Site Manager
Brownlow Group Practice
This job is now closed
Job summary
Job Title: Site Manager
Grade: Band 4a
Contract: Permanent Full or Part time will be considered for this post
Responsible for: Reception and Admin teams
Responsible to: Deputy Operations Manager
Accountable to: Partners
Main Purpose: The post-holder has overall responsibility for the smooth running of the reception, admin and waiting room. S/he is responsible for leading and managing reception and admin teams to ensure they are capable of providing an efficient reception and admin service. S/he will implement appropriate HR policies in order to do this. She will have a major impact in promoting a positive image of the practice to patients and other visitors and will need to pay particular attention to the needs of the diverse population of Brownlow Health.
Main duties of the job
Line manage the reception and admin staff to ensure a professional, efficient and effective service with an emphasis on high quality customer service to our patients.
To monitor and manage the daily reception/admin duties and rotate workload as appropriate. To delegate responsibility to appropriate staff members when required.
To ensure that there is a high emphasis on the provision of customer care throughout the team
To co-ordinate the provision of reception and administration services and provide support for clinical and health promotion activities
To assist with the setting up, monitoring and management of both clinical and reception rotas, ensuring adequate cover at all times
To continually monitor/manage flow of calls coming into practice ensuring there is adequate cover on the phones at all times.
About us
Due to recent restructure within our organisation, we have a new opportunity and are seeking a highly motivated and experienced Site Manager with advanced communication skills to join our team and support our team
Here at Brownlow Health we are committed to supporting our team and developing our services .We have a diverse practice population over 6 sites in the vibrant City of Liverpool and we are very proud to have attained outstanding in our last CQC inspection.
Date posted
02 March 2021
Pay scheme
Other
Salary
£21,892 to £27,416 a year
Contract
Permanent
Working pattern
Full-time, Part-time, Job share
Reference number
A1812-21-9799
Job locations
Brownlow Health @ Pembroke Place
70 Pembroke Place
Liverpool
Merseyside
L69 3GF
26 Argyle Street
Liverpool
L1 5DL
Job description
Job responsibilities
Brownlow Health
JOB DESCRIPTION
Job Title: Site Manager
Grade: Band 4a
Responsible for: Reception and Admin teams
Responsible to: Deputy Operations Manager
Accountable to: Partners
Main Purpose: The post-holder has overall responsibility for the smooth running of the reception, admin and waiting room. S/he is responsible for leading and managing reception and admin teams to ensure they are capable of providing an efficient reception and admin service. S/he will implement appropriate HR policies in order to do this. She will have a major impact in promoting a positive image of the practice to patients and other visitors and will need to pay particular attention to the needs of the diverse population of Brownlow Health.
Duties and responsibilities
Following practice policies, protocols and guidelines, duties will be:
Line manage the reception and admin staff to ensure a professional, efficient and effective service with an emphasis on high quality customer service to our patients.
To monitor and manage the daily reception/admin duties and rotate workload as appropriate. To delegate responsibility to appropriate staff members when required
To ensure that there is a high emphasis on the provision of customer care throughout the team
To be responsible for the smooth running in the reception and waiting room areas.
To ensure that all materials and information disseminated is up to date and accurate
To co-ordinate the provision of reception and administration services and provide support for clinical and health promotion activities
To assist with the setting up, monitoring and management of both clinical and reception rotas, ensuring adequate cover at all times
To continually monitor/manage flow of calls coming into practice ensuring there is adequate cover on the phones at all times.
To keep the Deputy Operations Manager informed regarding all aspects of the day to day running of the reception/admin teams within the practice
To organise maintenance schedules, recommend purchase of new pieces of equipment, undertake feasibility studies plan and monitor premises maintenance and cleaning services, liaising with or supervising contractors as necessary; report any problems to the relevant persons
ensure adequate premises security; test and review regularly; liaise with crime and fire prevention officers
liaise with landlord in shared services and premises to ensure limits of responsibility are understood and acted on
ensure practice complies with Health & Safety
To monitor equipment on site and report any operating problems
To contribute to the project management of equipment and premises upgrades and moves
To liaise with the Building Managers at each site regarding any premises issues
To ensure that there are adequate stocks of stationary at each site
To ensure, along with the prescribing clerks, the ordering, accurate record keeping and safe distribution of prescriptions in line with the practice procedures
To ensure and participate in the annual appraisal programme. Ensure performance monitoring and arrange mentoring where appropriate. Promote the value of these schemes to the staff.
