Job responsibilities
Main Duties
The successful candidate will support all aspects of the day-to-day running of the practice, with an emphasis on more complex queries from patients and staff, complaints, building maintenance, management of incoming emails to the practice management team & IT systems.
The Assistant Practice Manager will lead on or assist the SPM with the below tasks to maintain the effective management of the practice. this list is not exhaustive and may be added to at any time and in agreement with the post-holder.
Primary
Responsibilities
The following are the core responsibilities
of the Assistant Practice Manager. There may a requirement to carry out other
tasks over and above those detailed on the job description.
Duties
and Responsibilities
Operational
Supporting the SPM in the day-to-day operation of the practice and
branch-sites, ensuring staff achieve their primary responsibilities.
To provide support to the SPM in project work, and in the running of
key systems and procedures.
Take the lead on projects as agreed with the SPM.
To provide support to the SPM on the digital journey of the practice,
maximising the use of current systems and new initiatives- such as system
one, social media, eConsult, website, TeamNet, NHS App and online access.
The post holder will be aware of the governance and various statutory
requirements and will assist in implementation as directed by the SPM. There
is a need to work closely with non-clinical and clinical staff to ensure the
smooth running of the practice, reporting any problems encountered to the
relevant person.
Support the SPM with the management of the practice risk register.
Support the SPM with the business continuity plans.
Manage and maintain premises checks on Teamnet.
Action and update tasks on the clinical system
Complaints
& Significant
To be the first point of contact for patients with respect to the
complaints and to take appropriate action as set out in the Practice
complaints policy, with the support of the SPM and Partners where
appropriate. This includes reviewing complaints; working with colleagues to investigate;
identify improvements; respond to patients in a timely and professional
manner; actively participate in lessons learned; update policies/procedures
where necessary.
Lead on all complaints and maintain the complaints register on
TeamNet.
Support the SPM with the management of SIRMs (significant events) and
to take appropriate action with support of relevant members of staff and/or
the SPM where appropriate. This includes reviewing the events; and working
with colleagues to investigate; identify improvements; respond to patients;
actively participate in lessons learned; update policies/procedures where
necessary.
Maintain the significant event register on TeamNet and SIRMS,
providing advice to staff and briefing the team at meetings as required.
To undertake ad-hoc work related to the performance of the practice
under the guidance of the SPM.
Attend and report at quarterly complaints and significant event review
staff meetings.
Organisational
Lead on the management of the practice management email account,
directing emails to the relevant teams.
Ordering stationery and uniforms
Support the SPM with the management of the telephony system.
Attend, minute and contribute to regular practice meetings.
Assist with production and review of practice policies and procedures.
Deal with more complex enquiries and requests from patients
Approve the release of medical records under SARS or AMRA where required.
Approve online access requests.
Update and complete all assigned Actions on TeamNet including premises
checks, project actions and meeting actions.
Finance
Contribute to improving financial performance for the practice.
HR
In the absence of the Admin/Reception Team Leader, provide first Line
Management for all admin staff.
Participate in recruitment and selection of non-clinical staff.
Support other Senior Administrators in managing locum cover and rotas
in their absence.
Support the induction for all new staff including medical students and
Registrars.
Assist with upkeep of the Staff Handbook
Arrange staff training sessions as appropriate to meet statutory
requirement for staff training as required.
Monitor and update the HR checks on TeamNet when required.
Governance
Work within the boundaries of practice policies and procedures
Be mindful that all activities within practice impact on our patient population.
Work with colleagues to ensure compliance with CQC requirements.
Adhere to all Information governance policies and safety legislation.
IT
General
Give access and set-up new user accounts on IT systems as listed in
New Starter process.
Participate in data security audits.
Support the investigation of data quality issues raised by the
practice team and maintain the relevant incident on Teamnet in significant
event register.
Support the SPM to ensure IG protocols are adhered to by all staff.
Act as first point of contact for all IT issues that cannot be
resolved by the individual member of staff and act as necessary.
Campaign
Management
Understand social and health demographics of patients to target
campaigns effectively.
Manage promotional material on reception noticeboards during campaigns.
Website
Support the SPM in maintenance of the practice website.
Action incoming requests and complaints via website
TeamNet
Make use of teamnet as a communication tool both internally and
externally
Ensure all Actions on Teamnet are updated and completed in a timely
manner.
Personal/Professional
development
The post-holder will participate in any training programme implemented
by the practice as part of this employment, such training to include:
Participation in an annual individual performance review,
Take responsibility for own development, learning, and performance and
demonstrating skills and activities to others.
Communication:
The
post-holder should recognise the importance of effective communication within
the team and will:
Communicate effectively with other team members.
Communicate effectively with patients and carers.
Recognise needs for alternative methods of communication and respond
accordingly.
Most instruction and communication of activity will be via the SPM or
Partners. external communication will be with patients, other GP Practices,
PCN, Fed, local Commissioning Groups, and other NHS bodies.
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.
Other tasks
Dealing with patients, and contacts within the NHS and other
practices, both in person and on the telephone.
Be involved in the administration of a small business.
