Deputy Practice Manager

Job description

Job responsibilities

Day to Day responsibilities

• To manage the reception team in the absence of Reception Managers, ensuring the reception daily duties runs smoothly at all time, liaising with the Receptionists, Patient Assistance, Supervisors, and when appropriate, the Practice Manager.

To provide overall management of front desk services and activities.

• In conjunction with the Reception Management, to ensure that staffing levels are kept adequate. To approve annual leave/special requests for leave by members of the reception team and ensure that practice policies relating to leave are adhered to.

• To devise induction/training plans and supervise the induction/training of new staff in reception procedures, and to also provide training in new procedures for all staff and keeping log of all induction and training undertaken.

• To assist with the training and development of the relevant teams, including the Clinical and Non clinical teams. To identify training requirements, and take a lead in arranging suitable sessions for the practice PLT to address any such requirements.

• To be familiar with all reception protocols and procedures in use and in consultation with Clinical Teams, the practice manager and the reception teams, make efforts to improve existing systems and implement new systems as directed by Practice Manager and GPs.

• To help new members of the clinical team, including GPs, registrars, locums, nurses and medical students become familiar with reception procedures.

• To take responsibility for patient facilities in the waiting room, including health and safety matters. To ensure that areas are kept clean and tidy, liaising with the cleaners and other relevant staff where appropriate.

• To meet regularly with the Reception Management/ Practice management team
• Assist the Reception Management with the processing of Lab results, daily post, e-mails, tasks including filing and distributing information to specific team members To be prepared to act as a receptionist on occasions, if the need arises.

• To closely work with the practice manager and clinical staff to try to ensure that patients have appropriate access to services at the surgery, and external services (e.g. advice, advocacy, language etc).
• To coordinate collection of data for monitoring appointments availability, including data for local or national Access projects, and DNA rates. To present the information to the practice manager and CCG/PCN when needed.
• To work closely with the clinical staff and Practice Manager to enable the receptionists to become more advisory in their roles.
• To liaise with Care Coordinators, patient advisor/ Health advocates and additional ARRS Roles on Patient Experience initiatives.
• Liaise with other members of the primary health care team, outside agencies and Practice volunteers as required
• To liaise with any patients wishing to complain verbally and to reply to written complaints in accordance with our complaints policy.

Oversee facilitation of changeover between morning and afternoon, evening shifts.

To be flexible in the workplace in terms of hours worked as and when the need arises.

Liaise with Reception Management to ensure all rooms are stocked and oversee supplies.

Oversee process of prescription, ensuring prescription are processed on time and liaise with in-house Pharmacy Team.

HR Responsibilities

Carry out all HR functions which include the following:

Support with all recruitment process including advertising, interview and appointing new staff

Return to work interviews, probationary reviews, one to one meeting, appraisals and disciplinary /grievance hearings.

Providing support to the Central HR team

Issuing Job Offer Letters and Contract as required

Minute take in HR meetings

Updating Bright HR/ HR folder for all staff

Recording keeping of sickness and annual leave and additional leave on appropriate systems

Carrying out all induction checks such as DBS/references

Responsible for providing induction packs and training

Finance

• To analyse data relating to enhanced services, extended hours and other reimbursable income undertaken by the practice, and to claim for these activities within the cut off dates provided. To ensure that all necessary paperwork is returned to the CCG/PCN or other appropriate agency.

• In liaison with relevant admin staff, to ensure robust processes are in place for all target payments to be met, including additional and enhanced services. To liaise with practice manager as appropriate.
• Processing of income and expenditure information including raising invoices or logging details of money owed as appropriate
• Paying invoices, reconciliation and cash-flow monitoring and forecasting
• To maintain petty cash system. Also to collect incoming cash process and pay into bank with incoming cheques

• Maximise income, minimise expenditure and report on finances.
• Submitting claims on organisations behalf such as CQRS

Information Technology/ IT support

Have full understanding of appointment system

Have a working knowledge of all software and hardware

Maintain patient information system

Deal with IT problems and reporting to EGTON/Local IT/EMIS

Train staff in use of system

• Assist in troubleshooting technical problems with the IT systems and software.
• Keeping and maintaining assets register and ensure practice complies with all GDPR legislations

• Participate in the planning, development, implementation and monitoring of new systems and procedures for patient advice and information. To provide monitoring data when needed.

