Practice Manager Job Description Reporting to: Partners / Practice Lead Role Purpose The Practice Manager is responsible for the day-to-day management of the practice, ensuring high-quality patient care, operational efficiency, and compliance with NHS contractual and statutory obligations. The post-holder will lead and develop both clinical and administrative staff, oversee governance, finance, HR, IT, estates, and service development, and act as the primary contact for external stakeholders. Key Responsibilities Operations Management Oversee day-to-day operations of the practice ensuring staff fulfil their roles effectively. Provide functional management of all clinical and administrative staff. Ensure practice compliance with NHS contractual obligations. Implement systems to monitor performance, identify gaps, and drive continuous improvement. 2. Human Resources Manage recruitment, retention, and onboarding of all staff. Develop, implement, and embed succession planning. Maintain and update job descriptions, contracts, and person specifications. Ensure effective staff appraisals, training, and development. Manage disciplinary and grievance processes in line with HR legislation. Promote a positive workplace culture, teamwork, and inclusivity. 3. Business Development & Service Improvement Develop, implement, and maintain a business continuity plan. Lead service improvement initiatives and coordinate projects across the practice. Keep the practice website updated and promote online patient services. Implement internal and external communication strategies. Take a strategic approach to patient services, ensuring accessibility and responsiveness. Represent the practice in Primary Care Network (PCN) initiatives, liaising with ICBs and local commissioners. 4. Finance Maximise income, manage expenses, and ensure timely payment of bills. Submit reimbursements under NHS contracts and raise invoices for additional services. Prepare budgets, forecasts, and monthly financial reports. Collaborate with accountants and partners on financial planning and reporting. 5. Payroll & Pensions Process monthly payroll using IRIS GP Payroll. Liaise with HMRC regarding PAYE matters and ensure timely payments. Submit annual NHS pension submissions. 6. Enhanced Services & Clinical Systems Ensure the practice meets QOF and NWL contract targets. Coordinate required audits and timely reporting to PCN/ICB. Manage SystmOne appointment systems and clinical rotas, maintaining safe staffing levels. Liaise with locums to ensure appropriate coverage and cost-effectiveness. 7. Information Technology & Clinical Systems Manage IT hardware, software, and security. Ensure IG compliance, GDPR adherence, and DSP Toolkit requirements. Provide induction and training on SystmOne and other IT systems. Maintain NHS mail accounts, smartcards, and user access. Liaise with ICB IT helpdesk for complex issues. Oversee telephone systems, including out-of-hours arrangements 8. Estates & Compliance Ensure appropriate insurance coverage is maintained and renewed. Maintain up-to-date knowledge of Health & Safety, Fire Safety, and Legionella regulations. Conduct annual risk assessments and maintain a risk register. Oversee property maintenance, cleaning, and service contracts. Ensure security systems are functional, documented, and compliant. 9. Governance & CQC Compliance Act as the operational lead for governance and CQC inspection readiness. Maintain clinical governance, information governance, and risk management frameworks. Lead preparation for inspections and follow-up on recommendations. Ensure policies, procedures, and audits comply with national and local guidelines. 10. Complaints & Patient Engagement Manage all complaints and ensure timely responses. Liaise with clinicians to investigate complaints thoroughly. Support and engage with the Patient Participation Group (PPG) at least quarterly. 11. Training & Development Ensure all staff complete mandatory training. Develop and implement training plans for mandatory and role-specific learning. Maintain accurate training records on TeamNet and follow up on incomplete modules. Utilise NWL Training Hub and other resources for staff development. 12. Risk Management & Emergency Planning Maintain and test business continuity and emergency preparedness plans. Conduct and document operational, clinical, and environmental risk assessments. Develop mitigation strategies and maintain a central risk register. 13. Sustainability & Equality Support the practice in implementing NHS Green Plan initiatives. Promote equality, diversity, and inclusion in recruitment, staff management, and patient services. 14. Other Responsibilities Undertake additional duties as requested. Deputise for partners in internal and external meetings. Act as primary contact for NHSE, ICB, PCN, community services, suppliers, secondary care, and other external stakeholders. Engage with collaborative initiatives and service development opportunities.