KEY RESPONSIBILITIES

Operational & Administrative Management

- Support the smooth and efficient running of the practice, dynamically balancing competing priorities and adapting to workload and staffing pressures
- Undertake and oversee administrative tasks as delegated by the Practice Manager and Lead GP
- Ensure appropriate delegation of tasks to the most suitable team members or professionals
- Contribute to continuous improvement in administrative processes, including increasing automation and the use of digital tools
- Duties may vary in response to operational demands and service needs
- Deputise for the Practice Manager in their absence, ensuring continuity of operations and decision-making

Finance and Claims Management

- Manage Prescription Pricing Authority (PPA) claims, ensuring: All claims are accurate and submitted to PCSE by the 5th of each month All prescriptions are correctly processed and included Regular review and updating of claimable drugs in collaboration with the Practice Nurse
- Submit quarterly Local Enhanced Service (LES) claims accurately and on time
- Support the Practice Manager in ensuring financial processes are efficient and compliant

Workforce Coordination and Leadership

- Support the coordination of staffing to meet service demand, including liaising with GPs and associated staff to ensure appropriate cover for enhanced access sessions
- Provide supervision and leadership to administrative and reception teams
- Act as a positive role model, fostering a supportive, collaborative team culture
- Support recruitment processes and lead on the induction of new staff
- Promote ongoing staff development, including participation in learning and educational activities




- Support staff development through training in clinical systems, data quality, and basic IT competencies

Patient Services

- Ensure high-quality patient service delivery and experience
- Support the handling and resolution of patient queries and complaints
- Act as a point of escalation for complex administrative or service issues

Governance, Quality & Compliance (including confidentiality and information governance)

- Support compliance with CQC standards and NHS contractual requirements
- Assist with audits, data quality, and service improvement initiatives
- Maintain awareness of confidentiality, information governance, and data protection regulations
- Support the production of data and information for clinical audit and quality improvement activities, in collaboration with clinical leads and subgroups
- Promote the effective maintenance and validation of disease registers, supporting staff to understand their importance in delivering high-quality patient care and meeting contractual requirements
- Maintain strict confidentiality in relation to patient, staff, and organisational information at all times
- Handle personal and sensitive data in accordance with data protection legislation (GDPR) and practice policies




- Ensure information is only shared with authorised individuals on a need-to-know basis
- Contribute to continuous quality improvement and risk management within the practice
- Identify and elevate quality or safety concerns appropriately
- Reflect on performance and contribute ideas to improve team effectiveness and service delivery
- Work collaboratively with internal and external stakeholders to improve patient outcomes
- Manage time and resources effectively to support service delivery

IT & Systems Development

- Support the optimisation of clinical and administrative systems
- Promote and implement improvements in digital working and automation
- Ensure accuracy and efficiency in data handling and reporting
- Identify and recommend system and infrastructure improvements, including hardware and software upgrades, to enhance efficiency and service delivery
- Act as a liaison with external IT providers (e.g. ICB and NHS IT support services) to ensure timely resolution of system, hardware, and software issues
- Provide training and ongoing support to staff in the effective use of clinical systems (e.g. EMIS/SystmOne), ensuring secure and efficient utilisation
- Support staff in resolving basic IT issues, including PCs, printers, and common system problems, escalating where necessary
- Promote and support adherence to data quality standards, ensuring staff understand and follow best practice in data entry and record management

Strategic & Organisational Support

- Support delivery of practice objectives and service developments
- Contribute to planning and implementation of new initiatives
- Represent the practice in meetings where appropriate

Communica

📌 Deputy Practice Manager (Kimberley)
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📍 Kimberley