Job description

Job responsibilities

Job Summary

The post holder is responsible for the day-to-day management and coordination of the reception and administration team, ensuring the efficient and professional running of front-of-house services.

This includes oversight of the appointment system, patient access, and administrative workflows, while delivering a high standard of patient care and supporting the wider practice team.

The role acts as the key link between reception staff, clinicians, and management to ensure safe, responsive, and effective service delivery.

Key Responsibilities

1. Reception & Operational Management

• Oversee the daily running of the reception function, ensuring smooth patient flow and efficient service delivery
• Ensure all reception and administration processes are completed accurately and in line with practice protocols
• Monitor and improve workflows to enhance access and efficiency
• Maintain a clean, organised, and professional reception and waiting area

2. Appointment System & Access Management

• Take lead responsibility for the appointment book EMIS
• Set up and maintain clinical rotas
• Manage appointment availability and clinic templates
• Monitor demand and capacity
• Coordinate changes (leave, sickness, urgent clinics)
• Support delivery of access targets and improve patient access routes

3. Team Leadership & Supervision

• Line manage and supervise the reception
• Coordinate staff rotas ensuring adequate cover at all times
• Support recruitment, induction and training of new staff
• Provide ongoing coaching, supervision and performance support
• Act as first point of escalation for staff queries and issues

4. Patient Services & Experience

• Act as the first point of contact for patients where required
• Manage complex or escalated patient queries and complaints
• Ensure all patient interactions are:
• Professional
• Confidential
• Respectful
• Promote excellent customer care and patient satisfaction

5. Administration & Workflow Oversight

• Oversee:
• Appointment bookings and cancellations
• Workflow, scanning and document handling
• Message handling between patients and clinicians
• Ensure timely and accurate processing of all administrative tasks
• Monitor team workload and reallocate tasks where required

6. Communication & Liaison

• Act as a key link between:
• Reception/admin team
• GPs and clinical staff
• External agencies
• Ensure clear communication of updates, changes, and priorities
• Support implementation of new systems and processes

7. Quality, Governance & Compliance

• Ensure adherence to:
• CQC standards
• Practice policies and SOPs
• GDPR and confidentiality requirements
• Support audits, reporting, and service improvement
• Manage complaints relating to reception services

8. IT & Systems

• Ensure effective use of clinical systems
• Support staff training in system use
• Troubleshoot basic IT/admin issues and escalate where required

9. General Duties

• Provide reception cover when required
• Attend meetings and contribute to service improvement
• Undertake any other duties appropriate to the role

Person Specification (brief)

Essential:

• Supervisory/management experience

• Strong organisational and leadership skills
• Excellent communication and patient-facing skills
• Ability to work under pressure

Desirable:

• Understanding of primary care access models
• Experience with complaints handling
• Experience in GP practice
• Knowledge of appointment systems EMIS

Key Outcomes / KPIs

• Appointment utilisation rates
• Patient access and waiting times
• Call handling performance
• Patient feedback/complaints
• Staff training completion and absence management

Person Specification

Experience

Essential

• Must have had experience of working in a busy GP Practice and be familiar with the day to day running and strategy

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

Queensway Medical Centre

Address

Queensway

Poulton-le-fylde

Lancashire

FY6 7ST

United Kingdom

Employer's website

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

Job description

Job responsibilities

Job Responsibilities

The Practice Manager will be responsible for the overall day-to-day running of Queensway Medical Centre, working closely with the GP Partners and management team to make sure the practice runs smoothly and continues to provide high-quality care for our patients.

• Work with the GP Partners to plan and develop the practice and put agreed priorities into action.

• Keep an eye on practice performance, including QOF, enhanced services and NHS contractual requirements.

• Review and improve practice systems and processes, making sure they work well for both staff and patients.

• Support and lead the management team, making sure responsibilities are shared appropriately and things get done.

• Take the lead on HR matters across the practice, supporting staff and managers with day-to-day issues.

• Oversee recruitment, induction, training, development, performance and absence management.

• Make sure staff are supported and that HR policies are applied fairly and consistently.

• Promote a positive working environment where staff feel valued and supported.

• Ensure the practice continues to meet CQC, Information Governance, GDPR, Health & Safety and safeguarding requirements.

