Branch Manager (GP Practice) – Maritime Health Partnership
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Job Summary: Branch Manager (GP Surgery) – Maritime Health Partnership
Maritime Health Partnership are seeking a proactive and highly organised Branch Manager to support the effective and efficient operation of one of our Branch Surgery locations in Central Chatham, Medway. The successful candidate will be flexible, agile in their approach with the ability to adapt and respond to business needs and establish themselves as a strong advocate for patients and role model for the Practice and the team.
The successful candidate will assist the Practice Manager and Senior Management team in overseeing all aspects of day-to-day administrative activities, ensuring high-quality service and care to patients, and facilitating the smooth running of the surgery and wider practice team.
This role is pivotal in helping to manage timely access to good quality patient services, optimising patient experience, effective use of appointments and overseeing compliance with NHS regulations and CQC compliance in the location. This will involve maintaining efficient staff (clinical and admin) coordination at local level, effective staff and patient communications and ensuring the Branch location is able to support the needs of local people safely and manage demand within the resources available to us across the group. Making it ideal for someone with excellent management, organisational, and communication skills.
Key Areas of Responsibility
Operational Support:
Assist the Practice Manager in managing patient demand and flow at a busy Branch location.
Overseeing the smooth delivery of clinical services and specialist services / contracts including all aspects of daily operations at the Branch location.
Supervise non-clinical staff, ensuring appropriate staffing levels and managing rotas.
Help oversee patient appointments, ensuring effective scheduling and patient flow.
Liaise with clinical and administrative staff to ensure seamless practice functioning and optimum use of appointments.
Provide oversight to ensure the Practice MDT has adequate on-site clinical supervision.
Support the practice management team in owning, sharing and assisting with areas of priority in the Practice and wider Practice workload.
Patient Services:
Handle patient queries and complaints, providing prompt and courteous responses.
Ensure patient records are accurately maintained and comply with confidentiality regulations (Data Protection Act and GDPR).
Support the team in delivering on key targets and efficiencies.
Support initiatives to improve patient experience and satisfaction.
Act as first point of contact for raising concerns and as a point of escalation.
Maintain an Open Door policy and encourage staff to speak up if something is wrong.
Compliance & Governance:
Assist in ensuring the practice complies with CQC (Care Quality Commission) standards, NHS regulations, and other legal requirements.
Share the vision and drive of the practice for learning and development and thirst for continuous improvement.
Ensure staff regularly use TeamNet and keep up to date on practice policies and procedures and that these are adhered to by all the team.
Support recruitment, induction, and training of staff, ensuring all members of the team understand their role and what is required of them.
Assist in the management of staff performance, appraisals, and development plans.
Ensure appropriate named Clinical Supervision is evident on the Rota for AHP’s / clinical staff working in the Branch.
Oversee staff absence records, ensuring adequate cover at all times.
Monitor health and safety standards within the practice carry out weekly checks.
Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed
Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised
Routine management of own team / team areas, and maintenance of workspace standards
Demonstrate due regard for safeguarding and promoting the welfare of children.
IT & Systems:
Oversee the effective and safe use of the practice’s IT systems, including patient management software.
Help troubleshoot IT issues and liaise with GP IT technical support when necessary.
Assist the Senior Management team and Digital Programme Manager in implementing new technologies and systems that improve practice efficiency.
Communication:
Act as a first point of contact and solution finder between staff and the Practice Manager.
Ensure effective communication between practice staff, patients, and external stakeholders.
Listen and respond to patients with empathy and respect with a view to early local resolution.
Support the reception / admin team in managing patient expectations with the aim of de-escalation of patient concerns and expertly managing conflict resolution in a quality way.
Attend and contribute to practice meetings and staff briefings.
Development & Quality Improvement:
Support the Practice Manager in identifying and implementing process improvements.
Help with audits and quality improvement projects aimed at enhancing practice efficiency and patient care.
Manage Rotas and Clinics in the Branch in a way that optimises access and reduces wastage.
Equality and Diversity:
The successful candidate will actively foster an inclusive and supportive working environment that values and respects the diversity of our staff and the patients we serve. You will play a key role in upholding the practice’s commitment to equality, diversity, and the rights of patients, carers, and colleagues. This includes:
Acting in a way that champions people’s rights, aligning your actions with practice policies, procedures, and current legislation.
Demonstrating respect for the privacy, dignity, and individual needs and beliefs of all patients, carers, and team members.
Behaving in a welcoming, non-judgmental manner that honours the unique circumstances, feelings, priorities, and rights of each person.
Your leadership will reflect our dedication to inclusion, fairness, and respect in all aspects of our care and operations.
Managing Workload and Personal Development
Use initiative to prioritise and manage your workload, delegating tasks appropriately and referring to the senior management team in respect of clinical, managerial and administrative areas when necessary.
Maintain personal and professional development by attending clinical meetings, staff training and Practice / PCN PLT events as required.
Other Duties
The above list is for guidance only as duties may vary with the introduction of new guidelines, technology, evolution and progression of the role
Qualifications & Experience:
Experience in a healthcare administration, supervision or management role, preferably within a GP or NHS setting.
Good understanding of CQC compliance.
Excellent communication and interpersonal skills, with a patient-centred approach.
Proficient in IT, with experience using healthcare systems (e.g., EMIS, Docman).
Strong organisational skills and attention to detail.
Ability to manage multiple priorities and work under pressure.
Desirable Skills:
Previous experience in a management or supervisory role.
Familiarity with GP practice management.
Personal Attributes:
Empathetic and patient-focused.
Proactive and solution-oriented mind-set.
Able to manage multiple priorities
Strong leadership and team working abilities.
Adaptable, flexible and able to thrive in a fast-paced environment.
Benefits and Remuneration:
Annual Appraisal and Pay Review
Competitive Pay and Conditions
Opportunities to grow and develop
Company events / Away days & Christmas Party
NHS pension
Free flu jabs
Wellbeing support
Schedule:
Operational Hours: 08:00 – 18:30
Monday to Friday
Job Types: Full-time (37.5hrs) – Monday - Friday
Or Part Time (Minimum 30hrs pw)
Permanent (subject to probation)
Salary: circa £32,000 per year (Full time – Pro Rata Part Time)
Pay Rate: Depending on experience
