Job Description

Job summary

The post-holder is to manage and support all aspects of the Welwyn Hatfield Enhanced Access Service. This role is a key post for Ephedra Healthcare Ltd, supporting all the GP practices in Welwyn Hatfield and the post holder will be part of a small, team working partly home based and partly at Spring House Medical Centre in Welwyn Garden City.

This is a hands-on role and allows for a degree of flexibility - as core hours on Monday to Friday can be worked at any time between 8am and 8pm. There is also an opportunity to cover on call on Saturdays.

The EA Service Manager will:

a. Oversee the successful running of the service

b. Develop strong relationships with GP practices and clinicians working in the service

c. Act within their boundaries, working with the Welwyn Hatfield practices and as outlined within the Network Contract Agreement DES Specification PCN Requirements and Entitlements 2025/26

Primary responsibilities

The following are the core responsibilities of the Service Manager. There may be, on occasion, a requirement to carry out other tasks;

a. To support induction of clinicians working in the service

b. To ensure all clinicians meet our compliance standards - and that all have the appropriate qualifications, registrations, training, accreditation and requisite skills to undertake the duties required of them

c. To ensure that clinicians are set up on required clinical systems and that smartcard connectivity is optimum

d. To set up rotas in SystmOne and manage these, ensuring that these match contractual requirements and division across practices

e. To manage the Harris rota system and ensure that clinicians have access and that clinician shifts match rotas on SystmOne

f. To ensure that locums have equitable access to available EA sessions

g. To maintain the locum pack

h. To maintain the Standard Operating Procedure document

i. To ensure that EA policies are kept up to date

j. To review appointments booked in the service and to ensure that these are appropriate and re-directing as required

k. To manage tasks, bloods and any other daily workload coming through the service

l. To ensure that any 2WW and referrals are dealt with appropriately

m. To collate and provide reports on the service to the Ephedra team

n. To provide reports on the service to the ICB commissioners each month

o. To work alongside Practice Managers updating them on service utilisation and dealing with any ad hoc queries

p. To report on DNA's to Ephedra Management and to practices

q. To ensure that EA stock, emergency medications and equipment are up to date and managed

r. To assist in the resolution of any complaints, resolving informal complaints locally and assisting in the investigation of and response to formal complaints as required

s. To work with the Ephedra Healthcare team and support strategic and operational development of the organisation

t. To develop yourself and the role through participation in training and service redesign activities.

u. To undertake all mandatory training and induction programmes

Secondary responsibilities

In addition to the primary responsibilities, the Service Manager may be requested to:

a. Undertake any tasks consistent with the level of the post and the scope of the role, ensuring that work is delivered in a timely and effective manner

b. Partake in any clinical governance activity

Duties may vary from time to time without changing the general character of the post or the level of responsibility.

Qualifications

NVQ level 3

Good standard of education with excellent literacy and numeracy skills

Experience

NHS/primary care general practice experience

Experience of GP clinical systems (experience of SystmOne would be ideal)

Skills

Ability to communicate complex and sensitive information effectively with people at all levels by telephone, email and face to face

Knowledge of IT systems, including ability to use word processing skills, emails and the internet to create simple plans and reports

Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment

Personal qualities

Ability to follow legal, ethical, professional and organisational policies/procedures and codes of conduct

Polite and confident

Flexible and cooperative

Excellent interpersonal skills

Motivated and proactive

Ability to use initiative and judgement

Sensitive and empathetic in distressing situations

Problem solving and analytical skills

High levels of integrity and loyalty

Ability to work under pressure

Ability to maintain confidentiality

Professional calm and efficient manner

Ability to deliver change effectively

Job Type: Part-time

Pay: 13.50-15.50 per hour

Expected hours: 20 - 30 per week

Benefits:

Company pension Employee discount Work from home
Schedule:

Flexitime Monday to Friday Weekend availability
Language:

English (preferred)
Work Location: Hybrid remote in Welwyn Garden City AL7 4HL

Application deadline: 08/08/2025