To be responsible for the line-management of the reception and the associated admin groups; ensure that all Personnel Files are maintained in accordance with the Practice guidelines
To allocate and manage staff leave in accordance with the practice Holiday Policy
To follow the practice guidelines on staff time-keeping, sickness, unauthorised absence, support, capability and discipline and take appropriate action and carry out any necessary measures. Discuss any concerns and seek support from the HR Manager
Wherever possible deal with any patient concerns or complaints as they arise trying to resolve at the time of occurrence; to be a liaison/support link for patients. To forward all complaints/PAIRs, as appropriate, in a timely manner
To ensure implementation of all procedures and ensure appropriate training of all reception and allocated admin staff
To have active involvement in staff recruitment and ensure all HR and contractual requirements are met. To ensure all personnel data i.e. job descriptions, specifications, inductions, job plans and recruitment info are updated and passed on to the HR Manager
To be aware of the importance of good employment practice and how this relates to their team
To co-ordinate induction programmes for all new recruits and student placements
To ensure that any changes to staff contracts are documented and agreed in accordance with the Practice Procedures
To order, distribute and recover any door and parking passes and fobs
To assist in the updating and devising of practice policies & procedures and ensure compliance with appropriate legislation and guidance
Monitor and carry out the delegated workflow tasks, ensure compliance and take remedial action adapt where required (eg FP69, GP2GP, quarterly GP Registration submission, childhood imms and vacs etc) Support the performance lead in ensuring all admin tasks are maintained and any resource issues are highlighted
Ensure the smooth running of insurance database including regular review and collection of outstanding payments
Support the Quality lead in ensuring QOF targets are maintained at the site and staff are proactive in achieving these targets
Monitor messaging services via accurix
Manage / monitor deletions and any OOA Patients
Assist in the Practice process and monitor QOF/CQC requirements; ensure accurate recording of required patient registration details, spoken language, smoking etc and take remedial action to improve date recording when required.
To ensure daily compliance with H&S procedures across sites. To deal promptly with any concerns or report to line-manager/building manager/Practice H&S representative as appropriate
To implement the Practice Zero Tolerance Policy where appropriate
To ensure adequate clinical/admin cover is provided at all times and locums booked as required ensuring compliance with practice requirements
To support locums/registrars/salaried GPs working in the practice
To have overall responsibility for ensuring that the locum pack is kept up to date and distributed to any locum staff when starting with the practice
To attend, participate in and contribute to staff meetings. To be responsible for chairing the Reception Meetings.
Be aware of relevant decisions from partners meetings and implement action as appropriate
Attend and participate in primary healthcare team meetings where appropriate
Any other reasonable delegated duties considered appropriate to the post
Practice Development and clinical governance
To attend and participate in management meetings
contribute information on current activities towards reviews of clinical services
contribute to strategy formulation and review within the practice
be aware of practice policies on risk management/Health & Safety/Incident reporting, and operate appropriate procedures for minimising risk
be aware of issues and terminology related to clinical effectiveness & evidence-based practice
be aware of issues related to professional development for self and the staff groups s/he has responsibility for and be committed to participation in training and education
To participate in the provision of all relevant mandatory and non-mandatory training for the reception/admin/supervisory groups
To participate and help organise Practice Synergy Events alongside the Quality Group where appropriate
Health and Safety Responsibilities
Employees must take reasonable care for the Health and Safety of him/herself and/or others who may be affected by his/her acts or omissions at work
Must co-operate with the employer in so far as necessary to enable that duty or requirement to be performed or complied with.
No person shall intentionally or recklessly interfere with or misuse anything provided in the interests of Health, Safety or Welfare.
Confidentiality
All information relating to patients and staff gained through your employment and after leaving employment with Brownlow Health is confidential. Disclosure to any unauthorized person is a serious disciplinary offence or may result in litigation
Job description
Job responsibilities
Brownlow Health
JOB DESCRIPTION
Job Title: Site Manager
Grade: Band 4a
Responsible for: Reception and Admin teams
Responsible to: Deputy Operations Manager
Accountable to: Partners
Main Purpose: The post-holder has overall responsibility for the smooth running of the reception, admin and waiting room. S/he is responsible for leading and managing reception and admin teams to ensure they are capable of providing an efficient reception and admin service. S/he will implement appropriate HR policies in order to do this. She will have a major impact in promoting a positive image of the practice to patients and other visitors and will need to pay particular attention to the needs of the diverse population of Brownlow Health.
Duties and responsibilities
Following practice policies, protocols and guidelines, duties will be:
Line manage the reception and admin staff to ensure a professional, efficient and effective service with an emphasis on high quality customer service to our patients.
To monitor and manage the daily reception/admin duties and rotate workload as appropriate. To delegate responsibility to appropriate staff members when required
To ensure that there is a high emphasis on the provision of customer care throughout the team
To be responsible for the smooth running in the reception and waiting room areas.
