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Assistant Site Manager

4 months ago

Liverpool, United Kingdom Brownlow Group Practice Full time

Job summary

The Assistant Managerhas delegated responsibility for the smooth running of reception and thewaiting room. The postholder should liaise with the Site Manager to ensureprovision of an efficient reception and admin service. S/he is responsible forsupervising other staff in the efficient administration of all relatedprocesses. The Assistant Manager will berequired to have a hands-on approach and will be required to carry out work onan individual basis or as part of the PCA team. The post-holder will berequired to provide support to team members and will cover for holidays andsickness absence if necessary.

The Assistant Managerwill have a major impact in promoting a positive image of the practice topatients and other visitors and will need to pay particular attention to theneeds of our diverse and multi-cultural population. The Assistant Manager will ensure that thepatient journey while in practice is facilitated effectively by the PCA team inensuring the delivery of excellent customer care

Ability to workflexibly to ensure reception team is fully functioning throughout the day(including covering early and late shifts as and when required at short notice).

Duties andresponsibilities

Following practice policies, protocols andguidelines, duties will include:

Managementresponsibilities

Providesupport to the Site Manager as and when required

Deputiseand manage the site in the site managers absence

Ensure that work is carriedout on time, accurately and in accordance with practice policy, ensuring thatfront line reception duties are always covered, and daily administrative tasksare completed each day

Dealwith any patient concerns or complaints as they arise trying to resolve at thetime of occurrence; to be a liaison/support link for patients

Workalongside the Site Manager to lead, manage and organise the non-clinical team

MonitorQOF/CQC requirements; ensure accurate recording of required patientregistration details, spoken language, smoking etc. and take remedial action toimprove data recording when required

Manageand monitor the effectiveness of the site with the Site Manager and takeremedial action/adapt where appropriate

Attend,participate in and contribute to staff meetings, chair PCA Meetings if requiredalongside the Site Manager

Supportlocums/registrars/salaried GPs working in the practice and identify yourself asa point of contact for any issues

Ensureadequate stocks of stationery

Assistin the ordering, record keeping and safe distribution of prescriptions in linewith practice procedures

Monitorequipment and report operating problems

Ensurethat there is a high emphasis on the provision of customer care throughout theteam

Be responsible for theline-management of the PCA staff; ensure that all Personnel Files aremaintained in accordance with the Practice guidelines

Allocate and managestaff leave in accordance with the practice Holiday Policy

Follow the practiceguidelines on staff support, capability and discipline and carry out anynecessary measures

Tohave active involvement in staff recruitment and ensure all HR and contractualrequirements are met.

Provide mentorship andsupport to the PCA team

Beaware of the importance of good employment practice and how this relates to thePCA team and report any problems

Monitorreception staff timekeeping, sickness, unauthorised absences and takeappropriate action and report and discuss problems with capacity, discipline,or staff grievances to Site Manager, Operations Manager/HR Manager

Participate in practiceprocedures for performance review, appraisal or mentoring and promote value ofschemes to reception staff

Ensure telephone dutiesare always covered adequately and the monitoring of phones is maintained

Assistin the ordering, record keeping and safe distribution of prescriptions in linewith practice procedures

PCA andcall handling duties

Ensureeach patient/visitor to the practice always receives a high-level of customercare/service

Ensurethat the patient journey is to a high standard, and any queries are dealt witheffectively and in an empathetic manner

Monitorthe flow of patients into the consulting and treatment rooms.

Ensurethat patients without appointments, but who need to be seen on the day, aredealt with in a logical and non-disruptive manner.

Providesupport to all clinical staff as and when required ensuring that communicationwith patients is always maintained

Respondto all queries and requests for assistance from patients and other visitors,including assisting patients to complete the relevant NHS forms

Actionany admin tasks and requests in an efficient and effective

Ensurethat requests for prescriptions are actioned where possible within one workingday.

FollowPractice procedures for opening and closing of all sites

Ensuretotal familiarity with all the appointment systems including the regular andincidental variations.

Bookappointments and recalls

Providea high level of service when covering the phones and ensure patients aresignposted appropriately

Answerphones in a timely manner and ensure they are dealt with in an effective way

Ensurethe practice guidance for identifying patients and greeting patients when theycall the practice is always followed

Manage all telephone and home visit requestsas per the practice process ensuring that all patient contact information is upto date.

