The following is the list of key tasks and responsibilities expected from the role: Human Resources Line management of the Reception Manager and Admin Team and act as a practice level supervisor and lead for all ARRS staff. Managing the recruitment and retention of staff and maintaining accurate records. Establishing, reviewing and regularly updating job descriptions and person specifications. Ensuring all staff are legally and gainfully employed and that they understand the roles expected of them. Developing, implementing and embedding an effective staff appraisal system. Managing grievance and disciplinary issues in line with practice procedures and to suitable conclusion. Ensuring compliance with all HR requirements and legislation. Ensure adequate staffing levels are maintained across the practice. Evaluate performance of the Practice team against objectives, identify and manage change. Ensure all staff have the appropriate level of training to enable them to carry out their roles and to enable them to develop and progress in line with personal development plans. Lead on development of the staff health and wellbeing strategy and implementing its actions. Ongoing review and update to all items within GPTN and ensure staff are using it fully and effectively. Act as an out of hours contact for staff in urgent or emergency situations and in relation to absences. Patient Service Delivery Ensure compliance with patient confidentiality at all times, in line with current legislation. Facilitate, promote and support the Patient Participation Group. Ensure all patient information is accurate, easily accessible and kept-up-to-date. Ensure patient involvement and engagement with practice goals. Ensure an effective complaints policy is in place and that complaints are handled in accordance with that policy and by required deadlines, keeping appropriate records and reporting accordingly when required. Actively encourage and promote the use of patient online services and ensure staff have the knowledge and resources to signpost patients correctly. Produce and publish communication for internal and external use such as a practice newsletter on a quarterly basis. Reviewing and updating the practice website. Governance Ensure that the Practice complies with all Care Quality Commission legislation. Be responsible for the pro-active assessment & implementation of new policies, procedures and protocols and monitor outcomes and ensure the regular review of existing policies and procedures. Be responsible for the production of information and audits required by the practice, the NHS and other organisations. Undertake risk assessments and manage the Practice risk register. Information Technology Plan and manage changes or developments to IT systems Oversee training for all new technology as required. Be responsible for ensuring the Practice complies with the Information Governance Framework and IT security, run audits and completing the annual DSPT. Ensure that appropriate system documentation is maintained and staff are aware of support pathways when problems occur. Obtain and maintain computer equipment to enable the day-to-day running of the practice. Manage practice IT systems and delegate staff as appropriate to act as administrators or champions. Have oversight of the practice telephone system, add new users, run reports, make adjustments to call flow where necessary and in particular in the absence of the Reception Manager or her deputy. Practice Organisation Oversee the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities and working n conjunction with other leads/managers as required. Ensure that the Practice delivers all services in line with NHS contractual obligations. Promote and represent the Practice at external meetings / workshops and maintain up to date knowledge of NHS developments. Develop and maintain effective communication both within the Practice and with all relevant outside agencies, with close liaison with the SWL ICB and PCN colleagues. Maintain overall responsibility for administration, ensuring it remains effective and efficient. Maintain the practice diary, convene practice meetings, prepare agendas and ensure distribution of minutes ensuring that actions are documented and fulfilled. Be responsible for significant event and adverse incident reporting and ensuring reporting and actions are completed and records are maintained. Lead change and continuous improvement initiatives acting as a central link to all projects. Co-ordinate and lead the compilation of practice reports associated with key lead areas such as governance, staffing, premises and IT. Support the team as a whole to reach QOF and other targets and where appropriate to the lead areas of the role. Develop, implement and embed an effective communication strategy (internal and external). Act as a primary point of contact for NHSE, SWLICB, Sutton PCN, Community services, suppliers and other agencies. Premises, Health & Safety, Equipment and Purchasing Ensure premises are cleaned and maintained to the highest standard, with adequate security and fire protection. Negotiate new contracts as required. Ensuring premises related risk assessments are carried out at appropriate intervals and actions implemented. Develop and review Health & Safety policy and procedures, in line with current legislation and ensure compliance. Manage the procurement of suitable equipment, supplies and services in conjunction with other staff as needed. Provide out of hours emergency key holding and response as required.