Duties and Responsibilities of Post include but are not limited to: Act as a central source of information for all staff members Deal with day-to-day queries from all members of the healthcare team and patients Ensure communication systems are running smoothly, and reception staff and clinicians are kept fully informed of changes in procedures. Ensure that all changes in procedures are discussed with the necessary team (face to face or sent by email or task as evidence) Monitor and manage staff sickness records Deal with formal and informal complaints Be available to resolve urgent queries from any staff member ie IT issues, complaints etc Data management Be available to assist any member of the management team with any task in hand and offer support Workflow management Project management support Continually assess and evaluate systems and quality, recommending changes and improvements to the Practice Manager as appropriate Support and mentor staff, both as individuals and as team members Ensure telephone system is working correctly and report any issues if unable to resolve Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures Referral management using electronic referral system (ERS) Participate in recruitment and retention and provide a general personnel management service Take meeting minutes where needed. Also, implement changes discussed in meetings immediately and effectively General reception/admin duties to cover sickness or short staffing levels Monitor staff performance Oversee staff rotas in core hours and out of hours (enhanced access) New staff inductions Non-clinical / Clinical / Locum inductions Deal with annual leave requests Support management of trainees and medical students Monitoring all staff E-learning / mandatory training Manage HR domains in Clarity Teamnet Create and update protocols and policies for the practice. Ensure all staff are aware of updates and provide individual training if required Organise and support COVID/Influenza clinics alongside the practice management team and nursing team Participate and support practice contract work such as QOF (Quality Outcome Framework), Quality Contract & Network Contracts Support and implement new software launches when required Review and manage Significant Events Liaise with management team concerning staffing and organisation of work Reporting all necessary building maintenance and issues when required Support and engage with the practice PPG (Patient Participation Group)