Job description

Job responsibilities

Principal Duties and Responsibilities

Patient Care Navigation

Welcome patients and visitors in a courteous, professional and compassionate manner.

Assess patient requests using approved Care Navigation principles and Practice protocols.

Signpost patients to the most appropriate clinician, service or healthcare provider according to their needs.

Support patients in accessing a wide range of NHS and community services where appropriate.

Assist patients in understanding the services available both within and outside the Practice.

Escalate urgent clinical concerns immediately in accordance with Practice procedures.

Manage incoming telephone calls, face-to-face enquiries and electronic requests efficiently and professionally.

Book, amend and cancel appointments in accordance with Practice protocols and clinician availability.

Process home visit requests in line with Practice procedures.

Check patients into clinics and manage patient flow throughout the day.

Keep patients informed of delays and changes to appointments.

Ensure consulting rooms and reception areas are prepared and maintained to provide a welcoming environment.

Administrative Responsibilities

Maintain accurate electronic patient records using the Practice clinical system.

Register new patients and update demographic information.

Process repeat prescription requests in accordance with Practice policy.

Respond to authorised requests for test results whilst maintaining strict confidentiality.

Process incoming correspondence and electronic workflow as directed.

Manage tasks generated through Practice systems including EMIS Web, Anima, NHSmail and other approved digital platforms.

Receive and accurately record messages for clinicians and other members of the Practice Team.

Liaise effectively with pharmacies, hospitals, community services and other healthcare providers.

Respond positively and professionally to patient enquiries.

Explain Practice procedures and available services clearly.

Process requests for non-NHS services and collect fees where applicable.

Support patients who may require additional assistance or reasonable adjustments.

Deal sensitively with distressed or anxious patients, escalating concerns when appropriate.

Handle complaints courteously and in accordance with the Practice Complaints Procedure.

Information Governance

Maintain confidentiality at all times.

Comply with GDPR, NHS Confidentiality Code of Practice and Information Governance policies.

Ensure patient information is accurate, secure and handled appropriately.

Health, Safety and Security

Maintain a clean, tidy and safe reception environment.

Follow all Health & Safety, Fire Safety and Infection Prevention and Control procedures.

Report hazards, incidents or security concerns promptly.

Assist with opening and closing procedures as required.

Team Working

Work collaboratively with all members of the multidisciplinary team.

Provide cover for colleagues during periods of absence or increased demand.

Participate in Practice meetings and contribute to service improvements.

Demonstrate flexibility to support the changing needs of the Practice.

Training and Personal Development

Participate in mandatory and statutory training.

Undertake Care Navigation training and continue to develop knowledge of local NHS and community services.

Participate in annual appraisal and personal development planning.

Maintain competence in Practice systems and digital technologies.

General Responsibilities

The duties outlined above are not exhaustive and may change to meet the evolving needs of the Practice. All employees are expected to undertake any reasonable duties consistent with the grade and nature of the post.

Place of Work

The main place of work will be based at Kingsland, but there may be occasional times where travel is required to the practices branch surgeries at Orleton and Leintwardine.

Health & Safety

Working within a healthcare environment, the post-holder must take responsibility for their own and others health, safety and security. This will include, but will not be limited to

All staff within the department adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.

Maintain an up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the Practice.

Using personal security systems within the workplace according to Practice guidelines.

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the Practice.

Making effective use of training to update knowledge and skills, and initiate and manage the training of others in these areas.

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial or corrective action where needed.

Actively identifying, reporting on and correcting health and safety hazards and infection hazards immediately when recognised.

Keeping own work areas and general and patient areas generally clean, identifying issues and hazards and risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation, where appropriate, with other staff.

Confidentiality

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner that is welcoming to the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal and Professional Development

The post-holder will participate in any training program implemented by the Practice as part of this employment, such training to include

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality

The post-holder will strive to maintain quality within the Practice, and will

• Alert other team members to issues of quality and risk.
• Assess their own performance and take accountability for their own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on their own and the teams activities and making suggestions on ways to improve and enhance the teams performance.
• Work effectively with individuals in other agencies to meet patient needs.
• Effectively manage own time, workload and resources.

Communication

The post-holder should recognise the importance of effective communication within the team and willstrive to

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise peoples needs for alternative methods of communication and respond accordingly.

Notes

This job description provides an overview of the role and is not exhaustive. The post-holder may be asked, following appropriate consultation, to undertake other duties commensurate with the post to meet the changing needs of the Practice. The job description and person specification will be reviewed periodically and may be amended following consultation with the post-holder.

