About this role
Job summary
The SMT Coordinator provides high-level operational and coordination support to the Senior Management Team (SMT), helping to ensure the effective and efficient running of the practice. The post holder coordinates a broad range of operational, administrative, workforce, IT, clinical systems and communication functions.
The post holder acts as a key link between the SMT and the wider practice team, ensuring agreed actions are followed through, systems and processes are maintained, and operational issues are identified, addressed or appropriately escalated.
The role requires a high degree of organisation, initiative, confidentiality and professional judgement. The post holder will work independently within agreed parameters while recognising when matters require escalation to the appropriate member of the SMT.
The SMT Coordinator is not a line manager and does not hold formal management responsibility for members of staff unless specifically delegated by the SMT. The post holder works closely alongside the Senior Management Team, coordinating agreed actions, processes and operational activity.
The post holder is expected to exercise initiative within their area of responsibility, maintain confidentiality and professional standards, and escalate matters requiring clinical, managerial, financial or strategic decision-making to the appropriate member of the SMT.
Main duties of the job
Coordinate meetings, including weekly clinical meetings, maintain records and track action. Coordinate clinical staff leave, absences and rotas for doctors, pharmacists, physician associates, nurses and HCAs, following management approval Arrange authorised locum cover and coordinate onboarding, induction and leaver processes for staff, trainees and locums Arrange system access, email accounts and Smartcards for starters and locums Provide first-line IT support for practice systems Manage user accounts, access permissions, password resets and IT service desk requests Coordinate Smartcard queries, system updates and IT equipment records Monitor systems and escalate faults or concerns Order stationery and printer supplies and maintenance Manage staff notices, system updates and operational reminders Maintain the practice website and patient-facing media content Produce operational reports, including telephone call volumes and queue times Maintain accurate records and identify recurring issues for the SMT Respond to routine patient enquiries and resolve administrative concerns within the roles remit
Record concerns appropriately and escalate complaints, clinical issues and complex matters to the relevant manager
About us
Our supportive practice is proud to have an excellent well-established team, with a fantastic team working environment, with support for staff and supervision being paramount to patient care. We are proud of our team, which is well-led, meets regularly not only for educational and practice meetings, but also socially, enjoying excellent working relationships with each other and with other staff from our varied multidisciplinary team. This is an exciting opportunity to work in an Outstanding CQC rated practice and GP Access Centre delivering high quality patient care in State of the Art Premises. We are the largest of 7 practices forming Healthsense Primary Care Network (PCN), which has an excellent reputation for teaching, training and high-quality patient care.
By joining us you will also benefit from:
Being part of an excellent well-established team, which is social and supportive
NHS pension
a comprehensive induction and orientation programme
Job description Job responsibilities
Provide day-to-day operational and coordination support to the SMT.
Organise and coordinate meetings, including weekly clinical meetings.
Support the smooth running of meetings and maintain appropriate records.
Track actions arising from meetings and ensure agreed follow-up is completed.
Coordinate communications and actions between the SMT and wider practice team.
Identify outstanding actions, risks or operational issues and escalate where appropriate.
Support implementation of decisions and agreed operational changes
Workforce and Staffing Coordination
Maintain and coordinate clinical staffing and absence systems.
Coordinate annual leave, study leave and absences for Doctors, Pharmacists, Physician Associates, Nurses and HCAs in line with agreed processes.
Create and maintain nursing and HCA rotas following appropriate management approval.
Arrange locum cover to support continuity of services.
Support onboarding and induction of new staff, trainees, registrars and locums.
Coordinate access to required systems and services for new starters.
Coordinate leaver processes, including account closure and completion of outstanding tasks.
Coordinate Smartcard access and related processes for new starters and locums.
IT and Clinical Systems Coordination Act as a first point of contact for routine IT and system-related issues within the practice.
Troubleshoot routine hardware and software issues and escalate where necessary.
