About us
PICS is the employer for this role. We collaborate with patients and partners to design and deliver clinically robust health and social care solution through Community Services, Out of Hospital Services, GP Practices, and Primary Care Networks. Find out more about us: http://picsnhs.org.uk/.

Benefits of working for PICS
We offer a comprehensive package which includes:

• Access to the NEST Pension Scheme
• Alternative government-based scheme (subject to eligibility)
• Competitive leave entitlement that includes maternity, paternity and adoption leave, study leave allowance, and sickness provisions
• Access to education and training opportunities, depending on your role (CPPE Pharmacy, NHS England Roadmap for First Contact Practitioners, apprenticeship schemes, support professional development)
• Working in a multi-disciplinary team with support from a wide variety of professionals
• A flexible approach to a work-life balance
• Cycle to work scheme (subject to eligibility)
• Access to Blue Light Card scheme
• All staff events and conferences
• Staff engagement (Wellbeing Group, EDI Network, Staff Focus group)
• Free parking across many sites
• Personalised induction into the company and job role

Job responsibilities
KEY RESPONSIBILITIES
Operational & Administrative Management

• Support the smooth and efficient running of the practice, dynamically balancing competing priorities and adapting to workload and staffing pressures
• Undertake and oversee administrative tasks as delegated by the Practice Manager and Lead GP
• Ensure appropriate delegation of tasks to the most suitable team members or professionals
• Contribute to continuous improvement in administrative processes, including increasing automation and the use of digital tools
• Duties may vary in response to operational demands and service needs
• Deputise for the Practice Manager in their absence, ensuring continuity of operations and decision-making

Finance and Claims Management

• Manage Prescription Pricing Authority (PPA) claims, ensuring:
• All claims are accurate and submitted to PCSE by the 5th of each month
• All prescriptions are correctly processed and included
• Regular review and updating of claimable drugs in collaboration with the Practice Nurse
• Submit quarterly Local Enhanced Service (LES) claims accurately and on time
• Support the Practice Manager in ensuring financial processes are efficient and compliant

Workforce Coordination and Leadership

• Support the coordination of staffing to meet service demand, including liaising with GPs and associated staff to ensure appropriate cover for enhanced access sessions
• Provide supervision and leadership to administrative and reception teams
• Act as a positive role model, fostering a supportive, collaborative team culture
• Support recruitment processes and lead on the induction of new staff
• Promote ongoing staff development, including participation in learning and educational activities
• Support staff development through training in clinical systems, data quality, and basic IT competencies

Patient Services

• Ensure high-quality patient service delivery and experience
• Support the handling and resolution of patient queries and complaints
• Act as a point of escalation for complex administrative or service issues

Governance, Quality & Compliance (including confidentiality and information governance)

• Support compliance with CQC standards and NHS contractual requirements
• Assist with audits, data quality, and service improvement initiatives
• Maintain awareness of confidentiality, information governance, and data protection regulations
• Support the production of data and information for clinical audit and quality improvement activities, in collaboration with clinical leads and subgroups
• Promote the effective maintenance and validation of disease registers, supporting staff to understand their importance in delivering high-quality patient care and meeting contractual requirements
• Maintain strict confidentiality in relation to patient, staff, and organisational information at all times
• Handle personal and sensitive data in accordance with data protection legislation (GDPR) and practice policies
• Ensure information is only shared with authorised individuals on a need-to-know basis
• Contribute to continuous quality improvement and risk management within the practice
• Identify and escalate quality or safety concerns appropriately
• Reflect on performance and contribute ideas to improve team effectiveness and service delivery
• Work collaboratively with internal and external stakeholders to improve patient outcomes
• Manage time and resources effectively to support service delivery

IT & Systems Development

• Support the optimisation of clinical and administrative systems
• Promote and implement improvements in digital working and automation
• Ensure accuracy and efficiency in data handling and reporting
• Identify and recommend system and infrastructure improvements, including hardware and software upgrades, to enhance efficiency and service delivery
• Act as a liaison with external IT providers (e.g. ICB and NHS IT support services) to ensure timely resolution of system, hardware, and software issues
• Provide training and ongoing support to staff in the effective use of clinical systems (e.g. EMIS/SystmOne), ensuring safe and efficient utilisation
• Support staff in resolving basic IT issues, including PCs, printers, and common system problems, escalating where necessary
• Promote and support adherence to data quality standards, ensuring staff understand and follow best practice in data entry and record management

Strategic & Organisational Support

• Support delivery of practice objectives and service developments
• Contribute to planning and implementation of new initiatives
• Represent the practice in meetings where appropriate

Communication and Partnership Working

• Communicate clearly and effectively with colleagues, patients, and carers, promoting a professional and supportive environment
• Recognise and respond appropriately to individual communication needs, including those requiring alternative or accessible formats
• Promote open, inclusive communication across the multidisciplinary team

General Responsibilities

• Contribute to effective Health and Safety and Infection Control:
• Promote and maintain a safe working environment in line with practice policies
• Identify and manage risks within the workplace, reporting hazards promptly
• Adhere to infection prevention and control procedures
• Maintain a clean, safe, and organised working environment
• Participate in mandatory health and safety and infection control training

Promote Equality, Diversity and Belonging by:

• Treating patients, carers, and colleagues with dignity, respect, and fairness
• Ensuring services are delivered in a non-discriminatory and inclusive manner

Additional general responsibilities:

• Take responsibility for own professional development, maintaining up-to-date knowledge and skills
• Participate in appraisal and development review processes
• Support the learning and development of others within the team
• Adhere to health and safety and organisational policies
• Take a proactive approach to continually improving the effectiveness and efficiency of the role and wider practice operations
• Undertake any other duties appropriate to the role, as reasonably required by the Practice Manager or Lead GP

Job description review: This job description may be reviewed periodically in consultation with the post holder to ensure it reflects the evolving needs of the service

Person Specification
Experience
Essential

• Please provide detailed information of how you feel that your experience is suitable for this role; please provide examples to support your application referring to the job description and person specification for guidance.

Qualifications
Essential

• Please provide details of your CPD, using examples where necessary.

Knowledge and skills
Essential

• Please provide detailed information of how you feel that your knowledge and skills are suitable for this role; please provide examples to support your application referring to the job description and person specification for guidance.

Personal Qualities
Essential

• Please provide details for why you would be a great fit for this role and why you have decided to apply.

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.