Assistant Practice Manager

Job summary

To support the Clinical Business Manager in all aspects of practice functionality, motivating and managing staff, optimising efficiency and overall performance, and ensuring the practice achieves is long-term strategic objectives in a safe and effective working environment.

The Assistant Practice Manager will focus on the day-to-day operations of the practice, motivating and managing staff, patient services, premises and health and safety management. Through innovative ways of working, support the Clinical Business Manager leading the team in promoting equality, diversity and inclusion (ED&I), safety, health, environment and fire (SHEF), quality & continuous improvement, confidentiality, collaborative working, service delivery, learning & development and ensuring the practice complies with CQC regulations. You will be responsible for setting and maintaining a positive, collaborative culture within the team and ensuring the team embraces change and continuous learning and development and carry out other duties as directed by the practice management team.

You will be responsible for the efficient management and direction of the reception team, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the practice.

The post-holder will be an integral part of the general practice team.

You will deliver the duties and responsibilities identified in this job description, with the support of the reception team, deputy reception team leaders and practice administration and management team members.

Responsibilities

• Oversee the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities, providing leadership and guidance as appropriate
• Ensure effectiveness of clinical session structure meets the needs of the patients
• Implement systems to ensure compliance with CQC regulations and standards
• Oversee the administrative elements of QOF
• Ensure the practice maintains compliance with its NHS contractual obligations
• Lead the management of the clinical system, ensuring IT security and IG compliance at all times and responding to and resolving all local IT issues
• Guide staff, develop and implement searches and audits on clinical system
• Review and update clinical templates, ensuring they relate to current practice
• Development, implementation and review of practice policies and procedures
• Attendance at all practice meetings, the taking and production of minutes and sharing of practice information as appropriate
• Attend and actively participate in Management Team meetings and Patient Participation Group meetings
• Support the Clinical Business Manager in coordinating and managing the patient complaints process and ensure that staff are fully conversant with the complaint’s procedure
• Maintain the significant event database, providing advice to staff / briefing the team at meetings as required. To identify trends and devise solutions to reduce risk and repeated occurrences
• Maintain the compliments database and brief the team at appropriate meetings
• Effectively manage DNAs
• Assist the Clinical Business Manager with aspects relating to the premises e.g. health & safety, risk assessments, fire safety, COSHH, effective maintenance of building, services and facilities, premises and equipment checks
• Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on safeguarding adults & children, providing safeguarding administration support.
• Support in the delivery of enhanced services and other service requirements
• Undertake all mandatory training
• Deputise for the Clinical Business Manager at meetings in their absence
• Support the Clinical Business Manager with continuous improvement and change initiatives
• Support the management team in the compilation of practice reports and the practice development plan
• Mange and oversee the reception services of the practice, including managing the recruitment, support, training and performance of reception team members, ensuring staff achieve their primary responsibilities and objectives
• Line manage all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
• Completing staff reviews, 1 to 1’s, appraisals and team meetings as required
• Develop and oversee the induction programme for new reception staff
• Identify and deliver team training where required
• Coordinate the provision of temporary reception staff ensuring sufficient cover is provided for periods of leave and other staff absences
• Reviewing and updating all reception procedures as required
• Develop, implement and embed efficient reception processes and procedures to adhere to local policies, best practice and relevant legislation
• Maintain an effective appointment system for all services
• Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice
• Act as a point of contact for staff reporting issues with the operation of the surgery (e.g. door entry buzzer) and furniture
• Update appointment system to reflect leave and other approved absences
• Provide initial guidance, advice and acknowledgement to patients who wish to complain. Support with de-escalation through the use of skilled communication and support the practice complaints lead with the logging of complaints and investigation, including the gathering of relevant information
• Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
• Monitor stationary and coffee room supplies, ordering stock as required
• Act as building fire marshal/warden, ensuring evacuation lists are current and that the visitors log is used appropriately
• Manage the planning and allocation of annual leave for the reception team
• Support with the oversight and management of the shared administration email inbox
• Act as a buddy for identified tasks held by relevant practice roles to support with covering absence. For example tasks held by the care coordinator, acting as the buddy contact with care homes in the absence of the care coordinator
• Undertake ordering of supplies and equipment as needed
• Support with practice claims, including PCSE claims, and associated administration as part of ensuring the effective running of the practice. For example, managing the carers’ portal referrals for payment and other support
• Oversee and manage processes for the new patient registrations, registration amendments and de-registration
• Ensure administration associated with new patient registration is completed timely and to a high quality
• Oversee the use of the practice system(s) for online consultation and clinical and administration queries, ensuring this is supported and used effectively by the reception team as the main route of access to practice support for patients, regardless of the mechanism of access (i.e. walk-in/in-person, telephone, online) and across the full operational hours of the practice
• Undertake a working pattern which ensures exposure to all shifts operated by the reception team
• Support the practice management team with the booking and logistics for clinical locums (GPs, nurses, HCAs and Allied Health Professionals (AHPs), including creating and managing clinical sessions on EMIS
• Support the practice management team with monitoring clinical appointment availability and utilisation
• Support the practice management team with updating and maintaining information in the business continuity plan (BCP)
• Support the practice management team, as required, with the organisation of induction plans for new starters
• Support the practice management team with patient participation group activities as required
• Be confident and competent to open and close the premises securely
• Booking appointments both by phone and at the front desk
• Using various computer software systems including the practice clinical system
• Accessing computerised patient medical records for the purpose of carrying out your duties
• Ensuring patients’ confidentiality at all time in line with practice protocols and policies
• Receive and respond to requests from patients or practice team in relation to accessing the practice, including the use of the practice system(s) for online consultation and clinical and administration queries, ensuring this is supported and used effectively as the main route of access for patients, regardless of the mechanism of access (i.e. walk-in/in-person, telephone, online) and across the full operational hours of the practice
• Issuing practice information, obtaining completed questionnaires, checking completed registration forms and issuing new patient medical check appointments
• Extracting patients notes when required by a doctor
• Printing and managing patient records for removal from the practice list
• Understand all processes in relation to reception in the event this needs covering, such as transferring calls accurately, booking patients in via telephone for appointments. Receiving and logging requests for home visits, telephone calls etc
• Undertaking duties as may be determined from time to time commensurate with the range of activities described above

