Job description

Job responsibilities

Key Responsibilities

Leadership & Team Management

Lead, manage, motivate and support the administrative, secretarial and reception team and liaise with HR specialists as required

Oversee recruitment, supervision, training and performance management

Provide visible leadership and effective support to staff, resolving issues promptly

Arrange, chair and minute meetings as required

Promote a positive, collaborative working culture

Operational Oversight

Manage day to day operations to ensure efficient, high quality patient services

Oversee appointment and access systems

Support the management of clinical systems (TPP) and telephony system

Ensure smooth running of facilities, maintenance, security, health & safety and infection control

Deputise for the Practice Manager in their absence

Patient Experience

Lead and manage patient complaints in line with NHS complaints procedure, significant events and incidents, patient feedback and patient reference group.

Lead Practice communications, including website, newsletters, social media, and the Practice leaflet.

Regulation, Compliance & Quality

Ensure compliance with CQC standards, NHS regulations, Practice policies and data protection requirements

Implement and review Practice policies and procedures

Drive quality improvement initiatives, audits and service development

Liaise with CQC, the PCN, ICS and NHS England as required

Finance & Resources

Process payments, raise invoices, support budget management and financial performance monitoring

Manage procurement of supplies and equipment, stock control and cost effective resource management

Communication and Collaboration

Build strong relationships with internal and external stakeholders

Support effective communication across the Practice, including patient engagement

Review

This job description may be reviewed and updated to reflect the needs of the Practice.

Person Specification

Skills, Knowledge and Attributes

Essential

• Strong leadership, organisational and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to manage competing priorities and remain calm under pressure
• Understanding of governance, confidentiality and data protection
• Ability to lead change, improve processes and drive service development
• Commitment to delivering high standards of patient care and service quality

Desirable

• Knowledge of NHS structures, primary care contracts and CQC standards
• Experience in staff training, development and performance management
• Experience supporting organisational change or service redesign
• Experience
• Essential
• Proven experience in a senior management or operational management role
• Demonstrated ability to lead, manage and develop teams
• Experience overseeing daily operations within a complex setting
• Experience in financial management and budgeting
• Confident using digital systems and data to support service delivery
• Experience working within governance, regulatory or compliance frameworks
• Desirable
• Experience in healthcare, NHS or public-sector environments
• Experience within general practice or primary care
• Familiarity with patient access/triage systems (e.g., Total Triage)
• Experience with performance reporting, audits or quality improvement
• Experience engaging with external partners and healthcare organisations

Qualifications

Essential

• Essential
• GCSE Grade AC or equivalent in Maths and English
• Educated to diploma level or equivalent relevant management experience
• Evidence of ongoing professional development

Desirable

• Management or leadership qualification (ILM, CMI or equivalent)
• Training or qualifications in healthcare management, HR or finance

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

Stonehill Medical Centre

Address

Stonehill Medical Centre

Piggott Street

Farnworth

Bolton

BL4 9QZ

United Kingdom

Employer's website

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