To ensure that all materials and information disseminated is up to date and accurate
To co-ordinate the provision of reception and administration services and provide support for clinical and health promotion activities
To assist with the setting up, monitoring and management of both clinical and reception rotas, ensuring adequate cover at all times
To continually monitor/manage flow of calls coming into practice ensuring there is adequate cover on the phones at all times.
To keep the Deputy Operations Manager informed regarding all aspects of the day to day running of the reception/admin teams within the practice
To organise maintenance schedules, recommend purchase of new pieces of equipment, undertake feasibility studies plan and monitor premises maintenance and cleaning services, liaising with or supervising contractors as necessary; report any problems to the relevant persons
ensure adequate premises security; test and review regularly; liaise with crime and fire prevention officers
liaise with landlord in shared services and premises to ensure limits of responsibility are understood and acted on
ensure practice complies with Health & Safety
To monitor equipment on site and report any operating problems
To contribute to the project management of equipment and premises upgrades and moves
To liaise with the Building Managers at each site regarding any premises issues
To ensure that there are adequate stocks of stationary at each site
To ensure, along with the prescribing clerks, the ordering, accurate record keeping and safe distribution of prescriptions in line with the practice procedures
To ensure and participate in the annual appraisal programme. Ensure performance monitoring and arrange mentoring where appropriate. Promote the value of these schemes to the staff.
To be responsible for the line-management of the reception and the associated admin groups; ensure that all Personnel Files are maintained in accordance with the Practice guidelines
To allocate and manage staff leave in accordance with the practice Holiday Policy
To follow the practice guidelines on staff time-keeping, sickness, unauthorised absence, support, capability and discipline and take appropriate action and carry out any necessary measures. Discuss any concerns and seek support from the HR Manager
Wherever possible deal with any patient concerns or complaints as they arise trying to resolve at the time of occurrence; to be a liaison/support link for patients. To forward all complaints/PAIRs, as appropriate, in a timely manner
To ensure implementation of all procedures and ensure appropriate training of all reception and allocated admin staff
To have active involvement in staff recruitment and ensure all HR and contractual requirements are met. To ensure all personnel data i.e. job descriptions, specifications, inductions, job plans and recruitment info are updated and passed on to the HR Manager
To be aware of the importance of good employment practice and how this relates to their team
To co-ordinate induction programmes for all new recruits and student placements
To ensure that any changes to staff contracts are documented and agreed in accordance with the Practice Procedures
To order, distribute and recover any door and parking passes and fobs
To assist in the updating and devising of practice policies & procedures and ensure compliance with appropriate legislation and guidance
Monitor and carry out the delegated workflow tasks, ensure compliance and take remedial action adapt where required (eg FP69, GP2GP, quarterly GP Registration submission, childhood imms and vacs etc) Support the performance lead in ensuring all admin tasks are maintained and any resource issues are highlighted
Ensure the smooth running of insurance database including regular review and collection of outstanding payments
Support the Quality lead in ensuring QOF targets are maintained at the site and staff are proactive in achieving these targets
Monitor messaging services via accurix
Manage / monitor deletions and any OOA Patients
Assist in the Practice process and monitor QOF/CQC requirements; ensure accurate recording of required patient registration details, spoken language, smoking etc and take remedial action to improve date recording when required.
To ensure daily compliance with H&S procedures across sites. To deal promptly with any concerns or report to line-manager/building manager/Practice H&S representative as appropriate
To implement the Practice Zero Tolerance Policy where appropriate
To ensure adequate clinical/admin cover is provided at all times and locums booked as required ensuring compliance with practice requirements
To support locums/registrars/salaried GPs working in the practice
To have overall responsibility for ensuring that the locum pack is kept up to date and distributed to any locum staff when starting with the practice
To attend, participate in and contribute to staff meetings. To be responsible for chairing the Reception Meetings.
Be aware of relevant decisions from partners meetings and implement action as appropriate
Attend and participate in primary healthcare team meetings where appropriate
Any other reasonable delegated duties considered appropriate to the post
Practice Development and clinical governance
To attend and participate in management meetings
contribute information on current activities towards reviews of clinical services
contribute to strategy formulation and review within the practice
be aware of practice policies on risk management/Health & Safety/Incident reporting, and operate appropriate procedures for minimising risk
be aware of issues and terminology related to clinical effectiveness & evidence-based practice
be aware of issues related to professional development for self and the staff groups s/he has responsibility for and be committed to participation in training and education
To participate in the provision of all relevant mandatory and non-mandatory training for the reception/admin/supervisory groups
To participate and help organise Practice Synergy Events alongside the Quality Group where appropriate
Health and Safety Responsibilities
Employees must take reasonable care for the Health and Safety of him/herself and/or others who may be affected by his/her acts or omissions at work
Must co-operate with the employer in so far as necessary to enable that duty or requirement to be performed or complied with.
