Job description

Job responsibilities

The role

As Practice Manager, you will have overall responsibility for the effective operational management of the practice. Your responsibilities will include:

• Providing strong leadership and management to the practice team.
• Overseeing the day-to-day running of the surgery and ensuring efficient systems and processes are in place.
• Working closely with the GP partners and clinical leads to support the practice's strategic development.
• Managing and supporting staff, including recruitment, induction, appraisals, training and performance management.
• Maintaining effective HR, employment and workforce processes.
• Overseeing practice finances, budgets, income and expenditure.
• Ensuring compliance with contractual, regulatory and governance requirements.
• Leading on areas such as CQC compliance, clinical governance, health & safety, information governance and risk management.
• Monitoring practice performance against NHS contractual requirements and local targets.
• Supporting the delivery of quality improvement initiatives and service development.
• Working with the wider Primary Care Network and local healthcare partners where appropriate.
• Ensuring effective communication with patients, staff and external organisations.
• Reviewing and improving practice policies, procedures and working practices.
• Supporting the practice to embrace new technology and develop innovative ways of working.
• Managing complaints and significant operational issues appropriately and professionally.

Person Specification

Qualifications

Essential

• Knowledge of employment law, HR processes and staff management
• An understanding of CQC requirements, governance and regulatory compliance
• The ability to analyse information, identify areas for improvement and implement change
• Confidence in making decisions and dealing with challenging situations
• A collaborative approach and the ability to build positive working relationships with clinicians, staff and external stakeholders
• A commitment to delivering excellent patient care and supporting a positive culture within the practice

Desirable

• AMSPAR Level 5

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

Whittaker Lane Medical Centre

Address

2 Beaufort Street

Prestwich

Manchester

M25 1EX

United Kingdom

Employer's website

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

Job description

Job responsibilities

Job summary

The purpose of the role is to

Offer 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

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of secretarial and clerical support to clinical staff and other members of the practice team

Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies

Duties and responsibilities

The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the senior receptionist/practice manager, dependent on current and evolving practice workload and staffing levels:

• Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols
• Maintaining and monitoring the practice appointments system
• Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
• Processing and distributing incoming (and outgoing) mail
• Taking messages and passing on information
• Filing and retrieving paperwork
• Processing repeat prescriptions in accordance with practice guidelines
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
• Clearing and re-stock consulting rooms as required
• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
• Ordering, re-ordering and monitoring of stationery and other supplies
• Dealing with clinical waste
• Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

Reviewing medical records and producing an accurate summary of the patients medical history.

Read Coding the information into the practice clinical system

Auditing data collection standards in the practice

Monitoring progress of notes summarising against practice targets

Monitoring patient call and recall systems

Filing and retrieving paperwork

Extraction of necessary data from clinical correspondence and input into electronic patient Record.

File copies of hospital referrals.

File hospital letters.

Scanning of letters and relevant correspondence into patients notes.

Summarisation of patients notes when requested.

To ensure the efficient running of the practice computer system, carrying out searches, audits and recalls as required by the doctors, nurses and manager.

Troubleshoot clinical database

Load updates

Report faults to software supplier and track progress

Pro-actively initiate data quality improvement projects

Ensure security of data at all times

Competencies

Sound knowledge of Windows and MS Office

Awareness of data security requirements

IT literate (CLAIT or equivalent qualification)

Good verbal and written communication skills

Problem solving skills

Flexible approach, team player, good sense of humour

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 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 organisation. All such information from any source is to be regarded as strictly confidential
• 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 assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include:

Using personal security systems within the workplace according to practice guidelines

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks

Making effective use of training to update knowledge and skills

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

Actively reporting of health and safety hazards and infection hazards immediately when recognised

Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role

Undertaking periodic infection control training (minimum annually)

Reporting potential risks identified

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

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, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality

The post-holder will strive to maintain quality within the practice, and will

Alert other team members to issues of quality and risk

• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication

The post-holder should recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize peoples needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services

The post-holder will

Apply practice policies, standards and guidance

• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

Person Specification

Experience

Essential

• Experience working in administrative environment

Desirable

• Experience of working in a GP practice is desirable but not essential as full training will be provided.

Qualifications

Essential

• GCSE grade A to C in English and Maths

IT knowledge is a must

Essential

• Good interpersonal and communication skills

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

Whittaker Lane Medical Centre

Address

2 Beaufort Street

Prestwich

Manchester

M25 1EX

United Kingdom

Employer's website

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

Job description

Job responsibilities

As the first point of contact for patients when they attend or telephone the surgery, you will be responsible for ensuring that patients are cared for, managed, directed and dealt with appropriately and within the Practice procedures and guidelines. You will also be responsible for the front reception and waiting area, ensuring a friendly welcome on arrival for patients. You will support the Practices clinical team as required and ensure that day-to-day activities are performed in a timely and efficient manner; whilst maintaining patient confidentiality and within Practice protocols.

The purpose of the role is to:

• Offer 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
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
• Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of secretarial and clerical support to clinical staff and other members of the practice team
• Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies

Duties and responsibilities:

The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the senior receptionist/practice manager, dependent on current and evolving practice workload and staffing levels:

• Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
• Maintaining and monitoring the practice appointments system
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers whilst adhering to confidentiality and protocols
• Processing repeat prescriptions in accordance with practice guidelines
• Processing and distributing incoming (and outgoing) mail
• Taking messages and passing on information
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
• Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols
• Ordering, re-ordering and monitoring of stationery and other supplies
• Clearing and re-stock consulting rooms as required
• Dealing with clinical waste
• Provision of refreshments for staff and visitors as required; keeping the kitchen area clean and tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
• Summarising of patients notes when requested
• Reviewing medical records and producing an accurate summary of the patients medical history.
• Read Coding information into the practice clinical system
• Monitoring progress of notes summarising against practice targets
• Monitoring patient call and recall systems
• Extraction of necessary data from clinical correspondence and input into electronic patient Record
• Scanning and filing of letters and relevant correspondence into patients notes
• Filing and retrieving paperwork as appropriate
• To ensure the efficient running of the practice computer system, carrying out searches, audits and recalls as required by the doctors, nurses and manager.
• Pro-actively initiate data quality improvement projects
• Report faults to software supplier and track progress
• Troubleshoot clinical database
• Load updates
• Ensure security of data at all times

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 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 organisation. All such information from any source is to be regarded as strictly confidential
• 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 assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include:

• Using personal security systems within the workplace according to practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Actively reporting of health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
• Undertaking periodic infection control training (minimum annually)
• Reporting potential risks identified

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

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, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality:

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize peoples needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services:

The post-holder will:

• Apply practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

Person Specification

Qualifications

Essential

• Essential
• Sound knowledge of Windows and MS Office
• IT literate (CLAIT or equivalent qualification)
• Good verbal and written communication skills
• Problem solving skills
• Flexible approach, team player, good sense of humour

Desirable

• Desirable
• Awareness of data security requirements
• Knowledge in medical terminology and/or relevant qualifications

Experience

Essential

• Previous experience in front facing/ first contact role.
• Experience of working in office/administrative environment.

Desirable

• Previous experience of working within a GP Practice or healthcare setting.
• Experience using clinical software EMIS/DOCMAN 10/PATCHS.
• Experience summarising patient records.

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

Whittaker Lane Medical Centre

Address

2 Beaufort Street

Prestwich

Manchester

M25 1EX

United Kingdom

Employer's website

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