The post holder will be required to work with management and clinical teams to support all aspects of operational delivery at the practice at both sites ensuring the practice is a welcoming space for all who enter. The post holder will be required to undertake the management of the day to day operational aspects of the service, with a focus on achieving and monitoring access delivery performance, in order to support the day to day running of service and staff management, while working closely with the Practice Manager The lead for rota development ensuring the service is always covered in a planned and future focused way this is across both the clinical and non-clinical workforce, ensuring appointment rotas are available 3 months in advance following guidelines for practices appointment system Practice lead for demand and matching capacity to that demand ensuring the rota and sessions support the patients needs Review of phone data Ensures all staff including Locums have the appropriate access to the IT systems on arrival, Is responsible for keeping locum handbook up to date, Responsible for floor walking and trouble shooting on daily basis to ensure smooth running of services, liaising with Clinical Lead and Nursing Leads, Planning NHS Health Checks delivery Through senior receptionists monitoring daily patient demand and appointment capacity, taking proactive steps to maintain patient flow, Reviewing non clinical administrative workloads and workflow including waiting lists, pathology results, documents and tasks on a daily basis, Attending and updating Leads team meeting on a fortnightly basis Escalating to Practice Manager emergencies/ urgent issues and enacting business continuity plan where needed, Ensuring the set-up of all clinical rooms on both sites is kept to high standard, with equipment functioning, including annual PACT testing, Oversees the procurement of practice equipment, supplies and services. Deals with patient grumbles initially escalating as necessary to Practice Manager Stock management for both clinical and non clinical Maintaining and updating website and social media Setting up and overseeing Patches econsults delivery Staff Management and Human Resources Acts as the line manager for reception Undertakes regular reviews with Senior Receptionist Manage the staff of the Reception team, including career development, performance and work evaluation and have undertaken training to be able to do so Manage day to day issues related to HR within the Reception team including managing annual leave and study leave Undertakes appraisals for Reception staff for whom the post holder has supervision responsibility for and ensures that staff undertake all required mandatory training. Ensure new members of the team are trained to an extremely high standard in accordance to their job description and achieving the competencies Planning and Organisational Responsibilities Support the Practice Manager to adopt and maintain CQC readiness, including health and safety, equality and diversity and maintaining a risk register, Helping to develop and nurture a quality improvement culture and being a leader for change, Ensure any learning in relation to complaints and incidents in patient services management processes and procedures are embedded and processes / procedures changes as a result, Formulating service plans which reflect the needs of the service area in conjunction with the Practice Manager Lead the Team to deliver service objectives, allocating tasks as appropriate, identifying risks, issues, and dependencies, considering best practice and current options, Ensure service delivery to clients in the community includes, where appropriate, liaison with various agencies but integrated at the point of delivery Maximise service capacity within the agreed resource limit and ensure client experience/outcomes monitored Contribute towards service strategies such as improving health inequalities and the provision of targeted support for vulnerable groups. Information Management and Technology Maintain and further develop high level skills in primary care IT Ensure all members of the practice team are proficient in the appropriate use of IT Ensure that all members of the team receive appropriate training in information governance and that local and national standards are applied Set up access to all relevant systems for new starters inclusive of Smart card management Report problems with hardware maintenance and computer access issues to IT and follow up as required. Contribute to data security following Practice protocols, reporting problems and undertake computer back-up, as necessary. Report SystmOne problems directly to SystmOne and handle any instructions given. Manage electronic templates and Workflow on SystmOne. Using SystmOne, undertake searches and extract statistical data for the preparation of reports. To be responsible for and be proactive in ensuring that the recall of patients and any relevant tasks on SystmOne is implemented by the Care navigation team Monitoring and updating of social media inclusive of website Premises Manage and arrange the practice cleaning, maintenance, and security Ensure that the reception / waiting areas are tidy, and that leaflets, posters and other information is available and in date, readily available for service users Communication Communicates effectively and professionally with patients, visitors, clinicians and co-workers, Interacts with others in a positive, respectful, and considerate manner, Utilise and demonstrate sensitive communication styles, to ensure patients are fully informed and consent to treatment. Communicate and support patients who are receiving bad news, Communicate effectively with patients to recognising the need for alternative methods of communication to overcome different levels of understanding, cultural backgrounds, and preferred ways of communications, Anticipate barriers to communication and take action to improve communication, Act as advocate for patients and colleague. Financial practices Uses resources appropriately and avoids wasteful practices. Promotes cost containment and efficient use of resources. Makes recommendations for potential cost-effective improvements. Performs according to established compliance policies and procedures. Professional competence Welcomes suggestions and recommendations. Cooperative work attitude toward management, staff, patients, visitors, and clinicians Ability to promote favourable company image with clinicians, patients, commissioners and general public.