Assistant Practice Manager

Job summary

The Assistant Practice Manager plays a key-role in the practice, supporting the Strategic Practice Manager in running the practice on a day-to-day basis.

This is an exciting opportunity to join general practice & work with both the clinical and non-clinical teams to improve patient outcomes & efficiency within the practice.

Working in primary care is a rewarding place to be but it is not for everyone. This is a purposeful job - one that needs commitment, empathy and a degree of selflessness. You also need to have excellent time-management skills and be able to prioritise (often multiple) deadlines.

There is an emphasis on governance and CQC compliance, which is balanced with proactive work such as improving access and supporting the wider team.

Ideally, you will have experience of working in Primary Care either in a senior admin position or as an Assistant PM.

You need to have an enthusiasm for compliance and business improvement; have a basic understanding of the complexities of the NHS; & appreciate the funding constraints that we work within. You must be proactive, well-organised, and have experience of using MS Office AND Team net.

We have a responsibility to our patients to deliver a high standard of health care. Everything we do within the practice has an impact on patient outcomes.

A keen eye for detail, sense of humour, integrity and resilience is necessary for the successful candidate

You will be based at Townfield Doctors surgery in Hayes but need to be able to travel to our branch-sites.

Main duties of the job

Support the Strategic Practice Manager (SPM) in carrying out day-to-day activities to allow the SPM to deliver the strategic goals of the practice. You will also provide an element of cover or source of advice in the event of their absence. You will work closely with the SPM to improve standards and efficiency across a wide range of clinical and administrative activity to improve patient outcomes and staff wellbeing.

You will support the management team in promoting equality, diversity, and inclusion; health and safety; quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development and carry out other duties as directed by the management team.

As a member of the practice management team you will attend Partner meetings and have access to confidential and sensitive information - you must therefore have discretion and integrity.

About us

We serve around 8400 patients.

Both the clinical and non-clinical teams are hard-working and deliver hundreds of appointments on a daily basis, answer an equal number of telephone calls, deal with vast numbers of repeat prescriptions, make referrals to secondary care, receive and code incoming letters, deal with pathology results and much, much more.

All staff have good working relationships and try to take time out each day to check-in on each other.

Working in primary care is a rewarding place to be but it is not for everyone. This is a purposeful job, one that needs commitment, empathy and a degree of selflessness.

Job description

Main Duties

The successful candidate will support all aspects of the day-to-day running of the practice, with an emphasis on more complex queries from patients and staff, complaints, building maintenance, management of incoming emails to the practice management team & IT systems.

The Assistant Practice Manager will lead on or assist the SPM with the below tasks to maintain the effective management of the practice. This list is not exhaustive and may be added to at any time and in agreement with the post-holder.

Primary Responsibilities

The following are the core responsibilities of the Assistant Practice Manager. There may a requirement to carry out other tasks over and above those detailed on the job description.

Duties and Responsibilities - Operational

Supporting the SPM in the day-to-day operation of the practice and branch-sites, ensuring staff achieve their primary responsibilities.

• To provide support to the SPM in project work, and in the running of key systems and procedures.
• Take the lead on projects as agreed with the SPM.
• To provide support to the SPM on the digital journey of the practice, maximising the use of current systems and new initiatives- such as system one, social media, eConsult, website, TeamNet, NHS App and online access.

The post holder will be aware of the governance and various statutory requirements and will assist in implementation as directed by the SPM. There is a need to work closely with non-clinical and clinical staff to ensure the smooth running of the practice, reporting any problems encountered to the relevant person.

• Support the SPM with the management of the practice risk register.
• Support the SPM with the business continuity plans.
• Manage and maintain premises checks on Teamnet.
• Action and update tasks on the clinical system

Complaints & Significant

To be the first point of contact for patients with respect to the complaints and to take appropriate action as set out in the Practice complaints policy, with the support of the SPM and Partners where appropriate. This includes reviewing complaints; working with colleagues to investigate; identify improvements; respond to patients in a timely and professional manner; actively participate in lessons learned; update policies/procedures where necessary.

Lead on all complaints and maintain the complaints register on TeamNet.

• Support the SPM with the management of SIRMs (significant events) and to take appropriate action with support of relevant members of staff and/or the SPM where appropriate. This includes reviewing the events; and working with colleagues to investigate; identify improvements; respond to patients; actively participate in lessons learned; update policies/procedures where necessary.
• Maintain the significant event register on TeamNet and SIRMS, providing advice to staff and briefing the team at meetings as required.
• To undertake ad-hoc work related to the performance of the practice under the guidance of the SPM.
• Attend and report at quarterly complaints and significant event review staff meetings.

