Job responsibilities
Job Title: Assistant Practice Manager
Reports to: Practice Manager
Hours: Full-Time
Job Summary
The Assistant Practice Manager is a senior member of the management team, supporting the Practice Manager or Senior Manager in ensuring the efficient day-to-day running of the practice. This role involves overseeing staff management, patient services, premises, information governance, and compliance. The post-holder will take responsibility for rota coordination, GDPR, HR, non-clinical flu season planning, and drug claims, among others, and serve as the liaison for the Patient Participation Group (PPG).
Key Responsibilities
1. Human Resources and Workforce Management
- Lead all HR functions for both clinical and non-clinical staff in accordance with employment law and internal policies.
- Manage recruitment, onboarding, induction, appraisals, and staff training.
- Handle all HR-related documentation, including contracts, DBS checks, and right-to-work verification.
- Monitor sickness, absence, lateness, and performance.
- Maintain personnel records and ensure GDPR-compliant data handling.
- Manage staff rotas, annual leave, and absence cover.
- Organise GP locum bookings in line with practice needs and budgets.
- Support disciplinary, grievance, and performance management processes.
- Identify and support training and development needs.
- Coordinate and participate in staff meetings and appraisals.
2. Appointment Book, Rota, Leave & Cover Management
- Lead responsibility for managing clinical and non-clinical staff rotas.
- Coordinate annual leave, sickness, and emergency cover to ensure smooth service delivery.
- Manage appointment templates (EMIS, GP TEAM NET) and scheduling for GPs, nurses, and other clinicians.
- Maintain fair and consistent allocation of duties and shifts.
3. GDPR and Information Governance Lead
- Act as the non-clinical; Data Protection Officer (DPO) or non-clinical lead on GDPR compliance.
- Lead o GDPR together with Safeguarding Lead and Caldicott Guardian and oversee policies relating to data protection, confidentiality, and access requests.
- Provide GDPR training to staff and monitor compliance.
- Investigate and report data breaches in accordance with regulations.
4. Flu Season Coordination (Non-Clinical Lead)
- Coordinate administrative planning for the annual flu campaign.
- Lead and support clinical teams with booking, logistics, data entry, and reporting.
- Monitor uptake and ensure accurate recording and submissions.
5. Patient Participation Group (PPG) Liaison
- Serve as key contact for the PPG.
- Organise and attend PPG meetings, record minutes, and follow up on agreed actions.
- Encourage and support patient involvement in service development.
6. Financial Administration and Drug Claims
- Lead in monitoring and submitting drug reimbursement claims.
- Support income monitoring and PMS and any enhanced service claims.
- Maintain databases for financial returns and manage petty cash and invoicing.
- Provide cover for payroll processing and finance functions when required.
- Ensure timely reconciliation of income and remittances.
- Sundry income.
7. Administration and Operations
Provide line management for all practice staff, clinical and non-clinical, working closely with the Senior Admin, IT Lead, Reception Co-ordinators as key operational contacts.
Oversee all teams workflows and productivity.
- Monitor and improve administrative processes for efficiency and consistency.
- Respond to patient enquiries and complaints in line with policy aim to resolve any verbal complaints as they arise and support any team members if presented with verbal complaint.
- Ensure compliance with local and national healthcare regulations.
- Participate in audits and maintain practice records and documentation.
To maintain adequate stocks of stationery and clinical supplies in liaison with the Practice Manager.
To manage and place orders for stationery, clinical supplies, and other necessary stock to ensure uninterrupted practice operations.
Organise and coordinate all regular practice meetings including MDT meetings, clinical team meetings, core team meetings, and administrative team meetings, ensuring timely agendas, minute-taking, and follow-up on actions.
8. IT and Information Management
- Support day-to-day IT operations, including PCs, printers, scanners, TV screens, Jayex, phones, Lexacom, etc., and liaise with external IT support providers.
- Train staff on clinical systems (EMIS, Docman, etc.).
