Job summary We are seeking a dedicated, experienced, and proactive Assistant Practice Manager who will have lead responsibility for Patient Services and Facilities. As a member of the leadership team you will support the Partners and Practice Manager to oversee the smooth operation of our busy GP surgery. You will be responsible for managing the front-of-house reception services, ensuring the highest standard of patient experience is delivered, overseeing facilities and health and safety and supporting the smooth day to day operation of the practice. Main duties of the job Oversee the day-to-day operations of patient services, ensuring a high standard of care and efficiency. Manage the facilities of the practice, ensuring a safe, clean, and welcoming environment for patients and staff. Collaborate with the Practice Manager and Assistant Practice Manager (Finance and Systems) to develop and implement practice policies and procedures. Lead and support the reception team, fostering a positive and productive work environment. Handle patient feedback and complaints, ensuring timely and effective resolution. Coordinate with external service providers for maintenance and facility improvements. Ensure compliance with health and safety regulations and CQC standards. Assist in the development and implementation of patient engagement strategies. Qualifications and Skills: Previous experience in a healthcare management role or similar environment. Strong leadership and organisational skills. Excellent communication and interpersonal abilities. Ability to manage multiple tasks and priorities effectively. Knowledge of CQC standards and health and safety regulations. Proficiency in using healthcare management software and systems. About us Ashley Centre Surgery is a well-established practice based in Epsom town centre serving a diverse community of 10,700 patients. In 2021 we moved into a new state-of-the-art surgery. We are committed to delivering high-quality, compassionate, and efficient healthcare services while fostering a positive, supportive, and rewarding work environment for our staff. We pride ourselves on having a strong, dedicated, and friendly team that works collaboratively to ensure the smooth running of the practice. Our multidisciplinary team includes: GPs & Clinicians Experienced doctors, nurses, health care assistants and allied health professionals committed to patient care. Practice Management Team Led by our Practice Manager, supported by the APM (Finance and Systems) and the APM (Patient Services and Facilities), ensuring operational excellence. Reception & Administrative Teams Providing exceptional patient service and administrative support. As a training practice, we are committed to developing the next generation of healthcare professionals. We host: Trainee GPs who are completing their specialist training in general practice. Medical Students, offering them valuable experience in primary care. Our experienced clinicians provide mentorship and guidance, creating a learning environment that benefits both trainees and our wider team. We are members of Epsom PCN and the GPHP Federation, working collaboratively with local practices to enhance patient care and improve access to services. Date posted 01 February 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Full-time, Part-time Reference number A0484-25-0000 Job locations Ashley Centre Surgery Ashley Road Epsom Surrey KT18 5AQ Job description Job responsibilities The following are the core responsibilities of the Assistant Practice Manager (Patient Services & Facilities). There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels 1. Supporting the Practice Manager in the day-to-day operations of the practice, ensuring staff achieve their primary objectives 2. Oversee the day to day operation of the reception team ensuring a high standard of patient service and service delivery. 3. Line manage the reception team, including recruiting and inducting new staff, identifying training and development needs and facilitating appropriate training and providing guidance and direction. 4. Following HR policies and procedures as set out in the staff handbook and terms of employment. 5. Compiling and administering of staff roster, including approval of annual and other leave and overtime (within guidelines) to ensure there is adequate cover to maintain service, including providing cover for the reception team when required. 6. Manage the appointment book/planner in line with agreed policies. 7. Deal with more complex enquiries from patients including informal and formal complaints relating to patient experience escalating to the practice Manager when required. 8. Administration and configuration of systems used in support of the reception service (i.e. telephones, triage, patient calling screens and self-check-in). 9. Ensure that the registration process, including the provision of appropriate information, for new and temporary patients, is followed. 10. Facilitate and support the patient participation group, working with the Practice Manager and GP leads. 11. Actively encourage and promoting the use of patient online services, Including the website, patient triage and NHS App. 12. Responsibility for ensuring that all payments received via reception are recorded and accounted for in line with agree procedure. 13. Accounting for petty cash on a weekly basis. 14. Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary. 15. Oversee the general maintenance of the practice, ensuring a safe and welcoming environment for staff and patients. 