Assistant Practice Manager (Patient Services & Facilities)

Ashley Centre Surgery

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Job summary

We are seeking a dedicated, experienced, and proactive Assistant Practice Manager who will have lead responsibility for Patient Services and Facilities.

As a member of the leadership team you will support the Partners and Practice Manager to oversee the smooth operation of our busy GP surgery. You will be responsible for managing the front-of-house reception services, ensuring the highest standard of patient experience is delivered, overseeing facilities and health and safety and supporting the smooth day to day operation of the practice.

Main duties of the job

Oversee the day-to-day operations of patient services, ensuring a high standard of care and efficiency.
Manage the facilities of the practice, ensuring a safe, clean, and welcoming environment for patients and staff.
Collaborate with the Practice Manager and Assistant Practice Manager (Finance and Systems) to develop and implement practice policies and procedures.
Lead and support the reception team, fostering a positive and productive work environment.
Handle patient feedback and complaints, ensuring timely and effective resolution.
Coordinate with external service providers for maintenance and facility improvements.
Ensure compliance with health and safety regulations and CQC standards.
Assist in the development and implementation of patient engagement strategies.

Qualifications and Skills:

Previous experience in a healthcare management role or similar environment.
Strong leadership and organisational skills.
Excellent communication and interpersonal abilities.
Ability to manage multiple tasks and priorities effectively.
Knowledge of CQC standards and health and safety regulations.
Proficiency in using healthcare management software and systems.

About us

Ashley Centre Surgery is a well-established practice based in Epsom town centre serving a diverse community of 10,700+ patients. In 2021 we moved into a new state-of-the-art surgery.

We are committed to delivering high-quality, compassionate, and efficient healthcare services while fostering a positive, supportive, and rewarding work environment for our staff.

We pride ourselves on having a strong, dedicated, and friendly team that works collaboratively to ensure the smooth running of the practice. Our multidisciplinary team includes:

GPs & Clinicians Experienced doctors, nurses, health care assistants and allied health professionals committed to patient care.
Practice Management Team Led by our Practice Manager, supported by the APM (Finance and Systems) and the APM (Patient Services and Facilities), ensuring operational excellence.
Reception & Administrative Teams Providing exceptional patient service and administrative support.

As a training practice, we are committed to developing the next generation of healthcare professionals. We host:

Trainee GPs who are completing their specialist training in general practice.
Medical Students, offering them valuable experience in primary care.

Our experienced clinicians provide mentorship and guidance, creating a learning environment that benefits both trainees and our wider team.

We are members ofEpsom PCNand the GPHP Federation, working collaboratively with local practices to enhance patient care and improve access to services.

Date posted

01 February 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

A0484-25-0000

Job locations

Ashley Centre Surgery

Ashley Road

Epsom

Surrey

KT18 5AQ

Job description

Job responsibilities

The following are the core responsibilities of the Assistant Practice Manager (Patient Services & Facilities). There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels

1. Supporting the Practice Manager in the day-to-day operations of the practice, ensuring staff achieve their primary objectives

2. Oversee the day to day operation of the reception team ensuring a high standard of patient service and service delivery.

3. Line manage the reception team, including recruiting and inducting new staff, identifying training and development needs and facilitating appropriate training and providing guidance and direction.

4. Following HR policies and procedures as set out in the staff handbook and terms of employment.

5. Compiling and administering of staff roster, including approval of annual and other leave and overtime (within guidelines) to ensure there is adequate cover to maintain service, including providing cover for the reception team when required.

6. Manage the appointment book/planner in line with agreed policies.

7. Deal with more complex enquiries from patients including informal and formal complaints relating to patient experience escalating to the practice Manager when required.

8. Administration and configuration of systems used in support of the reception service (i.e. telephones, triage, patient calling screens and self-check-in).

9. Ensure that the registration process, including the provision of appropriate information, for new and temporary patients, is followed.

10. Facilitate and support the patient participation group, working with the Practice Manager and GP leads.

11. Actively encourage and promoting the use of patient online services, Including the website, patient triage and NHS App.

12. Responsibility for ensuring that all payments received via reception are recorded and accounted for in line with agree procedure.

13. Accounting for petty cash on a weekly basis.

14. Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary.

15. Oversee the general maintenance of the practice, ensuring a safe and welcoming environment for staff and patients.

16. Liaise with external contractors and service providers for maintenance, cleaning, security, and other facility-related services.

17. Ensure compliance with health and safety regulations and CQC standards, including fire safety, water safety, infection control, waste management and risk assessments.

18. Support the Practice Manager in managing emergency procedures and contingency planning.