Job responsibilities
1.
Job Role & Purpose
The primary purpose of this role is to ensure that
systems, structures and processes that are in place are delivering the smooth
and efficient day to day running of the site. Directly responsible for
supporting Site Managers and their colleagues, to ensure we deliver excellent
services and care for our patients, deputising for their Site Manager when
required
2.
Key Duties & Responsibilities
With strong organisational and communication skills your
responsibilities will include supporting and covering the responsibilities of
the Site Manager which include;
Providing cover and assistance to the Patient Coordinators
as and when required
Moving resources in the moment to ensure that
contact volume is met with the correct level of resource
Ensure that all site daily tasks are carried out,
including, but not limited to;
- Ensuring
that the site dashboard is up to date and communicated to clinicians and
allocating to a colleague if not on site
- Reassigning
Bloods, Tasks and Letters
Maintaining excellent communication across the
site and also with others in SCGP
Helping the Service Delivery Manager implement
new processes and procedures and supporting the team during the implementation
phase
Assisting the Service Delivery Manager prepare
and deliver training and updates for the PLTs and as needed
Taking a positive active and administrative role
in site meetings
Assisting the Patient Coordinators with their
role providing help and support where required, assisting with training and
taking note and acting on feedback from colleagues
Promoting and demonstrating excellent customer
service
Supporting colleagues to maintain an efficient,
hardworking and friendly working environment
Able to handle verbal complaints & assist
our Governance and Complaints Lead with dealing with formal complaints.
Helping the Service Delivery Manager by
anticipating potential problems such as shortages of staff, appointment availability
and potential room availability issues
Providing reception / telephone call cover where
required
Assisting the Procurement Lead with ordering
stock and keeping an overview of stock levels to ensure a sufficient supply
Having an overview of the upkeep of notice
boards and general reception / waiting areas to ensure there is up to date
information and that general housekeeping across the site is to the correct
standard
Taking the lead with the induction and training
of new staff
Ensuring that requests from insurance companies
are administered and resolved in agreed timeframes
Ensuring data requested for the Service Delivery
team is completed promptly in line with the specified timeframes.
3.
Performance Standards
Evidence of Leading By Example and acting as a
Role Model for colleagues
Daily tasks are carried out within agreed
timeframes
Positive evidence of involvement in Site, Team
and Group meetings
Patient response times are within agreed
timeframes, including, but not limited to;
- Call
waiting times
- Email
response times
- Enquiry
response times
- Complaint
response times
Evidence of site operating efficiently with
relevant communications present and understood in a variety of formats
4.
Confidentiality
In the course of 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. Post-holders must
adhere to the following principles:
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 SCGP policies and
procedures relating to confidentiality and the protection of personal and
sensitive data.
5.
Health & Safety
The post-holder will assist in promoting and maintaining their
own and others health, safety and security as defined in the SCGP health &
safety policy, the health & safety manual, and the SCGP infection control
policy and published procedures. This will include:
Using personal security systems within the
workplace according to SCGP guidelines
Identifying the risks involved in work
activities and undertaking such activities in a way that manages those risks;
Making effective use of training to update
knowledge and skills;
Using appropriate infection control procedures,
maintaining work areas in a tidy and safe way and free from hazards;
Active reporting of health and safety hazards
and infection hazards immediately when recognised;
Keeping own work areas generally clean and
overseeing the site based staff in the maintenance of general standards of
cleanliness consistent with the scope of their role
Undertaking periodic infection control training
(minimum annually);
Reporting potential risks identified to the
Service Delivery Manager
6.
Equality & Diversity
The post-holder will support the
equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognises the importance
of peoples rights, interpreting them in a way that is consistent with SCGP procedures
and policies, and current legislation;
Respecting the privacy, dignity, needs and
beliefs of patients, carers and colleagues;
Behaving in a manner which is welcoming to and
of the individual, is non-judgmental and respects their circumstances, feelings
priorities and rights.
