Extended Access Service Manager

Job description

Job responsibilities

Main duties and responsibilities

• Management of the clinical and non clinical rotas for both Hub sites.
• Communicating effectively across the team. The post holder will communicate daily via verbal, electronic, and written communications, with all levels of staff internally and externally. The information provided and received is often of a complex, sensitive and confidential nature.
• Ensure performance targets are reached and that live data for services are available.
• Ensure compliance with all CQC and contractual regulations.
• Management and reporting of all complaints and incidences.
• Arrange and attend meetings including preparation and circulation of all associated papers / documentation, minute taking including specifying decisions made and any action points for subsequent approval by the senior member of the group. Responsible for taking forward allocated action points and follow-up on any others to ensure parties are aware of and working towards completion timescales.
• The post-holder will need to use their initiative and judgement to determine those matters which should be brought to the attention of senior managers and those which can be progressed independently.
• To ensure targets and deadlines are met by managing a contact database, maintaining appropriate levels of appointments, sourcing and gathering information so that the flow of work is prioritised.
• Create EMIS users login and Tquest, assign smartcard RA profile to users and keep track of all users.
• To provide comprehensive management to ensure smooth operation of the Clinical Governance processes.
• Keep up to date staff records, check all STAT & Mandatory training is up to date.
• Monitor and approve staff timesheets for wages.
• Post-holder will be required to visit sites as and when needed during Extended Hours Hub operational time.
• Liaise with practices to record and monitor practice based extended access.
• To be responsible for the referral and discharge procedures, with particular attention to 2-week wait safety netting.
• To be responsible for, in partnership with the clinical Directors and safeguarding leads for Child & Adult safeguarding procedures.
• Maintain confidentiality and sensitivity of complex and sensitive information.

Daily

Maintain email inboxes, make timely response to queries and complaints.

Monitor rota and update appointment screens if there are any changes.

Weekly

Monitor 2ww safety netting admin.

Monitor discharge and referral procedures.

Monitor Docman mailbox.

Update appointment books

Any new staff recruitment, induction, document checks, onboarding, and training. Any leaver admin.

Check timesheets against rota, confirm payroll.

Monthly

Request site based extended hours forecasts for the following month from site managers

Verify site based extended hours that were completed for the last month.

Review site based and hub based performance against required service levels and KPIs- adjust provision to add in additional sessions as needed.

Report number of hours completed, number of appointments offered, number of DNAs, number of un-booked appointments for the previous month.

Report any predicted shortfall for the quarter to the Clinical Directors with adequate time to source additional sessions (at least 6 weeks).

Report any complaints or incidences, add to Governance agenda for discussion.

Ensure monthly Governance meetings are attended by relevant team. Action any items as required.

Communicate all learning to staff members in the form of a monthly Learning Newsletter.

Review and update 10 policies each month

Compile and report Friends & Family responses

Quarterly

Staff training checks and updates

Health & Safety/ CQC compliance Checks at both Hubs

Assist in completing the quarterly NHS England return

Annually

Annual appraisal for all staff

Check all P&P have been updated

Person Specification

Experience

Essential

• A minimum 2-3 years of NHS GP surgery senior administrative experience.
• Good knowledge of CQC regulations and requirements.
• EMIS Experience including reporting and user configuration.
• Experience of managing diaries, meetings, and high-level organisational skills.
• Experience of working with clinicians, senior managers, and external organisations.

Skills

Essential

• Previous experience managing rotas and staff.
• Experience in administrative duties
• Flexibility & willingness to work outside of core office hours.

Qualifications

Essential

• Good Basic General Education.
• A continual learning and improvement approach.

Desirable

• Level 4 Administration qualification such as a BTEC Level 4 Diploma in Business Administration.

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

Medicus Health Partners

Address

Carlton House Surgery

28 Tenniswood Road

Enfield

Middlesex

EN1 3LL

Employer's website

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