Job responsibilities
Scope of role: The role of Deputy Practice Manager requires a self-motivated,
disciplined individual to
take ownership of the efficient day to day running of the service, supporting the Practice Manager and working as a key member of the management team.
The
successful candidate will have experience in a fast paced office environment,
have good IT skills, experience in using clinical systems such as Systmone and
will have demonstrable customer service skills.
Organisational relationships: Liaises with:
Internally: all other members of the practice team
Externally:
The patients, CCG and NHSE, community services, hospital services and members
of other statutory bodies.
Communication:
The post-holder should recognise the
importance of effective communication within their role and will strive to:
Communicate
effectively with other employees to build positive relationships
Be
able to adapt their communication style where appropriate
Work
effectively with all functions to deliver the business aims
Development
Opportunities
Attending
practice manager meetings with the Practice Manager or in the Practice Manager
absence
Supporting
the Practice Manager with coordinating locum bookings and interview
coordination
Assist
the Practice Manager with staff issues relating to the reception teams, trying
to propose and implement solutions to these issues
HR
Line management of the reception and administration staff
Conducting staff appraisals for the reception and administrative
team alongside the Practice manager, recording sickness, approving and
recording annual leave of reception/admin teams
Organise
staff inductions, arrange paperwork, logins and smartcards for new members
of staff
Organise
staff training on all aspects of general practice as required
Management
of non-clinical annual leave calendar
Management
of staff sickness records and incentive scheme
Operations
Ensure
that all administrative systems are running smoothly and recommend any
necessary improvements
Resolve problems/complaints with staff and patients and escalate
to the Practice Manager as and when appropriate
Dealing with any escalated patient or reception queries
Be
responsible for maintaining practice inventory of equipment and organising
repair and replacement where necessary
Oversee
stock control of stationary and toners and order supplies of stationary
and toners as required.
Carry
out projects identified. Report on and manage their progress to conclusion
as directed by the Practice Manager.
Check that all home visits are recorded on the clinical system
Production of agreed rotas and ensuring the rotas are uploaded to
the clinical system and the Shared drive and shared appropriately with staff.
Ensure that tasks on the clinical system are dealt with
efficiently and within a timely manner
Monitoring of appointment availability and altering the clinical
system to ensure capacity meets demand
Health and Safety audits
Dealing with visiting personnel in relation to any building
contacts when on site
Booking mandatory training as and when directed by the Practice
Manager
Cascading alerts to clinical staff
Cover and respond to emails received on the Practice email address
Cover reception in an emergency only
IT support
To be
first point of contact for patients who wish to access their medical
record.
To
provide support to staff to ensure that they complete annual training on
confidentiality and security of data and provide training as required
To
provide support and training for current and new staff in resolving simple
problem with PCs and printers.
To
liaise with IT support department to resolve other hardware and software
issues.
Train
new and existing staff as necessary on IT applications
Be
responsible for maintaining and updating the practice website
Be
responsible for updating content on the Envisage TV screen
Be the
point of contact for patients who need help accessing the website
GMS Contract
Project
manage the targets associated with GMS contract using the IT system,
circulate task lists and follow up on action points.
Ensure
that all relevant paperwork concerning enhanced services is returned in a
timely manner
Ensure
systems are in place to reach targets. Liaise with support staff to ensure
targets are managed throughout the year and achieved appropriately. Flag
areas of concern to the Practice Manager
Administration
Produce
a quarterly patient newsletter
First
line management of all complaints ensuring they are fully investigated
and responded to in line with the complaints protocol. Escalate as
appropriate.
Organise
the annual review of patient complaints and ensure that action points are
minuted and followed up.
Monitor
and collate significant events for the practice
Organise
quarterly significant event reviews
Produce
patient leaflets as required, ensure that existing patient information is
correct and up to date and ensure that reception area and clinical rooms
have a supply of leaflets
Maintain
staff and patient notice boards
Ensure there
is an understanding of all non-clinical staff roles to be able to assist
in delivering the role should the need arise
Locum Cover oversee the locum induction pack and processes to
ensure the practice has all relevant documentation prior to locum start date.
Making necessary arrangements for locum cover to be in place
Ensure
alerts and notifications received by the practice are shared with
appropriate staff (clinical / non clinical) as required.
Internal
Communications
To minute practice meetings, in house MDT meetings and staff
meetings in a timely manner and distribute the minutes to the relevant people.
To record discussions in meetings that need to be reported on and to file
appropriately.
To follow up on any actions from the meetings and ensure that
these are completed by the relevant people.
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 Practices Health & Safety
Policy, to include:-
Using
security systems within the workplace according to Practice guidelines
Identifying
the risks involved in work activities and understanding 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
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 company procedures and policies and current
legislation
Respecting
the privacy, dignity, needs and beliefs of patients, carers and colleagues
Behaving in a
manner which is welcoming to and of the individual, is non-judgmental and
respects their circumstances, feelings, priorities and rights
The
post-holder will abide by the equal opportunities policy contained within the
employee handbook
Other duties
Provide
administrative support to Practice Manager as required
To undertake
any other duties as agreed with the Practice Manager and/or partners.
This Job
Description will vary from time to time, by mutual consent, according to the
way in which the Practice develops.