Support staff with EMIS, AccuRx, ICE, Surgery Connect, Phonebar and other practice systems.
Create and manage user accounts and access profiles.
Raise and manage IT service desk tickets, including joiners, leavers, hardware/software requests and password resets.
Coordinate IT clearance and access requirements.
Monitor systems such as iMonit and CCTV and escalate concerns appropriately.
Ensure EMIS and Windows updates are completed and issue reminders where required.
Maintain records of practice/CCG-issued laptops and other IT assets.
Support Smartcard access, unlocking and related queries.
Ensure staff have timely access to necessary clinical and administrative systems.
Practice Administration and Operational Support Coordinate ordering of stationery, toners and printer drums.
Manage printer-related issues and coordinate toner and drum changes.
Arrange collection and disposal/return of old stock and equipment as required.
Coordinate courier arrangements and maintain associated processes.
Maintain document archives and support appropriate document management.
Carry out mail merges and other administrative processes as required.
Monitor and maintain photocopying processes and usage.
Support the smooth running of the practice's administrative infrastructure.
Communication and Information Management Manage internal staff communications, including system updates, reminders and staff notifications.
Upload and maintain appropriate content on patient-facing media systems.
Maintain and update the practice website as required.
Ensure relevant information is communicated to staff in a timely and appropriate manner.
Produce reports relating to operational activity, including inbound calls and queue times.
Maintain accurate records and information to support management decision-making.
Patient and Service Support Handle and resolve patient complaints and concerns received face-to-face and by telephone, within the scope of the role.
Escalate complaints or concerns to the appropriate member of the SMT when required.
Support the practice in maintaining a responsive and patient-focused service.
Identify recurring operational issues and bring these to the attention of the SMT.
New Starters, Trainees and Locums Coordinate system access and administrative requirements for new starters.
Support email, EMIS and induction processes.
Set up accounts and access across relevant practice systems.
Coordinate arrangements for trainee pharmacists, registrars and other trainees.
Coordinate Smartcard access and associated documentation.
Ensure new staff receive timely access to the systems and resources required for their role.
Compliance, Processes and Continuity Support the SMT in maintaining effective operational processes.
Monitor completion of routine system updates and other required actions.
Maintain appropriate records and documentation.
Support continuity of services through effective workforce and operational coordination.
Arrange appropriate locum cover when required.
Identify gaps, risks or operational problems and escalate them appropriately.
Contribute to the review and improvement of practice processes.
Person Specification
Communication Essential
Excellent written and verbal communication; ability to communicate professionally with staff, patients and external organisations.
Desirable
Experience communicating with clinicians and senior managers; experience dealing with complaints.
IT & System Essential
High level of IT literacy; confidence learning new systems; ability to troubleshoot routine IT/system issues.
Desirable
Experience with EMIS, AccuRx, ICE, Surgery Connect or similar; NHS Smartcards; user accounts and IT service desk systems.
Experience Essential
Experience in a busy administrative, coordination or operational environment; managing competing priorities; handling confidential information; working independently.
Desirable
NHS/primary care experience; supporting a senior management/leadership team; coordinating rotas, meetings or workforce arrangements.
Organisation Essential
Excellent organisation and time management; ability to prioritise, meet deadlines and follow actions through to completion.
Desirable
Experience developing or improving administrative processes.
Team Working Essential
Ability to work effectively with colleagues at all levels and build positive working relationships.
Desirable
Experience working across clinical and administrative teams.
Qualifications Essential
Good standard of general education or equivalent experience.
Desirable
Relevant administration, business, management or IT qualification.
Problem Solving Essential
Ability to identify problems, find solutions and recognise when escalation is required; able to work calmly under pressure.
Desirable
Experience resolving operational or systems issues.
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 Pinn Medical Centre
Address 37 Love Lane
Pinner
Middlesex
HA5 3EE
United Kingdom
Employer's website https://www.thepinn.co.uk (Opens in a new tab)