Job responsibilities
Job Summary:
To lead and manage the patient adviser team to ensure that a high quality front line service is provided to all Mission Practice patients. To ensure that reception services respond to the need for change and to bring in new ways of working as required ensuring delivery of a high quality administration service provided on a daily basis to patients, doctors and staff.
As part of the patient adviser team, receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
To be responsive to practice policies, priorities and the changing needs of the service and adapt the workload as required.
The post-holder will be first point of contact for patient complaints complying with the correct procedure, preparing an annual summary for team discussion.
Acting as the line manager to staff on lower grades and responsible to the Deputy Practice Manager.
Working with the Practice Manager and Deputy Practice Manager to develop an in depth knowledge of the new GMS contract and assist with the implementation strategy for the Quality & Outcomes Framework and Tower Hamlets local commissioning care packages.
Assist with the recruitment and selection of staff.
Deputise for the Deputy Practice Manager during her absence and attend meetings with or in place of the manager as necessary.
Job Responsibilities:
Management:
To demonstrate and promote the standards expected by the surgery and create the energy and enthusiasm for the service.
To ensure all practice policies are understood and adhered to.
To line manage the patient adviser team to provide a high quality front-line service for the surgerys patients and staff and to provide good value in the way the service is delivered by resolving a high proportion of patient enquiries when they contact us in person, via the telephone, web services, email, SMS, or paper mail.
To set and monitor performance targets for the team and provide key performance information for the Practice Manager and Deputy Practice Manager.
To undertake yearly staff appraisals, ensuring all staff understands their roles within the procedure.
To prepare working rota and weekly task rota and prioritise workload where necessary.
To log all sickness leave and undertake return to work interviews.
To ensure that the optimum efficient use is made of IT and telephony systems in the delivery of the patient service, including On-Line triage systems and emails, training the team in the use of new systems.
To ensure communication systems are running smoothly, clinicians, patient advisor and administrative staff are kept fully informed of changes in procedures.
To establish and maintain good working relationships with all departments to ensure the proper co-ordination of services to patients between the front-line, service departments and the back office departments.
To oversee and maintain good working relationships with repairs and building maintenance contractors in order to ensure that the patients needs are met seamlessly.
To oversee to the systems for control of and management of keys and fobs to ensure that the system works efficiently.
To establish and maintain processes for a clean and tidy patient waiting area, with adequate daily checks, including security checks.
To develop plans to ensure items displayed in reception are appropriate for the environment and are patient-focused.
To liaise with Mission Practice PPG and attend meetings. This may also involve obtaining feedback from patients through structured surveys and other mechanisms, analysis and implementation of results and/or shared with the appropriate service departments.
To comply with legal, regulatory and the surgerys requirements in relation to health and safety issues; have a comprehensive understanding of the practices emergency procedures and be able to deputise for the Deputy Practice Manager.
To maintain records in relation to any accidents/incidents or defects affecting the health, safety and welfare of patients, staff or members of the public and alert the senior management team where necessary.
To deal with potentially complex enquiries from patients and serve as first line practice complaints officer.
To participate in the overall management of Mission Practice through ad hoc project groups etc.
To attend practice meetings such as CQC and share relevant information amongst the patient adviser team.
Reception / Front-line Services
Manage the prescription requests in line with practice policy
Manage the processing of emails, online consultations, post, scanning, workflow etc in accordance with practice policy.
Manage the registration and pathology Links.
Liaise with Secondary Care, Social Services, ICB, GPCG, and other organisations and departments as necessary.
Provide reception cover if required.
Attend courses as deemed necessary for the efficient running of the practice.
Arrange staff meetings and ensure minutes are taken and shared with the practice team..
To oversee the process of maintaining inventories and arrange replacement of stocks as required. Responsible for overseeing the management of all internal stationery and supplies and recording of control stationery.
Ensure strict adherence to the practices computer security protocols for instance no social media while on duty..
Responsible for all petty cash disbursements and recording of Petty Cash expenditure. Checking of invoices received.
In collaboration with the practice secretary, deal with all aspects of requests made by solicitors for patients medical records, including the maintenance of the financial record and ensure that the GP has perused the medical record to check whether the patient could be harmed by disclosure or third party references when needed.
Ensure that, where patients have agreed to the disclosure of part or all of their medical record to a third party, informed consent has been obtained.
Ensure that all private income is properly received and recorded.
Analyse existing working practices and suggest/implement alterations designed to ensure efficient service delivery to patients.
Deputise for the Deputy Practice Manager co-ordinating routine personnel administration including the monitoring of annual leave, sick leave and ensuring that relevant legal responsibilities, systems and procedures are adhered to.
Ensure the filing system is maintained in accordance with Sustained Quality Compliance.
Leadership
Responsible for induction, training, supervision and delegation of duties for the PA and admin teams based at the surgery. Assist with the development of training protocols.
Compilation of staff duty rota and arrangements for appropriate substitution during staff absence.
Promote good staff relations and motivation and act as the first line manager in the investigation of grievances.
Identification of staff training needs. Participate in the delivery of in-house training and assist with the facilitation of external training.
Co-ordinate activities within the reception area. Analyse existing work practices and suggest/implement alterations designed to ensure efficient service delivery to patients.
Line manage the Patient Advisers (reception/admin staff) and any bank/relief staff based in the Surgery.
Authorise requests for annual leave, ensure adequate cover for leave and sickness.
Assist with personal development reviews for lower grade staff based in the surgery.
To be involved in the recruitment and selection process for vacancies which occur at the surgery.
To allocate workloads as appropriate to meet deadlines.
To work unsupervised and prioritising own workload.
To use own initiative to effectively organise own work and that of the reception/admin officers based at the surgery.
To facilitate effective communication mechanisms with all public and professional users of the surgery either face to face, over the telephone, in writing or by electronic mediums.
Research and Audit
Assist with the development of policies needed to provide the necessary evidence regarding the Organisational Domains of the Quality Outcome Framework
Communication
To support staff through conflict resolution, effective time management, workload prioritisation and individual staff development.
Monitor and evaluate staff performance through frequent contact with staff to ensure staff implement decisions and work within the practices policies, procedures and strategic planning.
Co-ordinate routine personnel administration including the monitoring of annual leave, sick leave, appraisal, etc, and ensuring that relevant legal responsibilities, systems and procedures are adhered to.
Co-ordinate induction of new staff.Co-ordinate induction of new staff.
Co-ordinate induction of new staff.
Building and Facilities Management:
- Oversee the day-to-day operational aspects of the building, including cleanliness, maintenance, security, and health and safety.
- Liaise with contractors, landlords and suppliers to arrange necessary repairs, servicing and building works.
- Ensure compliance with statutory and practice-specific health & safety requirements, including regular fire drills and risk assessments.
CQC Compliance Support:
- Actively support the management team in ensuring ongoing readiness for CQC) inspections.
- Maintain up-to-date records, logs and documentation required for CQC evidence and audits.
- Assist in the implementation and monitoring of policies, protocols and procedures in line with regulatory standards.
- Coordinate and record mandatory staff training where appropriate, and support compliance reporting.
- The above list of duties is not exhaustive and may be subject to change as deemed necessary