Requirements

Qualifications

Essential

• 4 GCSE’s (C and above) including English and Maths or equivalent

Desirable

• Educated to A-level / equivalent or higher, with relevant experience
• NVQ Level 2 in Health and Social Care
• Leadership or management qualification
• Association Member of IPGM in view of becoming a full member (MIGPM)
• AMSPAR qualification (level 5 in Primary Care and Health Management)

Knowledge

Essential

• Knowledge of Microsoft Office packages e.g. PowerPoint, Word, Excel and other IT skills acquired through training and practical experience
• Detailed working knowledge of EMIS Web or SystemOne

Desirable

• NHS structures and organisational relationships
• Experience using additional clinical systems, AccurX DOCMAN, Rapid Health

Skills

Essential

• Excellent verbal and written communication skills
• Good listening, organisational and time management skills
• Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
• Clear, polite telephone manner
• Experience of working with the public
• Ability to work both as a team member and autonomously
• Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity
• Ability to work within clear policy of confidentiality
• Excellent customer care skills
• Strong organisational and leadership skills
• Disciplined and organised, with the ability to work under pressure and manage own time
• Able to work as part of a team, co-operating to work together and willing to help and assist wherever possible and appropriate
• Able to collect and collate data
• Ability to network and build relationships
• Confident, assertive and resilient
• Ability to drive and deliver change effectively
• Flexible, cooperative and motivated
• Punctual and committed to supporting the team effort
• High levels of integrity and loyalty
• Demonstrate personal accountability, emotional resilience, and the ability to work well under pressure
• Understanding of safeguarding adults and children
• Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions

Experience

Essential

• Experience of working in general practice
• Experience of working with the general public
• Experience of leading and managing others
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures
• Experience of undertaking administrative duties and management tasks
• Experience of chairing meetings, producing agendas and minutes
• Understanding of Health and Safety requirements
• Experience of leading appraisals

Desirable

• Experience of quality improvement or change management

Other

Essential

• Happy undertaking a Disclosure Barring Service (DBS) check
• Flexibility to work outside of core office hours

About us

We are Surrey Heath Community Providers Limited, which is a federation of 7 GP practices across 10 sites, covering a population of over 104,000 patients across Surrey Heath. We began in 2016 and now employ around 200 members of staff across our clinical and corporate support teams. Our services include Surrey Heath Primary Care Network, Primacy workflow management and Upper Gordon Road Surgery.

As a GP Federation and Primary Care Network, we are proud to represent our member practices and to champion primary care by working with local general practice and system partners, in the provision of community based healthcare services. We are dedicated to providing safe and compassionate care to our patients across our range of primary care services in Surrey Heath and believe in continuous commitment to quality service delivery and positive patient outcomes.

Patients are at the heart of everything we do, and we pride ourselves in ensuring our patients feel safe, supported, communicated with and respected, at a time when they may be feeling vulnerable.

Our vision is to provide high quality, seamless health care that enables people to lead healthier lives, whilst feeling supported and cared for.

Benefits package

• 27 days annual leave (based on full time hours) PLUS all bank holidays
• Up to 5 CPD days per year
• NHS pension
• Employee Assistance Programme
• Free parking
• Access to Blue Light card discount