Assistant Practice Manager

Job responsibilities

Job responsibilities

Employed Staff - Training Appraisal and Reception management support

You will arrange recruitment of receptionists and administrators: in liaison with the Practice Manager you will manage the process from placing job adverts, selection, interview through to appointment.

You will ensure the induction training, ongoing training, assessment and development reviews to agreed standards for new staff is well planned and is carried out effectively (you will deliver some of this yourself and build a structure involving other members of the team)

You will manage an annual appraisal process for all administrative staff.

You will encourage and facilitate staff development.

You will help ensure administrative duties are carried out efficiently within the practice according to the existing policies and protocols and that all team members are aware of their responsibilities.

You will help identify processes that require re-design and assist in any process to implement new ways of working where appropriate.

You will support the Reception Manager in creating and operating a regular training programme for the reception team to ensure a high-quality service eg in customer care skills, administrative tasks or implementation of new policies.

You will support the Reception Manager in monitoring team and individual performance, report to the Practice Manager and make suggestions for improvements.

You will support the Reception Manager to help ensure daily administrative tasks and rotas (both normal working hours and enhanced access rotas) are working appropriately and smoothly. This includes covering reception in times of staff shortages, to allow for smooth running of the practice

You will liaise with the Practice Manager and Reception Manager regarding staffing levels, skill-mix, deployment of staff and forward planning.

You will use tools such as our intranet, training videos and modules and so on to create a learning environment and keep everyone up to date and achieve consistency of knowledge and current issues.

You will help foster a productive, harmonious, cooperative and enjoyable working environment.

Patient Services and customer care

You will facilitate delivery of the highest standard of customer care for patients and

monitor and report on the quality.

You will develop and lead the delivery of a comprehensive package of induction

and training for the reception team to ensure excellent customer care and optimal

efficiency in all their tasks.

You will assist the Reception Manager in monitoring the performance of the reception team members and identifying and helping to improve poor performance, particularly where it impacts on customer care but also in their administrative work.

You will promptly handle and attempt to resolve any patient / reception interface difficulties escalated by the Reception Manager.

You will acknowledge and log complaints and ensure they are tabled for the next management meeting, informing the Practice Manager and any others, according to our polices. You will carry out the initial investigation and collect any evidence such as phone recordings and any hand-written notes, so whoever responds has the required information available. You will respond to certain complaints.

You will manage the Patient Participation Group and be a central point of reference for patients.

You will help with the running of any other clinical patient groups.

You will help ensure patient communication is carried out efficiently and politely and that the practice represents itself well to patients at every level of interaction (on the phone, online, in the building)

You will monitor and report on the various practice work-streams to ensure the practice is functioning optimally at all times and backlogs do not occur.

You will help ensure the clinical and administrative targets are met to provide high quality care to patients and preserve income streams.

Where administrative systems have been identified as being sub-optimal for patient services, you will try to find better, more efficient ways to work.

You will develop a good understanding and working knowledge of our IT systems such as EMIS Web clinical record system, patient registration, patient communication systems such as Patchs and other external interfaces such as pathology ordering, referrals etc

Communication

You will facilitate effective communication within the team and will strive to:

Communicate effectively with all the Willow Tree Family Doctors team members and those employed by the Primary Care Network working within the surgery (ARRS roles)

Communicate effectively with patients and carers

Communicate and liaise effectively with all outside bodies such as the Primary Care Network, Brent Borough teams, the NWL Integrated Care Board, Social Services, Hospital and Community Trusts etc

Recognise peoples needs for alternative methods of communication and

respond accordingly

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. This right is underpinned in law and other regulations and policies which the post holder must become familiar with

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 implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice Health & safety policy, the practice Health and Safety manual and the practice Infection Control Policy and published procedures. This will include (but will not be limited to):

Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit, hazard identification, questioning, reporting and risk management.

Maintain an up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the business.

Using personal security systems within the workplace according to practice guidelines.