Practice Manager

Job responsibilities

Job Summary

The post holder will provide compassionate leadership and cultivate a motivated, supportive team environment to enable excellent patient care

Accountabilities

As an employee you must take personal responsibility for understanding and complying with Smile Togethers standards and any other Standards of Professional Conduct of any government, regulatory organisation, licensing agency, or professional association governing your professional activities.

Handbook

The expectations of the organisation are outlined in the employee handbook, and you are expected to familiarise yourself with those expectations.

Social Enterprise:

All employees are aware of the status of Smile Together Dental CIC as a Social Enterprise and are expected to commit to the values expected of a CIC and actively contribute to innovations in supporting the local community to improve oral health.

Key accountabilities:

Leadership

Create a motivated, and supportive environment. Encouraging the team to be innovative and forward thinking. Build strong working relationships within your location and other departments within Smile Together.

Cultivate the environment for a motivated, high performing team focused on excellent patient care and Smile Together values and behaviours.

Conduct quality performance reviews with all team members using the Performance Management system in line with the employee review cycle.

Ensure all team members have relevant Personal Development Plans, with appropriate members adhering to the General Dental Council regulations for enhanced CPD.

Support the development and progression of team members in line with individual Objectives, career pathways and strategic business requirements.

Prepare and Facilitate induction of new team members so that they feel prepared and supported.

Develop a high performing team by managing the performance of individual team members in line with company procedures to achieve company goals and targets.

Manage the attendance and wellbeing of the team members in line with company procedures to maximise employee health and wellbeing.

Produce a monthly action plan to deliver targets, improve patient outcomes and experience, and seek new revenue opportunities.

Collaborate with others, including the Business and Performance Lead, to oversee performance and optimise the output of the location.

Act as the CQC registered manager regarding any regular inspections to ensure excellent regulatory compliance and support the Clinical Directors in ensuring clinical standards are in line with relevant regulations and guidance.

Take ownership for delivery of KPIs for the location such as utilisation, revenue, and availability.

Regularly checking and updating Smile Together management, governance, and compliance systems

Be responsible for the controllable lines within Profit and Loss account for the location, such as equipment, property repairs and workforce costs.

Patients

Ensure the location team members consistently deliver a gold standard patient experience.

Work with the teams to deliver excellent patient care and support the Clinical Directors in cultivating a continuous improvement culture.

Effectively manage and resolve patient complaints, including rolling out improvements from lessons learnt, through complaint resolution and patient feedback.

Ensure the location are adhering to GDPR regulations for patients and employees.

Lead the team to provide high-quality patient care, creating treatments to provide patient choice and meet patient needs.

Work collaboratively with the marketing and communications team to ensure ongoing and effective promotion of key Smile Together messaging.

Operational & General Management

• Optimise clinical diary utilisation whilst considering patient needs, contract performance and the needs of the team.

Take ownership to regularly maintain quality assurance systems to meet internal and external regulatory standards (applicable to your location)

Ensure that the location meets the contractual and clinical governance guidance in relation to the safeguarding of children and adults.

Lead on the following areas in your location(s): CQC Registered Manager, Radiation Protection Supervisor, IOSH trained person, Health and Safety and Infection Prevention Control Lead

Ensure all relevant risk assessments are carried out and implemented.

Ensure that any accidents, incidents or events are logged using the appropriate system.

Work in collaboration with relevant colleagues to carry out investigations and develop and implement any learning outcomes.

Ensure all Smile Together policies and procedures are adhered to and implemented.

Qualifications

Desirable

• Management/business related qualification (diploma)

Knowledge and Skills

Essential

• Excellent organisational skills
• Able to plan, manage and prioritise workloads effectively
• Ability to work under pressure and remain productive under difficult circumstances
• Excellent communication and presentation skills
• Good team player
• Working under own initiative
• Ability to show diplomacy when needed and undertake difficult conversations
• Ability to problem solve and execute high analytical judgement
• Self-motivated, innovative, proactive, flexible, and adaptable
• Ability to manage difficult and/or sensitive conversations with patients
• Ability to drive performance to achieve set KPIs & SLAs
• Ability to interact effectively with management, colleagues, the public, advisory bodies, and other external stakeholders in a professional and courteous manner
• Flexibility and preparedness to change and adapt as circumstances dictate, able to look to the future, be inspirational and do what you can to make things better
• Demonstrate understanding and patience, and generously go the extra mile for colleagues, patients, and the community
• Ability to work authentically, doing what you say you will do and building trust
• Ability to use own initiative and apply sound judgement, be bold and confident to voice an opinion, offer innovative solutions and feel part of decision-making

Experience

Essential

• Experience and knowledge of general dentistry practice management, including patient experience development, private service development, retail & sales targets, and employee management
• Leadership, mentoring and coaching experience
• Proven commercial acumen and analytical skill
• Knowledge and understanding of a busy clinical environment
• Knowledge and understanding of CQC regulations
• Financial and budget management experience
• Knowledge and understanding of P&L management
• Experience of performance management (people and services)
• Experience of leading projects, service improvement and change management
• Knowledge and experience of GDPR
• Knowledge and experience of patient confidentiality

Desirable

• Management/business related qualification (diploma)
• Knowledge of dental terminology
• Knowledge of dental specific 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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).