• Oversee practice policies, audits, risk assessments, significant events, incidents and complaints.

• Support ongoing CQC readiness and make sure actions and improvements are followed through.

• Ensure EMIS Web and other practice systems are used effectively and safely.

• Work closely with the GP Partners on the future development of the practice and delivery of agreed plans.

• Build good working relationships with the PCN, ICB and other organisations.

• Encourage a friendly, open and supportive culture across the whole practice team.

Person Specification

Experience

Essential

• Essential
• Managing, supervising and developing staff, including recruitment, induction, performance management and handling staff issues.
• Experience of managing day-to-day operations, implementing policies and improving efficiency and quality of services.
• Competent use of IT, including Microsoft Office.
• Excellent verbal and written communication skills, with the ability to communicate effectively with patients, staff, clinicians and external organisations.

Desirable

• Desirable
• Previous experience specifically as a Practice Manager, Deputy Practice Manager, Business Manager or Operations Manager in general practice.
• Good understanding of primary care/healthcare services and the operational requirements of a GP practice.
• Knowledge of NHS Primary care contracts, PCNs, ICBs and relevant NHS policies and frameworks.
• Experience with clinical/practice systems such as EMIS & Teamnet
• Experience working with CQC requitements and preparing for inspections or regulatory reviews.
• Experience of monitoring performance against objective, target and key performance indicators.
• Ability to lead, motivate and support a diverse team and promote a positive working culture.
• Understanding of safeguarding adults and children

Qualifications

Essential

• GCSE grades A-C or equivalent
• A good standard of education with excellent literacy and numeracy skills

Desirable

• Educated to degree level in healthcare or business.
• Leadership and/or management qualification.

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

Queensway Medical Centre

Address

Olympic Way

Wellingborough

Northants

NN8 3QE

United Kingdom

Employer's website

https://www.queenswaymedicalcentre.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Main Responsibilities

Manage the repeat prescribing reauthorisation process by reviewing requests for repeat prescriptions and medicines reaching review dates; make necessary changes as an independent prescriber, and ensure patients are booked in for necessary monitoring tests where required.

Reconcile medicines following hospital discharge, identify and rectify unexplained changes, perform a clinical medication review, including dose titration and booking of follow-up tests and work with patients and community pharmacists to ensure patients receive the medicines they need post discharge.

Manage patients and health care professionals medicine queries, including providing telephone patient advice.

Support the Practice to deliver on QOF and locally commissioned services.

Run own special interest clinics where responsible for prescribing as an independent prescriber for conditions where medicines have a large component.

Provide medicines information and training to Practice healthcare professionals and admin staff.

Review daily Pathology results for patients on known medicines.

Lead as a source of medicines information for all the practice team and patients (e.g. doses, side effects and out of stock queries)

Lead on changes in evidence-based prescribing.

Contribute to reductions in medicine related hospital admissions and readmissions by supporting patients to get the best outcomes from their medicines and identifying and addressing medicines related issues.

Develop and manage new services that are built around new medicines or NICE guidance where a new medicine/recommendations allow the development of a new care pathway (eg DOACs)

Plan, manage, monitor, advise and review general pharmaceutical care programmes for patients in core areas including long term conditions.

Person Specification

Qualifications

Essential

• Completion of an undergraduate degree in Pharmacy, and
• registration with the General Pharmaceutical Council.
• Member of the Royal Pharmaceutical Society (RPS)
• Member of or working towards (through foundation) RPS
• Faculty membership
• Independent prescribing qualification

Desirable

• Extensive post qualification experience working with patients and the multidisciplinary healthcare team.
• In-depth clinical knowledge of medicines and applied therapeutics.
• An appreciation of the nature of General Practice.
• Excellent interpersonal and communication skills.
• Good IT skills.
• An awareness of the breadth of common acute and long-term conditions that are likely to be seen in a general medical practice.
• Previous General Practice or Hospital experience is essential.
• Recognises priorities when problem solving and identifies deviations from the normal pattern and can refer to GPs when appropriate.
• Work effectively independently and as a team member.
• Demonstrates accountability for delivering professional expertise and direct service provision.

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Queensway Medical Centre

Address

Queensway

Poulton-le-fylde

Lancashire

FY6 7ST

United Kingdom

Employer's website

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