Gp Surgery Office Manager

Job summary The Ryan Medical Centre is in search of an EXPERIENCED highly organised and motivated individual to take on the role of GP PRACTICE Office Manager.
Ideally this would be someone who has worked in General Practice and has the experience of leadership or management.
This position involves overseeing the reception and prescription teams, ensuring the seamless operation of the office.
The successful candidate will also play a key role in staff training and identifying areas for additional development(Further details below)SummaryThe individual in this role is tasked with supervising the reception & Prescription team, ensuring that patient-facing and administrative tasks meet accepted practice standards.
They are responsible for ensuring that all staff members are adequately trained and proficient in their roles, and for identifying any areas that may require additional training.They will work collaboratively with the general practice team; lead GP partners, Practice Nurses, Practice Manager, and Deputy Practice Manager to meet the needs of the patients, ensuring that practice policies and procedures are followed and ensuring compliance with CQC Essential Standards of Care.Look after the health & safety and wellbeing of reception staff as well as any patients in the waiting room and reception areas.
Main duties of the job 1.
Administer the systems for annual leave, sickness absence, TOIL, and overtime, and maintain appropriate records ensuring accurate information is submitted in time for payroll.2.
Oversee the reception team in line with practice HR policies, protocols, and service standards.3.
Create Monthly Clinical rotas and proactively keep on top of, looking ahead for any last-minute changes.4.
To put on weekly EMIS templates for clinical staff in line with the monthly rota, foreseeing any anticipated changes, sickness, or leave5.
Is expected to liaise with GPs over their requirements for information or tasks to be undertaken and ensure that these tasks are directed to appropriate individuals.6.
Should actively monitor the GP/Nurse clinic-flow to ensure care navigation has been followed correctly and appointments have been booked in correctly and with the correct clinician, any errors should be flagged and corrected by the individual who booked and further training given to prevent future issues.7.
Interview new reception staff members when appropriate, support to be provided by the Office Manager and/or Practice Manager where appropriate.8.
Oversee senior receptionist to help co-ordinate the induction and training of reception staff.9.
Organise and host monthly meetings with reception team.
The post holder will prepare agendas and distribute minutes/action points from these meetings.10.
Ensure all deliveries to the practice are opened promptly and passed to the relevant department.
About us We are a GP Practice made up of a dedicated team of healthcare professionals and support staff.
Our clinical team includes five GP Partners, one Salaried GP, and one Retainer GP, alongside skilled Nurse Practitioners, Practice Nurses, and Healthcare Assistants.
Complementing this is our large and efficient administrative team, which encompasses Care Navigators, Prescription Clerks, Medical Secretaries, a Recall Team, Administrators, a Clinical Coding Team, and Medical Summarisers.
Our operations are overseen by an experienced management team consisting of the Practice Manager and Deputy Practice Manager.
We pride ourselves on being a close-knit team that values collaboration, professionalism, and finding moments to enjoy and share a little fun along the way Job description Job responsibilities Main Duties and ResponsibilitiesStaff Management1.
Administer the systems for annual leave, sickness absence, TOIL, and overtime, and maintain appropriate records ensuring accurate information is submitted in time for payroll.2.
Oversee the reception team in line with practice HR policies, protocols, and service standards.3.
To anticipate issues relating to staff coverage, holidays/sickness/rota complement and take steps to ensure a sensible and safe median.4.
Is expected to liaise with GPs over their requirements for information or tasks to be undertaken and ensure that these tasks are directed to appropriate individuals.5.
Should actively monitor the GP/Nurse clinic-flow to ensure care navigation has been followed correctly and appointments have been booked in correctly and with the correct clinician, any errors should be flagged and corrected by the individual who booked and further training given to prevent future issues.6.
Oversee senior receptionist to help authorise and arrange staff overtime to meet gaps in staff rotas and agreed increases in activity/workload.7.
Undertake 6 monthly one to one meetings with staff to review their development objectives, performance, and any other work-based issues.8.
