Job summary
Due to retirement in December 2023 there is an exciting opportunity for
an accomplished and highly motivated, professional Assistant Practice
Manager, to join this dynamic and forward-thinking Medical Practice at Duncan
Street Primary Care Centre.
We are looking for a full-time Assistant Practice Manager to work with
our friendly and supportive team at Duncan Street Primary Care Centre, 37.5
Hours a week. (We are looking for a start date in October for a smooth full
handover of the role).
Essentially, candidates must be familiar with working in a Primary Care
setting, conscientious, provide solid leadership and have a sound knowledge of
managing a team with a can do and forward-thinking positive attitude, combined
with competency in office IT, excellent people management, communication
and organizational skills at all levels, but above all must be
trustworthy, reliable and dedicated.
This is a well-established advanced training medical practice, respected
by patients for its high standard of patient care, collaborative working, training
GP registrars and research.
Duncan Street Primary Care Centre is a 11,000 plus patient practice with
an increasing list size. We have a team of Doctors, an advance Nurse
Practitioner, Two Practice Nurses, Clinical Pharmacist, Physician's Associate,
Mental Health Nurse Practitioner, Diabetic Specialist plus health professions
from our Primary Care Network team who are all supported
by administration, secretarial and reception teams.
Main duties of the job
-
- Responsible for the day-to-day management of the reception administration teams, ensuring their associated roles and tasks are carried out in accordance with agreed procedures, protocols and time-scales, reporting to the Practice Manager as necessary.
- Responsible for answering the phones between 8-am 10am and 1-2pm daily to help support the team with demands.
- Responsible for the management of the clinical rota ensuring there is a minimum of 4 weeks of rotas on the EMIS clinical system and sufficient cover on rotas, to amend and update where required. to include extended hours and Nurse Rotas.
- Responsible for all reception / Admin authorisation of annual leave, ensuring at all times there is sufficient cover.
- Responsible for up to date Care Navigation to support the reception / Admin team
- To carry out receptionist duties when required/necessary to do so and to muck in with the team when short staffed or in periods of absences. This will also be daily.
- To pro-actively work to diffuse complaints with patients at an early stage at Reception.
- To work with the Practice Manager to ensure that the Practice fulfils its CQC requirements and staff receive all necessary training.
- Health and Safety lead and responsible for all health and safety and keeping Team Net Updated
- To be the first point of contact for the building maintenance
About us
We are a large friendly practice with 1 partner, 4 salaried GP's, 2 nurses,
advanced Practice Nurse, Physician Associate, Diabetic Nurse Specialist, a
physio, mental health nurse and Clinical Pharmacist. We are a well-established training
practice where we have registrars that rotate regularly.
Job description
Job responsibilities
- Responsible for the day-to-day management of the reception administration teams, ensuring their associated roles and tasks are carried out in accordance with agreed procedures, protocols and time-scales, reporting to the Practice Manager as necessary.
- Responsible for answering the phones between 8 10am and 1-2pm daily to help support the team with demands.
- Responsible for delegating, overseeing and managing the workload of the Receptionist/Administration as well as providing support and training to these staff.
- Responsible for monitoring the Phone dashboard and call monitoring
- Responsible for the management of the clinical rota ensuring there is a minimum of 4 weeks of rotas on the EMIS system and sufficient cover on rotas, to amend and update where required.
- Responsible for all reception / Admin authorisation of annual leave, ensuring at all times there is sufficient cover.
- Responsible for the Reception Staff Rota and extended Hours rota reception / Admin and to include GP and Nurses
- Responsible for ensuring the smooth running of all designated Reception/ Admin areas.
- Responsible for up to date Care Navigation to support the reception / Admin team and update any documentation regularly.
- Work closely with the Clinical staff, Practice Manager and Senior Partner
- To offer general support to the practice team and project a positive, friendly and professional image to patients and other visitors, either in person or via the telephone.
- To carry out receptionist duties when required/necessary to do so and to muck in with the team when short staffed or in periods of absences
- To pro-actively work to diffuse complaints at an early stage at Reception.
- To facilitate effective communication between patients, members of the Primary Care team, Secondary Care and other associated healthcare agencies.
- To work with the Practice Manager to ensure that the Practice fulfils its CQC requirements and staff receive all necessary training.
