Practice Manager @ Quarry Bank Medical Centre

Job summary

We are seeking an exceptional, highly experienced and resilient Practice Manager to provide decisive leadership, strategic direction and operational excellence within our established NHS GP practice.

This is a demanding senior leadership position requiring far more than routine practice administration. The successful candidate must demonstrate a proven record of managing complex primary care operations, leading multidisciplinary teams, maintaining financial control and delivering measurable improvements in performance, patient experience and regulatory compliance.

We require a confident, authoritative and commercially astute leader who can make difficult decisions, challenge underperformance, manage competing priorities and maintain uncompromising professional standards. Extensive knowledge of NHS General Practice, contractual requirements, CQC governance, workforce management, QOF and financial sustainability is essential.

You will be expected to take full ownership of operational delivery, anticipate emerging risks, strengthen accountability and drive continuous improvement. Strong interpersonal skills, sound judgement, discretion and the ability to lead confidently under pressure are fundamental.

This opportunity is intended for an accomplished Practice Manager with substantial senior management experience, the professional maturity to operate autonomously and the ambition to make a lasting impact on a progressive primary care organisation.

Main duties of the job

The Practice Manager will hold overarching responsibility for the strategic, operational, financial and organisational management of the practice, ensuring the consistent delivery of safe, effective and sustainable NHS primary care services.

Key responsibilities include

Strategic Leadership: Translate partnership objectives into measurable operational plans, drive service development and maintain organisational performance.

Operational Management: Direct all aspects of daily practice operations, ensuring efficient systems, appropriate clinical capacity, effective patient access and service continuity.

Financial Governance: Manage budgets, , income optimisation, contractual payments, QOF performance.

Workforce Leadership: Lead recruitment, performance management, workforce planning, and the development of a high-performing multidisciplinary team.

Quality and Compliance: Maintain robust CQC compliance, clinical governance systems, information governance, safeguarding arrangements and organisational risk.

Contractual Accountability: Oversee GMS contractual obligations, enhanced services, NHS reporting requirements and performance against commissioned targets.

Stakeholder Engagement: Represent the practice professionally in dealings with NHS commissioners, the ICB, PCN partners and external organisations.

The postholder must exercise independent judgement, demonstrate exceptional organisational control and provide clear, accountable leadership across all areas of practice management.

About us

Quarry Bank Medical Centre is an established NHS GP practice in Dudley, committed to delivering high-quality, accessible and patient-centred primary care. As part of the Brierley Hill and Amblecote PCN, we work collaboratively with local healthcare partners to improve outcomes and respond to the evolving needs of our community.

Our multidisciplinary team comprises experienced GPs, ACPs, nursing professionals, pharmacists and administrative colleagues, working together to provide comprehensive and coordinated care.

We maintain a professional, supportive and accountable working environment where integrity, mutual respect and consistently high standards are fundamental. We value individuals who demonstrate initiative, take ownership of their responsibilities and contribute positively to organisational development.

The practice is committed to modernising services, strengthening clinical governance, embracing appropriate digital innovation and creating efficient systems that benefit both patients and staff.

We offer the opportunity to lead an established organisation, work closely with the GP Partnership, influence strategic decisions and shape the future direction of the practice. The successful candidate will benefit from professional autonomy, opportunities for continued development and a meaningful leadership role within an evolving NHS landscape.

We are ambitious in our expectations, collaborative in our approach and committed to excellence in everything we deliver.

Job description

Job responsibilities

Job Summary

The Practice Manager will assume overall responsibility for the effective operational, financial, administrative and organisational management of Quarry Bank Medical Centre.

Working directly with the GP Partnership, the postholder will provide experienced, independent and accountable management of the practice, ensuring services operate efficiently, contractual obligations are fulfilled, regulatory standards are maintained and organisational performance is continually improved.

The role requires substantial experience within NHS General Practice, exceptional professional judgement, strong financial and personnel management capabilities, and a demonstrable ability to lead complex primary care operations with minimal supervision.

