Practice Manager

Hall Green Health (HGH) is committed to delivering high‑quality patient care and we are proud of the positive, supportive environment we have cultivated.

We are looking for a confident and capable Practice Manager with exceptional interpersonal skills to join our strategic leadership team. Reporting to the Managing Partner, you will work closely with our operational and clinical teams, providing leadership and oversight to ensure our services remain responsive, efficient, financially sustainable, and people‑focused.

Operating from modern purpose‑built premises with a branch site close by, we are an innovative general practice of 9 GP Partners, with a large multidisciplinary team of 120 staff, providing care to 31,500 patients.

Experience of working in general practice management is preferred and knowledge of working at scale ideal.

Key Responsibilities

1. Strategic and Operational Leadership
   • Work with the Managing Partner and leadership team to deliver the practice’s strategic priorities.
   • Translate strategy into operational delivery through planning, performance oversight and staff engagement.
   • Drive quality improvement, innovation and business development initiatives.
   • Work closely with the PCN Clinical Director and PCN Board to develop PCN service provision and ensure actions are progressed and income/budgets managed efficiently.
   • Establish and develop productive working relationships with internal and external stakeholders, providing practice representation at external locality/ICB led meetings.
2. Finance and Resource Management
   • Lead and manage the Finance team, ensuring all financial protocols, claims and transactions are timely, compliant, accurate and efficient.
   • Oversee annual and monthly payroll, budget setting, forecasting and financial reporting.
   • Maximise income from NHS and non‑NHS sources.
   • Work in conjunction with the Finance Lead Partner and Accountant to ensure robust leadership and accountability for the financial performance of the practice.
   • Oversee HGH Extended Access Hub to deliver efficient, quality‑led patient services maximising income generation.
   • Ensure financial and people resources are planned and managed efficiently, highlighting areas of concern and action‑planning accordingly.
3. HR and Workforce Development
   • Line manage department managers, providing mentorship and development, monthly review meetings and annual appraisal process.
   • Oversee and develop all HR functions including employment contracts, policies, procedures and job descriptions.
   • Lead clinical and non‑clinical recruitment, induction, staff development and performance management including grievance and disciplinary procedures.
   • Support staff wellbeing, promoting a positive and inclusive culture.
   • Maintain compliance with employment law, contractual obligations and training standards.
   • Maintain compliance with all workforce health and safety requirements.
4. Digital and IT Systems
   • Oversee management of EMIS Web and associated clinical and administration systems.
   • Oversee the digital front door triage system and support patient navigation innovations.
   • Ensure effective use of data, reporting and audit tools.
   • Maintain information governance, data security, cybersecurity, staff and patient confidentiality compliance, and disaster recovery planning and protocols.
   • Work with the PCN Digital and Transformation Lead to ensure effective provision, monitoring and development of digital, telecommunication and IT systems ensuring all are fit for purpose.
   • Ensure practice website and social media communications are informative, engaging and compliant with regulatory requirements.
5. Estates and Facilities
   • Oversee management of practice estates and facilities to ensure compliance with all aspects of legislation including Health and Safety, Disability Discrimination Act and infection control requirements.
   • Ensure facilities contracts, building maintenance and security, and emergency incident procedures are managed effectively.
   • Lead fire safety, infection prevention and equipment testing procedures.
   • Ensure a safe and clean working environment and oversee the effectiveness of cleaning contracts to ensure a high standard is maintained across all premises with appropriate audits, checks and records maintained.
   • Lead and project manage estates improvement activity including the completion of business cases where applicable.
6. Governance and Quality
   • Lead CQC preparedness and maintain compliance with regulatory requirements.
   • Support the practice and GP Partners with CQC inspection visits.
   • Manage Quality Assurance Officer ensuring timely resolution of complaints, patient feedback and learning events, compliant policies, effective data and benchmarking, and promotion of patient compliments for staff.
   • Oversee information governance, risk management and clinical audit processes.
   • Maintain and develop practice protocols and policies to ensure compliance with regulations, legislation and best practice.
   • Oversee staff and patient satisfaction surveys ensuring action plans are developed to improve performance, staff wellbeing and retention.
7. Communication and Engagement
   • Facilitate practice meetings, internal and external communications, and staff briefings.
   • Liaise with IC, PCN, external suppliers and local stakeholders.
   • Support patient engagement through the PPG and feedback mechanisms.
   • Ensure professional, high standards of personal and practice verbal, written and digital communications.
8. Equality, Diversity and Inclusion
   • Monitor and review implementation of the practice Equality, Diversity and Inclusion policy ensuring all staff and GP Partners are aware and adhering to the content.
   • Ensure all staff and GP Partners comply with EDI mandatory training and updates.
   • Support the equality, diversity and rights of patients, carers and colleagues, for example:
     • Acting in a way that recognises the importance of peoples rights, protected characteristics and current legislation.
     • Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
     • Behaving in a manner which is non‑judgemental and respectful of circumstances, feelings, priorities and rights.
     • Ensuring zero tolerance of bullying and harassment amongst patients, carers and colleagues.
9. Continuing Professional Development
   • Effectively manage own time, workload and resources.
   • Assess own performance and take accountability for agreeing priorities, timelines and delivery for high volumes of workload.
   • Participate in annual performance review, taking responsibility for learning and development.
   • Maintain professional and technical knowledge via training, publications, networking and conference attendance appropriate to the role.
   • Flexible to change priorities depending on the needs of the business.
10. Other Responsibilities
    • All other responsibilities as appropriate to the role.

Person Specification

Qualifications

• Literacy and numeracy skills sufficient to manage a small to medium sized business.
• Educated to degree level in healthcare or business.

Experience

• Experience of managing multidisciplinary teams.
• Experience of performance management including appraisals, staff development and disciplinary procedures.
• Experience of successfully developing and implementing projects.
• Experience of HR processes, workforce planning and development.
• Experience of financial management, including forecasting.
• Experience of working in a healthcare setting.
• NHS/primary care general practice experience.
• Relevant health and safety experience.
• Use of EMIS clinical system.

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.

Salary

£55,000 to £65,000 a year, dependent on experience.