Building confidence and capability in new practice managers

Most new practice managers already have the necessary skills – they just need somebody to advise and reassure them and help to steer them in the right direction.

Launched in 2022 by SEMPHN’s Provider Support Team, the Practice Manager Peer Mentoring Program connects new practice managers with experienced counterparts. The voluntary program fosters regular conversations by phone, online, or in person to provide guidance, reassurance, and informal training. 

To date, 49 new practice managers have received mentoring through the program. Currently, 23 experienced mentors are active across the south east, supporting their peers and strengthening the primary care workforce. 

“Practice managers are essentially the backbone of a general practice,” says Michele Frederiks, Provider Support Officer at SEMPHN. “They oversee all administrative and business operations, ensuring everything runs smoothly.”

SEMPHN developed the program in response to increasing demand for peer support in the primary care sector following COVID-19, particularly as more professionals moved into practice management roles from administrative and nursing backgrounds. 

Wendi had been working as a general practice receptionist for 6 years when she was invited to run a new general practice. Excited to take on the new role, Wendi knew she would need support and resources to take on the challenge. 

After reaching out to SEMPHN’s Provider Support Team for support, she was matched with Leeanne, Practice Manager at a Cranbourne clinic, who joined the program in 2022 after experiencing her own steep learning curve.

“I’d previously been a practice nurse and became a practice manager during the pandemic,” Leeanne says. “I am pleased to share my knowledge with newer practice managers and help them to deal with some of the challenges I had experienced.”

Many practice managers transition from administrative or nursing roles, already equipped in understanding Medicare, patient bookings and care, compliance processes and team coordination. However, taking on responsibility for practice operations, human resources, and business continuity can be a significant shift. 

Leeanne has now mentored 4 practice managers through the program and become a valued mentor in the SEMPHN network. In one instance, she took half a day off work to support a mentee through an accreditation process, an important milestone that involves meeting national Royal Australian College of General Practitioners Standards. In another, she helped a new manager find their voice and confidence within a more experienced team. 

“Most new practice managers already have the necessary skills – they just need somebody to advise and reassure them and help to steer them in the right direction,” she says. 

Wendi says the support from Leeanne was instrumental to her development. 

“She helped with lots of things, from accreditation advice I was stumped on, to accepting registrars [new trainee general practitioners]. It’s an incredibly helpful program,” Wendi says.