Job summary
Whitstable Medical Practice has
an exciting opportunity for an experienced Surgery Manager to join the team.
The role will be based at Whitstable Health Centre.
The Surgery Manager provides a vital role within the surgery.
Responsibilities include day to day running of the reception and associated
functions ensuring they are carried out in accordance with agreed procedures,
protocols and time-scales; smooth and efficient running of the reception area
and be responsible for leading, managing and developing the team of Patient
Co-ordinators (Receptionists) to deliver the highest quality service and
support to patients, GPs and colleagues while meeting the goals and objectives
of the Practice; proactively liaising with Facilities and Estates officer to
ensure premises are kept clean and maintained as required.
The role can be challenging and
requires the expertise of good communication, organisation and management
skills. You will be an enthusiastic, motivated, and dynamic individual with a
positive can-do attitude who is able to organise and co-ordinate a wide range
of tasks often within tight timescales and work well under pressure. You will
act as a face of the Practice and ensure patients receive a warm
welcome.
Working week will be 33 hours a week, Monday - Friday between the hours of 7:45 - 18:45. (exact working pattern to be confirmed)
We do
reserve the right to close this advertisement early if we receive a high volume of suitable
applications.
Main duties of the job
Job Summary:
Responsible for the day to day running of the reception
and associated functions ensuring they are carried out in accordance with
agreed procedures, protocols and time-scales, reporting to the Operations
Manager as necessary.
Manage and support Patient Co-ordinators team,
managing routine HR issues.
Ensure that all existing systems are functioning
efficiently and effectively.
Provide feedback to the team about Practice
matters, lead and chair Patient Coordinator meetings, attend other meetings as
required.
To project a positive and friendly imagine to
patients, other visitors, either in person or via the telephone.
To facilitate effective communication between
patients, members of the primary healthcare team, secondary care and other
associated healthcare agencies.
Act as a role model to the Patient Co-ordinators
team, supporting, motivating and promoting staff relations.
To undertake a variety of administrative duties
to assist in the smooth running of the Practice.
About us
Whitstable Medical Practice is a forward thinking single Practice PCN GP Practice based across 3 sites in the attractive harbour town of Whitstable. There are 26 equity partners and 6 Salaried GPs looking after 43,500 patients. We pride ourselves on our innovative approach to Primary Care. We are a training practice and run various in house contracts including Cataract surgery, Ultrasound, Dermatology, Physical Therapies and Audiology together with further community contracts, a Day Surgery Suite and an Urgent Treatment Centre with digital x-ray.
Job description
Job responsibilities
Job responsibilities:
Ensure adequate staffing levels: approve annual
and other leave, and organise rotas ensuring all functions are covered as
required liaising with the Deputy Surgery Manager.
Monitor staff attendance, sickness absence,
undertake return to work interviews, liaise with Deputy Surgery Manager and HR
team as required, and proactively participate in performance review process
when required.
Ensure all new Patient Co-ordinators receive
induction and on-going training to agreed standards.
Undertake one, three and six month reviews.
Lead the annual appraisal process for Patient
Coordinators ensure these are undertaken annually.
Oversee e-learning for the Patient Co-ordinators
team.
Deal with more complex enquiries from patients
including informal complaints relating to reception functions.
Work to proactively diffuse patient complaints
and avoid unnecessary formal complaint escalation.
Managing day to day issues that may arise within
the team or with individuals.
Have a full understanding of the telephone
systems, daytime and out of hours.
Have a full understanding of the appointment system;
supervise correct use of the appointment book.
Extend the appointment book for GP surgeries
including adding all relevant events: GP meetings, tutorials, late cover,
annual leave, etc.
Oversee and delegate daily tasks.
Oversee the alterations or cancellations of
surgeries and make alternative arrangements in emergency situations.
Ensure GP Emis workload is regularly monitored.
Be the first point of contact for GPs regarding
any day to day issues.
Ensure GPs are marked in and out off office as
required, ensure GP trays are marked away when GP is on leave.
Ensure new GP joining the Practice are made
aware of administrative procedures and given appropriate forms and guidance.
Ensure locum GPs are looked after: given locum
pack, computer instructions, introduced to other Doctors, advised about
facilities, etc.
Provide hands on support to all reception staff
and carry out any of the duties of WMP Patient Coordinator as detailed in their
job description.
Lead recruitment process, participate in the
selection and interview process.
Ensure notice boards in the waiting areas are
kept up to date and that regular rotation of appropriate displays takes place
during the year.
Proactively liaise with Facilities and Estates
officer, Caretaker (NHS Property Services for WHC) and Cleaning Team for any
maintenance works required.
Be the first point of contact for other
departments and outside agencies.
Be familiar with Whitstable Medical Practice
protocols and take part in their regular updating.
Participate in audits where appropriate or
required.
Equality and Diversity:
The post holder will support
equality, diversity and rights of patients, carers and colleagues as described in
the Practice Equality and Diversity policy
Confidentiality:
In the course of 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 all staff will respect their
privacy and act appropriately.
In the performance of the duties
outlines 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. All such information from any source is to be
regarded as strictly confidential.
Health and Safety:
The post holder will assist in
promoting and maintaining their own and others health, safety and security as
defined in the practice Health and Safety policy, to include:
Assist in maintaining and adhering to Health and
Safety Policies and Procedures
Be fully proficient in Health and Safety
procedures and support staff in completing incident forms
Making effective use of training to update
knowledge and skills
Identifying the risks involved in work
activities and undertaking such activities in a way that manages those risks
Using appropriate infection control procedures,
maintaining the work areas in a tidy and safe way and free from hazards
To evacuate staff and patients in the event of a
fire.
Personal professional Development:
The post holder with keep abreast
of knowledge and legislation changes pertaining to the role. 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 performance appraisal
Taking responsibility for own development,
learning and performance and demonstrating skills and activities to others who
are undertaking similar work
Safeguarding:
Whitstable Medical Practice is committed to safeguarding and promoting
the welfare of children, young people and vulnerable adults; and expects all
staff and post holders to share this commitment by understanding their role in
effective safeguarding.
The above list is not exhaustive
and may be subject to change as deemed necessary.
Person Specification
Qualifications
Essential
- Good general education including minimum Grade C GCSE or equivalent in English Language and Maths or equivalent qualification.
Experience
Essential
- Experience of managing a team.
- Experience of working in a busy environment and working to tight deadlines.
- Advance knowledge of Microsoft Office applications, including Word, Excel and PowerPoint.
- Experience of working within a Team.
Desirable
- Experience of working in a GP Practice or other NHS or health care setting.
- Working knowledge of Docman.
- Previous experience in organising staff rotas.
Skills and Abilities
Essential
- Excellent communication, organisation, and problem solving skills, with the ability to work to tight deadlines.
- Ability to communicate effectively with people at all levels by telephone, email and face to face.
- Ability to multitask and prioritise tasks as required, flexibility to undertake urgent task as required.
- Ability to promote good practices and motivate others.
- Proven IT skills including the use of Microsoft office and other software packages.
- Able to maintain confidentiality.
- Ability to use own initiative, discretion and sensitivity.
- Excellent customer service skills.
Desirable
- Ability to allocate and re-allocate work as required.
- Ability to work well under pressure, keep calm and be able to de-escalate situations.
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.
Employer details
Employer name
Whitstable Medical Practice
Address
Whitstable Health Centre
Harbour Street
Whitstable
Kent
CT5 1BZ