16. Liaise with external contractors and service providers for maintenance, cleaning, security, and other facility-related services. 17. Ensure compliance with health and safety regulations and CQC standards, including fire safety, water safety, infection control, waste management and risk assessments. 18. Support the Practice Manager in managing emergency procedures and contingency planning. Job description Job responsibilities The following are the core responsibilities of the Assistant Practice Manager (Patient Services & Facilities). There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels 1. Supporting the Practice Manager in the day-to-day operations of the practice, ensuring staff achieve their primary objectives 2. Oversee the day to day operation of the reception team ensuring a high standard of patient service and service delivery. 3. Line manage the reception team, including recruiting and inducting new staff, identifying training and development needs and facilitating appropriate training and providing guidance and direction. 4. Following HR policies and procedures as set out in the staff handbook and terms of employment. 5. Compiling and administering of staff roster, including approval of annual and other leave and overtime (within guidelines) to ensure there is adequate cover to maintain service, including providing cover for the reception team when required. 6. Manage the appointment book/planner in line with agreed policies. 7. Deal with more complex enquiries from patients including informal and formal complaints relating to patient experience escalating to the practice Manager when required. 8. Administration and configuration of systems used in support of the reception service (i.e. telephones, triage, patient calling screens and self-check-in). 9. Ensure that the registration process, including the provision of appropriate information, for new and temporary patients, is followed. 10. Facilitate and support the patient participation group, working with the Practice Manager and GP leads. 11. Actively encourage and promoting the use of patient online services, Including the website, patient triage and NHS App. 12. Responsibility for ensuring that all payments received via reception are recorded and accounted for in line with agree procedure. 13. Accounting for petty cash on a weekly basis. 14. Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary. 15. Oversee the general maintenance of the practice, ensuring a safe and welcoming environment for staff and patients. 16. Liaise with external contractors and service providers for maintenance, cleaning, security, and other facility-related services. 17. Ensure compliance with health and safety regulations and CQC standards, including fire safety, water safety, infection control, waste management and risk assessments. 18. Support the Practice Manager in managing emergency procedures and contingency planning. Person Specification Skills Essential Excellent leadership and team management skills with ability to lead, motivate and train staff Ability to work as a team member and autonomously Excellent communication skills, with a patient focused approach Ability to prioritise, delegate and work to tight deadlines Ability to manage patient complaints professionally and sensitively Good organisational and problem-solving skills, with attention to detail. Competency in using IT systems, including Microsoft Office and patient management systems Desirable Knowledge of EMIS/SystemOne/Vision user skills Understanding of CQC regulations and NHS policies Qualifications Essential Good standard of education with excellent literacy and numeracy skills Desirable Educated to A level/equivalent or with higher relevant experience AMSPAR Qualification Leadership and/or management qualification Training or qualification in health and safety or facilities management Experience Essential Experience of working in a reception, administrative or supervisory role within a healthcare setting Desirable Experience of leading multi-disciplinary teams NHS/primary care/general practice experience Relevant health & safety experience Person Specification Skills Essential Excellent leadership and team management skills with ability to lead, motivate and train staff Ability to work as a team member and autonomously Excellent communication skills, with a patient focused approach Ability to prioritise, delegate and work to tight deadlines Ability to manage patient complaints professionally and sensitively Good organisational and problem-solving skills, with attention to detail. Competency in using IT systems, including Microsoft Office and patient management systems Desirable Knowledge of EMIS/SystemOne/Vision user skills Understanding of CQC regulations and NHS policies Qualifications Essential Good standard of education with excellent literacy and numeracy skills Desirable Educated to A level/equivalent or with higher relevant experience AMSPAR Qualification Leadership and/or management qualification Training or qualification in health and safety or facilities management Experience Essential Experience of working in a reception, administrative or supervisory role within a healthcare setting Desirable Experience of leading multi-disciplinary teams NHS/primary care/general practice experience Relevant health & safety experience 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 Ashley Centre Surgery Address Ashley Centre Surgery Ashley Road Epsom Surrey KT18 5AQ Employer's website https://Ashleycentresurgery.co.uk (Opens in a new tab)