Person Specification

Qualifications

Essential

• GCSE (or equivalent) in English and Maths at Grade C/Level 4 or above. Good standard of numeracy and literacy

Desirable

• Customer Service qualification

Experience

Essential

• Experience in a customer-facing role. Experience managing confidential information. Experience working under pressure whilst maintaining accuracy.

Desirable

• Experience within NHS General Practice or Primary Care. Experience using EMIS Web, Anima or similar clinical systems.

Knowledge

Essential

• Understanding of excellent customer service. Awareness of confidentiality and data protection. Good IT skills.

Desirable

• Knowledge of Care Navigation principles. Understanding of Total Triage. Knowledge of NHS services and Primary Care pathways.

Skills and Abilities

Essential

• Excellent communication skills. Active listening. Ability to prioritise workload. Good organisational skills. Attention to detail. Professional telephone manner. Ability to deal with challenging situations calmly.

Desirable

• Experience of conflict resolution. Confidence supporting patients with digital services.

Personal Qualities

Essential

• Friendly and approachable. Empathetic. Reliable. Professional. Flexible. Team player. Positive attitude. Able to maintain confidentiality. Resilient under pressure.

Desirable

• Commitment to continuous improvement and service 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

Mortimer Medical Practice

Address

Kingsland

Leominster

Herefordshire

HR6 9QL

United Kingdom

Employer's website

https://www.mortimergpsurgery.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Operations, Premises and Facilities

• Maintain oversight of the condition, safety, security and functionality of all three practice premises.
• Coordinate and monitor practice maintenance, ensuring issues are identified, prioritised and resolved appropriately.
• Arrange and oversee appropriate servicing, inspection and maintenance contracts, using competent and appropriately qualified contractors where required.
• Liaise with tradespeople, contractors, suppliers and external organisations and ensure work is completed to an appropriate standard and within agreed timescales.
• Oversee cleaning arrangements, window cleaning, carpet cleaning, waste management, shredding and other premises-related contracts.
• Manage and monitor issues relating to drainage, plumbing, boilers, lifts, car parks and other building infrastructure.
• Maintain appropriate records of servicing, inspections, certificates, contracts and remedial works.

Health Safety and Compliance

• Support the practice in meeting its obligations under relevant health and safety legislation, CQC requirements, NHS England guidance and other statutory or contractual requirements.
• Coordinate annual health and safety, security, access/egress and clinical waste audits, ensuring that recommendations and actions are appropriately addressed.
• Maintain and review relevant risk assessments, including COSHH and premises-related risks.
• Oversee fire safety arrangements, including servicing of fire equipment and completion of required checks.
• Coordinate Legionella monitoring and testing and ensure appropriate remedial action is taken where required.
• Ensure appropriate arrangements are in place for PAT testing, medical device calibration, centrifuge servicing and other equipment checks.
• Maintain oversight of infection prevention and control requirements relating to the practice environment and premises.
• Ensure appropriate records and evidence are maintained to demonstrate compliance during internal and external audits or inspections.
• Escalate significant risks, compliance concerns or overdue actions promptly to the Practice Manager.

Regulatory & Statutory Requirements

• Maintain an up-to-date compliance schedule covering statutory inspections, servicing, testing, audits, certificates and contractual requirements.
• Monitor requirements arising from CQC, NHS England, the GMS contract, local commissioning arrangements, legislation, statutory guidance and national primary care requirements.
• Coordinate the review and updating of relevant practice policies and procedures.
• Monitor and action relevant alerts, including NHS, cyber security, safety and operational alerts.
• Ensure that appropriate evidence is retained to demonstrate that required actions have been completed.
• Coordinate relevant premises documentation including EPC/DEC requirements, EIHR and six-facet survey inspections.
• Ensure appropriate arrangements are in place for music licensing, waste transfer documentation and other statutory or contractual obligations.

Premises Security & Business Continuity

• Maintain oversight of premises security across all three sites.
• Manage keyholder arrangements and ensure appropriate access controls are maintained.
• Oversee alarms and other security systems, including servicing and maintenance.
• Coordinate security audits and ensure identified actions are addressed.
• Identify premises-related risks that could affect service continuity and escalate these appropriately.
• Work with the Practice Manager and wider Leadership Team to support business continuity and resilience arrangements.