1. Operational and Practice Management

• Direct and coordinate the daily non-clinical operations of the practice.
• Maintain effective appointment systems, patient access arrangements, workflow processes and administrative services.
• Oversee clinical session planning, appointment capacity, workforce deployment and service continuity in collaboration with clinical leads.
• Manage operational pressures, unexpected staffing shortages, system failures and service disruptions.
• Establish, implement and regularly review standard operating procedures.
• Monitor service performance, identify inefficiencies and implement corrective action.
• Ensure premises, facilities, equipment and essential operational infrastructure remain appropriately maintained.
• Manage third-party service providers, contractors and operational support arrangements.

2. Human Resources and Workforce Leadership

• Assume responsibility for the recruitment, induction, supervision and performance management of non-clinical employees.
• Coordinate workforce planning, staffing establishments, rotas, leave arrangements and sickness absence management.
• Oversee employment processes, including probation, appraisals, capability, disciplinary and grievance procedures.
• Ensure compliance with employment legislation, organisational policies and contractual employment obligations.
• Support the GP Partnership with clinical workforce administration, recruitment and contractual arrangements.
• Identify training needs, maintain staff competency records and facilitate continuing professional development.
• Address workplace conflict, poor performance and behavioural concerns promptly and professionally.
• Promote an accountable, respectful and productive working environment.

3. Financial Management and Business Administration

• Prepare, administer and monitor practice budgets, expenditure and financial forecasts.
• Oversee payroll information, invoices, purchasing, supplier contracts and financial reconciliation.
• Monitor NHS contractual income, enhanced service payments, reimbursements and associated claims.
• Identify income discrepancies, financial risks and opportunities to improve financial sustainability.
• Coordinate financial reporting and provide the GP Partnership with accurate management information.
• Support business planning, procurement decisions and cost-effective resource utilisation.
• Maintain appropriate financial controls, authorisation procedures and audit trails.
• Work with accountants, payroll providers and relevant external financial advisers.

4. NHS Contracts, QOF and Performance

• Oversee the administrative and operational delivery of the practice's GMS contractual requirements.
• Monitor national QOF achievement, reporting deadlines, exception reporting arrangements and associated income.
• Coordinate Local Enhanced Services, Directed Enhanced Services and other commissioned activity.
• Maintain oversight of contractual submissions, claims, audits and performance reporting.
• Support clinical leads in identifying population health priorities, service gaps and improvement opportunities.
• Review performance dashboards, appointment activity, workforce capacity and operational indicators.
• Liaise with commissioners and the Primary Care Network regarding contractual developments and service requirements.
• Ensure contractual obligations are translated into clear operational responsibilities.

5. Governance, Compliance and Risk Management

• Maintain the practice's organisational governance framework and supporting policies.
• Coordinate CQC regulatory compliance, inspection readiness, evidence management and improvement plans.
• Oversee administrative processes supporting clinical governance, significant event analysis and incident management.
• Maintain organisational risk registers, compliance schedules and action trackers.
• Ensure appropriate arrangements exist for safeguarding administration, infection prevention and control, health and safety, and fire safety.
• Coordinate complaints management, formal responses, investigations and organisational learning.
• Monitor mandatory training, policy reviews and documented staff compliance.
• Escalate clinical safety concerns to the appropriate registered professional or clinical lead.
• Support the GP Partnership in meeting statutory and regulatory obligations.

6. Information Governance and Digital Systems

• Oversee administrative governance of clinical and non-clinical information systems.
• Maintain appropriate arrangements for information security, confidentiality and UK GDPR compliance.
• Coordinate Data Security and Protection Toolkit requirements, information governance audits and improvement actions.
• Oversee system access administration, smartcard arrangements and staff access permissions.
• Support effective use of EMIS Web, document management systems, patient communication platforms and digital workflow tools.
• Coordinate IT support, cybersecurity arrangements, business continuity and system resilience.
• Lead operational digital improvements where these strengthen patient safety, efficiency or service accessibility.
• Ensure information incidents and data protection concerns are appropriately reported and escalated.

