Job responsibilities
Job Summary
The role
is primarily line managing the practice reception and administration team,
carrying out day to day activities. The
Reception and Administration team is inclusive of the Receptionists,
Prescribing Clerks, Office Administrators, Scanning Administrators and Medical
Secretaries.
The post
holder will work closely with (and under the direction of) the Practice Manager
to provide the continual improvement of standards across a wide range of
clinical and administrative activity, as well as providing an element of cover
or source of advice in the event of their absence.
The Office
Manager requires strong leadership, good communication must be able to work on
their own initiative. You must be organised and confident, have a friendly and
approachable manner and can work under pressure.
The post
holder will:
- Be an
experienced supervisor/manager/leader of staff, providing leadership to the reception
and administration team.
- Have
excellent service, leadership, communication, and project management skills.
- Be suitably
proficient with IT systems and software applications, preferably in a clinical
setting (although training will be provided for the suitable candidate).
- Exhibit safe,
professional decision-making and high level of care for patients within the
Practice.
- Work
collaboratively with the wider Practice team to meet the needs of our diverse
range of patients.
- Support
the delivery of required policy and procedures.
Key
Responsibilities
The following are
the core responsibilities of the Office Manager. There may be on occasion, a
requirement to carry out other tasks; this will be dependent upon factors such
as workload and staffing levels:
- To provide
day-to-day support, leadership, first line management and guidance for the
practice reception and administration team, ensuring an efficient and
professional manner is maintained and to provide cover to the reception team
when needed.
- Ensure all reception
and administration duties are completed to the highest standard.
- Identify and deliver
team training where required. Training of staff on practice IT systems as
necessary.
- Monitor staff attendance, sickness absence and annual leave.
- Prepare weekly
Reception and Administration staff rotas. Ensuring adequate cover for periods
of sickness and annual leave.
- To provide
communications between patients, doctors, and other staff.
- Recruitment and induction of all new reception and administration staff
with the support of the Practice Manager.
- Support the Practice
Manager in the running of elements and/or services within the practice e.g. compliance
with CQC, Health and Safety audits etc.
- Support the practice
manager in the reviewing and updating of practice policies and procedures in
relation to the Reception & Administration team.
- Setting
up of new systems for the Reception and Administration team as and when the
need arises.
- Work with the
Practice Manager and other members of the practice to identify areas for
improvement and assist in change management where appropriate.
- Ensure the
promotion, monitoring and documentation of performance and quality outcomes
targets within the practice (including QOF) and using IT systems and software.
- To undertake
specific assigned tasks, project support, or development work which may arise
during changes to the NHS.
- To introduce new
policies and procedures in line with current regulations
- Manage and deal with
day-to-day needs, difficulties and requirements of the partners and other
clinical staff.
- To work closely with
reception and clinical staff to ensure adequate cover and the smooth running of
the practice, reporting any problems encountered to the relevant person.
- To be a point of
contact for staff and patient queries and concerns.
- Dealing with patient
complaints relating to front desk/reception services.
- Complete yearly
staff appraisals for the Reception & Administration team with the support
of the Practice Manager.
- Monitor and address
issues in line with HR policies, including absence management and performance
reviews.
- Responding to and
resolving all local IT issues where appropriate liaising with IT support/or
others to resolve hardware and software issues.
- Setting up new
members of staff in the clinical and other IT systems.
- Ensure the effective
use of clinical systems, IT programmes and other systems used throughout the
practice.
- Providing support
and ensure training for current and new staff is carried out.
- Oversee and maintain effective call and recall systems for patient
services and reviews.
- Additional work
will be delegated by the Practice Manager.
- To promote Equality and Diversity and Health and Safety in themselves.
TRAINING AND 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, including taking responsibility for maintaining a record of own
personal and/or professional development.
- Taking responsibility for own development,
learning and performance and demonstrating skills and activities to others who
are undertaking similar work.
GOVERNANCE
- Take part in the maintenance of quality
governance systems and processes across the Practice and its activities.
- Utilise the audit cycle as a means of
evaluating the quality of the work of self and the team, implementing
improvements where required.
- Work with other teams on improving the
quality of service and patient care, in response to local and national policies
and initiatives as appropriate.
- Support and participate in shared learning
across the practice and wider organisation.
- Manage, review, and identify learning from
complaints, incidents and near-miss events relating to the practice, team, and
self.
- Awareness of statutory safeguarding,
notification processes and local guidance for children/vulnerable patients,
applying relevant policies and legislation to protect them.
- Ensure compliance with policies, procedures
and guidelines for self and others, by acting or alerting senior management
team if the practice appears to contravene policy, or if there are concerns
over any aspect of patient care.
CONFIDENTIALITY
- Maintain confidentiality of information, acting
within the terms of the Data Protection Act and Caldicott guidance on patient
confidentiality at all times.
- Maintain an awareness of the Freedom of Information
Act.
- 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.
HEALTH & SAFETY
- The post-holder will manage their own and
others health & safety and infection control as defined in the Practices
Health & Safety Policy, the Practice Health & Safety Manual, and the
Practices Infection Control Policy and published procedures.
- Comply with Practice health and safety policies by
following agreed safe working procedures.
- Actively reporting of health and safety hazards and
infection hazards immediately when recognised.
- Keeping work and general areas
clean and tidy, and using appropriate infection control procedures to keep work
areas hygienic and safe from contamination.
- Undertaking periodic infection
control training (minimum annually)
- Awareness and compliance with
national standards of infection control, hygiene, regulatory / contractual /
professional requirements, and good practice guidelines.
- Correct personal use of
Personal Protective Equipment (PPE) and ensuring correct use of PPE by others,
advising on appropriate circumstances for use by clinicians, staff, and
patients.
- Reporting incidents using the
organisations Incident Reporting System
- Using personal security systems within
the workplace according to Practice guidelines
- Making effective use of training to
update knowledge and skills.
EQUALITY AND DIVERSITY
- The post-holder will support, promote,
and maintain the Practices Equality & Diversity Policy.
- No person whether they are
staff, patient or visitor should receive less favourable treatment because of
their gender, ethnic origin, age, disability, sexual orientation, religion etc.
- The jobholder must comply with
all policies and procedures designed to ensure equality of employment and that
services are delivered in ways that meet the individual needs of patients and
their families.
OTHER DELEGATED DUTIES
This job description is not
intended to be exhaustive - it may be changed after consultation with the post
holder. The employee shares with the employer the responsibility for review and
modification of duties.