Job responsibilities
The Assistant Manager (AM) will work within the Management team and be responsible for the front of house service delivered by the practice, including line management of the patient services team and all matters related to communications with our patients. They will work alongside the Senior Management Team (SMT) consisting of Strategic Business Manager (SBM), Operations Manager (OM) and Finance Manager (FM) and with the support of a Management Support Officer (MSO).
The Assistant Manager will also support the Senior Management team and at times may need to deputise in their absence.
Primarily the job summary will be (not exhaustive):
- To line manage the Patient Services Team.
- To oversee the rotas and shifts of the Patient Services Team alongside the Patient Services Team leader. To ensure annual leave and cover is in place to allow the smooth running of the Practice. To act dynamically on a daily basis to manage last minute absence and changes, to ensure continuity of care to patients.
- Ensure all administrative functions are carried out in accordance with agreed procedures, protocols and time scales. Reporting to the SMT and Executive Team as necessary.
- To manage first line complaints and communicate with Practice Team and patients.
- Project a professional, positive and friendly image to patients, visitors and the whole Practice team.
- To work dynamically on a daily basis as the first point of contact for resolving administrative issues.
- To deal with any issues through a thorough and effective understanding of SystmOne, where needed to interrogate the system and generate reports and searches which aid contractual delivery of service and/or detailed work flow analysis.
- To support the OM and undertake a variety of duties to ensure the smooth running of the Practice.
- Attend, participate, and lead Practice meetings when and where required.
- Deputise for SMT in their absence when needed.
Key responsibilities of the Post:
This Job Description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder and based upon the presenting business needs.
The post holder will be expected to work effectively using their own initiative. On occasions the AM may be expected to deputise for the SMT. The post holder is required to carry out any duties that may reasonably be requested by the SMT or Partners, these duties and responsibilities may include any or all the items in the following list and may be varied from time to time under the direction of the SMT, dependent on current and evolving Practice workload, NHS priorities and staffing levels.
One of the priority elements of the role will be to act as the primary interface between the SMT and the Patient Services Team. Combe Coastal Practice has a large team and ensuring that issues on the front line are dealt with quickly, professionally and with empathy is crucial to the Practice.
To act as the primary contact for the Patient Services team and patients regarding any queries or concerns. Escalating to the SMT or Partners as necessary.
To ensure that the Patient Services Team have up to date working shifts and annual leave rotas in place. This will be done alongside the Team leader. Rotas should ensure that all work flows are covered and that adequate team cover is in place. (see more information on Patient Services Team below)
To assist in HR matters, team appraisals for the Patient Services Team, recruitment, training and performance.* Prepare advertisements, job descriptions, and person specifications; arrange and participate in selection interviews; take up references and write to successful and unsuccessful applicants
(*Overarching HR will be overseen by the OM)
- Oversee the induction process for new members of the Patient Services Team. This will include setting up HR files, setting up the induction timetable and ensuring the necessary paperwork is in place as per CQC requirements.
Maintain a thorough knowledge of and participate in reviewing Practice procedures, policy and protocols; ensure all functions are carried out in accordance with these.
To ensure patient services staff have completed mandatory training and to keep and maintain up to date records of this.
To manage first line complaints and communicate with Practice Team and patients. This may be through initial investigations and verbal or written communications with the patient. Combe Coastal Practice will attempt to deal with all complaints informally in the first instance; however, this should be done in line with Practice Policy and be recorded for audit and review purposes.
To ensure that a complaint log is set up and appropriately recorded for contractual compliance (K01B) in terms of annual reporting.
To continue to increase the Practice Staff Wellbeing commitment through developing a more effective staff engagement approach. This will be through improving practice networks and engagement processes; this could be via social media interactions, setting up team events, promoting team activities and achievements. The Practice would like to develop new communication structures which allows a greater flow of information and ensures team members feel valued and involved in decision making. This should be done by developing new ways of engaging whilst using current forums such as Staff Rep meetings and Practice meetings.
Contribute to the effectiveness of the team by reflecting on team activities and making suggestions on ways to improve and enhance the teams performance.
To support the OM in overseeing the Practice working day and appointment management, including, for example in the event of GP sickness, on the day patient appointment changes and alterations through the SystmOne clinic system.
Alongside the OM and IT team, continue to develop the digital aspects of the Practice, liaising with DELT (the local IT support organisation) as required. This will include updates and developments to Primary Care management on SystmOne; this will be done ensuring conformity and compliance with the NHS standard policy and communications guide.
To help organise key Practice meetings, this may include Admin Meetings, Patient Participation Group (PPG), Staff Rep meetings, Practice meetings, nurse meetings, Flu & vaccination meetings, Medication Optimisation meetings, GP educational meetings.
To support the OM in setting up ad-hoc services which may be required, this could include (for example), Flu vaccinations, COVID Vaccinations.
To work flexibly between all 3 surgery sites, sometimes at short notice.
Providing support to the patient services team undertaking the following duties
- Opening up/locking up of Practice, setting up of systems at the start of the day and ensuring all workflows are completed at the end of the day.
- Ensuring an effective and efficient reception service is in place during core hours, this includes front desk and administrative duties
- Dealing with general enquiries, booking appointments, managing secretarial work and dealing with e-consults and online booking
- Managing the agreed care pathways for all patients including Urgent and Routine processes.
- All management of patient data and inputting, this will include new registrations, medical record coding, and prescription management.
- Ensure all the practice team are working within the Data Protection and information governance guidelines.
- Managing requests for information and medical reports appropriately, this will include request for medical records relating to potential clinical negligence claims and complaints.
Provide support to the Clinical Teams undertaking the following duties
- Responding to requests for changes to appointments.
- Ensuring that rotas and allocation of appointments and protected time are in line with clinicians portfolio and lead area.
Provide direct reports to the SMT and Executive Team by undertaking the following duties
- Ensure direct reports are ready for submitting to the Executive Team as per meeting schedules.
- To attend SMT meetings and report against key areas of delivery.
- To actively input on areas of development and integration into the current system.
- To support the SMT in implementing new ways of working.
Provide support for the IT Team in relation to Information Management and Technology. The IT team will be undertaking the following duties:
- Evaluate and plan practices IT implementation and modernisation
- Keep abreast of the latest development in primary care IT including DoH initiatives and regularly update the practice management team
- Motivate, support and monitor staff in the use of IT; organise, oversee, and evaluate IT training
- Set targets and monitoring standards for data entry and data collection
- Ensure that the practice has effective IT data security, back-up, maintenance, and disaster recovery plans in place
- Liaise with the PCO regarding systems procurement, IT funding and national IT development programmes.
Other
To undertake any other duties that may be requested by the Partnership.