Management Support

Job description

Job responsibilities

Supporting the overarching Lakeside Healthcare LH strategy, this multi faceted role works closely with and under the direction of the senior management team supporting the delivery of a compliant and effective business function and service across the practices in your defined area. This role is varied, interesting and supports the improvement of services for our patients and people.

Reporting to the Patient Services Manager and in conjunction with the senior management team the individual plays a crucial role in ensuring the site delivers high patient satisfaction, is operationally effective and maintains a satisfactory CQC and other regulatory standard ratings through the delivery of effective coordination and administrative support, and compliance against coordination of premises, facilities, IT systems, human resources, patient events, complaints and health and safety.

As a key member of the wider management team the role will also play an important part in quality improvement and be an advocate of the patient experience.

Key Responsibilities

Provide comprehensive support to the site management team for administrative and operational tasks

Administrative support and management of systems and processes related to compliance.

Key and initial point of contact for the wider team.

Champion of compliance.

DUTIES & AREAS OF RESPONSIBILITIES

This is a large list but is shared with the site management team. Specific ownership of duties will be agreed with your line manager but will be subject to change to enable personal development and cross cover.

Compliance:

Ensure that routine compliance processes are delivered on time, are reviewed effectively ensuring the site meet Lakeside Healthcare, national and local regulatory standards, taking action when non-compliance is indicated

Assist, coordinate, and undertake where appropriate, routine audit check processes to ensure compliance is demonstrated and evidenced.

Primary contact for all routine compliance and maintenance checks and issues and general trouble shooting.

Initial contact for all non-clinical incidents, working with the wider management team to ensure robust and efficient investigations and learning are completed, identified, resolved, embedded and evidence to required internal and external standards.

Ensure staff are aware of and take action to deliver in line with compliance standards escalating issues as appropriate.

Ensure updates to internal and external standards relating to operational areas are shared effectively.

Coordinate external training and monitor mandatory training uptake to ensure individuals are compliant against LH Policies.

Along with the Operations and Compliance manager ensure changes to Health and Safety legislation or best practice are reviewed, risk assessed and communicated to the team.

In relation to HR ensure all new starters have an effective induction in line with HR processes using the Rotamaster platform for documentation.

Working closely with the Reception Team Lead and Patient Services manager, take ownership of those complaints that are operational in nature but support the wider team to ensure a that all complaints are managed in line with LH policy.

Communication

Act as a key and initial contact point for the management team.

Demonstrate excellent administration, communication & IT skills.

Confident to liaise effectively and to develop excellent working relationships with a wide range of individuals.

Able to work with the minimum of supervision and prioritise tasks independently in order to meet deadlines.

Support existing and develop improved document management systems and processes.

Support the management team to ensure major operational changes are communicated across the team effectively.

Attend key team meetings, produce and distribute minutes

Information Technology & Systems:

To have an overall understanding of all IT systems in the building including phones.

Understand and monitor security and fire systems

Support implementation and maintenance of all associated requirements, upgrades, security and services supporting the practices IT systems

To become expert in all aspects of clinical and compliance systems and be able to train other users, both clinical and non-clinical, in the best use of the system.

Report any significant events relating to the IT systems to the Operations and Compliance manager

Act as a central source of information.

Finance and Ordering Systems

To ensure that purchase order systems are adhered to and signed off for all aspects of purchasing within the practice with the Operations and Compliance Manager.

To ensure that all finance processes relating to petty cash, invoices and patient payments are processed in line with the needs of the organisation.

Work collaboratively with the finance team to ensure any issues are resolved efficiently.

Patients

Support the organisation of flu clinics, co-ordinate staffing and vaccine supply

Organise patient questionnaires

working with suppliers and staff both clinical and non-clinical to deliver systems and processes to support and improve patient care and business efficiency.

Assist with the development and implementation of new models of care provisions taking a lead role in projects as appropriate and directed.

Ensuring change management processes are followed, working with the Improvement Team to delivery digitally enabled change.

External Relationships

Supporting the Operations and Compliance manager ensure efficient internal and external communication, taking a lead or deputising point of contact position for the practice as required and instructed.

Keep abreast of developments within the NHS and Primary Care legislation which might impact the Practice or individual partners/GPs and offering options for consideration

Other Tasks

Ensure adequate stocks of stationary, clinical and other supplies, reviewing on a regular basis.

Oversee the agenda, minute taking and circulation of non-clinical meetings when required

Organise meetings and lead as appropriate

Deputise in the absence of the Operations and Compliance Manager as requested.

Undertake such other duties that are required commensurate with the role as delegated to by the Operations and Compliance, Patient Services or Hub Manager

Undertake other duties as necessary to support the management team.

Person Specification

Experience

Essential

• Customer service skills
• Experience of working in a busy multi-functional team

Desirable

• Experience of working within healthcare organisation or GP surgery, or in a Health and Safety role.
• Extended experience working in a customer or patients facing environment
• Experience of handling private and confidential data
• Experience of compliance standards

Qualifications

Essential

• Good standard of education

Desirable

• Customer service qualification
• Health and Safety qualification
• Business or management qualification

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

Lakeside Healthcare Group

Address

Headlands Surgery

20 Headlands

Kettering

Northamptonshire

NN15 7HP

Employer's website

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