Assistant Practice Manager

The Assistant Practice Manager will provide effective management and leadership ensuring operational effectiveness within the admin and clinical team. The role will ensure that the team provides excellent patient care and administrative support, working closely with the Practice Manager to maintain a smooth-running practice. The successful candidate will lead on the day-to-day running of the surgery and take responsibility for certain aspects of the duties associated with management.

It is advantageous that the right candidate will have experience of working in a GP surgery. They should be capable of using their own initiative when required and have the confidence to work alone.

Main duties of the job

To support the Practice Manager in all aspects of practice functionality, motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment.

To manage and coordinate all aspects of practice functionality and management of the reception, motivating and managing staff, patient services, premises, and health and safety management.

Through innovative ways of working, support the Practice Manager leading the team in promoting quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development and ensuring the practice complies with CQC regulations. Duties include:

Team Leadership & Management

Practice Management Support and cover

Reception Management and Operations

Administrative Support

HR

IT and Systems Support

Project Management

Health and Safety

About us

Amwell Group Practice is situated in South Islington with 11,900 registered patients. We have a diverse group of patients and a friendly team. This includes 3 GP Partners, 6 Salaried GPs, Advanced Nurse Practitioner and a Practice Nurse, Pharmacists, FCP, Reception and Admin, Practice Manager and various other PCN Roles.

We are a compassionate team working together to deliver high-quality care to our patients. We are actively involved in our Primary Care Network, the Islington GP Federation and local commissioning structures. The practice is also heavily involved with both undergraduate and postgraduate education.

We promote professional development of all team members and encourage a good life-work balance.

We respect the needs and beliefs of patients and staff without discrimination, in a supportive and friendly environment. We aim to create an atmosphere of personalised care and accessibility, and to work in partnership with patients and other health care professionals.

Job responsibilities

• Lead, support, and supervise the reception and administrative team, ensuring that all staff perform their duties effectively.
• Conduct regular team meetings/daily huddles to communicate updates, address challenges, and promote team development.
• Carry out performance appraisals and one-on-one reviews with reception staff to provide feedback and set objectives.
• Assist in recruitment, onboarding, and development of the reception team.
• Teaching coordinator.

Operational Duties:

Reception Operations:

• Oversee the reception area, ensuring a welcoming, professional, and efficient environment for patients and visitors.
• Manage and resolve patient queries and complaints, escalating issues to the Practice Manager when necessary.
• Ensure reception processes align with practice protocols for appointment bookings, patient registrations, repeat prescriptions, and referral management.
• Coordinate with clinical and admin teams to ensure smooth patient flow and communication between departments.
• Ensure accurate and timely input of patient information on EMIS.
• Monitor the workflow within the reception area, ensuring that patient queries and administrative tasks are handled efficiently.

Communication:

• Act as the primary point of contact between the reception/admin team and clinical staff, facilitating clear and consistent communication regarding schedules and operational protocols.
• Keep the reception staff informed of any changes in practice protocols, training opportunities, or other relevant updates.

Administrative Support:

• Manage appointment schedules and troubleshoot any issues that arise with the booking system.
• Ensure that patient calls, emails, and other communication channels are handled promptly and professionally.
• Oversee and manage the distribution of incoming and outgoing correspondence.

Practice meeting Coordinator:

• Ensure the smooth organisation, scheduling, and execution of all practice meetings with internal and MDT teams.
• Ensure that all IT equipment is properly set up and connected for remote meetings.

HR:

• Participate in recruitment and training processes.
• Assist in staff appraisals as required.
• Allocate, supervise and monitor workloads between reception and admin staff.

IT and Systems Support:

• Act as the IT Lead - Local Administrator/RA, providing support, training and arranging logins for IT systems including Emis, Docman, Accurx, Surgery Connect, ICE, tQuest and others.
• Liaise with the IT Service Desk to resolve hardware and software issues.
• Provide support and training for staff in resolving simple issues with PCs, printers, and phone lines.
• Train staff on Emis, Docman, Accurx, Surgery Connect, and Microsoft Office and other applications.

Project Management:

• Lead and support the development of innovative projects aimed at improving practice processes and optimising workflows.
• Manage and coordinate website updates, ensuring user-friendly design and accessibility for patients.
• Promote and implement the NHS App and other digital tools to enhance patient engagement, streamline services, and improve overall service delivery.

Health and Safety:

• Ensure compliance with Health & Safety regulations by conducting internal audits and risk assessments.
• Ensure staff are trained and aware of relevant Health & Safety procedures.

Other duties:

• Perform additional tasks required for the efficient operation of the practice.
• Undertake mandatory and not mandatory CPD trainings on Practice Index, or training as may be required to develop your skills and abilities.
• Attend refresher and update training for medical emergencies and CPR.
• Attend practice and MS Teams Meetings.
• Cover for the Practice Manager during annual leaves and absences.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of