Equipment, Assets & Infrastructure

• Maintain an accurate practice asset register and ensure appropriate servicing, maintenance and replacement arrangements are identified.
• Coordinate calibration and servicing of relevant clinical and non-clinical equipment.
• Ensure equipment requiring specialist inspection or maintenance is referred to appropriately qualified providers.
• Oversee maintenance of equipment such as wheelchairs, couches and centrifuges.
• Monitor the condition of practice infrastructure and identify potential future maintenance or replacement requirements.

Contracts, Suppliers & Contractors

• Maintain a central record of premises, facilities, compliance and maintenance contracts.
• Undertake regular supplier and contractor reviews to ensure services remain appropriate, effective and value for money.
• Obtain quotations and arrange contractors where specialist work is required, in accordance with practice procedures.
• Ensure contractors provide appropriate certification, documentation and evidence of completed work.
• Monitor contractor performance and escalate concerns where standards or timescales are not met.
• Coordinate annual rent reviews and liaise with relevant landlords or property representatives as required.

Environmental & Sustainability Responsibilities

• Support implementation and ongoing development of the practice Green Plan.
• Identify opportunities to improve environmental sustainability, energy efficiency, waste management and resource use across the practice.
• Monitor relevant premises and environmental requirements and support the practice in meeting applicable NHS and local expectations.

Information, Risk & Assurance

• Maintain effective compliance and risk registers, ensuring actions have clear ownership and deadlines.
• Provide regular updates to the Practice Manager and Leadership Team on outstanding compliance actions, risks and areas requiring investment.
• Prepare appropriate documentation and evidence for CQC inspections, audits, reviews and internal governance processes.
• Ensure that compliance information is accurate, accessible and kept up to date.
• Work collaboratively with clinical and operational leads where compliance responsibilities overlap.
• Support the practice in developing a culture where health, safety, compliance and risk management are everyone's responsibility.
• Undertake other duties commensurate with the role and level of responsibility, as required by the GP Partners or Managing Partner.

General Leadership Responsibilities

• Act as an active member of the Mortimer Medical Practice Leadership Team.
• Work collaboratively with the Practice Manager, Assistant Practice Manager and other managers and clinical leads.
• Provide practical advice and guidance to colleagues on premises, operational and compliance matters.
• Take ownership of issues within the scope of the role and follow them through to resolution.
• Identify opportunities to improve systems, processes and the working environment.
• Maintain confidentiality and comply with practice policies and procedures.
• Attend all relevant leadership and wider practice meetings as required.

Place of Work:

The usual place of work for this role will be Leintwardine Surgery, which will serve as the postholder's primary base. However, given the nature of the role, regular travel between Kingsland, Orleton and Leintwardine will be required to oversee premises, compliance, health and safety and operational requirements consistently across all three sites.

This is not intended to be an exhaustive list of responsibilities. This is a role which requires flexibility and adaptability, and it is expected that you will participate in a wide range of activities which are appropriate to your position, level of expertise and employment grade.

We may close this vacancy early if we receive a sufficient number of suitable applications, so early application is encouraged.

Person Specification

Skills

Essential

• Excellent organisational and time-management skills, with strong attention to detail.
• Ability to maintain effective compliance schedules, records and action plans.
• Strong communication and interpersonal skills, with the ability to work effectively with colleagues, contractors and external organisations.
• Ability to coordinate and manage contractors and suppliers effectively.
• Strong problem-solving skills, with a practical and solutions-focused approach.
• Ability to identify potential risks and take appropriate action or escalate where necessary.
• Good general IT skills and confidence using digital systems to maintain records and monitor compliance.
• Ability to interpret policies, guidance and regulatory requirements and translate these into practical actions.
• Ability to prioritise and manage multiple tasks across three sites.

Desirable

• Knowledge of CQC requirements and the regulatory environment within general practice.
• Knowledge of NHS England and primary care contractual requirements.
• Experience using compliance management systems or digital audit platforms.
• Experience of developing risk registers, compliance trackers or audit programmes.

Qualities and Attributes

Essential

• Highly organised, methodical and conscientious.
• Proactive, reliable and willing to take ownership of issues from identification through to resolution.
• Practical and resourceful, with the confidence to find solutions rather than simply identify problems.
• Strong attention to detail and commitment to maintaining accurate records and evidence.
• Approachable and able to build positive working relationships with colleagues at all levels.
• Confident and professional when dealing with contractors, suppliers and external organisations.
• Able to work independently while recognising when to seek guidance or escalate concerns.
• Calm and resilient, with the ability to manage competing demands in a busy environment.
• Committed to high standards of safety, compliance and patient care.
• Flexible and willing to travel between all three practice sites as required.
• Comfortable being a visible and active member of the Leadership Team.