7. Patient Services and Quality Improvement

• Maintain effective patient-facing administrative services and professional communication standards.
• Oversee patient feedback, complaints trends, satisfaction measures and service improvement activities.
• Support equitable access, reasonable adjustments and compliance with relevant equality legislation.
• Coordinate Patient Participation Group engagement and patient communication initiatives.
• Identify recurring service failures and implement measurable improvement plans.
• Ensure administrative processes support safe clinical workflows and timely communication.
• Promote a professional, responsive and patient-centred service culture.

8. Strategic Development and External Relationships

• Work with the GP Partnership to develop and implement the practice's strategic objectives.
• Identify opportunities for operational modernisation, service expansion and sustainable business development.
• Represent the practice at relevant PCN, ICB, commissioner and stakeholder meetings.
• Maintain constructive relationships with community healthcare providers and external partners.
• Coordinate organisational projects, service changes and implementation programmes.
• Evaluate financial, workforce and operational implications of proposed developments.
• Prepare business cases, performance reports and recommendations for partnership consideration.
• Support the continued development of integrated and collaborative primary care services.

9. Leadership Accountability and Reporting

• Act as the principal point of operational escalation for non-clinical organisational matters.
• Provide regular management reports detailing performance, risks, financial position and required decisions.
• Maintain effective communication between the GP Partnership, clinical workforce and administrative teams.
• Ensure decisions are documented, responsibilities allocated and agreed actions completed.
• Demonstrate appropriate discretion when managing confidential, sensitive or contentious matters.
• Make timely operational decisions within agreed delegated authority.
• Escalate matters requiring partnership approval, clinical judgement or external regulatory notification.
• Maintain personal accountability for the quality, consistency and effectiveness of practice management.

Professional Expectations

The postholder will be expected to demonstrate substantial managerial experience, exceptional organisational discipline, advanced problem-solving ability and a comprehensive understanding of the operational and regulatory complexities of NHS General Practice.

The position requires an individual who can operate independently, manage challenging professional circumstances, maintain financial and operational control, and exercise confident leadership without requiring continuous direction.

The Practice Manager will be accountable to the GP Partnership for delivering agreed objectives, maintaining effective governance and ensuring the practice operates to consistently high organisational standards.

The duties outlined are not exhaustive and may be reasonably amended to reflect changes in organisational requirements, NHS contractual arrangements and service development priorities, subject to appropriate consultation.

Person Specification

Experience

Essential

• Senior Management Experience
• A minimum of four years' substantive experience as an NHS General Practice Manager; OR
• A minimum of six years' substantive experience as a Deputy Practice Manager within NHS General Practice; OR
• A minimum of six years' substantive experience as a Service Manager within NHS healthcare services, with demonstrable responsibility for operational management, workforce leadership and service governance.
• Substantial experience of managing complex healthcare operations within an NHS or NHS-commissioned, CQC-regulated environment.
• Experience within a service rated Good or Outstanding by the Care Quality Commission, or demonstrable evidence of direct managerial contribution to achieving, maintaining or improving a Good rating within areas of personal responsibility.
• Operational and Organisational Management
• Proven experience of independently managing daily healthcare operations, clinical capacity, workforce deployment and administrative service delivery.
• Substantial experience of implementing operational policies, standard operating procedures and organisational improvement programmes.
• Experience of managing competing operational priorities, service pressures, staffing shortages and business continuity arrangements.
• Demonstrable experience of identifying organisational weaknesses and implementing sustainable corrective actions.
• Experience of reporting directly to senior clinical leaders, organisational directors or executive management.
• Workforce and Human Resources Management
• Significant experience of directly managing multidisciplinary healthcare teams, including administrative and clinical support personnel.
• Proven responsibility for recruitment, induction, supervision, staff development and formal performance management.
• Experience of handling complex employee relations matters, including sickness absence, capability, disciplinary and grievance processes.
• Experience of workforce planning, staffing budgets, rota management and organisational restructuring.
• Demonstrable experience of maintaining professional accountability, resolving workplace conflict and addressing underperformance.
• Financial and Contractual Management
• Practical experience of managing healthcare budgets, expenditure, financial reconciliation and organisational resources.
• Experience of monitoring contractual obligations, service performance indicators and commissioned healthcare activity.
• Evidence of implementing cost-control measures, identifying financial inefficiencies and improving resource utilisation.
• Experience of producing management reports, financial summaries and operational performance information for senior decision-makers.
• Regulatory Governance and Quality Assurance
• Direct experience of CQC inspection preparation, regulatory compliance, governance monitoring and service improvement.
• Experience of maintaining risk registers, incident reporting processes, complaints management and organisational assurance systems.
• Experience of implementing actions following internal audits, external inspections or identified governance failures.
• Demonstrable involvement in maintaining safe, effective, responsive and well-led healthcare services.
• Leadership and Accountability
• Proven experience of making independent management decisions within an established framework of delegated authority.
• Experience of leading organisational change while maintaining service continuity and professional standards.
• Evidence of successfully delivering agreed operational objectives and measurable performance improvements.
• Experience of maintaining effective working relationships with NHS commissioners, clinical leaders, external service providers and relevant stakeholders.

