ABBEY MEDICAL PRACTICE
Office Manager – 37 hours per week
We are looking to recruit an Office Manager to join our team at Abbey Medical Practice in Evesham. This is a new role for the practice, and we are looking for an enthusiastic and positive person who will be responsible for the reception and dispensary teams ensuring all tasks are performed effectively and to a high standard, meeting the objectives of the practice.
The Office Manager will play a pivotal role in the day-to-day operations. You will be responsible for ensuring that the service received by our patients reflects our core values and to ensure we deliver high standards of service.
If you are a dynamic leader with a passion for service delivery and team development, and an interest in a career in Primary Care, this role could be perfect for you.
You have a great opportunity to make a real positive impact on the lives of our patients and staff.
We are a semi-rural dispensing practice of approximately 9,800 patients based in the historic market town of Evesham, on the edge of the Cotswolds, and with excellent transport links to Cheltenham, Stratford-upon-Avon, Birmingham, Oxford and London. We pride ourselves on promoting a traditional ethos of General Practice within a modern healthcare environment.
For further information about both the Practice and the post please contact Mike Tidy, Practice Manager, on 01386 761111 (email mike.tidy1@nhs.net) or visit the Practice website at www.abbeymedical.com
Applications should be by CV with covering letter to Mike Tidy, Abbey Medical Practice, Evesham Medical Centre, Abbey Lane, Evesham WR11 4BS.
Closing Date: 30th January 2025
JOB DESCRIPTION
JOB TITLE: OFFICE MANAGER
REPORTS TO: PRACTICE MANAGER
HOURS: 37 Hours per week
Job Summary:
The Office Manager is the non-clinical manager of the reception and dispensary teams and takes ownership of the day-to-day operations to ensure the smooth running of the service. They must ensure that the service we offering is organised, efficient and that IT, equipment and premises are in good order. The postholder leads and manages the team to ensure the provision of an efficient and effective service to our patients and clinicians, offering the highest level of customer service.
The postholder works with the senior management team to ensure the achievement of our aims and objectives.
The practice is a high quality and highly regulated customer-service organisation and operates in the ever-changing environment of the NHS. The postholder must be willing and able to adapt to changing circumstances and be flexible in their work and approach.
Job Description – Duties and responsibilities:
1. Lead and organise the reception and dispensary staff
2. Line manage the Reception Team Leader
3. Ensure work is carried out on time, accurately and in accordance with practice policy
4. Promote effective teamwork, foster high morale, and take a “can-do” positive approach, ensuring there is continuous improvement of working practices and standards
5. Organise workload and delegate clearly and appropriately
6. Promote high levels of customer service for our patients and lead on improvements that will benefit both our patients and staff experience
7. Administer the systems for annual leave, sickness absence, overtime and staff rotas. Maintain appropriate records ensuring accurate information is submitted on time for payroll
8. Carry out regular review of staff and conduct annual performance appraisals
9. Ensure that new starters receive a warm welcome and well-organised induction
10. Work with Senior management to ensure there is an effective and documented programme in place to train new reception and dispensary staff
11. Provide on-going training to staff to improve their skills and performance
12. Ensure that all staff have received and signed for specified policies and procedures
13. Organise and participate in the recruitment of staff, as required.
14. Ensure you and your team are submitting Significant Event Analysis (SEA) forms routinely and ensure these are being presented and discussed at the Head of Department meeting.
General management responsibilities:
1. Use initiative to deal with issues as they arise, solving problems where possible, and referring issues to others as appropriate
2. Provide practical support to staff encountering difficulties in dealing with patients
3. Support the Reception Team Leader, serve as a point of contact for patients to express concerns and complaints, aiming to resolve issues informally where possible, within the constraints of practice policy. Refer formal complaints to the Practice Manager or in their absence the Deputy Practice Manager
4. Plan and implement projects as required
5. Carry out delegated tasks
Reception, Dispensary and administrative duties:
The postholder will maintain an oversight of the work of the reception and dispensary teams and will cover duties when necessary. The following list is not exhaustive and is indicative of the type of duties that may be required.