- To manage the various appointments screens on a daily basis.
- Assist the Practice Manager in updating all policies and procedures relating to the Practice where required.
- To assist the Senior Partner with Qof and Qof Plus work (Adhocly)
- Health and Safety lead and responsible for all health and safety and keeping Team Net Updated
- Support the Practice Manager with Project Work as and when required
- Ensure adequate staffing levels are covered with the Reception Rota
- Deal with general day-to-day queries from staff members.
- Deal with general telephone enquiries from patients and general public.
- Manage bereavements, Nurse Clinics and over see overall work
- Work closely with the Practice Manager and others to evaluate staffing establishment and training requirements associated with Reception and admin teams.
- Manage the various appointments, visit and other books in line with agreed policies.
- Support the GP Partner with any clinical Coding as and when required
- Ensure all visitors are signing in and out following Practice procedures.
- Continually assess and evaluate systems, recommending changes and improvements to the Practice Manager as appropriate.
- Promptly notify relevant staff of deliveries received, following all Practice guidance and ensure the deliveries are dealt with in a timely manner and put away by a designated staff member.
- Actively ensure all Reception areas, meeting rooms, kitchen spaces, waiting areas and medical records storage areas are kept free of clutter, clean and tidy. (This is everyones responsibility)
- Make sure with staff that the close down of the Practice is adequately completed following all protocols and that the clinical rooms are left clear and tidy with no patient data.
- Ensure all issues raised by other staff are investigated and dealt with and reported to the Practice Manager.
- Identify areas where further training/systems/improvements are needed and ensure action is taken and changes implemented.
- Take responsibility for the security of prescriptions, including the receiving of deliveries, storage and any Invoices given to Practice Manager
- Carry out staff updates at Practice opening times and shift handover and update the Reception communication board regularly.
- Follow all reasonable management requests from the Practice Manager or Senior partner.
- Prepare Agenda for Reception / Admin Meeting, lead and take minutes to circulate and upload on Team Net.
- Oversee the processing of repeat prescriptions and staff workloads
- Assist the Practice Manager with the PPG (Patient Participation Group and attend meetings)
- Support the Admin Team with Medical Reports, Path Links, Recalls, Searches and new Registrations (where necessary)
- To ensure staffing levels are covered in any absences and a designated staff member or yourself can mulitskill with admin tasks so all work is completed.
- Support Admin in the responsibility for assisting with Smartcard issues and queries in admin in staff absence.
- Responsible for the 6 week baby immunisations adding onto the Clinical Rota
Human Resources
- Take responsibility for the operational line management of staff working in the reception and administrator / Secretarial roles.
- Carry out the reception and administrator teams annual appraisals and, their return to work interviews after short periods of sick or other leave alongside the Practice Manager
- Involvement in the recruitment process for new members of the reception and administrator teams, from evaluating staffing requirements through to the employees Induction.
- Develop, arrange and carry out/oversee staff induction, training and development opportunities for the reception and administrator teams, liaising with the Practice Manager to ensure staff are appropriately trained to fulfil their roles and to maximise opportunities for motivating staff to fulfil their potential.
- Deal with change of hours requests in conjunction with the Practice Manager / Senior Partner.
- Work closely with the Practice Manager and Senior Partner to involve staff as appropriate in the introduction of any change.
- Assisting with Disciplinary and Grievance procedures, this could include investigations, meetings and note taking if applicable.
- Take responsibility for cross line management when the Practice Manager is absent, ensuring line management duties are carried out and any other duties required.
- Organise and manage inductions for new staff in the reception and administrator teams.
- Assist the Practice Manager in ensuring all policies and procedures are up to date relating to Reception and administrator teams, ensuring that all relevant staff have read the policies.
- Deal with requests for annual leave/TOIL/time off for other reasons, authorising or rejecting any requests in line with the Staff Handbook and in discussion with the Practice Manager as appropriate.
- Assist the Practice Manager with the PPG (Patient Participation Group and attend meetings)
Finance
- Take responsibility for ensuring all petty cash, receipts are taken and stored safely
- Producing a monthly petty cash spreadsheet.
- Ordering appropriate stock
The above list of duties is not exhaustive and may be subject to change as deemed necessary.
