Office Manager

• Supervise the day-to-day work of Reception and Administration staff.
• Provide support, guidance and direction to staff members.
• Assist with staff training and development.
• Monitor staff performance and identify training or development needs.
• Support the induction of new members of staff.
• Assist with managing staff attendance, annual leave and other staffing requirements.
• Help ensure that appropriate staffing levels are maintained across Reception and Administration.
• Develop and maintain effective working relationships across the practice.
• Deal with day-to-day staff queries and escalate issues appropriately to the management team.

• Prepare and maintain clinical rotas on SystmOne.
• Prepare and maintain non-clinical staff rotas.
• Ensure adequate staffing levels are maintained to support the safe and effective running of the practice.
• Coordinate annual leave and other planned absences.
• Make appropriate arrangements to cover staffing gaps where required.
• Work with the Partners and management team to identify staffing requirements.

• Undertake reception and administrative duties as required.
• Provide support to the Reception and Administration teams during busy periods.
• Assist with patient queries and ensure appropriate signposting.
• Monitor administrative workflows and identify areas where processes can be improved.
• Ensure administrative tasks are completed accurately and within agreed timescales.
• Support the implementation and maintenance of practice procedures and systems.

• Utilise SystmOne confidently as part of the day-to-day management of administrative and reception processes.
• Support staff in the effective use of SystmOne.
• Assist with monitoring and improving administrative workflows within the clinical system.
• Use SystmOne reports and relevant functions to support practice management where required.

• Carry out regular Did Not Attend (DNA) monitoring.
• Monitor DNA activity and identify trends or recurring issues.
• Ensure appropriate action is taken in accordance with practice policy.
• Produce or maintain relevant reports and information for review by the management team.
• Support the implementation of improvements to reduce inappropriate DNAs.

• Maintain the practice FP69 notifications.
• Ensure patients are contacted to confirm address.
• Action accordingly.

• Maintain the practice Safeguarding Register.
• Ensure safeguarding information and records are maintained appropriately.
• Coordinate and/or hold regular safeguarding meetings.
• Ensure relevant actions arising from safeguarding meetings are recorded and followed up.
• Work closely with the practice safeguarding leads and wider team.
• Ensure safeguarding processes are appropriately incorporated into practice procedures and policies.
• Escalate safeguarding concerns appropriately and promptly.

• Assist the management team with the development, implementation and review of practice policies and procedures.
• Support the practice in maintaining appropriate documentation for CQC requirements.
• Ensure staff are aware of relevant policies and procedures.
• Assist with monitoring compliance with practice processes.
• Identify areas where procedures could be improved and bring these to the attention of the management team.
• Support the practice in maintaining an organised and audit-ready environment.

• Oversee the smooth running of the practice office on a daily basis.
• Manage administrative workstreams and ensure deadlines are met.
• Identify and resolve operational issues where possible.
• Liaise with external organisations and practice partners when required.
• Assist with the organisation of meetings and ensure actions are followed up.
• Support the management team with general administrative and operational duties.
• Maintain confidentiality at all times and ensure compliance with practice policies and relevant legislation.
• Undertake other reasonable duties appropriate to the role.

Essential

• Essential
• Excellent working knowledge of SystmOne.
• Experience of working within a GP practice or similar healthcare environment.
• Experience of supervising or managing staff.
• Excellent organisational and time-management skills.
• Ability to work independently and use initiative.
• Excellent communication and interpersonal skills.
• Confident dealing with staff, patients and external organisations.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Good IT skills.
• Ability to remain calm and professional under pressure.
• A flexible and positive approach to work.

Desirable

• Previous experience in a GP practice management or office management role.
• Previous staff training experience.
• Experience of managing Reception and/or Administration teams.
• Knowledge of CQC requirements and healthcare governance.