Job responsibilities
The post holder will be required to work with
management and clinical teams to support all aspects of operational
delivery at the practice at both sites ensuring the practice is a
welcoming space for all who enter.
The post holder will be required to undertake the
management of the day to day operational aspects of the service, with a
focus on achieving and monitoring access delivery performance, in order to
support the day to day running of service and staff management, while
working closely with the Practice Manager
The lead for rota development ensuring the service
is always covered in a planned and future focused way this is across both
the clinical and non-clinical workforce, ensuring appointment rotas are
available 3 months in advance following guidelines for practices
appointment system
Practice lead for demand and matching capacity to
that demand ensuring the rota and sessions support the patients needs
Review of phone data
Ensures all staff including Locums have the
appropriate access to the IT systems on arrival,
Is responsible for keeping locum handbook up to
date,
Responsible for floor walking and trouble shooting
on daily basis to ensure smooth running of services, liaising with
Clinical Lead and Nursing Leads,
Planning NHS Health Checks delivery
Through senior receptionists monitoring daily
patient demand and appointment capacity, taking proactive steps to
maintain patient flow,
Reviewing non clinical administrative workloads and
workflow including waiting lists, pathology results, documents and tasks
on a daily basis,
Attending and updating Leads team meeting on a fortnightly
basis
Escalating to Practice Manager emergencies/ urgent issues and
enacting business continuity plan where needed,
Ensuring the set-up of all clinical rooms on both
sites is kept to high standard, with equipment functioning, including
annual PACT testing,
Oversees the procurement of practice equipment,
supplies and services.
Deals with patient grumbles initially escalating as
necessary to Practice Manager
Stock management for both clinical and non clinical
Maintaining and updating website and social media
Setting up and overseeing Patches econsults delivery
Staff
Management and Human Resources
Acts
as the line manager for reception
Undertakes
regular reviews with Senior Receptionist
Manage
the staff of the Reception team, including career development, performance and
work evaluation and have undertaken training to be able to do so
Manage
day to day issues related to HR within the Reception team including managing
annual leave and study leave
Undertakes
appraisals for Reception staff for whom the post holder has supervision
responsibility for and ensures that staff undertake all required mandatory
training.
Ensure
new members of the team are trained to an extremely high standard in accordance
to their job description and achieving the competencies
Planning
and Organisational Responsibilities
Support
the Practice Manager to adopt and maintain CQC readiness, including health and
safety, equality and diversity and maintaining a risk register,
Helping
to develop and nurture a quality improvement culture and being a leader for
change,
Ensure
any learning in relation to complaints and incidents in patient services
management processes and procedures are embedded and processes / procedures
changes as a result,
Formulating
service plans which reflect the needs of the service area in conjunction with the
Practice Manager
Lead
the Team to deliver service objectives, allocating tasks as appropriate,
identifying risks, issues, and dependencies, considering best practice and
current options,
Ensure
service delivery to clients in the community includes, where appropriate,
liaison with various agencies but integrated at the point of delivery
Maximise
service capacity within the agreed resource limit and ensure client
experience/outcomes monitored
Contribute
towards service strategies such as improving health inequalities and the
provision of targeted support for vulnerable groups.
Information
Management and Technology
Maintain
and further develop high level skills in primary care IT
Ensure
all members of the practice team are proficient in the appropriate use of IT
Ensure
that all members of the team receive appropriate training in information
governance and that local and national standards are applied
Set
up access to all relevant systems for new starters inclusive of Smart card
management
Report
problems with hardware maintenance and computer access issues to IT and follow
up as required.
Contribute
to data security following Practice protocols, reporting problems and undertake
computer back-up, as necessary.
Report
SystmOne problems directly to SystmOne and handle any instructions given.
Manage
electronic templates and Workflow on SystmOne.
Using
SystmOne, undertake searches and extract statistical data for the preparation
of reports.
To
be responsible for and be proactive in ensuring that the recall of patients and
any relevant tasks on SystmOne is implemented by the Care navigation team
Monitoring
and updating of social media inclusive of website
Premises
Manage
and arrange the practice cleaning, maintenance, and security
Ensure
that the reception / waiting areas are tidy, and that leaflets, posters and
other information is available and in date, readily available for service users
Communication
Communicates
effectively and professionally with patients, visitors, clinicians and
co-workers,
Interacts
with others in a positive, respectful, and considerate manner,
Utilise
and demonstrate sensitive communication styles, to ensure patients are fully
informed and consent to treatment.
Communicate
and support patients who are receiving bad news,
Communicate
effectively with patients to recognising the need for alternative methods of
communication to overcome different levels of understanding, cultural
backgrounds, and preferred ways of communications,
Anticipate
barriers to communication and take action to improve communication,
Act
as advocate for patients and colleague.
Financial practices
Uses
resources appropriately and avoids wasteful practices.
Promotes
cost containment and efficient use of resources.
Makes
recommendations for potential cost-effective improvements.
Performs
according to established compliance policies and procedures.
Professional competence
Welcomes
suggestions and recommendations.
Cooperative
work attitude toward management, staff, patients, visitors, and clinicians
Ability to promote favourable company image with
clinicians, patients, commissioners and general public.
