About this role
Job summary
Be at the heart of a busy and supportive GP practice, helping to ensure exceptional service for patients and staff.
Join our friendly and supportive team at Waterloo House Surgery and play a key role in the day-to-day running of our busy GP practice.
Working closely with the Practice Manager, clinicians and administration teams, you will oversee reception and administrative services, support staff, maintain effective systems and processes, and help ensure safe, efficient and high-quality service delivery.
You will provide operational leadership across the practice, deputise for the Practice Manager when required, and contribute to service improvements that support both patients and colleagues.
Why join us?
We are a welcoming and inclusive team that values positivity, teamwork and a can-do attitude. This is an excellent opportunity for someone with strong leadership, organisational and communication skills who wants to make a meaningful impact within primary care.
Closing date: 23 November 2026
Please include your mobile number on your application and check your spam/junk folder regularly, as emails from us may occasionally be filtered there.
We may close this vacancy early if sufficient applications are received, so early application is encouraged.
Please note that we are unable to offer an Employer Sponsored Visa for this role.
Main duties of the job
The successful candidate will play a key role in supporting the smooth day-to-day operational and administrative functions of the practice. This position requires excellent organisational skills, strong attention to detail, and the ability to communicate effectively with a wide range of colleagues and stakeholders.
Working closely with clinicians, reception teams, and the Practice Manager, you will help ensure efficient service delivery and high standards of patient care across the practice. You will also work as part of our established administration team, contributing to service improvement and operational effectiveness. This role is pivotal in overseeing daily operations, managing administrative processes, coordinating staff, and ensuring compliance with healthcare regulations.
All staff are expected to work to Cumbria Health Values:
Clinically focused - Everything every one of us does is for the patient
Responsive - We listen, and we respond quickly in a patient focussed way
One Team - We work together to provide a high-quality service which is organised and consistent, and in partnership with both the local Acute and Community Trusts
High Standards - We provide skilled professionals working to the highest standards who are passionate about improving patient care
Growth & Sustainability - With our strong roots we will continue to thrive and grow
Communities - Connecting and engaging to meet local needs
About us
Cumbria Health on Call - CH places the patient, their family and their community at the heart of everything we do. We are an award-winning organisation, the first out-of-hours organisation in the country to be rated as outstanding by the Care Quality Commission (CQC).
We provide primary health care services, both in and out of hours, across Cumbria. We are values-driven and place great emphasis on inclusivity and the wellbeing and development of our staff, while striving to provide a consistently high-quality service. Our service is designed to improve health and wellbeing.
Working for CH can offer flexible opportunities in terms of location, hours and working patterns so you can enjoy a great work life balance. In order to provide the best patient care we understand the importance of ensuring staff satisfaction and are consistently trying to ensure we offer our staff a positive working environment whether that be though training or social events.
Listen to your heart. Have the work life balance you'd love.
Job description
Job responsibilities
This list of duties and responsibilities, which follows, represents the broad range of tasks which may be required to be undertaken either routinely or periodically. This list is not exhaustive, and the role may include additional duties which are not listed here.
Main Duties and Responsibilities
- Deputise for the Practice Manager in their absence
- To oversee the administration of the practice on a day-to-day, including line management of Administration, Secretarial, GP Assistants, Meds and Social Prescribing teams
- Work collaboratively with other practices to spread good practice and share experiences
- To oversee all workflow related processes such as Tasks, Referrals, Document Management and Medication Management, ensuring that all are processed in a timely manner and developing solutions to any identified issues
- Supervise and train practice staff dealing in all medicine management systems, making best use of their skills for example prescription processing
- Develop processes to promote modern efficient services, e.g. online ordering and repeat dispensing
- Attend and disseminate within the practice learning and actions from medicine management meetings, relevant courses, and training events
- Oversee the medicine management audit processes at practice and ICB level
- Oversee the achievement of the Meds Management indicators alongside the MOP, the Practice Pharmacists and the Medicines Manager, regularly reporting progress to the Leadership Team and Clinical Meeting and agreeing remedial action where required
- To assist the Practice Manager in any new projects relating to medicine management and administration, including developing SOPs and policies.
