Job summary
Are you an established General Practice Team Leader or an experienced General Practice administrator seeking to progress in your career?
Do you have the desire to support a team of highly skilled administrators to deliver kind and compassionate care?
Do you want to work within an organisation that values its people and puts patients at the centre of everything they do?
If the answer is yes, this is the role for you and we would welcome your application.
We are seeking a highly skilled, motivated and values driven team leader to compliment our experienced management team. As a Team Leader you will be one of six members of the management team and will play a crucial role in supporting our people and driving forward our mission which is to deliver outstanding patient-centred care within a kind and compassionate GP practice.
The successful candidate will have General Practice experience and have a good working knowledge of all non-clinical workstreams within general practice.
The successful candidate will share our values, lead by example and be committed to upholding them at every opportunity.
Main duties of the job
The role involves providing inspirational leadership so that people can be happy and motivated at work, can grow, and develop as people and professionals and complete their roles effectively and with confidence.
The role requires the post holder to have a clear sense of what is required, be skilled in coordinating their teams activity in a constructive and sustainable way and deliver outstanding patient centred care.
About us
Join a passionate and dedicated team at Ossett Surgery, a large, friendly practice at the heart of Ossett. We care for 22,000 patients and are committed to delivering top-tier patient care through innovation and collaboration with our patients, PCN, and external services. Our team consists of 6 GP Partners, Salaried GPs, ANPs, Nurses, Nursing Associates, HCAs, and a robust Managerial and Administrative staff. We pride ourselves on our successful merger four years ago, and our team continues to work tirelessly to provide the best care for our patients.
Job description
Job responsibilities
Key responsibilities
Staff Leadership and Management
- Promote the vision and values of the organisation.
- Direct the administration team by allocating work and delegating duties.
- Provide mentorship and support to the senior receptionist.
- Promote, develop, and maintain good working relationships within the practice.
- Understand the demands of own department(s) and the workforce needed.
- Promote confidence, happiness, and motivation within the team.
- Promote an open and positive learning culture that is free from blame and is constructive.
- Completing return-to-work meetings following staff absence.
- Succession plan for key roles within own department.
- Conducting interviews
- Coordinating training, overseeing and updating training tracker
- Taking meeting minutes
Supporting the Senior Leadership team to:
- Ensure all compliance and statutory obligations are met.
- Ensure personnel within own team are compliant with training requirements.
- Ensure references, ID, and all relevant certificates are stored in personnel files.
- Responsible for new starter inductions and setting up staff on platforms for training.
- Deliver appraisals and PDPs in a positive way.
- Promote effective systems that help resolve disputes and grievances.
Operational Performance:
- Be aware of the standards, key performance indicators and other metrics relating to departmental quality and performance.
- Be innovative, look at what is needed and implement change with support from colleagues.
- Support the planning and the delivery of the Flu / Covid vaccination clinics.
- Ensure teams are effectively utilised and add value to the practice and their patients.
- Amending rotas when required to ensure the smooth running of the practices operations.
- Ensure teams are effectively care navigating patients to the right clinician and or service.
- Contributing to the development of Business Continuity Plan and the execution of it when required.
- Awareness of the CQC standards and these relate to your teams activities.
Patient services
- Understand and follow the practice complaints policy.
- Supporting the admin team to manage complaints appropriately.
- Feedback to the admin team and escalate to the leadership team when risk is identified.
- Drafting warning letters and medication contracts
Covering the Senior Receptionists workload during absence including:
- Supervising and monitoring the rota
- Patchs consultations
- Referrals to community pharmacy
- Allocating admin tasks
- Monitoring appointments use
Finance
- Identify and highlight areas that could result in efficiency savings or where investment could have the biggest impact on quality and performance.
- Ensure all department expenditure is necessary and can be justified.
- Support initiatives that develop and implement processes that enable practice objectives to be met. This includes but isnt limited to maximising income.
Service Improvement:
- Seek ways to improve service and efficiency and share ideas.
- Ensure members of your team are aware of changes that occur in the business.
- Maintain good communication at all times with the other departments and colleagues.
- Support and be involved in service improvement across the practice.
Information Technology & Governance
- Ensure the team is aware of and is following information governance systems.
- Ensure the team is trained in Data Security & Protection and following policy.
- Ensure departmental processes are followed according to local policy.
Communication
- Complete regular 1:1s and annual appraisals in line with practice policy.
- Ensure the appropriate use of the channels of communication used within the practice.
- Build/maintain good working relationships with colleagues, patients, and our practice partners (external bodies).
- Updating info on the desk pack template and communicating changes
- Act as a conduit to feedback and represent the relevant teams at the practices operations meeting.
Other
- Each team leader is given a responsibility that is specific to their role. This team leader role is responsible for leading on and supporting the non-clinical apprentices within the organisation. We usually have up to two non-clinical apprentices within the practice.
- This job description is not an exhaustive list and may be changed when required due to changing service needs and national and local policy. Therefore, the job description will encompass any other duties deemed appropriate for the post holder as determined by the Business Manager. Any changes would be discussed with the post-holder.
Job description
Job responsibilities
Key responsibilities
Staff Leadership and Management
- Promote the vision and values of the organisation.
- Direct the administration team by allocating work and delegating duties.
- Provide mentorship and support to the senior receptionist.
- Promote, develop, and maintain good working relationships within the practice.