Participatein 121 meeting to review the quality of calls through call recordings andreflect on any improvements if required

Carryout any other reasonably delegated duties considered appropriate to the post

Communication and relationships

Ensure appropriate andconstructive communication within the staff team and the wider practice team

Communicate sensitivelyand effectively with patients and carers, using active listening and adaptingcommunication style and method as necessary to meet their needs

Be aware of relevantdecisions from partners meetings and implement action as appropriate

Keepthe Site Manager informed regarding all aspects of the day to day running ofthe PCA/admin teams within the practice

Organisation/Quality

Understand own role andscope in the practice

Work as an effective andresponsible team member, supporting colleagues in a flexible manner

Ensure patients areidentified correctly and that any data entered the computer is done accurately

Ensure all staff haveand use their own login and keep this private

Understand and followthe requirements of confidentiality (including the Data Protection Act) and theFreedom of Information Act and deal with queries as appropriate

Assist in the practiceprocesses regarding Quality and CQC.Contribute to the achievement of national and local standards

Support the aims andobjectives of the practice and contribute to the ongoing development of thepractice as required

Follow practicepolicies, including Health & Safety, Security and Confidentiality.

Prioritise, organise,and manage own and others workload in a manner that maintains and promoteshigh service and quality standards.

Traininglearning and development

Training of newreception team members in line with practice policies and procedures, ensuringongoing reviews are conducted and they achieve competence

Assistin the implementation of all procedures and ensure appropriate training of allreception and admin staff alongside the Practice Manager

Beaware of issues related to professional development for self and the staffgroups s/he has responsibility for and be committed to participation intraining and education

Identifyneeds for own training or that of others; assist in the co-ordination ofinduction for new receptionists

Participatein the provision of all relevant mandatory and non-mandatory training for thereception/admin groups

Managementof risk/health & safety and security

Ensureadequate premises security; test and review regularly; liaise with crime andfire prevention officers wherever necessary

Followinfection control policies

Use the personalsecurity systems within the workplace according to practice guidelines

Follow Health &Safety Policies and guidelines, including fire procedures and those pertainingto clinical risk. Use safe working procedures and report incidents using thepractice incident reporting system

Deal promptly with anyconcerns or report to line-manager/building manager/Practice H&Srepresentative as appropriate

Implement the PracticeZero Tolerance Policy where appropriate

Employeesmust take reasonable care for the Health and Safety of him/herself and/orothers who may be affected by his/her acts or omissions at work

No person shallintentionally or recklessly interfere with or misuse anything provided in theinterests of Health, Safety or Welfare

Beaware of practice policies on risk management/Health & Safety/Incidentreporting, and operate appropriate procedures for minimising risk

Other

Any other reasonabledelegated duties considered appropriate to the post

Give good and regularattendance

Maintain a tidy andorganised work area.

Preparation ofrefreshments, errands, spot cleaning and set up of rooms for meetings asnecessary.

Person Specification

Knowledge, Training and Experience

Essential

A sound general education to GCSE level or equivalent, or equivalent working experience. A good standard of grammar and spelling in the English language. Excellent computer skills, including Microsoft Office. Good keyboard skills. Experience of managing or supervising staff. Experience of giving feedback and training to improve staff performance.

Desirable

Training or qualifications in management, administration, IT, or other related areas. Experience of working in a healthcare setting. Experience of recruitment and selection of staff. Experience of making improvements to working practices, , the development and implementation of new systems, polices and protocols.

Personal skills and abilities

Essential

Excellent administration and organisational skills with the ability to manage time effectively to meet deadlines. The ability to work independently and use initiative The ability to produce work that is accurate, thorough, and well presented. A friendly and approachable manner, good with people skills, showing understanding, care, and assertiveness when appropriate. A conscientious approach and commitment to working in an adaptable and flexible manner. The ability to work calmly and effectively and deal with multiple demands even when busy. The ability to cope with occasional exposure to challenging behaviour, distressing circumstances, or emotional events. The ability to deal with personal information sensitively and respect peoples right to confidentiality. The ability to work positively as a member of a busy team. The ability to influence others positively, negotiate constructively and resolve conflict successfully. The ability and willingness to engage with individuals to improve their personal performance. The ability to give good and regular attendance. Demonstrate your competence in the English language. Assessed at interview/ Certificate of English proficiency

General

Essential

A commitment to support the delivery of the best possible service to a diverse inner-city population