Desirable

• A genuine interest in improving the working environment and operational efficiency of the practice.
• An interest in sustainability and reducing the environmental impact of healthcare services.
• Experience of working in a rural or community-focused organisation.

Experience

Essential

• Experience of working in an operational, facilities, compliance or administrative management role.
• Experience of coordinating contractors, suppliers and external organisations.
• Experience of maintaining records, schedules, certificates and compliance documentation.
• Experience of identifying issues, assessing risks and ensuring appropriate actions are completed.
• Experience of managing competing priorities and working to deadlines.
• Experience of working collaboratively with colleagues across an organisation.

Desirable

• Experience within primary care, healthcare or another regulated environment.
• Experience of working with CQC requirements or other healthcare regulatory frameworks.
• Experience of premises management across multiple sites.
• Experience of coordinating health & safety, fire safety, Legionella, COSHH or infection prevention and control requirements.
• Experience of working with NHS England, ICBs or other healthcare commissioning organisations.

Qualifications

Essential

• This is not intended to be an exhaustive list of responsibilities. This is a role which requires flexibility and adaptability, and it is expected that you will participate in a wide range of activities which are appropriate to your position, level of expertise and employment grade.
• We may close this vacancy early if we receive a sufficient number of suitable applications, so early application is encouraged.

Desirable

• Health & Safety qualification or training.
• IOSH, NEBOSH or equivalent qualification.
• Qualification or training relating to facilities, compliance, risk management or infection prevention and control.

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

Mortimer Medical Practice

Address

Kingsland

Leominster

Herefordshire

HR6 9QL

United Kingdom

Employer's website

https://www.mortimergpsurgery.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Main Duties

Leadership, Management & Governance

• Provide effective day-to-day leadership and oversight of practice operations across all three sites.
• Lead and coordinate Senior Management Team, Partners, Strategy, Quality, MDT, Nursing, Dispensary and Protected Learning meetings, ensuring actions are followed through.
• Attend relevant PCN, LMC and other external meetings and provide appropriate liaison and representation on behalf of the practice.
• Support the Partners with strategic planning, business development and implementation of agreed priorities.
• Maintain effective staff communication and ensure appropriate information is shared across the practice.

People Management & Workforce

• Lead recruitment, selection and onboarding processes, including pre-employment meetings, DBS checks, contracts and associated paperwork.
• Oversee employment contract changes, appraisals, performance management, absence management, return-to-work processes, exit interviews and staff welfare.
• Authorise annual leave and payroll, ensuring appropriate workforce cover and effective staffing arrangements.
• Maintain the Staff Handbook and oversee mandatory staff training and workforce planning.
• Undertake workforce analysis and support the development of the practice workforce plan.
• Promote a positive, supportive and inclusive working environment.

Quality, Compliance & Patient Experience

• Maintain oversight of CQC compliance and ensure appropriate action is taken in response to regulatory and governance requirements.
• Lead the practice complaints process, compliments, significant events and patient feedback, including the annual KO41b submission.
• Oversee the Data Security and Protection Toolkit, GDPR responsibilities, Subject Access Request support and wider data security requirements.
• Maintain oversight of safeguarding updates, accident reporting, zero tolerance arrangements and other practice policies and procedures.
• Coordinate staff surveys and other activities designed to monitor and improve staff and patient experience.
• Ensure appropriate systems are in place to monitor compliance with NHS and General Practice requirements.

Contractual, Financial & Performance Management

• Maintain oversight of the GMS Contract and associated contractual obligations, including contract variations and commissioning requirements.
• Coordinate practice submissions and performance requirements including CQRS, GPES, QOF, Enhanced Services, IIF, NHDF and QPMS.
• Liaise with the ICB, PCN, NHSE and other commissioning bodies as required.
• Oversee practice insurance arrangements, including premises insurance and Partner/GP indemnity insurance.
• Authorise payroll and support effective financial and resource management within the scope of the role.

Premises, Business Continuity & Operations

• Maintain overall oversight of practice premises and liaison with relevant external providers and stakeholders.
• Ensure effective business continuity arrangements are maintained and regularly reviewed.
• Provide oversight of operational issues across all three sites, ensuring appropriate escalation and resolution.
• Work with relevant managers and external partners to support safe, effective and efficient practice operations.

