Job description

Job responsibilities

• Support the Practice Manager with the effective day-to-day running of the practice.
• Ensure reception and administrative services operate efficiently and provide a consistently high standard of service.
• Take responsibility for delegated areas of practice operations.
• Identify operational problems and work proactively to resolve them.
• Monitor administrative workloads and ensure work is allocated appropriately.
• Support the development and implementation of effective systems and processes.
• Assist with reviewing and implementing practice policies and procedures.
• Help manage service pressures and unexpected operational issues.
• Support business continuity arrangements.
• Deputise for the Practice Manager during periods of absence and as otherwise required.

Staff Management and Development

• Provide day-to-day leadership, supervision and support to reception and administrative staff.
• Promote effective teamwork and positive working relationships across the practice.
• Assist with recruitment, selection and induction of new staff.
• Support staff training, development and appraisals.
• Identify training and development needs and assist staff in developing their knowledge and skills.
• Coordinate staff rotas to ensure appropriate staffing levels and service cover.
• Assist with annual leave and other leave arrangements.
• Support the management of sickness absence in accordance with practice procedures.
• Support the Practice Manager with performance, capability and conduct matters where appropriate.
• Encourage a positive, professional, respectful and inclusive working environment.

Patient Services

• Support the delivery of accessible, responsive and high-quality patient services.
• Provide support to staff when dealing with complex or challenging patient enquiries.
• Assist with the investigation and management of patient complaints and concerns.
• Ensure complaints and feedback are appropriately recorded and escalated where required.
• Promote courteous and professional communication with patients.
• Help identify opportunities to improve patient experience and access to services.
• Support effective communication between patients, clinicians and administrative teams.

Governance, Quality and Compliance

• Support the Practice Manager with maintaining effective governance arrangements.
• Assist with CQC preparedness, including maintaining relevant documentation and evidence.
• Support implementation and review of practice policies, protocols and procedures.
• Assist with significant event processes, audits and quality improvement activity.
• Support compliance with confidentiality, information governance and data protection requirements.
• Assist with risk assessments and appropriate practice registers and records.
• Support implementation of changes arising from contractual, regulatory or organisational requirements.
• Promote a culture of safety, learning and continuous improvement.

DQOF, Enhanced Services and Contractual Performance

• Support the Practice Manager and clinical team with the delivery and monitoring of DQOF and other contractual requirements.
• Assist with the administration and monitoring of enhanced and locally commissioned services.
• Monitor relevant practice performance information and help identify areas requiring improvement.
• Work with clinical and administrative staff to support achievement against agreed targets.
• Assist with implementing new services, initiatives and contractual requirements.
• Support accurate and timely completion of relevant administrative processes and submissions.

IT and Information Governance

• Support effective use of the practice's clinical and administrative IT systems.
• Ensure staff understand and follow information governance, confidentiality and data protection requirements.
• Assist with staff access to practice IT systems and ensure appropriate processes are followed.
• Support implementation of new digital services and IT processes.
• Promote accurate, secure and appropriate handling of patient information.
• Support staff to make effective use of practice systems.

Finance and Resources

• Support the Practice Manager with appropriate financial and administrative processes.
• Assist with monitoring expenditure and ensuring effective use of practice resources.
• Support ordering, supplies and stock-control processes where required.
• Liaise with suppliers and other external organisations as appropriate.
• Assist with maintaining contracts, invoices, records and other practice documentation as required.

Premises, Health and Safety

• Support the Practice Manager in maintaining a safe and appropriate environment for patients, staff and visitors.
• Assist with health and safety processes, checks and risk assessments.
• Identify and escalate premises, maintenance or safety issues to the appropriate organisation or responsible party.
• Support fire safety and other relevant practice procedures.
• Assist with business continuity planning and responses to operational incidents.
• Ensure staff are aware of relevant health and safety procedures.

Communication and Partnership Working

• Maintain effective working relationships with the Practice Manager, GP Partners, clinical and non-clinical teams.
• Communicate changes to procedures and operational arrangements clearly to staff.
• Liaise professionally with patients, healthcare professionals and external organisations.
• Work collaboratively with PCN colleagues and other local health and care organisations.
• Attend practice, management and other relevant meetings when required.
• Represent the practice professionally when dealing with external stakeholders.

Confidentiality and Information Governance

The postholder will have access to confidential information relating to patients, staff and the business of the practice.

All information must be treated in the strictest confidence and handled appropriately in accordance with applicable legislation, professional requirements and practice policies.

The postholder will be responsible for maintaining confidentiality at all times and ensuring information is accessed, used and shared appropriately.

Equality, Diversity and Inclusion

The postholder will support an inclusive working environment and ensure that patients, colleagues and visitors are treated fairly, professionally and with dignity and respect.

General Responsibilities

The responsibilities outlined in this job description are not intended to be exhaustive.

The postholder will be expected to undertake other duties appropriate to the level and responsibility of the role and to respond flexibly to the changing needs of the practice.

The job description may be reviewed periodically in consultation with the postholder.

Person Specification

Qualifications

Essential

• Good standard of general education
• Evidence of relevant professional development
• Knowledge and Skills
• Excellent written and verbal communication
• Strong organisational and time-management skills
• Ability to prioritise competing demands
• Strong interpersonal and leadership skills
• Confident problem-solving and decision-making skills
• Ability to work independently and use initiative
• Good IT skills
• Understanding of confidentiality, information governance and data protection
• Professional, approachable and resilient
• Ability to remain calm under pressure
• Commitment to high-quality patient care and service delivery
• Ability to work effectively within a multidisciplinary team

Desirable

• Management or leadership qualification
• Relevant healthcare or business administration qualification
• Knowledge of EMIS
• Knowledge of CQC requirements
• Knowledge of DQOF and primary care contractual requirements

Experience

Essential

• Experience of working within general practice, primary care or a comparable healthcare environment
• Experience of supervising, supporting or managing staff
• Experience of working effectively in a busy environment with competing priorities
• Experience of dealing with sensitive or challenging situations
• Previous Deputy Practice Manager, Assistant Practice Manager or similar experience

Desirable

• Experience of staff recruitment and HR processes
• Experience of complaints management
• Experience of CQC preparation or compliance
• Experience of DQOF and Enhanced services
• Experience of working within a PCN
• Experience of quality improvement or service development

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

St James’s Medical Practice2

Address

Malthouse Drive

Dudley

West Midlands

DY1 2BY

United Kingdom

Employer's website

https://www.stjamesmedicalpractice2.co.uk/ (Opens in a new tab)