Note
This is not intended to be an exhaustive list of responsibilities, and it is expected that the successful applicant will participate in a wide range of activities.
Health & Safety
- The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
- Using personal security systems within the workplace according to practice guidelines
- Testing and Operating the Fire Alarm weekly
- Responsible for any adhoc building maintenance and to be the first point of contact. To refer to the Practice manager / GP Partner where deemed necessary
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making sure all 6 monthly and annual checks are updated and uploaded into team net
- 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
- Reporting potential risks identified.
- Reporting all Datixs and near misses to Practice Manager
Job description
Job responsibilities
- Responsible for the day-to-day management of the reception administration teams, ensuring their associated roles and tasks are carried out in accordance with agreed procedures, protocols and time-scales, reporting to the Practice Manager as necessary.
- Responsible for answering the phones between 8 10am and 1-2pm daily to help support the team with demands.
- Responsible for delegating, overseeing and managing the workload of the Receptionist/Administration as well as providing support and training to these staff.
- Responsible for monitoring the Phone dashboard and call monitoring
- Responsible for the management of the clinical rota ensuring there is a minimum of 4 weeks of rotas on the EMIS system and sufficient cover on rotas, to amend and update where required.
- Responsible for all reception / Admin authorisation of annual leave, ensuring at all times there is sufficient cover.
- Responsible for the Reception Staff Rota and extended Hours rota reception / Admin and to include GP and Nurses
- Responsible for ensuring the smooth running of all designated Reception/ Admin areas.
- Responsible for up to date Care Navigation to support the reception / Admin team and update any documentation regularly.
- Work closely with the Clinical staff, Practice Manager and Senior Partner
- To offer general support to the practice team and project a positive, friendly and professional image to patients and other visitors, either in person or via the telephone.
- To carry out receptionist duties when required/necessary to do so and to muck in with the team when short staffed or in periods of absences
- To pro-actively work to diffuse complaints at an early stage at Reception.
- To facilitate effective communication between patients, members of the Primary Care team, Secondary Care and other associated healthcare agencies.
- To work with the Practice Manager to ensure that the Practice fulfils its CQC requirements and staff receive all necessary training.
- To manage the various appointments screens on a daily basis.
- Assist the Practice Manager in updating all policies and procedures relating to the Practice where required.
- To assist the Senior Partner with Qof and Qof Plus work (Adhocly)
- Health and Safety lead and responsible for all health and safety and keeping Team Net Updated
- Support the Practice Manager with Project Work as and when required
- Ensure adequate staffing levels are covered with the Reception Rota
- Deal with general day-to-day queries from staff members.
- Deal with general telephone enquiries from patients and general public.
- Manage bereavements, Nurse Clinics and over see overall work
- Work closely with the Practice Manager and others to evaluate staffing establishment and training requirements associated with Reception and admin teams.
- Manage the various appointments, visit and other books in line with agreed policies.
- Support the GP Partner with any clinical Coding as and when required
- Ensure all visitors are signing in and out following Practice procedures.
- Continually assess and evaluate systems, recommending changes and improvements to the Practice Manager as appropriate.
- Promptly notify relevant staff of deliveries received, following all Practice guidance and ensure the deliveries are dealt with in a timely manner and put away by a designated staff member.
- Actively ensure all Reception areas, meeting rooms, kitchen spaces, waiting areas and medical records storage areas are kept free of clutter, clean and tidy. (This is everyones responsibility)
- Make sure with staff that the close down of the Practice is adequately completed following all protocols and that the clinical rooms are left clear and tidy with no patient data.
- Ensure all issues raised by other staff are investigated and dealt with and reported to the Practice Manager.
- Identify areas where further training/systems/improvements are needed and ensure action is taken and changes implemented.
- Take responsibility for the security of prescriptions, including the receiving of deliveries, storage and any Invoices given to Practice Manager
- Carry out staff updates at Practice opening times and shift handover and update the Reception communication board regularly.
- Follow all reasonable management requests from the Practice Manager or Senior partner.
- Prepare Agenda for Reception / Admin Meeting, lead and take minutes to circulate and upload on Team Net.