Digital, IT & Service Development

• Lead and coordinate the practice's digital, IT and AI improvement plan, working with relevant colleagues and external providers.
• Support the implementation and embedding of new systems, technology and ways of working.
• Provide leadership for major service developments, including Care Navigation and Total Triage.
• Support the practice's ongoing development and innovation in response to changes in primary care.

Clinical Governance & Service Development

• Support the clinical leadership team in maintaining effective governance arrangements.
• Oversee relevant practice-wide initiatives including PGDs/PSDs, flu vaccination campaigns, research activity and significant events.
• Support the delivery of enhanced services, neighbourhood health initiatives and other commissioned programmes.
• Liaise with Lead Employer and other external organisations where required.

Additional Responsibilities

• Act as a key point of contact for the Friends of Mortimer and other community stakeholders where appropriate.
• Ensure NHS Digital and other statutory information requirements are met.
• Maintain awareness of developments in primary care and ensure the practice responds appropriately to changes in national and local requirements.
• Undertake other duties commensurate with the role and level of responsibility, as required by the GP Partners or Managing Partner.

The Practice Manager will work collaboratively with the wider management team, with responsibility for specific areas delegated appropriately to other managers and leads. The postholder will retain overall operational oversight, ensuring that delegated responsibilities are effectively managed, risks are identified and escalated appropriately, and the practice operates as a coordinated and cohesive organisation.

Place of Work:

We aim for the main location of work to be at Kingsland Surgery, but there will be requirements to travel to both Orleton Surgery and Leominster Surgery as required by the needs of the business.

Notes

This is not intended to be an exhaustive list of responsibilities. This is a role which requires flexibility and adaptability, and it is expected that you will participate in a wide range of activities which are appropriate to your position, level of expertise and employment grade.

We may close this vacancy early if we receive a sufficient number of suitable applications, so early application is encouraged.

Person Specification

Experience

Essential

• Significant experience in a management role within primary care or a comparable healthcare environment.
• Experience of financial management within a business
• Experience of managing and supporting staff, including recruitment, performance, absence and wellbeing
• Experience of working with GMS/primary care contractual requirements and NHS regulatory expectations
• Experience of managing competing priorities within a busy organisation.
• Experience of managing multi-disciplinary teams and working collaboratively with clinicians and other professional groups.
• Experience of successfully developing and implementing projects, identifying problems, implementing solutions and driving improvement

Desirable

• Previous experience as a Practice Manager or Deputy/Assistant Practice Manager with substantial management responsibility
• Experience of managing a multi-site practice or organisation
• Experience of working within a rural or dispensing GP practice
• Experience of CQC preparation and compliance
• Experience of PCN, ICB and wider primary care relationships
• Experience of supporting financial accounting

Qualifications

Essential

• Relevant management, business, administration or healthcare qualification, or equivalent experience.
• Evidence of continuing professional development relevant to practice management.

Desirable

• AMSPAR qualification or equivalent Practice Management qualification
• Relevant leadership or management qualification
• Training or qualification in employment/HR, finance, governance or health and safety

Skills

Essential

• Excellent communication and interpersonal skills, with the ability to communicate effectively both verbally and in writing, including presenting information to a range of audiences.
• Strong leadership skills, with the ability to motivate, support and develop teams, enhance morale and maintain a positive working environment
• Strong organisational and time-management skills, with the ability to prioritise competing demands, delegate effectively and meet tight deadlines within a fast-paced environment
• Effective problem-solving, analytical and decision-making skills, with the ability to identify issues, assess risks and develop practical solutions.
• Ability to negotiate and identify opportunities to improve and enhance service delivery.
• Ability to build and maintain effective professional relationships and networks, both within the practice and with external organisations and stakeholders.
• Ability to develop, implement and embed policies, procedures and improvements effectively.
• Strong general IT skills and confidence in using a range of digital systems and technologies.

Desirable

• Experience and confidence in using EMIS Web.
• Experience using Docman 10.
• Experience of using NHS primary care reporting and performance systems

Qualities and Attributes

Essential

• Flexible
• Proven organisational skills
• Ability to perform under pressure
• Ability to work well in a team and also on own initiative
• Punctual and committed to supporting the team effort
• Excellent Interpersonal skills
• Trustworthy, with a high level of integrity
• Understand the importance of patient confidentiality
• Self-motivated and proactive
• Clean Driving Licence to carry out home visits
• Attention to detail

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

Mortimer Medical Practice

Address

Kingsland

Leominster

Herefordshire

HR6 9QL

United Kingdom

Employer's website

https://www.mortimergpsurgery.co.uk/ (Opens in a new tab)