Key Responsibilities 1. Operational Management Ensure the smooth running of appointment systems in collaboration with GPs and clinicians. Work with the Branch Manager and senior receptionists to prepare weekly staff rotas, ensuring adequate coverage. Address patient queries and concerns in line with FEMCs complaints policy. Liaise with the Business Partner and Caldicot Guardian on data protection matters, including FOI, EIR, and SAR requests. Serve as a key communication link between reception staff, GPs, Business Partner, and other FEMC team members. Visit Ringland Medical Practice at least once per week and be based at Cardiff Royal Infirmary at least two days per week (subject to service needs). Lead and implement continuous improvement initiatives to enhance patient services and efficiency. Ensure compliance with all relevant NHS and regulatory guidelines. 2. Financial & Payroll Management Oversee practice finances, ensuring financial sustainability. Process invoices, run monthly payroll, manage HMRC submissions, and oversee pension administration. Reconcile claims submissions and payments. Manage external service contracts (e.g., cleaning, lift maintenance) and highlight any issues. 3. Human Resources & Staff Development Oversee recruitment, retention, and performance management of all FEMC staff. Conduct appraisals for both clinical and non-clinical staff. Ensure all staff have valid DBS checks, MMR vaccination status, and indemnity cover. Address non-clinical issues for GPs and other clinicians as needed. Ensure disability and health & safety assessments are regularly reviewed and implemented. Facilitate multi-disciplinary team meetings and ensure all staff are informed of updates. 4. IT & Systems Management Manage the clinical IT system, ensuring security, performance, and compliance. Troubleshoot and resolve local IT and telephony issues. Maintain and update clinician appointment screens, factoring in holidays and locum cover. Oversee staff training on clinical systems and ensure proper access rights. 5. Complaints & Patient Experience Act as FEMCs Complaints Officer, working alongside the Lead GP to manage the complaints process under Putting Things Right regulations. Ensure FEMC meets all NHS contractual obligations related to patient care. 6. GMS Contract & NHS Cluster Engagement Provide necessary data submissions to the Health Board(s) on a regular and ad-hoc basis. Represent FEMC at cluster meetings, particularly in the absence of the Business Partner. In liaison with the clincial staff, develop and oversee action plans for clinical objectives. 7. Compliance & Governance Ensure FEMC adheres to Data Protection Act and Information Governance regulations. Maintain confidentiality of patient and staff information at all times. Monitor infection control procedures and ensure compliance with mandatory training. Promote a culture of equality, diversity, and inclusivity within the practice. Ensure the practice complies with Health & Safety policies and conducts regular risk assessments. General Responsibilities Ensure reception staff are properly trained and supported in their roles. Keep FEMC policies and procedures updated and communicate changes to staff. Represent FEMC in external meetings when required. Regularly update FEMC leaflets and patient notices. Training & Professional Development Provide ongoing training for new and existing staff on clinical systems and protocols. Ensure all staff complete statutory and mandatory training as required. Organise induction programs for new employees.