Support Manager inSheffield inSheffield PUBLISHED FRI 1 NOV 2024

Primary Care Sheffield has an exciting new opportunity for a candidate with leadership experience to join our organisation as a Support Manager at Heeley Green Surgery.

For more information about the role and the practice, please contact Lucie Moore, Operations Manager at

Hours are 25 to 30 per week split over 4 days, Thursday is non-working day.

Interviews will be held on 3rd and 4th of December 2024

Informal visits to the practice are encouraged, please contact to arrange.

For queries about the role please contact

This vacancy may close early depending on the number of applications.

To provide management support to the Operational Managers and direct reports to ensure people are supported to perform their roles to enable them to make a significant contribution to individual and team performance.

To provide line management support and mentorship of staff working within Heeley Green Surgery

To be a key member of the management team working alongside managerial and clinical leads to ensure consistent high standards of service are delivered.

To ensure that the administrative functioning of the service provided to staff, service users and key stakeholders is maintained to a high standard.

You will work with the management team to support the governance of the service including producing information for performance management purposes and the on-going monitoring and delivery of key performance areas.

You will be responsible for co-ordination of clinical rotas and pay roll submissions including the management of holidays and other periods of absence and ensuring adequate cover arrangements are in place.

This post involves significant organisational tasks, effective team working and a high level of communication skills.

About us

Organisational Values

As an employee of Primary Care Sheffield, you will be committed to PCS organisational values:

Openness: ensuring transparency sharing knowledge and welcoming feedback

Person Centred: Being empathic and understanding of the individual

Innovative: Embracing change and inquisitive of new solutions

Ambitious: Working towards the best for Sheffield and its people

Empowering: Actively engaging staff, our population and partner organisations in improving the health and wellbeing of Sheffield people.

About Us

Primary Care Sheffield (PCS) is a GP-led organisation. Our shareholders are 75 GP practices in Sheffield covering around 600,000 patients. As well as providing a unified voice for general practice in the city, we play an active role both within our Accountable

Care Partnership (ACP) and the wider South Yorkshire and Bassetlaw Integrated Care System (ICS). You will play a key role in ensuring we embed high standards of patient care and the services we provide are of high quality.

Were ambitious for our shareholders and so we continue to work hard, both with providers and commissioners, to find new ways of maximising positive patient outcomes and experiences.

Main Duties and Responsibilities

The Practice Support Manager will be responsible for the delivery of an innovative, professional, high quality and efficient service to the PCS Group General Practice. The post holder will work collaboratively with the Operations Manager and the Head of Service to continually seek ways to improve processes, efficiency and to promote agile ways of working.

To provide management support to the Practice Team and Operational Managers, to ensure people are supported to perform their roles positively contributing to team performance.

To provide line management support and mentorship of staff working within the PCS Group Practice and services.

To be a key member of the management team working alongside managerial and clinical leads to ensure consistent high standards of service are delivered.

To ensure that the administrative functioning of the service provided to staff, service users and key stakeholders is maintained to a high standard.

You will work with the management team to support the governance of the service including producing information for performance management purposes and the on-going monitoring and delivery of key performance areas.

You will be responsible for ensuring the daily operations of the practice are undertaken including clinical rotas, pay roll submissions including the management of holidays and absences and ensuring adequate cover arrangements are in place.

This post involves significant organisational tasks, effective team working and a high level of communication skills.

Principal Duties

To support the Management Team in the daily operational management of the PCS Group Practice. Responsible for the co-ordination of reception rotas across all the practice ensuring an adequate level of cover is maintained. Will be responsible for working front-line as and when required.

Supervision/line management of administrative staff, retaining appropriate documentation in the HR records. This will include all aspects of HR processes including addressing minor disciplinary/performance issues and undertake any investigations as necessary.

Ensure safe and robust IT systems are in place and support the service in the development of IT, information and the Clinical System, including responsibility for key pieces of admin work relating to performance.

Attend key meetings representing and advocating on behalf of the administrative staff.

Provide leadership to the team ensuring we build and maintain a competent and highly-motivated workforce. Devise and implement effective internal comms to support staff, service providers and subcontractors to help you.

To support the recruitment, induction, training and supervision of new administrative staff. To produce Job descriptions, person specifications for administrative staff in consultation with the Head of Service.

To ensure written procedures for administrative aspects of the service are regularly updated.

Implement systems for improving quality of customer service including direct supervision to handle complaints.

To contribute to developing a positive working environment and welcoming service with other team members and those visiting the practice services

To work within and adhere to human resources policies and procedures.

To ensure accurate records are kept of all clinical staff absences including clinical sickness/annual leave/training etc and to ensure cover is provided during absences to maintain an efficient and effective service to patients.

Organise, co-ordinate & participate in meetings, PLI events, workshops, training events and service planning discussions as necessary.

Oversee administration staff for the ordering of office and clinical equipment and their maintenance.

To contribute to the financial sustainability of the practice by maximising income streams such as QOF. Working alongside the Clinical Lead monitor the practice achievement within year, review and mobilise staff to achieving full QOF funding.

To oversee the ordering of vaccines and stock, booking clinicians for clinics, inviting patients, read coding and reception reporting for annual Flu Clinics and other vaccination programmes which may be nationally directed.

Encourage patient participation with the practice, being proactive by sending Friends and Family Questionnaires and actively engage in Patient Participation Group.

Maintain and create as required, clinical rotas and ensure clinical staffing is upheld to specified levels. Escalating to the Operations Manager should there be a difficulty in maintaining service.

To oversee and ensure daily prescriptions, nomads and repeat dispensing processing are being followed.

Developing protocols and ensuring robust policies and procedures are in place which fit with PCS policies and procedures

Provide training and development opportunities for practice staff.

Clinical System administrator responsible for the induction and set up of new users, system maintenance and back-up procedures.

To take the lead in relation to specific development projects and to ensure effective and robust project management

Establish and maintain effective communication networks within and across PCS services

Production of documents and reports for management purposes including analysis of data

To project manage as and when required.

Support to respond in a timely and appropriate manner to verbal and written complaints about the service in line with PCS Policy. Record using appropriate methods ensuring that PCS complaints procedure is implemented efficiently and sensitively.

Ensures a high standard of confidentiality and respect in all office communications whether face-to-face, over the phone or by email

To work flexibly and with initiative to meet the needs of the department.

Works within professional directorate and service guidelines, ensuring provision of efficient management/administrative service and office systems for all aspects of the service.

Respond appropriately to grumbles and refer any unresolved issues to senior management where necessary, recording using appropriate methods.

General

The post holder will:

Responsible for continuing personal development in line with PCS policies

To partake in an annual PDR with line manager

To undertake any other duties as may reasonably be delegated to the grade and function of the post