Deputy Practice Manager

Job description

Job responsibilities

Primary Responsibilities

The Deputy Practice Manager will:

a. Deputise for the Practice Manager in their absence.

b. Oversee the reception services of the practice; ensuring staff achieve their primary responsibilities.

c. Line manage all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training.

d. Completing staff appraisals as required

e. Identify and deliver training when required.

f. Develop, implement and embed efficient reception processes and procedures.

g. Compiling staff rotas.

h. Responsible for staff holidays and making note of absences.

i. Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice.

j. Provide initial guidance and advice to patients who wish to complain.

k. Monitor telephone system to ensure telephone is being answered in a timely manner.

l. Support the Practice Manager in the development of CQC readiness.

m. Lead regular team meetings. Convene ad-hoc meetings. Prepare agendas, take minutes as appropriate.

n. Keep the practice manager informed of any matters arising or problems.

o. Provide a point of contact for building and estate issues including telephone systems, maintenance schedules and works and reporting issues.

IT Responsibilities

● To support the practice with the implementation of The NHS Long Term Plan in

relation to introducing digital-first primary care.

● To ensure systems are in place for patients to have online and video

consultations

● To ensure patients have online access to their full record

● To ensure that the practice is offering and promoting electronic ordering of repeat

repeat prescriptions.

· To provide support advice and training for current and new practice staff in the use of the clinical system.

· To make sure all new staff are set up appropriately i.e. passwords, smartcards, ICE access etc for accessing the computer systems.

● To give patients access to online correspondence.

To be the main contact point for IT software and hardware updates working closely with computer support staff at Computa Center, EMIS, Egton,

Docman, Accurx, Crescendo, Black Pear and the IBS.

· Perform the role of ‘trouble shooter’ to timely solve user and system problems.

· Develop and support innovative and robust IT systems for quality patient care.

· To manage the surgery website, NHS Choices and any other social media marketing programmes to aid the promotion of Albany House Surgery.

· To support the Practice Manager to develop the use of the Accurx text messaging service and the Wi-Fi initiative to streamline communication processes and advance the patient appointments system and practice campaigns such as NHS health-checks and the flu campaign.

· To provide IT and telephony support for all hardware and software within the Practice.

· To enter appointment sessions onto the computer system.

· To work with the Practice Manager to maintain good relationships with the PPG (Patient Participation Group), liaising with the group to help further improve services for patients.

· To ensure that communication (CAS) alerts received from organisations such as IBS, NHS England, NHS Public Health are disseminated to relevant Practice staff and a record of action taken logged accordingly.

· To support the Practice Manager in the use of the electronic policy system (IQ Manager) and help to update and maintain accordingly disseminating policies to staff.

· Monitor the Quality and Outcomes Framework (QOF) data, maximising prevalence and securing maximum achievement through regular liaison with Practice Manager and partners.

· Manage of overseeing patient call and recall systems.

· To be responsible for Patient online access.

Person Specification

Skills

Essential

• Excellent communication skills (written, oral and presenting)
• Strong IT skills (generic)
• Excellent leadership skills
• Strategic thinker
• Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
• Effective time management (Planning & Organising)
• Ability to develop, implement and embed policy and procedure
• Ability to motivate and train staff

Desirable

• Proven problem solving & analytical skills
• EMIS / Systmone / Vision user skills

Qualifications

Essential

• Good standard of education with excellent literacy and numeracy skills

Desirable

• Leadership and / or Management Qualification
• AMSPAR Qualification

Experience

Essential

• Experience of working with the general public
• Experience of working in a health care setting

Desirable

• Experience of leading multidisciplinary teams
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures
• Experience of workforce planning
• NHS / Primary Care General Practice experience
• Relevant health and safety experience
• Experience of producing agendas and minutes for meetings

Other Requirements

Essential

• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check
• Maintains confidentiality at all times
• Full UK driving licence

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Excellent interpersonal skills
• Motivated and proactive
• Ability to use initiative and judgement
• Forward thinker with a solutions focused approach
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Confident, assertive and resilient
• Ability to drive and deliver change effectively
• Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions

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

Albany House Surgery

Address

Albany House Surgery

4 Albany Terrace

Worcester

WR13DU

Employer's website

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