About this role
Job summary
To provide comprehensive administrative, governance, compliance, reporting and communication support to the Business Manager and wider management team. The post holder will coordinate key administrative functions, support regulatory compliance and quality assurance activities, undertake audits and data analysis, maintain governance systems, coordinate communications, and provide effective organisational support to ensure the efficient operation of the practice.
The Management Assistant will work proactively across multiple areas of the practice, supporting continuous quality improvement, regulatory compliance, staff engagement, operational effectiveness and strategic business objectives.
Main duties of the job
Assist the Business Manager in ensuring the practice meets contractual, regulatory and statutory requirements. Support the maintenance of CQC compliance systems and evidence repositories. Coordinate and monitor governance action plans. Undertake governance, compliance and quality audits as directed. Support the production of action plans, reports and quality improvement initiatives. Assist with preparation for CQC inspections and external reviews. Monitor compliance with practice policies and procedures. Support management and reporting of Key Performance Indicators (KPIs). Assist in maintaining risk registers, business continuity plans and governance documentation. Support information governance, GDPR and confidentiality compliance activities.
About us
Harborne Medical Practice is a lively, modern and well-established teaching practice in the centre of Harborne. As well as excellent general practice and nursing provision, our services also include the following
Weekend and evening provision through our Hub
Specialist mental health practitioners
MSK / physiotherapy
Clinical Pharmacy
Social Prescribing
Phlebotomy
Minor Surgery
Sexual health
Asthma care
Diabetes care
COVID vaccine centre
We are part of the Harborne PCN and have a fantastic family-friendly staff team consisting of 7 GP partners, 5 salaried GPs, 30 administrative, secretarial and nursing staff and have approximately 16,000 patients on our list. Our great clinical team is supported by a number of allied health professionals.
Our lovely practice has expanded in the last few years, with the addition of 8 clinical spaces and an IT suite and the practice can now offer 20 clinical rooms. We are known for our modern, progressive approach to both the provision of patient care and support for our staff team. We see ourselves as highly innovative, taking great pride in everything we do and are rated Good by CQC.
Job description Job responsibilities
Governance, Compliance and Quality
The post holder will:
Assist the Business Manager in ensuring the practice meets contractual, regulatory and statutory requirements. Support the maintenance of CQC compliance systems and evidence repositories. Coordinate and monitor governance action plans. Undertake governance, compliance and quality audits as directed. Support the production of action plans, reports and quality improvement initiatives. Assist with preparation for CQC inspections and external reviews. Monitor compliance with practice policies and procedures. Support management and reporting of Key Performance Indicators (KPIs). Assist in maintaining risk registers, business continuity plans and governance documentation. Support information governance, GDPR and confidentiality compliance activities.
Policy and Procedure Coordination
The post holder will:
Maintain the practice policy library. Coordinate annual policy reviews and version-control processes. Liaise with managers and policy owners to ensure policies remain current and compliant. Draft, update and format policies, procedures, protocols and Standard Operating Procedures (SOPs). Monitor policy review schedules and escalate overdue reviews. Ensure updated policies are distributed, recorded and accessible to all staff. Support the implementation of new policies and procedural changes.
Reporting, Audit and Data Analysis
The post holder will:
Collect, validate, analyse and interpret operational, clinical and workforce data from multiple practice systems. Produce regular performance reports for the Partners, Business Manager and Management Team. Develop and maintain management dashboards to monitor Key Performance Indicators (KPIs). Analyse trends and patterns within practice performance data and identify areas requiring action or improvement. Produce monthly, quarterly and annual performance reports using tables, charts, graphs and infographics. Present complex information in an accessible format suitable for staff, management teams and patient groups. Support the monitoring of contractual performance indicators including QOF, Enhanced Services, PCN DES requirements and locally commissioned services. Monitor appointment utilisation, capacity and access data, identifying opportunities to improve patient access. Analyse workforce and HR data, including staffing levels, sickness absence, mandatory training compliance, appraisal completion, turnover and recruitment activity. Produce safeguarding, complaints, significant event and patient feedback trend analyses. Support development and monitoring of business continuity, risk management and quality improvement measures through performance reporting. Monitor and report on action plans arising from audits, inspections, complaints, incidents and governance reviews. Undertake regular audits of clinical, administrative and operational processes and produce reports with recommendations. Compare practice performance against national, regional and PCN benchmarks where available. Analyse patient survey data and Friends and Family Test feedback to identify themes and improvement opportunities. Support financial and resource planning through the collection and presentation of relevant activity and utilisation data. Assist with preparation of evidence and statistical reports required for CQC inspections and external reviews. Produce compliance reports relating to safeguarding, information governance, health and safety and mandatory training. Create and maintain audit schedules, action trackers and performance monitoring systems. Develop automated spreadsheets, databases and reporting tools to improve efficiency and reduce manual workload. Extract and manipulate data using advanced Microsoft Excel functions including pivot tables, lookups, conditional formatting, formulas and data visualisation tools. Support service reviews and quality improvement projects through data collection, analysis and outcome measurement. Identify anomalies, risks and emerging trends within performance data and escalate concerns appropriately. Work collaboratively with clinical and non-clinical teams to understand reporting requirements and provide meaningful management information. Produce ad hoc reports and business intelligence information as requested. Ensure the accuracy, integrity and confidentiality of all data used within reports and analyses. Maintain reporting templates, datasets and documentation to ensure consistency and auditability.
