GENERAL The post-holder will need to become familiar with all functions of the Practice clinical system and applications plus national and local quality standards for primary care/general practice. Training can be given if the candidate is not experienced in these areas Lead on the recording and management of significant events ensuring these are recorded in a timely fashion using Teamnet and are discussed at Operations and monthly quality meetings and learning is disseminated. In conjunction with the Management team, undertakes specified duties in relation to fire safety, Health and Safety and risk management within the Practice including risk assessments for various areas within the practice where operational control sits within the role. To undertake regular delegated tasks and special projects as delegated by the Strategic Business Manager or Clinical Services Manager As necessary, to attend any meetings as requested or on behalf of the Practice and undertake follow up action To minute any meetings as required including monthly Quality and Assurance meetings and staff meetings as needed. Assist the management team in compiling and updating policies and procedures in all areas of the Practice Ensure effective delegation where appropriate Contribute to Practice strategy, formulate objectives and research and develop ideas for future Practice development and Confederation working Assist the Strategic Business Manager in the writing of business plans, where appropriate and any research required The range of work undertaken in providing management support will vary in detail in the light of changing demands and priorities within the Practice Support the Practice and the management team in maintaining its CQC Good rating and strive towards an Outstanding rating Liaise with the team in monitoring of the Quality and Outcomes Framework, and support this work as required to ensure all targets are being met Oversee the management of the cleaning staff and cleaning within the practice, ensuring that all audits and cleaning schedules are adhered to. ESTATES MANAGEMENT AND HEALTH AND SAFETY Ensure the Practice premises are properly maintained and cleaned and that there are adequate security and fire prevention systems are in place and policies are followed at all times Oversee maintenance of the building and equipment, arranging repairs/contractors, as required ensuring best value for money at all times Along with the practice management team, implement health and safety and associated provisions, ensuring that audits and inspections are undertaken in accordance with these provisions and procedures Identify the risks involved in work activities and undertaking such activities in a way that manages those risks. Reports any potential risks identified to the Strategic Business Manager or Clinical Services Manager, as appropriate. ORGANISATIONAL Convene meetings, prepare agendas and ensure distribution of minutes as necessary Carry out audits and reports as required Review processes and guidelines as required Provide holiday backfill for administrative functions within the practice PATIENT SERVICES Maintain registration policies and monitor patient turnover and capitation in collaboration with the Reception Supervisor Lead on the development and design, and assist in the maintenance of the Practice Patient Participation Group attending meetings as required With the Clinical Services Manager oversee and manage effective appointments Manage patient surveys and provide reporting to the management team and GP Partners Provide first point of contact for patient advice and queries including the management of same day complaints or issues for local resolution. Assist the Clinical Services Manager and responsible Clinical Partner Governance lead to provide an effective complaints management system providing all administrative support for responses and patient outcomes. INFORMATION MANAGEMENT AND TECHNOLOGY Work the Practice IT leads and PCN IT and Transformation lead for IT issues within the practice. Work with systems suppliers to solve any problems Advanced user (super user) of the Practice clinical system to enable intricate data analysis Work with the HR Administrator in the management of Agilio TeamNet (intranet) including ensuring staff are using it correctly and the content is reviewed regularly Keep abreast of the latest developments in primary care IT and where appropriate share learning and information with the practice team Arrange/manage annual calibration/PAT testing In conjunction with PCN IT and Transformation lead and Clinical Services Manager, ensure that the Practice has effective IT data security Organise, oversee, and evaluate IT training as required for various teams. Assist in the management, development and upkeep of the Practice web site HUMAN RESOURCE Work in accordance with Practice policies and procedures and current employment law, including: Managing the training process and schedule for staff in collaboration with the HR Administrator Full absence management for responsible staff Appraisals for responsible staff Keep abreast of changes in employment legislation Assist the Strategic Business Manager or Clinical Services Manager with any major changes to the workforce, taking responsibility for implementation if required Ensure quality standards are maintained