The role of Deputy Practice Manager requires a self-motivated, disciplined individual to take ownership of the efficient day-to-day running of the service, supporting the Practice Manager, and working as a key member of the Management Team.
The successful candidate will have previous experience in primary care, good IT skills, experience in using the clinical system SystmOne, Microsoft Windows, and demonstrable customer service skills.
Main duties of the job
To support the Practice Manager in all aspects of practice functionality, motivating and managing staff, optimizing efficiency, and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment. To manage and coordinate all aspects of practice functionality, motivating and managing staff, patient services, premises, and health and safety management. Through innovative ways of working, support the Practice Manager leading the team in promoting quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development, and ensuring the practice complies with CQC regulations.
To provide excellent and prompt primary care services to our community and to offer safe employment for a competent and diverse workforce.
About us
We are a friendly, supportive, and innovative training practice in inner city Bradford. Kensington is based over 4 sites, so even with a main base, you would have the opportunity to work across the sites for some diversity at times. We have a patient list size of approximately 23,500 delivering high-quality care to our diverse group of patients. We are actively involved in our Primary Care Network.
We have a dedicated team of 6 GP Partners, GP Registrar and Foundation Year Doctor, ANP, ACP, Clinical Pharmacists, Pharmacy Technicians, Practice Nurses, HCAs, Receptionists, and Administration teams.
Job responsibilities
* Line management of the reception, secretarial and administration staff and department leads.
* Support the Practice Manager and HR lead with HR operations.
* Dealing with any escalated patient or reception queries.
* Conducting staff appraisals for the reception team, secretarial and administration staff, recording sickness, approving, and recording annual leave.
* Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare.
* Evaluate, organize, and oversee staff inductions and training to ensure all staff are adequately trained to fulfill their role.
* Production and management of rota forecasting working with the Finance Manager and Practice Manager.
* Ensuring the rotas are uploaded to the clinical system and TeamNet working with the assistant Practice Manager.
* Ensure that tasks on the clinical system are dealt with efficiently and within a timely manner.
* Monitoring of appointment availability and altering the clinical system to ensure capacity meets demand working with the assistant Practice Manager.
* Manage IT resources to safeguard patient records.
* Be the first point of contact for the complaints process, ensuring complaints are dealt with in a timely manner and resolve problems/complaints with staff and patients, investigate and generate letters and escalate to the Practice Manager as and when appropriate.
* Generate audits and review data as required.
* Ensure all targets are delivered on time.
* Support the overall practice clinical governance framework.
* Support the Practice Manager in the reviewing and updating of practice policies and procedures.
* Identify trends and devise solutions to reduce risk and repeated occurrences of significant events.
* Take minutes and actions from meetings.
* Health and Safety audits.
* Management of annual checks- PAT, Fire risk assessments etc.
* Update TeamNet.
* Booking mandatory training as and when directed by the Practice Manager.
* Check the practice email address for any patient messages via web mail.
* Work with the Practice Manager to achieve targets.
* Attend PPG meetings.
* Assist the Practice Manager as and when necessary.
* Support the practice and management team with continuous improvement and change initiatives.
Development Opportunities
* Deputise for the Practice Manager.
* Attending Practice Manager meetings with the Practice Manager and attending for the Practice Manager in their absence.
* Assist the Practice Manager with staff issues to propose and implement solutions to these issues.
Key working relationships summary
The Deputy Practice Manager will report into the Practice Manager for all general management responsibilities including absence management, appraisal, and development plans. They will work with the Management Team to design and implement an annual operational plan to ensure that the service(s) meet their contractual obligations and to ensure that the service has an appropriate skill mix of staff on duty who are able to meet the needs of the service.
Person Specification
* Excellent verbal and written communication skills.
* Good attention to detail and organized with excellent timekeeping.
* Ability to prioritize and manage a varied workload.
* Confident and proficient in using Microsoft Office (Excel, Word, PowerPoint).
* Communication: The post-holder should recognize the importance of effective communication within their role and will strive to communicate effectively with other employees to build positive relationships.
* 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.
* Health & Safety: The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practices Health & Safety Policy.
* Equality and Diversity: The post-holder will support the equality, diversity and rights of patients, carers, and colleagues.
This job description is not intended to form part of the contract of employment or to be a complete list of duties and responsibilities, but it is a guide, for information, to the role. It will be periodically reviewed in the light of developing work requirements in the role. The post holder will participate in the review.
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