Assistant Practice Manager

Job description

Job responsibilities

TEAM AND PERSONNEL MANAGEMENT

In conjunction with Practice Business Manager (PBM), the Assistant Manager will share responsibility for the HR function for staff including, induction, DBS, training needs analysis, developing training sessions and implementation, appraisals, return to work, grievance, mediation and disciplinary in line with policies and procedures.

• To support Team Leaders' to carry out their roles effectively, providing guidance and mentorship.
• Maintain effective communication between practice teams to ensure a high standard of information flow within the practice.
• Assist PBM to identify training needs and ensure it is carried out and evaluated.
• Assist PBM in implementation, review, respond and monitor the complaints procedure.
• Implementation of a system for reporting, reviewing and monitoring of significant events.

CLINICAL

To assist the PBM in the supervision and support of the administration and achievement of QOF Enhanced Services and IFF.

• Chronic Disease reviews
• SMI register and achievement
• LD register
• Cervical Cytology
• Managing Exeter
• CSTD administration
• CSAS submissions
• Bowel screening
• Vaccinations shingles and support to administration for achievement childhood immunisation
• Nasal flu uptake

PCN

To attend any PCN, cancer care meetings at the request of Practice Manager.

GENERAL

To ensure that Practice returns are submitted, provide statistic and feedback collection/analysis of data.

• KO41b assist PMB
• NWRS
• Inform flu and covid
• eDec
• Provide support, guidance and checking of PPA submissions.
• To assist the PBM to maintain and update the staff handbook

LIAISON

• To promote good relationships between the Practice and outside bodies, PCN, NECS, community staff and visiting staff.
• To support a PPG and liaise with patients.
• To attend any meetings on behalf of the Practice Manager.
• Liaising and maintaining communication with external stakeholders to ensure the efficient running of the Practice.

TRAINING

Ensuring that E-learning training accounts are set up for all staff and 100% achievement of the training.

• Responsible for arranging annual BLS training
• Overseeing annual hand hygiene programme
• Staff Inductions.

• Management of Exeter system/ CSTD
• Management of Digital Workplace Leavers and joiners
• To provide computer reporting, audit data and data requests from clinicians.
• Be first point of call in the event of any hardware, software and equipment breakdowns and malfunctions.

Organisational

• In conjunction with the Practice Co-ordinator, the forward planning of staffing levels e.g. staff rotas, holiday rotas and ensure that there is adequate staffing to meet the anticipated workload to cover sickness, time in lieu, training days and holidays for admin staff and for doctors. Periodically with the PBM, review the staff rota and allocation of duties to ensure the organisation is effectively meeting the practice and patient needs.
• To be aware of and to maintain Administration and Reception office procedures. Alongside the PMB develop new policies and procedures and conduct annual reviews to ensure all documentation is up to date ensuring any changes are implemented. Initiate new procedures to aid practice organisation and provision of services to patients.
• Support the PBM to meet all tight timescales/deadlines to ensure that the Practice meets quality standards and receives the designated funding (e.g. annual QOF audit etc.)
• Monitoring and recording staff performance and attendance in their day-to-day duties by conducting regular audits, appraisals and ensuring e-learning and appropriate training is conducted.
• Authorising, managing, and logging staff annual leave requests and sickness ensuring that the practice rules and staff employment contract is adhered to.
• Ensure the smooth running of the appointments system and clinicians rotas.
• Ensure that all accidents or dangerous incidents/SIRMS are reported to the Practice Manager, record any necessary follow-up undertaken. To also maintain a log of critical incidents.

Communication

• Recording and assisting the Manager with complaints, when required. Liaising with clinical staff where appropriate.
• Dealing with patient queries and resolving complaints face to face. Directing serious complaints to the PBM where necessary.
• Logging all IT software and hardware issues with external bodies.
• To communicate with the Patient Participation Group in delivering and implementing any changes as and when required.
• Liaising with the external bodies as required arranging the provision of building maintenance issues as required.
• Liaising with suppliers to place orders.
• To liaise with external bodies, NHS England, Public health, ICB and the contracting team as and when required or when advised to
• To attend meetings in the absence of the Practice Manager.