Organisational

Lead on the management of the practice management email account, directing emails to the relevant teams.

Ordering stationery

Support the SPM with the management of the telephony system.

• Attend, minute and contribute to regular practice meetings.
• Assist with production and review of practice policies and procedures.
• Deal with more complex enquiries and requests from patients
• Approve the release of medical records under SARS or AMRA where required.
• Approve online access requests.

Update and complete all assigned Actions on TeamNet including premises checks, project actions and meeting actions.

Finance

Contribute to improving financial performance for the practice.

HR

In the absence of the Admin/Reception Team Leader, provide first Line Management for all admin staff.

• Participate in recruitment and selection of non-clinical staff.
• Support other Senior Administrators in managing locum cover and rotas in their absence.
• Support the induction for all new staff including medical students and Registrars
• Run Searches for QOF, Specfic Targets for PCN and other relevant searches.
• Assist with upkeep of the Staff Handbook
• Arrange staff training sessions as appropriate to m7

Governance

• Work within the boundaries of practice policies and procedures
• Be mindful that all activities within practice impact on our patient population.
• Work with colleagues to ensure compliance with CQC requirements.
• Adhere to all Information governance policies and safety legislation.

IT General

Give access and set-up new user accounts on IT systems as listed in New Starter process.

• Participate in data security audits.
• Run searches for QOF and other targets.
• Support the investigation of data quality issues raised by the practice team and maintain the relevant incident on Teamnet in significant event register.
• Support the SPM to ensure IG protocols are adhered to by all staff.
• Act as first point of contact for all IT issues that cannot be resolved by the individual member of staff and act as necessary.

Campaign Management

• Understand social and health demographics of patients to target campaigns effectively.
• Manage promotional material on reception noticeboards during campaigns.
• Website
• Support the SPM in maintenance of the practice website.
• Action incoming requests and complaints via website

TeamNet

• Make use of teamnet as a communication tool both internally and externally
• Ensure all Actions on Teamnet are updated and completed in a timely manner.
• Personal/Professional development
• The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
• Participation in an annual individual performance review,
• Take responsibility for own development, learning, and performance and demonstrating skills and activities to others.

Communication:

The post-holder should recognise the importance of effective communication within the team and will:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognize needs for alternative methods of communication and respond accordingly.
• Most instruction and communication of activity will be via the SPM or Partners. External communication will be with patients, other GP Practices, PCN, Fed, local Commissioning Groups, and other NHS bodies.

Confidentiality

While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organization. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, careers, 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.

Other tasks

Dealing with patients, and contacts within the NHS and other practices, both in person and on the telephone.

Person Specification

Personal Qualities & Attributes

Essential

• bility to organise, plan and prioritise on own initiative, including when under pressure;
• Ability to work as part of a team;
• Ability to support people in a way that inspires trust and confidence, motivating others to reach their potential;
• Ability to communicate effectively, both verbally and in writing, with people, their families, carers, partner agencies and stakeholders;
• Ability to identify risk and assess/manage risk when working with individuals and recognise the limits of their expertise which necessitate escalation/onward referral;
• Ability to maintain effective working relationships and to promote collaborative practice with colleagues;
• Demonstrates personal accountability, emotional resilience and works well under pressure;
• Flexible and cooperative;
• Excellent Interpersonal skills;
• Motivated, determined and proactive;
• Forward thinker with a solutions focused approach;
• High levels of integrity and loyalty;
• Sensitive and empathetic in distressing situations;
• Confident, assertive, polite and resilient;
• Ability to motivate teams, enhance moral, maintain a positive working environment, act as role model, lead by example

Desirable

• Confident and comfortable with the use of digital healthcare technology and local data and intelligence systems;

Knowledge

Desirable

• Knowledge of NHS Digital Strategy;
• Knowledge of general practice systems, such as, EMIS
• Knowledge of other GP software applications such as Team Net and Triage

Experience

Essential

• Experience of working with or in general practice;
• Experience of working within the boundaries of clinical and data governance ;
• Experience of facilities management and maintaining a safe working environment ;
• Experience in use of MS Office including Outlook, Word, Excel, PowerPoint;
• Excellent keyboard skills

Desirable

• Experience of working with healthcare professionals and or previous experience in the NHS or social care or relevant field (including unpaid work) ;
• Experience of supporting people, their families, and carers in a related role (including unpaid work);
• Experiencing in public speaking and group management;
• Experience of performance management, appraisal, staff development and disciplinary procedures
• Experience of managing websites and social media content

Qualifications

Essential

• Good standard of education with excellent literacy and numeracy skills;
• Demonstrable commitment to professional and personal development

Desirable

• Educated to degree level in healthcare or business

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.