Office Manager

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 patients

Ensure

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 information

Ensure 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 Responsibilities Deputise for the

Practice Manager when neccessary

Support 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.