Desirable

• Advanced NHS General Practice Leadership
• At least ten years' substantive experience as a Practice Manager within NHS General Practice, with sustained responsibility for the comprehensive management of an established GP practice.
• Demonstrable experience of successfully managing a CQC-rated Outstanding GP practice, particularly where the applicant held direct responsibility for leadership, governance and organisational performance.
• Experience of leading a practice through multiple CQC inspection cycles while maintaining Good or Outstanding regulatory ratings.
• Extensive experience of working directly with GP Partners and independently managing complex partnership-led organisations.
• Previous responsibility for managing a large patient population, complex staffing establishment or multi-site primary care organisation.
• Experience of supporting organisational recovery, practice transformation, contractual improvement or significant service expansion.
• QOF, Commissioning and NHS Contractual Performance
• Extensive experience of managing and maximising Quality and Outcomes Framework (QOF) achievement, including clinical indicator monitoring, prevalence analysis, reporting and financial reconciliation.
• Demonstrable success in improving QOF performance and preventing avoidable contractual income losses.
• Experience of overseeing General Medical Services (GMS) contracts, Directed Enhanced Services, Local Enhanced Services and other commissioned primary care programmes.
• Proven involvement in PCN development, service specifications, local commissioning arrangements and Integrated Care Board initiatives.
• Experience of negotiating, implementing or managing additional NHS service contracts and contractual variations.
• Experience of using population health data, clinical performance dashboards and business intelligence to inform organisational decisions.
• Advanced Financial and Commercial Management
• Significant experience of managing substantial practice budgets, complex income streams and long-term financial planning.
• Demonstrable success in improving practice profitability, financial sustainability, operational efficiency or income generation.
• Experience of developing financial forecasts, business cases, investment proposals and strategic expenditure plans.
• Experience of identifying and securing additional funding through NHS commissioning opportunities, enhanced services, grants or service development programmes.
• Experience of supplier negotiations, procurement optimisation, contract management and expenditure reduction.
• Proven experience of presenting financial and commercial recommendations directly to GP Partners or senior organisational decision-makers.
• Business Development and Strategic Innovation
• Successful experience of developing, implementing and evaluating strategic business development initiatives within healthcare.
• Evidence of creating new clinical service opportunities, expanding commissioned activity or developing sustainable revenue streams.
• Experience of leading digital transformation, workflow automation or technology-enabled service improvements.
• Experience of designing and delivering quality improvement programmes with demonstrable operational, financial or patient outcomes.
• Experience of developing collaborative relationships with NHS commissioners, neighbouring practices, healthcare providers and external organisations.
• Previous involvement in organisational restructuring, service redesign, merger activity or practice expansion.
• Advanced Workforce and Organisational Leadership
• Extensive experience of leading established multidisciplinary teams through complex operational or organisational change.
• Evidence of successfully managing challenging employment matters, workforce restructuring and formal HR processes.
• Experience of establishing performance management frameworks, staff development programmes and succession planning.
• Demonstrable success in improving workforce productivity, staff retention, organisational culture or management accountability.
• Experience of developing senior team members and implementing effective delegated management structures.
• Governance, Regulatory Excellence and Organisational Assurance
• Direct experience of leading a healthcare organisation through a successful CQC inspection resulting in an Outstanding rating.
• Experience of achieving demonstrable improvements within the CQC Well-led and Safe key questions.
• Experience of managing significant governance investigations, complex complaints, serious incidents or regulatory improvement programmes.
• Experience of implementing comprehensive organisational risk management, audit and compliance frameworks.
• Evidence of translating regulatory findings into sustained improvements in patient safety, operational governance and service effectiveness.
• Strategic Influence and Executive-Level Accountability
• Experience of acting as the principal business and operational adviser to a GP Partnership.
• Demonstrable responsibility for long-term strategic planning, organisational performance and business sustainability.
• Experience of representing General Practice at senior PCN, ICB, commissioner or regional NHS management forums.
• A documented record of delivering measurable organisational improvements beyond routine contractual and administrative responsibilities.

