Deputy Practice Manager

Job responsibilities

Operational & Administrative Management

• Support the smooth and efficient running of the practice, dynamically balancing competing priorities and adapting to workload and staffing pressures
• Undertake and oversee administrative tasks as delegated by the Practice Manager and Lead GP
• Ensure appropriate delegation of tasks to the most suitable team members or professionals
• Contribute to continuous improvement in administrative processes, including increasing automation and the use of digital tools
• Duties may vary in response to operational demands and service needs
• Deputise for the Practice Manager in their absence, ensuring continuity of operations and decision-making

Finance and Claims Management

Manage Prescription Pricing Authority (PPA) claims, ensuring:

• All claims are accurate and submitted to PCSE by the 5th of each month
• All prescriptions are correctly processed and included
• Regular review and updating of claimable drugs in collaboration with the Practice Nurse
• Submit quarterly Local Enhanced Service (LES) claims accurately and on time
• Support the Practice Manager in ensuring financial processes are efficient and compliant

Workforce Coordination and Leadership

• Support the coordination of staffing to meet service demand, including liaising with GPs and associated staff to ensure appropriate cover for enhanced access sessions
• Provide supervision and leadership to administrative and reception teams
• Act as a positive role model, fostering a supportive, collaborative team culture
• Support recruitment processes and lead on the induction of new staff
• Promote ongoing staff development, including participation in learning and educational activities
• Support staff development through training in clinical systems, data quality, and basic IT competencies

Patient Services

• Ensure high-quality patient service delivery and experience
• Support the handling and resolution of patient queries and complaints
• Act as a point of escalation for complex administrative or service issues
• Governance, Quality & Compliance (including confidentiality and information governance)
• Support compliance with CQC standards and NHS contractual requirements
• Assist with audits, data quality, and service improvement initiatives
• Maintain awareness of confidentiality, information governance, and data protection regulations
• Support the production of data and information for clinical audit and quality improvement activities, in collaboration with clinical leads and subgroups
• Promote the effective maintenance and validation of disease registers, supporting staff to understand their importance in delivering high-quality patient care and meeting contractual requirements
• Maintain strict confidentiality in relation to patient, staff, and organisational information at all times
• Handle personal and sensitive data in accordance with data protection legislation (GDPR) and practice policies
• Ensure information is only shared with authorised individuals on a need-to-know basis
• Contribute to continuous quality improvement and risk management within the practice
• Identify and escalate quality or safety concerns appropriately
• Reflect on performance and contribute ideas to improve team effectiveness and service delivery
• Work collaboratively with internal and external stakeholders to improve patient outcomes
• Manage time and resources effectively to support service delivery

1. IT & Systems Development

• Support the optimisation of clinical and administrative systems
• Promote and implement improvements in digital working and automation
• Ensure accuracy and efficiency in data handling and reporting
• Identify and recommend system and infrastructure improvements, including hardware and software upgrades, to enhance efficiency and service delivery
• Act as a liaison with external IT providers (e.g. ICB and NHS IT support services) to ensure timely resolution of system, hardware, and software issues
• Provide training and ongoing support to staff in the effective use of clinical systems (e.g. EMIS/SystmOne), ensuring safe and efficient utilisation
• Support staff in resolving basic IT issues, including PCs, printers, and common system problems, escalating where necessary
• Promote and support adherence to data quality standards, ensuring staff understand and follow best practice in data entry and record management

Strategic & Organisational Support

• Support delivery of practice objectives and service developments
• Contribute to planning and implementation of new initiatives
• Represent the practice in meetings where appropriate

Communication and Partnership Working

• Communicate clearly and effectively with colleagues, patients, and carers, promoting a professional and supportive environment
• Recognise and respond appropriately to individual communication needs, including those requiring alternative or accessible formats
• Promote open, inclusive communication across the multidisciplinary team

General Responsibilities

Contribute to effective Health and Safety and Infection Control:

• Promote and maintain a safe working environment in line with practice policies
• Identify and manage risks within the workplace, reporting hazards promptly
• Adhere to infection prevention and control procedures
• Maintain a clean, safe, and organised working environment
• Participate in mandatory health and safety and infection control training

Promote Equality, Diversity and Belonging by:

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