About this role
Job summary
An exciting opportunity has arisen for an experienced, motivated, and forward-thinking individual to join our friendly and progressive practice as Office Manager.
Working closely with the GP Partners and practice manager, the successful candidate will be responsible for overseeing the day-to-day operational management of the practice, ensuring the delivery of high-quality patient services whilst supporting the continued development of the organisation.
This is a varied and rewarding role requiring a confident leader with excellent organisational, communication, and people management skills. You will be responsible for leading and supporting reception and administration teams, driving operational efficiency, ensuring compliance with regulatory requirements, and contributing to the strategic objectives of the practice.
The ideal candidate will be approachable, resilient, adaptable, and able to work effectively in a busy healthcare environment whilst maintaining high standards of patient care and staff support.
Main duties of the job
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:
Lead and manage the reception and administration teams.Oversee the day-to-day operational management of the practice.Manage workforce planning, rotas, and staffing levels.Coordinate recruitment, induction, training, and staff development.Support organisational and strategic planning.Lead the management of patient complaints and concerns, ensuring they are handled professionally, sensitively, and in accordance with NHS guidance and practice policies.Ensure compliance with CQC, Information Governance, Health & Safety, and employment legislation.Oversee patient services and service improvement initiatives.Coordinate seasonal vaccination campaigns and patient recall programmes.Support quality improvement, QOF achievement, and enhanced service delivery.Promote a culture of continuous improvement, professionalism, teamwork, and excellent patient care.
About us
Hetton Group Practice is a busy, forward-thinking GP practice caring for approximately 12,000 patients.
Our Team consists of:
6 GP Partners3 Salaried GPsA full nursing team including: 2 Practice Nurses, 1 Student Nursing Associate, 2 Healthcare AssistantsA dedicated and experienced administration and reception team supporting the delivery of high-quality patient careWe 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.
Job description Job responsibilities
RESPONSIBLE TO: Practice Manager and GP Partners
JOB PURPOSE:
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.
The Office Manager will be 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 Administration Management
Oversee the day-to-day operation of the reception and administration functions to ensure the smooth running of the practice.Ensure patient enquiries, requests, concerns, and complaints are handled efficiently, professionally, and courteously.Monitor and support reception staff in providing excellent customer service.Ensure filing, scanning, record keeping, workflow management, and document distribution are undertaken promptly and accurately.Ensure reception and office areas are maintained to a high standard and remain clean, organised, and professional.Respond to queries and requests for assistance from patients, visitors, and external agencies.Support reception operations during periods of high demand where required.Oversee the practice telephone systems to ensure a prompt and efficient service is provided to patientsEnsure appropriate out-of-hours answering messages are maintained and updated when required.Oversee the processing and distribution of correspondence, prescriptions, and clinical documentation.Update patient medication records following hospital correspondence where appropriate.Monitor administrative processes including referrals, hospital appointments, laboratory specimens, and document management.Maintain inventories and oversee ordering of office and reception supplies.Manage appointment systems and support effective utilisation of clinical capacity.Liaise closely with clinicians and management to ensure the smooth operational delivery of services.Coordinate the 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.Provide 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.Maintain competency in all reception processes and systems to enable effective support and business continuity.Act as a role model for reception staff, demonstrating high standards of customer service, professionalism, and patient care.
2. Patient Services and Complaints Management
Lead on the management and resolution of patient complaints, concerns, feedback, and compliments in accordance with NHS guidance and practice procedures.Monitor complaint trends and patient feedback, implementing actions and service improvements where required.Maintain accurate complaint records and provide reports to the Practice Manager and GP Partners.Support patient engagement initiatives, including the Patient Participation Group (PPG), and promote a culture of openness, learning, and continuous improvement.Liaise with external agencies, NHS organisations, and advocacy services where appropriate
3. Medical Records and Information Governance
Ensure the effective administration and management of patient medical records.Oversee the timely registration and deduction of patients through relevant NHS systems.Ensure all incoming and outgoing correspondence is processed appropriately.Manage the receipt, distribution, and secure handling of confidential informationEnsure compliance with Data Protection legislation, Information Governance requirements, and practice policies.Support the practice Caldicott Guardian function where delegated.Promote confidentiality and information security throughout the practice.