Additional Skills, Personal Attributes and Technical Competence

Essential

• Professional Resilience and Leadership
• Exceptional professional resilience, emotional maturity and composure, with the ability to maintain effective leadership during sustained operational pressure.
• A positive, proactive and solutions-focused attitude, demonstrating determination, professional confidence and sound judgement.
• Ability to make difficult decisions independently, manage competing priorities and maintain accountability for organisational outcomes.
• Strong emotional intelligence, interpersonal skills and the confidence to challenge poor performance or ineffective practices constructively.
• Demonstrable integrity, discretion, reliability and commitment to maintaining high professional standards.
• Ability to resolve complex problems, manage conflict and maintain productive working relationships.
• Excellent organisational skills, personal initiative and the ability to work autonomously within delegated authority.
• Information Technology and Digital Competence
• Advanced IT literacy and confidence using complex digital systems within a healthcare or comparable regulated environment.
• High proficiency in Microsoft 365, particularly Excel, Word, Outlook, Teams and SharePoint.
• Competence in Excel-based data analysis, including formulas, filtering, pivot tables, performance reporting and financial monitoring.
• Experience of using electronic patient record systems, healthcare administration platforms or equivalent operational management software.
• Ability to interpret digital performance dashboards, identify trends and produce accurate management reports.
• Experience of managing digital workflows, electronic documentation, information systems and administrative process improvements.
• Working knowledge of information governance, UK GDPR, data protection, confidentiality and secure information handling.
• Ability to liaise effectively with IT providers regarding system functionality, access controls, cybersecurity and technical issues.
• Risk Assessment, Governance and Analytical Skills
• Demonstrable competence in undertaking, documenting and reviewing operational risk assessments.
• Experience of developing and maintaining organisational risk registers, including risk scoring, RAG ratings, mitigation measures and action monitoring.
• Ability to identify emerging risks, evaluate their potential consequences and implement proportionate controls.
• Experience of conducting operational audits, monitoring compliance and developing corrective action plans.
• Understanding of incident reporting, significant event analysis, investigation processes and organisational learning.
• Ability to interpret complex operational, financial and regulatory information and translate findings into practical management decisions.
• Experience of developing standard operating procedures, business continuity arrangements and quality assurance systems.
• Excellent written communication skills, including preparation of formal reports, policies, business cases and professional correspondence.