No person shall intentionally or recklessly interfere with or misuse anything provided in the interests of Health, Safety or Welfare.
Confidentiality
All information relating to patients and staff gained through your employment and after leaving employment with Brownlow Health is confidential. Disclosure to any unauthorized person is a serious disciplinary offence or may result in litigation
Person Specification
Knowledge, training and experience
Essential
- A sound general education to A-level or equivalent, or equivalent working experience.
- A good standard of grammar and spelling in the English language.
- Excellent computer skills, including Microsoft Office. Good keyboard skills.
- Experience of managing or supervising staff.
- Experience of giving feedback and training to improve staff performance.
- Flexibility to ensure cross site working where and when necessary.
Personal skills and abilities
Essential
- Excellent administration and organisational skills with the ability to manage time effectively
- The ability to work independently and use initiative
- The ability to produce work that is accurate, thorough and well presented.
- A friendly and approachable manner, good with people skills, showing understanding, care and assertiveness when appropriate.
- A conscientious approach and commitment to working in an adaptable and flexible manner.
- The ability to work calmly and effectively and deal with multiple demands even when busy.
- The ability to cope with occasional exposure to challenging behaviour, distressing circumstances or emotional events.
- The ability to deal with personal information sensitively and respect peoples right to confidentiality.
- The ability to influence others positively, negotiate constructively and resolve conflict successfully.
- The ability and willingness to engage with individuals to improve their personal performance.
- The ability to give good and regular attendance.
Desirable
- Training or qualifications in management, administration, IT or other related areas.
- Experience of working in a healthcare setting with knowledge of QoF CQC, Enhanced Services, prescribing.
- Experience of managing and dealing with complaints.
- Experience of recruitment and selection of staff.
- Experience of making improvements to working practices, e.g. the development and implementation of new systems, polices and protocols.
- Managing teams across multiple sites
General
Essential
- A commitment to support the delivery of the best possible service to a diverse inner-city population.
Person Specification
Knowledge, training and experience
Essential
- A sound general education to A-level or equivalent, or equivalent working experience.
- A good standard of grammar and spelling in the English language.
- Excellent computer skills, including Microsoft Office. Good keyboard skills.
- Experience of managing or supervising staff.
- Experience of giving feedback and training to improve staff performance.
- Flexibility to ensure cross site working where and when necessary.
Personal skills and abilities
Essential
- Excellent administration and organisational skills with the ability to manage time effectively
- The ability to work independently and use initiative
- The ability to produce work that is accurate, thorough and well presented.
- A friendly and approachable manner, good with people skills, showing understanding, care and assertiveness when appropriate.
- A conscientious approach and commitment to working in an adaptable and flexible manner.
- The ability to work calmly and effectively and deal with multiple demands even when busy.
- The ability to cope with occasional exposure to challenging behaviour, distressing circumstances or emotional events.
- The ability to deal with personal information sensitively and respect peoples right to confidentiality.
- The ability to influence others positively, negotiate constructively and resolve conflict successfully.
- The ability and willingness to engage with individuals to improve their personal performance.
- The ability to give good and regular attendance.
Desirable
- Training or qualifications in management, administration, IT or other related areas.
- Experience of working in a healthcare setting with knowledge of QoF CQC, Enhanced Services, prescribing.
- Experience of managing and dealing with complaints.
- Experience of recruitment and selection of staff.
- Experience of making improvements to working practices, e.g. the development and implementation of new systems, polices and protocols.
- Managing teams across multiple sites
General
Essential
- A commitment to support the delivery of the best possible service to a diverse inner-city population.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Brownlow Group Practice
Address
Brownlow Health @ Pembroke Place
70 Pembroke Place
Liverpool
Merseyside
L69 3GF
Employer's website
Employer details
Employer name
Brownlow Group Practice
Address
Brownlow Health @ Pembroke Place
70 Pembroke Place
Liverpool
Merseyside
L69 3GF
Employer's website
For questions about the job, contact:
Date posted
02 March 2021
Pay scheme
Other
Salary
£21,892 to £27,416 a year
Contract
Permanent
Working pattern
Full-time, Part-time, Job share
Reference number
A1812-21-9799
Job locations
Brownlow Health @ Pembroke Place
70 Pembroke Place
Liverpool
Merseyside
L69 3GF
26 Argyle Street
Liverpool
L1 5DL
Supporting documents
Privacy notice
Brownlow Group Practice's privacy notice (opens in a new tab)