Practice Communications
The post holder will:
Coordinate internal and external communications on behalf of the Business Manager. Draft and distribute staff communications, newsletters and announcements. Support patient communications including notices, newsletters and practice updates. Assist with website content updates and publication of key practice information. Support communication relating to service changes and operational initiatives. Coordinate communication campaigns and awareness events. Ensure consistent, professional and timely dissemination of information.
Patient Participation Group (PPG) Support
The post holder will:
Coordinate PPG meetings and activities. Arrange meeting schedules, agendas and minutes. Assist with patient surveys and engagement activities. Produce reports relating to patient feedback and engagement. Maintain records of PPG activity and outcomes. Support implementation of agreed PPG actions.
Safeguarding Administration
The post holder will:
Maintain safeguarding records and trackers. Support safeguarding audits and compliance monitoring. Coordinate safeguarding meeting documentation. Assist with safeguarding reporting requirements. Monitor safeguarding training compliance. Support safeguarding leads with administrative functions.
Administrative Support to the Business Manager
The post holder will:
Provide comprehensive administrative support to the Business Manager and management team. Draft correspondence, reports and other documentation. Arrange meetings, appointments and events. Prepare agendas, presentations, reports and meeting papers. Take minutes and record actions from meetings. Maintain, organise and archive confidential electronic and paper-based records and filing systems. Undertake research and information gathering as requested. Support project work and service improvement initiatives. Manage and update asset registers where required.
General Practice Administration
The post holder will:
Support operational and administrative activities across the practice. Provide administrative support for document control, information management and operational record keeping. Provide administrative assistance during periods of operational pressure. Liaise professionally with patients, staff, NHS organisations and external stakeholders. Support day-to-day office administration functions
Person Specification
Skills and Abilities Essential
Excellent organisational and administrative skills. Strong verbal and written communication skills. Strong analytical, reporting and data interpretation skills. Proficient in Microsoft Excel, Word, PowerPoint and Outlook. Ability to produce professional reports, presentations and infographics. Excellent attention to detail and accuracy. Ability to work independently and collaboratively. Ability to manage confidential information appropriately. Effective time management and prioritisation skills. Strong document management and record-keeping skills. Ability to adapt to changing priorities and demands. Strong numerical and analytical capability. Ability to produce management reports and performance dashboards.
Desirable
Advanced Excel and data visualisation skills. Experience with clinical systems and reporting tools. Experience using survey and business intelligence software. Project coordination and organisational change skills.
Qualifications Essential
GCSE English and Mathematics (Grade C/4 or above) or equivalent. Business Administration qualification or equivalent experience. Evidence of ongoing professional development. Advanced Microsoft Excel skills including: Pivot Tables VLOOKUP/XLOOKUP IF Statements Conditional Formatting Data Validation Charts and Graphs
Desirable
NVQ Level 3 or above in Business Administration. Qualification in Leadership, Management or Project Administration. Training in Information Governance, Safeguarding or Quality Improvement.
Knowledge Essential
Understanding of confidentiality and data protection principles. Knowledge of office administration processes. Awareness of governance and compliance requirements. Understanding of workload prioritisation and organisational skills. Ability to interpret data and make practical recommendations. Ability to explain data findings to both clinical and non-clinical audiences.
Desirable
Knowledge of CQC standards and inspection requirements. Understanding of General Practice operations. Knowledge of NHS contractual and quality frameworks. Understanding of safeguarding requirements.
Personal Attributes Essential
Professional and approachable manner. Self-motivated and proactive. Reliable and dependable. Diplomatic and discreet. Flexible and adaptable. Committed to high standards of service and professionalism. Committed to continuous improvement and learning. Strong attention to detail and accuracy.
Experience Essential
Previous administration experience. Experience managing multiple tasks and priorities. Experience producing reports and maintaining records. Experience organising meetings and taking minutes. Experience handling confidential information. Experience using Microsoft Office applications.
Desirable
Experience working within General Practice, Primary Care or NHS settings. Experience supporting governance and compliance activities. Experience of policy development and review. Experience undertaking audits and data analysis. Experience supporting CQC compliance activities. Experience coordinating training or staff development activities. Experience analysing General Practice data. Experience using clinical systems such as EMIS Web or SystmOne. Experience producing QOF and Enhanced Service reports. Experience using Power BI, Tableau or similar reporting software. Understanding of NHS performance measurement and benchmarking. Experience producing infographics and executive summaries for senior stakeholders.
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 Harborne Medical
Address Harborne Medical Practice
4 York Street
Birmingham
B17 0HG
United Kingdom
Employer's website https://harbornemedical.co.uk/ (Opens in a new tab)