Job responsibilities
Below are some of the duties for the, the full JD is attached for your reference
Clinical Rota and Appointment Management
- Responsibility for maintaining standards set for clinical rotas; ensuring consistency across all sites
- Support the senior management team (SMT) and Site Managers to maintain access, appointments and appointment processes in line with GMS contract, CQC requirements and other contracts eg IIF or PCN DES.
- Monitor and respond to NHS reviews and other sources of feedback, reporting back to Operations manager and the SMT trends or concerns
- Responsibility for the management of rotas for and monitor usage of extended hours and any additional service to improve our patient access such as an urgent care hub ensuring appropriate appointment booking is implemented at all sites.
Patient Services
- Responsible for collating patient feedback, complaints and compliments from all means and developing into reports and recommendations for the senior leadership team
- Responsible for the management and resolution of generic complaints across GPS, through the development of templates reactive to patients’ concerns.
- Provide support to Site Manager for other complaints and their resolution, escalating through the complaints procedure to the Head of Clinical Services or Operations Manager as appropriate.
- Provide Support to Site Managers for SEAs and their resolution, escalating through the SEA procedure to the Clinical Services Manager
- Support sites with complex patient issues with Zero Tolerance and removal of patients from the registered list.
- Responsible for ensuring consistency in service provision and adherence to policy across sites, recognising that failure to achieve a consistent approach poses a business risk and impacts on quality of service.
System Administration
- Maintain a good understanding of Appointment, links, prescriptions and reporting systems
- Maintain a good working knowledge of all hardware, software, and relevant key points of contact
- Responsible for day to day troubleshooting regarding our telephone and IT hardware such as the self-check in systems, including being the point of contact for the provider. To escalate to the Business Analyst or Operations Manager where support is required.
Personal Development and Time Management
- Maintain regular contact with the operations manager, providing updates against actions, opportunities for improvement, discussion of obstacle and how they may be addressed.
- Effectively manage own time, workload and resources, taking accountability for agreeing priorities, timelines, and delivery.
- To participate in any training programme implemented by the practice as part of this employment.
- To participate in an annual independent performance review, taking responsibility for own development
Quality and Efficiency
- To have a clear understanding of CQC, the policies, associated requirements for all areas of the practice.. To report to the Compliance & Assurance Officer, particularly regarding site health and safety issues and patient feedback and complaints, working to ensure that we are fully up to date and compliant.
- Identify, audit and implement change as a result of SEAs as they occur
- Work effectively with individuals in other agencies to meet patients’ needs
- Responsible for implementing the safeguarding toolkit and working with the site safeguarding leads to ensure all staff are up to date with training; to undertake any required safeguarding reports and returns on behalf of the practice safeguarding lead.
- To assist with the implementation of Quality Improvement Projects as required.
Health and Safety
- Responsible for facilitating annual audits; ensure all sites are compliant and following company policy, reporting to the Operations manager and Compliance & Assurance officer.
- Responsible for providing quarterly Health and Safety report reviews across sites to Operations manager and Compliance & Assurance Officer
- Responsible for developing and maintaining appropriate processes to adhere to annual audit outcomes and ensure actions are implemented
- Responsible for implementing and ensuring compliance with Practice Confidentiality, Prescriptions and Information Governance policies ensuring all staff are aware, up to date with annual training and implementing the contents.
- Responsible for supporting sites to deliver audits for fire safety, DSE, Infection Control, and Security across all sites.
- Responsible for supporting all Site Managers to implement and adhere to practice Health and Safety and Infection Control policies.
- Assist Site Managers to promote health, safety and security to include identifying, reporting and managing risks involved in all work activities.
- Responsible for maintaining an up-to-date list of approved providers for general estates issues (eg plumbing, pest control, drainage issues, basic site maintenance issues) to facilitate the site managers to address these issues should they arise
- To provide a quarterly report to the Ops Manager outlining any more significant works that are needed at sites to allow for a prioritised rolling rota of work to be planned.
Practice Policies and Procedures
· To ensure practice policies are followed and accurate records are kept with particular reference to appointment bookings, messages between team members, home visits, post, patient registrations, prescription requests, filing, births and deaths
· Monitor quality, performance and adherence to procedure by the reception / administration team
· To assist in reviews of policies, procedures, and keystrokes; communicate changes to site managers
· Responsible for developing and maintaining a ‘Minor Building Issues’ policy (to be signed off by board) and support site managers to implement this as needed.
Communication
· Host regular Senior Receptionist team meetings to share knowledge, plans, performance, solutions to obstacles etc
· Host regular Medical Secretary team meetings to share knowledge, plans, performance, solutions to obstacles, implement changes to process etc
· Develop and coordinate the delivery of a centralised GPS induction programme for new starters, liaising with SMT, site managers and partners as required.
· Host regular training sessions for reception and administration teams
· Support Operational delivery meetings
· Responsible for supporting with senior leadership team with the organisation of the ‘Big Conversation’ GPS Team training events, enabling sites to attend and patient care to continue
· Ensure effective communication to enable all staff to be kept fully informed of changes in procedures
· Regular meetings with the Operations Manager to discuss progress, change, opportunities and obstacles
· To attend meetings, conferences and training courses appropriate to the role, as required
· Strive to communicate effectively with other team members, patients and carers.
Equality and Diversity
· To ensure implementation of the Practice Equality and Diversity Policy – ensuring all staff are aware and adhering to its contents.
· Support the equality, diversity and rights of patients, carers and colleagues, including:
v Acting in a way that recognises the importance of people’s rights and current legislation
v Respecting their privacy, dignity, needs and beliefs of patients, carers and colleagues
v Behaving in a manner which is non-judgmental and respectful of circumstances, feelings, priorities and rights.
Team Working and Other Tasks
· Work with and/or Deputise for Site Managers as required
· Flexibility to interchange priorities and working pattern depending on the demands of the business
· Contribute to the Implementation of Services, policies, standards, guidelines, audits and CQC readiness etc as appropriate