Identify, organise, and deliver training identified from staff personal development objectives and in all new software developments.9.
Monitor reception staff sickness in accordance with the practice sickness policy and provide timely records to the Practice Manager.10.
Create Monthly Clinical rotas and proactively keep on top of, looking ahead for any last-minute changes.11.
To put on weekly EMIS templates for clinical staff in line with the monthly rota, foreseeing any anticipated changes, sickness, or leave12.
Interview and appoint new reception staff members when appropriate, support to be provided by the Office Manager and/or Practice Manager where appropriate.13.
Oversee senior receptionist to help co-ordinate the induction and training of reception staff.14.
Organise and host monthly meetings with reception team.
The post holder will prepare agendas and distribute minutes/action points from these meetings.15.
Ensure all deliveries to the practice are opened promptly and passed to the relevant department/person.16.
Ensure the reception office is kept clutter free from deliveries and ensure a tidy desk policy is followedReception Team17.
To organise the workflow of the staff and ensure that their tasks are completed timeously and thoroughly.18.
To provide support and guidance to the reception team, other practice staff and visitors on patient service issues.19.
Oversee that all reception workflows are kept up to date and processed correctly and in a timely manner.Patient Services20.
To disseminate information to the whole practice team in relation to patient services including appointment availability and any agreed system changes.21.
Ensure patient satisfaction is maintained at every opportunity and to provide opportunities for regular feedback including the implementation of patient surveys.
Ensure staff are trained to deliver excellent customer service and this is managed with regular training and monitoring.22.
To manage informal patient complaints received direct from the patient, ensuring the Practice Manager is briefed.23.
To cascade upwards, without delay, any unresolved informal complaints or compliant which require formal documentation and carry out any request for investigation in a timely manner.24.
Management of patient text messaging service, , reminders & DNAs.Health & SafetyThe 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:25.
Fulfil the role of Fire Marshall including responsibility for carrying out monthly planned fire alarm testing and ad-hoc unplanned fire drills.26.
Ensure that safe working practices are followed in respect of COSHH and other Risk Assessment control measures.
Follow Health & Safety policies and guidelines, reporting incidents using appropriate reporting systems.27.
Monitor work areas and practices to ensure they are safe and free from hazards and carry out periodic inspections to ensure buildings are safe and well maintained, providing a written report and liaise with Practice Manager to resolve problems.28.
Liaise with staff to ensure any required assessments are made ( Display Screen Equipment, Eyesight Tests for Computer use, Occupation Health assessments) and any required actions are carried out or reasonable adjustments are made ( for disabled staff).29.
Employees must comply with the provisions of The Health and Safety at Work Act 1974 and must take reasonable care for the health and safety of themselves and of other persons who may be affected by their acts of omissions whilst at work.
Employees are also required to cooperate with their employer to enable them to perform or comply with any statutory provisions.
The Practices efforts to promote a safe and healthy working environment can only succeed with the full cooperation of its employees.Confidentiality:30.
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.31.
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 careers, 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.32.
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.Equality and Diversity:The post-holder will support the equality, diversity and rights of patients, carers, and colleagues, to include:33.
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.1.
Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues.2.
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:3.
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.4.
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:5.
Alert other team members to issues of quality and risk.6.
Assess own performance and take accountability for own actions, either directly or under supervision.7.
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.8.
Work effectively with individuals in other agencies to meet patients needs.9.
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:10.
Communicate effectively with other team members.11.
Communicate effectively with patients and carers.12.
Recognize peoples needs for alternative methods of communication and respond accordingly.The above list of duties should not be regarded as definitive as they may be reviewed from time to time to take account of changing circumstances.
Also, tasks and duties may be extended or redistributed amongst the practice team as necessary, and cooperation should not be unreasonably withheld.This application will be closed when a suitable candidate is found.
Person Specification Experience Essential Working within General Practice - Particularly leading team in ideal.
- EMIS WEB - Leadership - Complaints - Customer Services