- Oversee the processing of repeat prescriptions and staff workloads
- Assist the Practice Manager with the PPG (Patient Participation Group and attend meetings)
- Support the Admin Team with Medical Reports, Path Links, Recalls, Searches and new Registrations (where necessary)
- To ensure staffing levels are covered in any absences and a designated staff member or yourself can mulitskill with admin tasks so all work is completed.
- Support Admin in the responsibility for assisting with Smartcard issues and queries in admin in staff absence.
- Responsible for the 6 week baby immunisations adding onto the Clinical Rota
Human Resources
- Take responsibility for the operational line management of staff working in the reception and administrator / Secretarial roles.
- Carry out the reception and administrator teams annual appraisals and, their return to work interviews after short periods of sick or other leave alongside the Practice Manager
- Involvement in the recruitment process for new members of the reception and administrator teams, from evaluating staffing requirements through to the employees Induction.
- Develop, arrange and carry out/oversee staff induction, training and development opportunities for the reception and administrator teams, liaising with the Practice Manager to ensure staff are appropriately trained to fulfil their roles and to maximise opportunities for motivating staff to fulfil their potential.
- Deal with change of hours requests in conjunction with the Practice Manager / Senior Partner.
- Work closely with the Practice Manager and Senior Partner to involve staff as appropriate in the introduction of any change.
- Assisting with Disciplinary and Grievance procedures, this could include investigations, meetings and note taking if applicable.
- Take responsibility for cross line management when the Practice Manager is absent, ensuring line management duties are carried out and any other duties required.
- Organise and manage inductions for new staff in the reception and administrator teams.
- Assist the Practice Manager in ensuring all policies and procedures are up to date relating to Reception and administrator teams, ensuring that all relevant staff have read the policies.
- Deal with requests for annual leave/TOIL/time off for other reasons, authorising or rejecting any requests in line with the Staff Handbook and in discussion with the Practice Manager as appropriate.
- Assist the Practice Manager with the PPG (Patient Participation Group and attend meetings)
Finance
- Take responsibility for ensuring all petty cash, receipts are taken and stored safely
- Producing a monthly petty cash spreadsheet.
- Ordering appropriate stock
The above list of duties is not exhaustive and may be subject to change as deemed necessary.
Note
This is not intended to be an exhaustive list of responsibilities, and it is expected that the successful applicant will participate in a wide range of activities.
Health & Safety
- The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
- Using personal security systems within the workplace according to practice guidelines
- Testing and Operating the Fire Alarm weekly
- Responsible for any adhoc building maintenance and to be the first point of contact. To refer to the Practice manager / GP Partner where deemed necessary
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making sure all 6 monthly and annual checks are updated and uploaded into team net
- 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
- Reporting potential risks identified.
- Reporting all Datixs and near misses to Practice Manager
Person Specification
Experience
Essential
- Good sickness record (e.g. max 3 events in last 12 months).
- Good communicator (verbal & written) both upwards and downwards, using a wide range of media I.e. Phone, Email or Face to Face
- Good standard of education with excellent literacy and numeracy skills.
- Ability to work autonomously and initiate / self-direct own workload.
- Evidence of the ability to grasp new concepts and work on a self-directed basis.
- Experience of Managing a team
- Experience of dealing with Complaints
- Adaptable, innovative and forward thinking
- Hard working, reliable and resourceful. Ability to use own judgement and common sense.
- Confident in decision making with proven problem-solving skills.
- Confident, assertive and resilient.
- Experience in a General Practice Setting
Desirable
- Experience of using EMIS Clinical System software
Person Specification
Experience
Essential
- Good sickness record (e.g. max 3 events in last 12 months).
- Good communicator (verbal & written) both upwards and downwards, using a wide range of media I.e. Phone, Email or Face to Face
- Good standard of education with excellent literacy and numeracy skills.
- Ability to work autonomously and initiate / self-direct own workload.
- Evidence of the ability to grasp new concepts and work on a self-directed basis.
- Experience of Managing a team
- Experience of dealing with Complaints
- Adaptable, innovative and forward thinking
- Hard working, reliable and resourceful. Ability to use own judgement and common sense.
- Confident in decision making with proven problem-solving skills.
- Confident, assertive and resilient.
- Experience in a General Practice Setting
Desirable
- Experience of using EMIS Clinical System software
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.