- Proficient user of EMIS and Microsoft Office Suite. Confident in picking up and learning new IT software packages.
- Responsible for the achievement of the best possible outcomes from the end of year submissions and thereby gain optimum remuneration available to the practice for QOF, QIS, LES, DES, IIF and other performance indicators
- To oversee the booking and completion of Long-Term Condition process by Birth month and updating and producing reports to the Leadership Team of progress against indicators on a monthly basis and, where necessary, formulating and presenting the recovery plan
- To run audits and searches as part of a planned calendar and identify any additional queries to support the practice needs
- Organisation of vaccination clinics to include monitoring and ordering of stock, planning of appointment schedules, staffing rotas, oversee recall procedure of eligible patients and ensure payment claims are made
- Support the accurate recording and reporting of income in line with Cumbria Health financial procedures.
- Month end returns to HR and Payroll to include sickness, irregular hours and expense claims
- Management of the Cumbria Health sickness policy to include return to work, discussion of adjustments and where necessary following the Sickness Absence Meeting Procedure for line managed staff
- Oversee holiday requests for all staff to ensure that there is enough cover across the practice by following the holiday protocol
- Organise, attend and minute quarterly PPG meetings and liaise and produce a quarterly bulletin to advise patients on the work of the PPG
- Manage and investigate the local response for any AIs and complaints raised
- Support the Practice Manager in undertaking regulatory and compliance related activity at all practice sites.
- Support the identification, logging, and initial review of incidents, ensuring appropriate escalation and documentation in line with practice policy
- Safeguarding to be the point of contact for any safeguarding issues both internally and from outside agencies, to ensure these are directed appropriately and in a timely manner to the Safeguarding Lead. To attend any training and meetings required. To check the NHS.net account daily for communications, send out reminders to outside agencies regarding MDT meetings and record and circulate meetings
- Palliative Care Support coordination of palliative care meetings and ensure administrative processes are completed to support clinical oversight
Person Specification
Other requirements
Essential
- Driving licence and access to own vehicle
- Willingness to undertake further management training
Qualifications
Essential
- Management qualification to A level or equivalent
Desirable
- NVQ Business Administration Level 4 or above
Attributes
Essential
- Positive
- Confident
- Well organised
- Good team player
- Flexible
- Ability to build rapport and effective relationships at all levels
- Demonstrate initiative
- Ability to maintain workload in a sometimes busy and demanding environment
Skills and Aptitudes
Essential
- Excellent oral and written communication skills
- Excellent telephone manner
- Ability to prioritise & manage team workload according to the business needs
- Friendly, helpful and can do approach
- Ability to carry out work accurately to specified deadlines
- Close attention to detail
- Excellent organisational skills
- Ability to work on own initiative
- Able to work under pressure
- Able to maintain a high level of confidentiality
Knowledge
Essential
- Working knowledge of software programmes e.g Microsoft Office Knowledge of current issues within health/social care settings Experience of managing change Knowledge and understanding of Data Protection Act Reporting progress to a senior team and agreeing remedial action where required Manage and investigate the local response for any Adverse Incidents raised Organise, attend and minute regular meetings. Production of briefings to patients and staff, eg bulletins and meetings/forums to ensure continuous communication and engagement To run audits and searches Leading a project Reconciling income, understanding banking processes and optimising financial budgets
Desirable
- Experience of working with GP EMIS Experience of working in Primary Care Knowledge required to interrogate systems to provide sound performance management data (eg QOF, CQRS, IIF, and key performance indicators related APMS contracts)
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
Cumbria Health
Address
Waterloo House Surgery
Millom Hospital
Lapstone Road
Cumbria
LA18 4BY
United Kingdom
Employer's website
https://cumbriahealth.co.uk/ (Opens in a new tab)