- Understand the demands of own department(s) and the workforce needed.
- Promote confidence, happiness, and motivation within the team.
- Promote an open and positive learning culture that is free from blame and is constructive.
- Completing return-to-work meetings following staff absence.
- Succession plan for key roles within own department.
- Conducting interviews
- Coordinating training, overseeing and updating training tracker
- Taking meeting minutes
Supporting the Senior Leadership team to:
- Ensure all compliance and statutory obligations are met.
- Ensure personnel within own team are compliant with training requirements.
- Ensure references, ID, and all relevant certificates are stored in personnel files.
- Responsible for new starter inductions and setting up staff on platforms for training.
- Deliver appraisals and PDPs in a positive way.
- Promote effective systems that help resolve disputes and grievances.
Operational Performance:
- Be aware of the standards, key performance indicators and other metrics relating to departmental quality and performance.
- Be innovative, look at what is needed and implement change with support from colleagues.
- Support the planning and the delivery of the Flu / Covid vaccination clinics.
- Ensure teams are effectively utilised and add value to the practice and their patients.
- Amending rotas when required to ensure the smooth running of the practices operations.
- Ensure teams are effectively care navigating patients to the right clinician and or service.
- Contributing to the development of Business Continuity Plan and the execution of it when required.
- Awareness of the CQC standards and these relate to your teams activities.
Patient services
- Understand and follow the practice complaints policy.
- Supporting the admin team to manage complaints appropriately.
- Feedback to the admin team and escalate to the leadership team when risk is identified.
- Drafting warning letters and medication contracts
Covering the Senior Receptionists workload during absence including:
- Supervising and monitoring the rota
- Patchs consultations
- Referrals to community pharmacy
- Allocating admin tasks
- Monitoring appointments use
Finance
- Identify and highlight areas that could result in efficiency savings or where investment could have the biggest impact on quality and performance.
- Ensure all department expenditure is necessary and can be justified.
- Support initiatives that develop and implement processes that enable practice objectives to be met. This includes but isnt limited to maximising income.
Service Improvement:
- Seek ways to improve service and efficiency and share ideas.
- Ensure members of your team are aware of changes that occur in the business.
- Maintain good communication at all times with the other departments and colleagues.
- Support and be involved in service improvement across the practice.
Information Technology & Governance
- Ensure the team is aware of and is following information governance systems.
- Ensure the team is trained in Data Security & Protection and following policy.
- Ensure departmental processes are followed according to local policy.
Communication
- Complete regular 1:1s and annual appraisals in line with practice policy.
- Ensure the appropriate use of the channels of communication used within the practice.
- Build/maintain good working relationships with colleagues, patients, and our practice partners (external bodies).
- Updating info on the desk pack template and communicating changes
- Act as a conduit to feedback and represent the relevant teams at the practices operations meeting.
Other
- Each team leader is given a responsibility that is specific to their role. This team leader role is responsible for leading on and supporting the non-clinical apprentices within the organisation. We usually have up to two non-clinical apprentices within the practice.
- This job description is not an exhaustive list and may be changed when required due to changing service needs and national and local policy. Therefore, the job description will encompass any other duties deemed appropriate for the post holder as determined by the Business Manager. Any changes would be discussed with the post-holder.
Person Specification
Personal qualities
Essential
- Personal values align with the practices values
- Personable and approachable
- Self-motivated and can work with minimal direction
- Flexible and adaptable
- Confident
- Influential
- Diplomatic
Knowledge and Skills
Essential
- A good standard of literacy and numeracy
- Effective written and verbal communications skills
- Strong organisation and co-ordination skills
- Competent using Microsoft 365
Desirable
- Knowledge and skills in SystmOne utilisation.
- Knowledge and skills in Patchs utilisation
- Knowledge of Wakefield healthcare system. E.g. GPCW and WPPC.
- Knowledge of team building and motivation
Experience
Essential
- Minimum of 2 years-experience in General Practice
- Experience of patient facing and back office workstreams within General Practice
- Involved in the implementation of process change
Desirable
- Team leadership experience
- Complaints resolution / handling
- Conflict resolution
- Coaching and mentoring
Qualifications
Essential
- GSCE or equivalent maths and English or willingness to undertake a functional Maths and English assessment
Desirable
- First line management qualification
- Coaching & mentoring qualification
Person Specification
Personal qualities
Essential
- Personal values align with the practices values
- Personable and approachable
- Self-motivated and can work with minimal direction
- Flexible and adaptable
- Confident
- Influential
- Diplomatic
Knowledge and Skills
Essential
- A good standard of literacy and numeracy
- Effective written and verbal communications skills
- Strong organisation and co-ordination skills
- Competent using Microsoft 365
Desirable
- Knowledge and skills in SystmOne utilisation.
- Knowledge and skills in Patchs utilisation
- Knowledge of Wakefield healthcare system. E.g. GPCW and WPPC.
- Knowledge of team building and motivation
Experience
Essential
- Minimum of 2 years-experience in General Practice
- Experience of patient facing and back office workstreams within General Practice
- Involved in the implementation of process change
Desirable
- Team leadership experience
- Complaints resolution / handling
- Conflict resolution
- Coaching and mentoring
Qualifications
Essential
- GSCE or equivalent maths and English or willingness to undertake a functional Maths and English assessment
Desirable
- First line management qualification
- Coaching & mentoring qualification
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.