Desirable

• Advanced Digital and NHS Systems Experience
• Advanced practical knowledge of NHS General Practice clinical systems, particularly EMIS Web or SystmOne.
• Experience of Accurx, Docman, TeamNet, NHS Smartcard applications, NHSmail and electronic document management platforms.
• Experience of digital patient access systems, cloud-based telephony, automated workflow solutions and integrated communications software.
• Advanced Microsoft Excel capabilities, including complex formulas, Power Query, financial modelling and automated reporting.
• Experience of Power BI, business intelligence platforms or comparable performance analytics tools.
• Demonstrable experience of successfully implementing digital transformation or technology-enabled service improvements.
• Experience of managing IT suppliers, system upgrades, software procurement, user permissions and digital implementation projects.
• Understanding of NHS digital interoperability, technical assurance and clinical system integration.
• Advanced Risk Management and Regulatory Governance
• Experience of leading organisational risk management programmes, including the development of comprehensive corporate risk registers.
• Familiarity with structured risk assessment methodologies, risk matrices, RAG escalation frameworks and formal assurance reporting.
• Practical experience of conducting or coordinating Data Protection Impact Assessments (DPIAs).
• Experience of coordinating NHS Data Security and Protection Toolkit (DSPT) submissions, evidence gathering and improvement programmes.
• Awareness of NHS clinical risk management standards DCB0129 and DCB0160, including the organisational responsibilities associated with healthcare technology deployment.
• Experience of root cause analysis, significant incident investigations, governance reviews and implementation of corrective and preventive actions.
• Experience of managing business continuity planning, cybersecurity risks, information governance incidents and emergency response arrangements.
• Ability to develop detailed audit programmes, compliance dashboards and risk-based performance monitoring frameworks.
• Strategic, Commercial and Financial Skills
• Advanced financial analysis skills, including budget forecasting, income reconciliation, cost-benefit assessment and service profitability evaluation.
• Experience of developing business cases, investment proposals and financially sustainable service expansion plans.
• Competence in analysing QOF performance, commissioned activity, patient population data and NHS income opportunities.
• Experience of developing measurable key performance indicators and management reporting frameworks.
• Strong commercial awareness and the ability to identify operational efficiencies without compromising quality or patient safety.
• Experience of leading procurement exercises, supplier negotiations and commercial contract reviews.
• Exceptional Leadership Attributes
• Demonstrable ability to lead organisational change while maintaining professional confidence, staff engagement and service stability.
• Strong strategic thinking, analytical reasoning and the confidence to provide constructive challenge to senior decision-makers.
• Proven ability to create a positive, accountable and high-performing workplace culture.
• Experience of successfully managing complex organisational challenges and delivering sustainable improvements.
• Ability to mentor and develop colleagues, delegate effectively and establish clear lines of organisational responsibility.
• Evidence of exceptional professional judgement, adaptability and sustained effectiveness in demanding senior management positions.
• Experience of leading procurement exercises, supplier negotiations and commercial contract reviews.
• Exceptional Leadership Attributes
• Demonstrable ability to lead organisational change while maintaining professional confidence, staff engagement and service stability.
• Strong strategic thinking, analytical reasoning and the confidence to provide constructive challenge to senior decision-makers.
• Proven ability to create a positive, accountable and high-performing workplace culture.
• Experience of successfully managing complex organisational challenges and delivering sustainable improvements.
• Ability to mentor and develop colleagues, delegate effectively and establish clear lines of organisational responsibility.
• Evidence of exceptional professional judgement, adaptability and sustained effectiveness in demanding senior management positions.

Qualifications

Essential

• GCSE English Language and Mathematics at grade C/4 or above, or recognised equivalent qualifications, including Functional Skills Level 2.
• Minimum Level 5 Diploma, Diploma of Higher Education (DipHE), or equivalent recognised qualification in Business Management, Leadership and Management, Healthcare Management, Business Administration or a closely related discipline.
• Evidence of a formal management qualification awarded by a recognised educational institution or professional awarding body.

Desirable

• Bachelor's degree (BA, BSc or BBA) in Business Management, Healthcare Management, Health Services Management, Business Administration or a related discipline.
• Postgraduate Certificate (PGCert), Postgraduate Diploma (PGDip) or Master's degree (MA, MSc or MBA) in Healthcare Leadership, Healthcare Management, Business Administration, Strategic Management or Organisational Leadership.
• Chartered Management Institute (CMI) Level 5 or Level 7 qualification in Management and Leadership or Strategic Management and Leadership.
• Chartered Institute of Personnel and Development (CIPD) Level 5 Associate Diploma or Level 7 Advanced Diploma in Strategic People Management.
• Institute of Leadership (ILM) Level 5 or Level 7 qualification in Leadership and Management.
• Chartered Manager (CMgr) status or equivalent recognised professional management accreditation.
• Formal postgraduate qualifications in Human Resource Management, Financial Management, Healthcare Governance or Organisational Development.

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

Quarry Bank Medical Centre

Address

165 High Street

Quarry Bank

Brierley Hill

West Midlands

DY5 2AE

United Kingdom

Employer's website

http://quarrybankmedicalcentre.com/ (Opens in a new tab)