4. Human Resources and Workforce Management
Line manage reception and administrative staff.Ensure adequate staffing levels and effective rota management at all times.Manage annual leave requests, sickness absence, welfare reviews, and return-to-work meetings.Undertake workload analysis and workforce planning to ensure effective utilisation of staff resources.Conduct regular one-to-one meetings and annual appraisals.Identify training, development, and succession planning opportunities.Support recruitment, onboarding, induction, and retention of staff.Facilitate training opportunities and promote staff wellbeing and professional development.Support disciplinary, capability, and grievance processes in conjunction with the Practice Manager.
5. Governance, Compliance and Quality Improvement
Lead and support Clinical Governance activities within the practice.Support compliance with CQC requirements and quality standards.Coordinate the review and implementation of practice policies and procedures.Lead and advise on safeguarding and child protection processes within the practice.Support audits, quality improvement projects, and service reviews.Ensure actions arising from meetings, inspections, audits, and governance reviews are completed.Monitor compliance with mandatory training requirements and support systems that improve patient safety and service quality
6. Health and Safety
Work with the Practice Manager to ensure compliance with Health and Safety legislation.Coordinate and review risk assessments.Support infection prevention and control processes.Ensure staff are aware of their Health and Safety responsibilities.Promote a safe environment for patients, staff, and visitors.
7. Communication and Partnership Working
Attend and actively participate in management and practice meetings.Prepare reports and operational updates as required.Liaise with NHS organisations, the ICB, PCN, Sunderland LMC, secondary care providers, and external agencies as appropriate.Support practice communications including newsletters, patient information, website updates, and service announcements.Maintain effective working relationships with all members of the Primary Care Team.8. Other ResponsibilitiesDeputise for the Practice Manager when neccessarySupport the delivery of practice objectives, service developments, and business planning activities.Undertake delegated management responsibilities as required.Complete actions arising from practice, locality, and multidisciplinary meetings.
Confidentiality
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.
Other Duties
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.
Person Specification
Skills Essential
Excellent communication and interpersonal skills (verbal, written and presentation). Excellent IT skills. Strong organisational and time management skills. Leadership and people management skills. Problem-solving and decision-making skills. Ability to prioritise workload and meet competing deadlines. Conflict management skills. Ability to motivate, support and develop staff. Ability to delegate effectively and lead the work of others. Strong customer service and patient care skills. Ability to manage sensitive and confidential information appropriately.
Desirable
EMIS Web user skills. Knowledge of NHS contractual requirements. Experience producing management reports and analysing operational data.
Behaviours Essential
Planning and organising. Ability to work under pressure and meet deadlines. Adaptability to change. Team working. Self-motivated and proactive. Flexible approach to work. Professional and approachable manner. Confidentiality and integrity. Awareness of potential conflicts of interest. Ability to delegate effectively and lead others. Commitment to Equality, Diversity and Inclusion. Ability to build positive working relationships. Commitment to continuous improvement and high-quality patient care. Resilient and able to manage challenging situations professionally.
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 Essential
Knowledge and experience of a full range of practice administrative procedures within a GP Practice environment. Experience of managing multidisciplinary teams. Experience of staff recruitment, induction, appraisal, performance management and HR processes. Experience of managing sickness absence, annual leave and workforce planning. Experience of handling patient complaints and implementing service improvements. Experience of organisational planning and service development. Experience of ongoing professional development.
Desirable
Experience working in a GP Practice management role. Experience of CQC inspection preparation and compliance. Experience of QOF and Enhanced Services management. Experience of coordinating seasonal vaccination programmes. Experience of EMIS Web administration. Experience of chairing meetings and preparing reports.
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 Hetton Group Practice
Address Francis Way
Hetton le Hole
Tyne and Wear
DH5 9EZ
United Kingdom
Employer's website http://www.hettongp.nhs.uk (Opens in a new tab)