- Maintain system templates, user access, and data flows.
- Support data quality initiatives and digital services (e.g. online access, Accurx, etc).
9. Education and Student/GPR Placement Coordination
- Liaise with educational providers to manage student/GPR placements.
- Organise induction timetables, consented patients for tutorials, and feedback collection.
- Maintain education resources and coordinate tutor activities.
10. Patient Services
- Ensure high-quality service standards at all reception and contact points.
- Handle patient feedback and resolve service issues promptly.
- Represent the practice in community or patient engagement events.
11. Premises and Health & Safety
- Act as a keyholder; ensure site opening, closure, and security procedures.
- Maintain a safe working environment, reporting risks or issues promptly.
- Monitor cleaning, maintenance contracts, and building-related issues.
12. Complaints Management
- Acknowledge and investigate complaints in line with practice policy.
- Draft responses in collaboration with clinical leads and ensure resolution.
- Identify service improvements arising from feedback and incidents.
13. Quality, Governance, and Compliance
- Participate in preparation for CQC inspections and compliance monitoring.
- Maintain registers (significant events, complaints, training, etc.).
- Support implementation of safeguarding, infection control, and emergency planning.
- Oversee compliance with QOF, IIF, DES/LES contracts, and national targets.
14. Practice Development
- Participate in monitoring performance and data collection as necessary.
- Participate and contribute to all PMS/DES/LCS and other practice quality standards as determined by the practice and its contractual framework.
- To attend all practice meetings as requested by the Practice Management Team.
- Participate and contribute to the development and implementation of the QOF programme and attend all QOF meetings and assessments.
- Critically analyse actual or potential risks to ensure effective management.
- Report incidents to the Practice Manager / Senior Manager.
- Organise practice and primary health care team meetings on a regular basis.
- Disseminate information to staff and represent the views of the management team appropriately.
- Ensure that the work of the whole team complies with the practice governance policies.
- Take lead responsibility for the management and maintenance of ad hoc clinical and administrative registers, including but not limited to two-week wait cancer referrals, prostate cancer monitoring, and other required registers under national and local service contracts. Support timely and accurate recall processes in line with QOF, IIF, and any commissioned services.
15. Staff Wellbeing and Practice Culture
Act as the lead for staff health and wellbeing initiatives, promoting a positive working environment. Identify and support wellbeing activities and resources to enhance staff morale and resilience. Serve as a point of contact for staff wellbeing concerns and liaise with management to address issues proactively.
Professional Expectations
Confidentiality
- Always maintain strict patient and business confidentiality.
- Ensure all staff understand and comply with confidentiality requirements.
Health & Safety
- Promote a culture of health and safety awareness.
- Follow infection control procedures and report hazards or incidents.
Equality & Diversity
- Promote equal opportunities and inclusivity within the practice.
- Ensure services and workplace culture are respectful and non-discriminatory.
Professional Development
- Participate in appraisal and personal development planning.
- Identify and pursue opportunities for continuous professional learning.
Quality and Communication
- Communicate effectively with colleagues, patients, and external bodies.
- Maintain accurate records and support the development of internal systems.
- Contribute to a culture of openness, collaboration, and service excellence.
Person Specification
Essential
- Experience in an administrative role within primary care.
- Understanding of NHS structures, HR procedures, and general practice operations.
- Proficiency in using clinical systems (e.g. EMIS) and Microsoft Office.
- Strong organisational, communication, and interpersonal skills.
- Ability to manage workload independently and under pressure.
Desirable
- HR or Management qualification (e.g., ILM, CIPD).
- Experience handling rotas, HR processes, and regulatory compliance.
- Knowledge of CQC, GDPR, QOF, and NHS contractual frameworks.
- Experience in finance or drug reimbursement claims.
- Involvement in patient participation and/or public engagement.
This job description is not exhaustive and may be reviewed in consultation with the post-holder to reflect evolving service needs.