.

enquiries, requests, concerns, and complaints are handled efficiently,

professionally, and courteously.

support reception staff in providing excellent customer service.

scanning, record keeping, workflow management, and document distribution are

undertaken promptly and accurately.

and office areas are maintained to a high standard and remain clean, organised,

and professional.

queries and requests for assistance from patients, visitors, and external

agencies.

operations during periods of high demand where required.

practice telephone systems to ensure a prompt and efficient service is provided

to patients

appropriate out-of-hours answering messages are maintained and updated when

required.

processing and distribution of correspondence, prescriptions, and clinical

documentation.

medication records following hospital correspondence where appropriate.

administrative processes including referrals, hospital appointments, laboratory

specimens, and document management.

inventories and oversee ordering of office and reception supplies.

appointment systems and support effective utilisation of clinical capacity.

with clinicians and management to ensure the smooth operational delivery of

services.

planning and delivery of seasonal vaccination campaigns and national

immunisation programmes, including patient call and recall processes, clinic

scheduling, staffing arrangements, room allocation, vaccine stock monitoring,

uptake reporting, and liaison with the Primary Care Network and external

stakeholders.

operational support to the reception team and undertake reception duties where

required to maintain service delivery during periods of annual leave, sickness

absence, high demand, or unforeseen staffing pressures.

competency in all reception processes and systems to enable effective support

and business continuity.

for reception staff, demonstrating high standards of customer service,

professionalism, and patient care.

management and resolution of patient complaints, concerns, feedback, and

compliments in accordance with NHS guidance and practice procedures.

trends and patient feedback, implementing actions and service improvements

where required.

complaint records and provide reports to the Practice Manager and GP Partners.

engagement initiatives, including the Patient Participation Group (PPG), and

promote a culture of openness, learning, and continuous improvement.

external agencies, NHS organisations, and advocacy services where appropriate

effective administration and management of patient medical records.

timely registration and deduction of patients through relevant NHS systems.

incoming and outgoing correspondence is processed appropriately.

receipt, distribution, and secure handling of confidential information

with Data Protection legislation, Information Governance requirements, and

practice policies.

practice Caldicott Guardian function where delegated.

confidentiality and information security throughout the practice.

reception and administrative staff.

staffing levels and effective rota management at all times.

leave requests, sickness absence, welfare reviews, and return-to-work meetings.

workload analysis and workforce planning to ensure effective utilisation of

staff resources.

one-to-one meetings and annual appraisals.

training, development, and succession planning opportunities.

recruitment, onboarding, induction, and retention of staff.

training opportunities and promote staff wellbeing and professional

development.

disciplinary, capability, and grievance processes in conjunction with the

Practice Manager.

and Quality Improvement

Clinical Governance activities within the practice.

compliance with CQC requirements and quality standards.

review and implementation of practice policies and procedures.

on safeguarding and child protection processes within the practice.

quality improvement projects, and service reviews.

arising from meetings, inspections, audits, and governance reviews are

completed.

compliance with mandatory training requirements and support systems that

improve patient safety and service quality

Practice Manager to ensure compliance with Health and Safety legislation.

review risk assessments.

prevention and control processes.

aware of their Health and Safety responsibilities.

environment for patients, staff, and visitors.

7. Communication and

actively participate in management and practice meetings.

and operational updates as required.

organisations, the ICB, PCN, Sunderland LMC, secondary care providers, and

external agencies as appropriate.

communications including newsletters, patient information, website updates, and

service announcements.

effective working relationships with all members of the Primary Care Team.

Practice Manager when neccessary

delivery of practice objectives, service developments, and business planning

activities.

delegated management responsibilities as required.

arising from practice, locality, and multidisciplinary meetings.

In the course of your work,

you will have access to confidential information relating to patients, staff,

and the business of the practice. All such information must be treated in the

strictest confidence and must not be disclosed to any unauthorised person.

Failure to maintain

confidentiality or misuse of personal information will be treated as a serious

disciplinary matter and may result in dismissal.

The duties and

responsibilities outlined above are not intended to be exhaustive. The post

holder may be required to undertake any other duties commensurate with the

grade and nature of the post as reasonably requested by the Practice Manager or

GP Partners.

Hetton Group Practice is a busy, forward-thinking GP

practice caring for approximately 12,000 patients.

Our Team consists of

including: 2 Practice Nurses, 1 Student Nursing Associate, 2 Healthcare

experienced administration and reception team supporting the delivery of

high-quality patient care

We are an established training practice for both GP

Registrars and Medical Students.

The practice uses EMIS Web as its clinical system and a

range of digital services including Accurx, eConsult and Clarity TeamNet to

support patient care and operational efficiency.

Skills

Desirable: - EMIS Web user skills.; - Knowledge of NHS contractual requirements.; - Experience producing management reports and analysing operational data.

Behaviours

Desirable: - Commitment to service innovation and development.; - Commitment to supporting staff development and wellbeing.

Qualifications

Essential: - Management qualification or significant management experience.; - GCSE English and Maths Grade C/4 or equivalent.

Desirable: - Leadership qualification.; - Evidence of continuing professional development.

Experience