Job responsibilities
Job Summary
The role is primarily line managing the Team Leaders in each department as well as carrying out day to day activities including ensuring the timely delivery of departmental reports and improving operational efficiencies.
The post holder will work closely with (and under the direction of) the Business Manager to ensure high standards are maintained and departmental objectives are achieved.
The successful candidate must be able to work on their own initiative and have some supervisory experience, along with strong HR and IT skills. You must be organised and confident, have a friendly and approachable manner and can work under pressure.
Previous primary care experience is not essential as training will be provided.
The post holder will:
- Be an experienced supervisor/manager/leader of staff
- Have excellent service, leadership, communication and project management skills.
- Be suitably proficient with IT systems and software applications, preferably in a clinical setting (although training will be provided for the suitable candidate).
- Exhibit safe, professional decision-making and high level of care for patients within the Practice.
- Work collaboratively with the wider Practice team to meet the needs of our diverse range of patients.
- Support the delivery of required policy and procedures.
In order to work at this level full enhanced DBS clearance must be met.
Key Responsibilities
The following are the core responsibilities of the Senior Team Manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
To provide day-to-day support, leadership, first line management and guidance, ensuring an efficient and professional manner is maintained and to provide cover to the reception team when needed.
Ensure all reception and administration duties are completed to the highest standard.
Absence Management and the direct management of staff in line with our Policies.
To provide communications between patients, doctors and other staff.
Support the Team Leaders in the recruitment and induction of all new reception and administration staff.
Support the Business Manager and Governance Manager in the running of elements and/or services within the practice e.g. compliance with CQC, Health and Safety audits etc.
Work with the Team Leaders and other members of the practice to identify areas for improvement and assist in change management where appropriate.
Ensure the promotion, monitoring and documentation of performance and quality outcomes targets within the practice, and using IT systems and software.
To undertake specific assigned tasks, project support, or development work which may arise during changes to the NHS.
To introduce new policies and procedures in line with current regulations
Manage and deal with day-to-day needs, difficulties and requirements of the partners and other clinical staff.
To be a point of contact for staff and patient queries and concerns.
- Dealing with patient complaints with support from the Governance Manager relating to front desk/reception services.
- Responding to and resolving all local IT issues where appropriate liaising with NHIS the CCG IT support/or others to resolve hardware and software issues.
- Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice.
- Providing support and ensure training for current and new staff is carried out.
- Training of staff on practice IT systems as necessary.
To promote Equality and Diversity and Health and Safety in themselves.
TRAINING AND DEVELOPMENT
- Stay up to date through attendance at any courses and/or study days necessary to ensure that professional development requirements are met, demonstrating skills and activities to others who are undertaking similar work.
- Subject to a performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Work closely with other clinical staff and administrative managers in the setting up and/or improving of practice systems for monitoring/measuring performance against Clinical Governance and Quality Indicator targets
GOVERNANCE
- Take part in the maintenance of quality governance systems and processes across the Practice and its activities.
- Utilise the audit cycle as a means of evaluating the quality of the work of self and the team, implementing improvements where required.
- Work with other teams on improving the quality of service and patient care, in response to local and national policies and initiatives as appropriate
- Support and participate in shared learning across the practice and wider organisation
CONFIDENTIALITY
- Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.
- Maintain an awareness of the Freedom of Information Act.
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
HEALTH & SAFETY
- The post-holder will manage their own and others health & safety and infection control as defined in the Practices Health & Safety Policy, the Practice Health & Safety Manual, and the Practices Infection Control Policy and published procedures.
- Comply with Practice health and safety policies by following agreed safe working procedures
- Actively reporting of health and safety hazards and infection hazards immediately when recognised
- Keeping work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination.
- Undertaking periodic infection control training (minimum annually)
- Awareness and compliance with national standards of infection control, hygiene, regulatory / contractual / professional requirements, and good practice guidelines.
- Correct personal use of Personal Protective Equipment (PPE) and ensuring correct use of PPE by others, advising on appropriate circumstances for use by clinicians, staff and patients.
- Reporting incidents using the organisations Incident Reporting System
- Using personal security systems within the workplace according to Practice guidelines
- Making effective use of training to update knowledge and skills
EQUALITY AND DIVERSITY
The post-holder will support, promote and maintain the Practices Equality & Diversity Policy.
No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.
The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families.
OTHER DELEGATED DUTIES
This job description is not intended to be exhaustive - it may be changed after consultation with the post holder. The employee shares with the employer the responsibility for review and modification of duties.