• Play an active role in the development and setting up of new IT systems and in response to the changing needs of the practice.
• Responsible for the up keeping of Practice Telephony system

Administration

Managing clinical and non clinical rota

Providing and covering all locum shifts for the Practice/Organisation

Providing Data for Access as required

Integrated Care/ Palliative Care support as required

Attend staff meetings and/or any other practice meetings

Oversee weekly scheduled list and extension of appointments on computer is carried out accurately.

Assist the Practice Manager in the preparations and co-ordination of disease prevention campaigns e.g. Flu/HPV/Covid etc.

Managing all Document Workflow

Overseeing all functions of EMIS workflow/Organisation configuration

Ad hoc duties such as Sharps bin referrals, Admin / Reception cover, Phones etc

Clinical Governance

• Assist with the administration and completion of non-clinical practice audits.

Reporting all data breaches, accidents and significant events to the appropriate team and service (i.e. DPO, SMT, ICO etc)

• Provide administrative support for the completion of audits
• Liaise with clinical staff to identify standard procedures for the data entry to facilitate successful audit.

Responsibility for the up keeping of all organisational policies and uploading onto relevant IT systems

Building

Have a clear understanding of telephone systems, daytime and out of hours and security alarm system and cctv system.

Organising Access Cards for the building

Assist with remodelling and room moves as required

Responsible for organising all mandatory training relating to building management such as Fire Marshal, Health & Safety etc

Liaising with NHS Properties all maintenance related issues and reporting faults

Organising and disposing of old equipment and furniture

Insuring spots checks and health and safety checks, risk assessments and all CQC related checks are carried out

Information

Ensure communication systems are running smoothly, all clinical and non-clinical teams are kept fully informed of changes in procedures

Assist with production and upkeep of Practice Procedures Manual/ Handbook

Manage paperwork systems including post, internal and external

Act as a central source of information

Updating and up keeping organisation website with relevant information

Updating of telephone messaging system

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

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

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

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

Reporting potential risks identified.

Equality and Diversity:The post-holder will support the equality, diversity and rights of patients, carers and colleagues

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment,

Quality:

The post-holder will strive to maintain quality within the practice,

Communication:

The post-holder should recognize the importance of effective communication within the team

Person Specification

Experience

Essential

• Experience of using EMIS WEB software
• Leadership skills and line managing a team
• Experience and knowledge of putting clinical and admin rota onto EMIS WEB database.
• Experience of working in a general practice. Excellent interpersonal skills. Proactive innovative thinking and planning Superb communicator (verbal and written). Confident to manage sensitively Successful and motivating people IT skills and working in an IT-dependent environment. Resource and facilities management skills. Familiarity with employment law and best employment practices. Awareness of health & safety and risk management. Customer-care skills and ability to deal with the public. Excellent time management Change management Skills Evidence of the ability to grasp new concepts and work on a self-directed basis Familiar with email and the internet Experience in dealing with external organisations at management level

Desirable

• Evidence of organisational skills Previous experience in an analytical role. Evidence of recent self-directed learning or development.
• Professional, personable and approachable. Good listener and empathiser. Able to manage time and delegate effectively. Able to solve problems. Able to manage conflict. Good networker. Enthusiastic with energy and drive. Hard working, reliable and resourceful. Adaptable, flexible and forward-looking. Self-motivated and able to work with minimal direction. Evidence of team working Tact and diplomacy. Honest, caring and sympathetic. Good sense of humour. An inspirational role model. Good sickness and punctuality record Good communicator (verbal & written) both upwards and downwards

Qualifications

Essential

• Educated to degree level or equivalent or ability to demonstrate aptitudes and attitudes at this level. Evidence of continuing professional development. Previous management or supervisory experience.
• Experience of working in a general practice
• Experience of EMIS WEB

Desirable

• Experience of working with a partnership or small business management Financial management including managing budgets and providing forecasts.
• Ability to prepare business cases and represent the practice. Knowledgeable about recruitment, staff training and staff motivation Experience of staff appraisals, handling grievance and disciplinary issues Knowledge of bookkeeping and management accounts

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

St Andrews Health Centre

Address

2 Hannaford Walk

London

E3 3FF

Employer's website

https://www.bbbc.org.uk/health-centres/st-andrews-health-centre/ (Opens in a new tab)