Information Technology

• Use of NHS patient software (SystmOne) to document accurate patient data and patient requests for all correspondence, registration of new patients and scanning of patient documents
• Use of internet and regular use of e-mail for correspondence.

• Use of CQRS NHS software to submit and action NHS claims and support IIF. Ensure PPA submission

• Develop written protocols outlining working procedures for new staff.

• Training staff on use of the booking system SystemOne software and any other I.T related software pertinent to the role.

• To manage, maintain and update the Practice website. Ensuring all surgery information is up to date. To deal with informal queries and comments that come through the Practice Website and practice generic email.

Financial Management

• To manage the Petty cash alongside the PBM
• Support the PBM to meet tight timescales/deadlines to ensure that the Practice meets quality standards and receives the designated funding (e.g. Quarterly Enhanced Services returns, annual QOF audit etc.)
• Assist in the sourcing of profitable services for the practice when required.

General duties

• Ensure that the responsibilities to staff, patients and other health centre users under the Health and Safety at Work Act are met. Ensuring all staff attend the mandatory training.

• Attending training courses and meetings pertinent to the post.

• Be available and flexible to cover colleagues annual leave and sickness.

• To adhere to policies and procedures laid down by the Practice and in accordance with NHS England Trust policies and procedures as appropriate e.g. No smoking.

• Any other delegated duties considered appropriate for the post.

• Deputise In the absence of the Practice Manager.

• Awareness of and compliance with all relevant practice policies/guidelines, e.g. prescribing, confidentiality, data protection, health and safety, supporting annual Quality and Outcomes Framework (QOF)Assessment of the Practice.

• A commitment to learning and audit to ensure best practice.

• Contributing to evaluation/audit within the organisation.

• Contributing to the development of computer-based patient records.

• Any other duties required to support the Practice Manager and requested by the Partners.

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
• Carrying out risk assessments and 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.

- Reporting potential risks identified.

- Arranging legionella testing.

- Arranging PAT testing.

Equality and 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 practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.

The duties may alter through time and in accordance with the needs of the practice, in such instances the post holder will be informed of these and after suitable discussion will accommodate as required.

Person Specification

Experience

Essential

• Previous experience of working within a management and HR Role desirable in General Practice.

Desirable

• Experience of working within a medical practice.

Qualifications

Essential

• Able to lead and motivate staff to achieve high performance.
• Able to delegate effectively, supporting and empowering staff with assigned responsibilities.
• Evidence of an innovative approach and effectiveness as an agent for change.
• Able to understand the objectives of the practice and the constraints within which we work; and to adapt effectively to these.
• Able to take full responsibility for process design and the quality and timeliness of output.
• Able to work independently, seeking advice from colleagues or Partners appropriately.
• Able to make an effective contribution as part of the management team of the organisation.
• Able to represent the organisation effectively as an Assistant Practice Manager.
• Able to represent the Practice as a well-run, responsive, and professional organisation.
• Able to communicate clearly, concisely, and accurately face-to-face and on the telephone.
• Able to use the Practice electronic medical information system called SystmOne and other relevant software applications.
• Able to implement Practice policy regarding patient confidentiality.
• HR experience.

Desirable

• Previous experience of managing staff in a GP Practice with practical knowledge of QOF and Primary Care NHS targets.
• Experience of management within the NHS, particularly in Primary Care.
• Advanced IT skills to create reports.
• Able to interact confidently with people of all ages and from all backgrounds.
• Able to travel to meetings at other sites in the locality.
• Awareness of issues within the wider community in relation to current.

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

Elm Tree Surgery

Address

22B Westbury Street

Thornaby

Stockton-on-tees

TS17 6PG

Employer's website

http://www.elmtreepractice.nhs.uk/welcome,53335.htm (Opens in a new tab)