Practice Manager in Norwich

An exciting opportunity has arisen for the role of Practice Manager at the Woodcock Road Surgery, a long-established friendly surgery located in the centre of Norwich providing primary care services to approximately 8,500 patients. The partners are looking for an exceptional leader with strong business management skills, particularly in managing teams, project management, HR, finances, public relations, and strategic planning. The Practice Manager should have experience of managing IT systems and be suited to a confident and credible professional who thrives in complex environments.

Main duties of the job

The successful candidate will need to work collaboratively with the 4 GP partners, as a group and individually, to develop and implement strategies. They will lead a wider practice team, with support from an Operations Manager, Office Manager, and Data and Quality Lead. They will need to have demonstrable project management experience and be able to manage concurrent projects from start to finish using quality improvement methodologies. We are looking for a confident and resilient individual with excellent communication skills. It is essential that the new manager can ensure that the practice continues to run smoothly, working closely with the East Primary Care Network (PCN) and exploring opportunities for collaborative working. Individuals should be adaptable and able to understand and respond to the diverse and dynamic nature of the role, balancing the needs of the practice with the ever-changing challenges of providing healthcare. We are open to change and looking to develop future systems that support excellent patient care and staff wellbeing. Previous primary care management experience is not essential for this role; however, individuals without previous primary care experience will have to demonstrate transferable knowledge and skills.

About us

We are a busy City Practice, providing services for 8,500 patients. Our team includes 4 GP Partners, 1 Salaried GP, 2 Nurses with a variety of skills including Sexual Health and Diabetes Management, a Health Care Assistant, and a Phlebotomist, along with a Clinical Pharmacist and a Physician Assistant. The clinical team is supported by a skilled and well-organised administration team. We use SystmOne for our Clinical system and also utilise various digital platforms such as Accurx and our online triage system to support our processes. We are a well-established training Practice and welcome GP Registrars on six-monthly placements.

Job responsibilities

• Contract Management: Manage all Practice contracts with the support of the Contracts Manager, PCN, QOF, Public Health, Local Enhanced Services, and others. Negotiate reviews of current contracts and new contracts.
• Finance: In collaboration with our accountants and the Partners, oversee the financial processes of the Practice. Support the Partners in developing and reviewing the strategy and plans on an annual basis. Provide the necessary detailed information for these discussions.
• People Development and Management: Ensure all staff have active development plans with effective appraisals and supervision. Manage Direct Reportees: Operations Manager, Office Manager, and care coordinators.
• Operational Oversight: Ensure the daily operations of the Practice are efficient and effective by having good monitoring tools in place, including IT, buildings, suppliers, and online systems.
• Marketing and Communications: Develop, implement, and embed an effective marketing and communications strategy (internal and external).
• Governance: Ensure clinical and non-clinical governance is effective and well managed, including CQC, infection control, audits, and legal compliance.

The Practice Manager is responsible for:

• Overarching management of all clinical and administrative staff.
• Managing the recruitment and retention of staff, having an effective appraisal system, and resolving disciplinary or grievance issues.
• Maintaining and ensuring compliance with HR legislation.
• Overseeing that all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively.
• Managing the financial elements of the practice, including budgets, petty cash, payroll, payments, and receipts.
• Ensuring the practice explores all opportunities to maximise income and reduce expenditure in collaboration with the partners.
• Briefing partners on all financial matters, including forecasting and future sustainability.
• Managing contracts for services, e.g., cleaning and building maintenance.
• Coordinating the procurement of practice equipment, supplies, and services.
• Coordinating the reviewing and updating of all practice policies and procedures.
• Acting as the primary point of contact for NHS(E), ICB, PCN, and any other external organisations and stakeholders.
• Leading and coordinating all projects within the practice.
• Ensuring the team reaches the QOF targets.
• Ensuring ongoing practice CQC compliance.
• Developing and coordinating an effective communication strategy.
• Overall responsibility for all incoming emails into the practice.
• Ensuring the practice maintains compliance with its NHS contractual obligations.
• Providing support to the partners and the partnership to ensure excellent team-working.
• Instigating effective partner meetings with clear agendas, minutes, and action plans.
• Management of all complaints in line with current legislation and guidance.
• Management of the estates and facilities, including health and safety aspects.
• Working with external IT providers to ensure that the practice's IT system and other technology are secure, efficient, and compliant with all relevant legislation.
• Running searching and interpreting data analysis when required.
• Ensuring compliance with IT security and IG in liaison with the external Data Protection Officer.
• Coordinating the practice diary, making sure meetings are scheduled appropriately.

Person Specification

• Good standard of education with excellent literacy and numeracy skills.
• At least 3 years experience of leadership in Primary Care.
• Experience of overseeing financial procedures including budget and cash flow forecasting.
• Experience of working in a Primary Care setting.
• Experience of performance management, including appraisal writing, staff development, and disciplinary procedures.
• Experience of successfully developing and implementing projects.
• Experience of chairing meetings, producing agendas, and minutes.

Skills

• Ability to exploit and negotiate opportunities to enhance service delivery.
• Excellent communication skills (written, oral, and presenting).
• Excellent leadership skills.
• Effective time management (Planning & Organising).
• Ability to network and build relationships.
• Proven problem-solving & analytical skills.
• Ability to develop, implement, and embed policy and procedure.
• Ability to motivate and train staff.

Personal Qualities:

• Polite and confident.
• Flexible and cooperative.
• Excellent interpersonal skills.
• Motivated and proactive.
• Ability to use initiative and judgement.
• Forward thinker with a solutions-focused approach.
• High levels of integrity and loyalty.
• Sensitive and empathetic in distressing situations.
• Confident, assertive, and resilient.
• Ability to drive and deliver change effectively.
• Ability to motivate teams, enhance morale, and maintain a positive working environment.

Other requirements:

• Flexibility to work outside of core office hours when necessary.
• Maintains confidentiality at all times.
• 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.