Assistant Practice Manager

Job description

Job responsibilities

The post holder will support the Practice Manager and Partners in the delivery of high-quality primary care services by taking responsibility for the operational management of the Practice on a day-to-day basis. The Assistant Practice Manager’s role is an important one. They have a key part to play in influencing patient satisfaction by ensuring the ‘customer care’ given to patients is of the highest standard. Duties and Responsibilities:

Management

• Promote and nurture good team working.
• Support the Practice Manager in day-to-day operational management of the Practice.
• Be the point of contact for administration and reception staff in the absence of the Team Lead, ensuring adequate and safe levels of administrative/reception staff is maintained at all times.
• Resource Management, including monitoring of appointment activity, co-ordinating available clinical resources, staff and holiday rotas.
• Assist the Practice Manager in a full range of HR management services including recruitment, selection, training, Health & Safety, disciplinary and grievance for all members of the administration and reception team.
• Be responsible for the effective appraisal of reception staff and implementing associated personal development plans, supported by the Team Lead.
• Instigate and arrange staff training in liaison with the Practice Manager.
• Develop, review/update and implement staff admin protocols.
• Manage visitors to the building, including maintenance, builders, locums, students, registrars etc.
• Communicate agreed Practice Policy to staff and introduce systems to support such Policies.
• Ensure that all reception staff are aware of the importance of protecting any confidential information about patients, doctors or colleagues.
• Support the staff in any difficult contact with patients.
• Participate in and minute Business and Clinical meetings ensuring actions are followed up and reported appropriately.
• Participate in Practice Team meetings.
• Foster a culture of continuous improvement in the reception team

Business Performance

• Ongoing promotion of the Practice values and customer care ‘golden rules’.
• Assist the Practice Manager in ensuring all requirements for registration under the Care Quality Commission (CQC) are kept up to date.
• Guiding the team to reach QOF and IIF targets, supported by the nursing and administrative teams.
• Ensure targets are met for QOF, IIF, Enhanced Services including NHS Health Checks, LVSD, Learning Disabilities etc.
• Supporting the overall Practice clinical governance framework, submitting reports for QOF, enhanced services and other reporting requirements using CQRS/CQRS Local etc.
• Ensure the clinical session structure is effective, meets the needs of the patients and clinicians have access to suitable rooms.
• In the absence of the Practice Manager, attend PCN Meetings and other key groups as appropriate.
• Participate in audits where appropriate.
• Assist the clinical and management team with research projects ensuring projects are managed in line with guidance and within given timescales. Providing accurate and timely reports to facilitate research requirements.
• Compiling and maintaining an information asset register.
• Assist the Practice Manager to complete the Practice Accounts and pay invoices in a timely fashion.
• Assist the Practice Manager in facilitating change.
• Contribute to the production, review and implementation of Practice business plans.

Information Technology

• Oversee and develop EMIS clinics (both GP and nurses) and manage GP registrar induction.
• Oversee GP Links, both registration and items of service including lab links.
• Computer Backups, in the absence of the IT Team Lead or delegation where appropriate.
• Analyse and monitor the performance of the telephone system, addressing any problems or improvements required.
• Work with the IT Team Lead to ensure Practice media platforms are updated and are accurate, providing information to patients in a timely manner.

Working Relationships

• Daily contact with Practice staff including GP's, nurses and admin staff, which is essential for the smooth running of the Practice. It is important that a close working relationship is forged with the Practice Manager.
• Daily contact with attached staff from the NHS and other organisations - CSA & path labs, particularly in relation to timely and accurate data transfer / voluntary agencies, suppliers, sales reps etc on an ad-hoc basis.

Decision Making

• It is important that the post holder can use their own initiative and make decisions relating to their responsibilities without having to refer to the Practice Manager beforehand.
• The post holder will be the first point of contact in the absence of the Practice Manager and will be expected to use personal judgement as to whether they can deal with something on the Practice Manager's behalf.

Confidentiality

• While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health and Safety

• Carry out Health & Safety checks as required.
• Promote and maintain own and others’ health, safety and security as defined in the Practice Health & Safety Policy.
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
• Ensure adequate standards of cleanliness are maintained in practice premises.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
• Reporting potential risks identified.

Equality and Diversity

• Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner, which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities, and rights.

Personal/Professional Development

• Participation in an annual individual appraisal, including taking responsibility for maintaining a record of own personal and/or professional development.
• Manage own time effectively, plan and meet personal and practice targets.
• Participate in any training programmes implemented by the Practice.
• Taking responsibility for own development, learning & performance and demonstrating skills and activities to others who are undertaking similar work

Quality

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance.
• Work effectively with individuals in other agencies to meet patients’ needs.
• Effectively manage own time, workload, and resources.

Communication

• Communicate effectively with other team members, patients and carers
• Recognise people’s needs for alternative methods of communication and respond accordingly.
• Contribution to the Implementation of Services.
• The post-holder will apply Practice policies, standards and guidance where appropriate.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audit where appropriate.

Person Specification

Knowledge and Skills

Essential

• - Excellent interpersonal skills
• - Good time management
• - Flexibility
• - Highly Motivated
• - Ability to work independently and use initiative
• - Managing conflict

Desirable

• - Complaint resolution

Qualifications

Essential

• - Education to A level standard or equivalent
• - Commitment to continued professional development

Desirable

• - Management/Leadership qualification

Experience

Essential

• - Primary Care General Practice experience
• - Staff supervision
• - Relevant leadership experience

Desirable

• - Use of EMIS Web clinical software
• - Experience of working with regulatory bodies and preparing for inspections

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

Teams Medical Practice

Address

Watson Street

Gateshead

NE8 2PQ

Employer's website

https://www.teamsmedicalpractice.nhs.uk/ (Opens in a new tab)