Assistant Manager - Administrative

Job description

Job responsibilities

Duties and responsibilities

Following practice policies, protocols and guidelines, duties will include:

Management responsibilities

Provide support to the Site Manager as and when required

Deputise and manage the site in the site managers absence

Ensure that work is carried out on time, accurately and in accordance with practice policy, ensuring that daily administrative tasks are completed each day

Deal with any concerns or complaints as they arise between clinical & admin teams trying to resolve at the time of occurrence; to be a liaison/support link between the different departments

Work alongside the Site Manager to lead, manage and organise the non-clinical team

Monitor QOF/CQC requirements; ensure accurate recording of required patient registration details, spoken language, smoking etc. and take remedial action to improve data recording when required

Manage and monitor the effectiveness of the site with the Site Manager and take remedial action/adapt where appropriate

Attend, participate in and contribute to staff meetings, chair admin meetings if required alongside the Site Manager

Support locums/registrars/salaried GPs working in the practice and identify yourself as a point of contact for any issues

Ensure adequate stocks of stationery

Monitor equipment and report operating problems

Ensure that there is a high emphasis on the provision of customer care throughout the team

Be responsible for the line-management of the coding and scanning team; ensure that all Personnel Files are maintained in accordance with the Practice guidelines

Conduct 121’s, Appraisals and complete audits with the Coding mentor to highlight training needs and performance issues. Attend clinical meetings with Mentor to review processes and implement as & when necessary

Allocate and manage staff leave in accordance with the practice Holiday Policy

Follow the practice guidelines on staff support, capability and discipline and carry out any necessary measures

To have active involvement in staff recruitment and ensure all HR and contractual requirements are met.

Be aware of the importance of good employment practice and how this relates to the admin team and report any problems

Monitor and line manage coding team through timekeeping, sickness, unauthorised absences and take appropriate action and report and discuss problems with capacity, discipline, or staff grievances to Site Manager, Operations Manager/HR Manager

Participate in practice procedures for performance review, appraisal or mentoring and promote value of schemes to reception staff

Support to Call Analyst

Ensure telephone duties are always covered adequately and the monitoring of phones is maintained

Ensure each patient/visitor calling the practice always receives a high-level of customer care/service

Ensure that the patient journey is to a high standard, and any queries are dealt with effectively and in an empathetic manner

Ensure that patients without appointments, but who need to be seen on the day, are dealt with in a logical and non-disruptive manner.

Action any admin tasks and requests in an efficient and effective.

Follow Practice procedures for opening and closing of all sites

Ensure total familiarity with all the appointment systems including the regular and incidental variations.

Provide a high level of service is given by call handling team when covering the phones and ensure patients are signposted appropriately

Ensure phones are answered in a timely manner and ensure they are dealt with in an effective way

Ensure the practice guidance for identifying patients and greeting patients when they call the practice is always followed

Carry out any other reasonably delegated duties considered appropriate to the post

Work with the Call Analyst in delivering high service levels and deputise in their absence

Communication and relationships

Ensure appropriate and constructive communication within the staff team and the wider practice team

Communicate sensitively and effectively with patients and carers, using active listening and adapting communication style and method as necessary to meet their needs

Be aware of relevant decisions from partners’ meetings and implement action as appropriate

Keep the Site Manager informed regarding all aspects of the day to day running of the admin teams within the practice

Work with the Coding team training mentor to get updates on workload and highlight issues to Site Managers

Organisation/Quality

Understand own role and scope in the practice

Work as an effective and responsible team member, supporting colleagues in a flexible manner

Ensure patients are identified correctly and that any data entered the computer is done accurately

Ensure all staff have and use their own login and keep this private

Understand and follow the requirements of confidentiality (including the Data Protection Act) and the Freedom of Information Act and deal with queries as appropriate

Assist in the practice processes regarding Quality and CQC. Contribute to the achievement of national and local standards

Support the aims and objectives of the practice and contribute to the ongoing development of the practice as required

Follow practice policies, including Health & Safety, Security and Confidentiality.

Prioritise, organise, and manage own and others’ workload in a manner that maintains and promotes high service and quality standards.

Training learning and development

Facilitate the Training of new team members in line with practice policies and procedures, ensuring ongoing reviews are conducted and they achieve competence

Assist in the implementation of all procedures and ensure appropriate training of all reception and admin staff alongside the Practice Manager

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

Identify needs for own training or that of others; assist in the co-ordination of induction for new receptionists

Participate in the provision of all relevant mandatory and non-mandatory training for the reception/admin groups

Management of risk/health & safety and security

Ensure adequate premises security; test and review regularly; liaise with crime and fire prevention officers wherever necessary

Follow infection control policies

Use the personal security systems within the workplace according to practice guidelines

Follow Health & Safety Policies and guidelines, including fire procedures and those pertaining to clinical risk. Use safe working procedures and report incidents using the practice incident reporting system

Deal promptly with any concerns or report to line-manager/building manager/Practice H&S representative as appropriate

Implement the Practice Zero Tolerance Policy where appropriate

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

No person shall intentionally or recklessly interfere with or misuse anything provided in the interests of Health, Safety or Welfare

Be aware of practice policies on risk management/Health & Safety/Incident reporting, and operate appropriate procedures for minimising risk

Other

Any other reasonable delegated duties considered appropriate to the post

Give good and regular attendance

Maintain a tidy and organised work area.

Preparation of refreshments, errands, spot cleaning and set up of rooms for meetings as necessary.

Person Specification

Knowledge, training, and experience

Essential

• A sound general education to GCSE 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.

Personal skills and abilities

Essential

• Excellent administration and organisational skills with the ability to manage time effectively to meet deadlines.
• 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 work positively as a member of a busy team.
• 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.

General

Essential

• A commitment to support the delivery of the best possible service to a diverse inner-city population

Desirable

• Training or qualifications in management, administration, IT, or other related areas.
• Management experience
• Experience of working in a healthcare setting.
• 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.

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

https://www.brownlowhealth.co.uk/ (Opens in a new tab)