Job responsibilities
Job Title: Assistant
Manager
Grade: Band 4
Contract type: Permanent
Responsible to: Site Manager and Ops team
Accountable
to:
Partners
Job summary
The Assistant Manager
has delegated responsibility for the smooth running of reception and the
waiting room. The postholder should liaise with the Site Manager to ensure
provision of an efficient reception and admin service. S/he is responsible for
supervising other staff in the efficient administration of all related
processes. The Assistant Manager will be
required to have a hands-on approach and will be required to carry out work on
an individual basis or as part of the PCA team. The post-holder will be
required to provide support to team members and will cover for holidays and
sickness absence if necessary.
The Assistant Manager
will have a major impact in promoting a positive image of the practice to
patients and other visitors and will need to pay particular attention to the
needs of our diverse and multi-cultural population. The Assistant Manager will ensure that the
patient journey while in practice is facilitated effectively by the PCA team in
ensuring the delivery of excellent customer care
Ability to work
flexibly to ensure reception team is fully functioning throughout the day
(including covering early and late shifts as and when required at short notice).
Duties and
responsibilities
Following practice policies, protocols and
guidelines, duties will include:
Management
responsibilities
Provide
support to the Site Manager as and when required
Deputise
and manage the site in the site managers absence
Ensure that work is carried
out on time, accurately and in accordance with practice policy, ensuring that
front line reception duties are always covered, and daily administrative tasks
are completed each day
Deal
with any patient concerns or complaints as they arise trying to resolve at the
time of occurrence; to be a liaison/support link for patients
Work
alongside the Site Manager to lead, manage and organise the non-clinical team
Monitor
QOF/CQC requirements; ensure accurate recording of required patient
registration details, spoken language, smoking etc. and take remedial action to
improve data recording when required
Manage
and monitor the effectiveness of the site with the Site Manager and take
remedial action/adapt where appropriate
Attend,
participate in and contribute to staff meetings, chair PCA Meetings if required
alongside the Site Manager
Support
locums/registrars/salaried GPs working in the practice and identify yourself as
a point of contact for any issues
Ensure
adequate stocks of stationery
Assist
in the ordering, record keeping and safe distribution of prescriptions in line
with practice procedures
Monitor
equipment and report operating problems
Ensure
that there is a high emphasis on the provision of customer care throughout the
team
Be responsible for the
line-management of the PCA staff; ensure that all Personnel Files are
maintained in accordance with the Practice guidelines
Allocate and manage
staff leave in accordance with the practice Holiday Policy
Follow the practice
guidelines on staff support, capability and discipline and carry out any
necessary measures
To
have active involvement in staff recruitment and ensure all HR and contractual
requirements are met.
Provide mentorship and
support to the PCA team
Be
aware of the importance of good employment practice and how this relates to the
PCA team and report any problems
Monitor
reception staff timekeeping, sickness, unauthorised absences and take
appropriate action and report and discuss problems with capacity, discipline,
or staff grievances to Site Manager, Operations Manager/HR Manager
Participate in practice
procedures for performance review, appraisal or mentoring and promote value of
schemes to reception staff
Ensure telephone duties
are always covered adequately and the monitoring of phones is maintained
Assist
in the ordering, record keeping and safe distribution of prescriptions in line
with practice procedures
PCA and
call handling duties
Ensure
each patient/visitor to the practice always receives a high-level of customer
care/service
Ensure
that the patient journey is to a high standard, and any queries are dealt with
effectively and in an empathetic manner
Monitor
the flow of patients into the consulting and treatment rooms.
Ensure
that patients without appointments, but who need to be seen on the day, are
dealt with in a logical and non-disruptive manner.
Provide
support to all clinical staff as and when required ensuring that communication
with patients is always maintained
Respond
to all queries and requests for assistance from patients and other visitors,
including assisting patients to complete the relevant NHS forms
Action
any admin tasks and requests in an efficient and effective
Ensure
that requests for prescriptions are actioned where possible within one working
day.
Follow
Practice procedures for opening and closing of all sites
Ensure
total familiarity with all the appointment systems including the regular and
incidental variations.
Book
appointments and recalls
Provide
a high level of service when covering the phones and ensure patients are
signposted appropriately
Answer
phones in a timely manner and ensure they are dealt with in an effective way
Ensure
the practice guidance for identifying patients and greeting patients when they
call the practice is always followed
Manage all telephone and home visit requests
as per the practice process ensuring that all patient contact information is up
to date.
Participate
in 121 meeting to review the quality of calls through call recordings and
reflect on any improvements if required
Carry
out any other reasonably delegated duties considered appropriate to the post
Communication and relationships
Ensure appropriate and
constructive communication within the staff team and the wider practice team
Communicate sensitively
and effectively with patients and carers, using active listening and adapting
communication style and method as necessary to meet their needs
Be aware of relevant
decisions from partners meetings and implement action as appropriate
Keep
the Site Manager informed regarding all aspects of the day to day running of
the PCA/admin teams within the practice
Organisation/Quality
Understand own role and
scope in the practice
Work as an effective and
responsible team member, supporting colleagues in a flexible manner
Ensure patients are
identified correctly and that any data entered the computer is done accurately
Ensure all staff have
and use their own login and keep this private
Understand and follow
the requirements of confidentiality (including the Data Protection Act) and the
Freedom of Information Act and deal with queries as appropriate
Assist in the practice
processes regarding Quality and CQC.
Contribute to the achievement of national and local standards
Support the aims and
objectives of the practice and contribute to the ongoing development of the
practice as required
Follow practice
policies, including Health & Safety, Security and Confidentiality.
Prioritise, organise,
and manage own and others workload in a manner that maintains and promotes
high service and quality standards.
Training
learning and development
Training of new
reception team members in line with practice policies and procedures, ensuring
ongoing reviews are conducted and they achieve competence
Assist
in the implementation of all procedures and ensure appropriate training of all
reception and admin staff alongside the Practice Manager
Be
aware of issues related to professional development for self and the staff
groups s/he has responsibility for and be committed to participation in
training and education
Identify
needs for own training or that of others; assist in the co-ordination of
induction for new receptionists
Participate
in the provision of all relevant mandatory and non-mandatory training for the
reception/admin groups
Management
of risk/health & safety and security
Ensure
adequate premises security; test and review regularly; liaise with crime and
fire prevention officers wherever necessary
Follow
infection control policies
Use the personal
security systems within the workplace according to practice guidelines
Follow Health &
Safety Policies and guidelines, including fire procedures and those pertaining
to clinical risk. Use safe working procedures and report incidents using the
practice incident reporting system
Deal promptly with any
concerns or report to line-manager/building manager/Practice H&S
representative as appropriate
Implement the Practice
Zero Tolerance Policy where appropriate
Employees
must take reasonable care for the Health and Safety of him/herself and/or
others who may be affected by his/her acts or omissions at work
No person shall
intentionally or recklessly interfere with or misuse anything provided in the
interests of Health, Safety or Welfare
Be
aware of practice policies on risk management/Health & Safety/Incident
reporting, and operate appropriate procedures for minimising risk
Other
Any other reasonable
delegated duties considered appropriate to the post
Give good and regular
attendance
Maintain a tidy and
organised work area.
Preparation of
refreshments, errands, spot cleaning and set up of rooms for meetings as
necessary.