1. Ensure that all patients, visitors and staff receive a friendly service with high levels of customer service and their enquiries are dealt with efficiently
2. Explore patient queries and requests fully, taking account of information in the medical record, to ensure that enquiries are handled by the most appropriate person
3. Refer to procedures, guidance, colleagues or senior management staff when unsure
4. Provide reception services, including appointments, home visits, arranging interpreters and ambulances, opening and locking up, filing, new registrations, changes of patient details, contacting patients and collecting information
5. Provide administration services, including operating electronic messaging systems dealing with mail, sorting records, scanning, data entry, processing results, giving authorised results to patients, ordering stock and completing paperwork
6. Take payment from patients for chargeable services, ensuring they are correctly recorded, that a practice receipt is issued on every occasion and that cash is placed in the designated secure place with the appropriate copy of the receipt
7. Respond appropriately to any potential emergency situation, ensuring access to care is not delayed
8. Keep track of all tasks and ensure they are completed in a timely fashion
9. Organising dispensary staff rotas and ensuring adequate staff cover at all times
10. Ensure dispensary staff training is current, including encouraging and organising attendance on relevant recognised courses (NVQ and other) ensuring that all DSQS training is completed in a timely manner
11. Ensure all dispensary Standard Operating Procedures (SOPs) are relevant, updated, read and signed by the team
12. Record and review all near misses, ensuring that dispensary staff engage in the review of near misses and conduct further training as appropriate
Team working:
1. Understand own role and scope in the practice
2. Work as an effective and responsible team member, supporting colleagues in a flexible manner
Organisation and quality:
1. Respect and protect patient confidentiality at all times
2. Understand and follow the organisation’s Information Governance Policy, and the requirements of the Data Protection Act. Refer any queries as appropriate
3. Report incidents, near misses and concerns, using the published procedure
4. Ensure that patients are identified correctly
5. Ensure that any data entered into the computer is done accurately
6. Understand the requirements of the Freedom of Information Act and refer on any queries to Senior Management as appropriate
7. Report incidents, near misses and concerns, following practice policy
8. Participate in quality improvement initiatives, including Significant Event Analysis and review of patient complaints
9. Support the aims and objectives of the organisation and contribute to the ongoing development of the Practice as required
10. Understand and follow the Practice’s policies and procedures
11. Maintain the confidentiality of personnel and sensitive commercial information
12. Organise and/or attend meetings, taking minutes when required, and implement agreed actions. This will include a regular Head of Department team meeting
13. Ensure that all staff have and use their own computer logins and keep this private
14. Prioritise, organize and manage own and others’ workload in a manner that maintains and promotes high service and quality standards
Training, learning and development:
1. Undergo regular appraisal, supervision and training as necessary to update skills and knowledge
2. Take responsibility for the successful induction and training of new members of the team, with regular monitoring and review throughout the probationary period
3. Participate in the induction of all new reception and dispensary staff
4. Provide training for the team as and when appropriate
5. Feed back learning and information to colleagues in order to share good practice (e.g. from courses and meetings)
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, 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 a full range of promotion and management their own and others’ health and safety and infection control as defined in the practice Health & Safety Policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures.
Equality and diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
* Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
* Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
* 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:
* Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
* Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
* Ensuring that all training is completed for DSQS
Quality:
The post-holder will strive to maintain quality within the practice, and will:
* Alert other team members to issues of quality and risk
* Assess own performance and take accountability for own actions, either directly or under supervision
* Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
* Work effectively with individuals in other agencies to meet patients needs
* 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:
* Communicate effectively with other team members
* Communicate effectively with patients and carers
* Recognize people’s needs for alternative methods of communication and respond accordingly
Other: This job description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder. The post holder is required to carry out any duties that may reasonably be requested by the partners or the practice manager. Some of the above duties may be delegated as and when appropriate and with the agreement of the Practice Manager/Practice Pharmacist.
PERSON SPECIFICATION
Qualifications
Essential
1. A good standard of grammar and spelling in the English language
2. General education to GCSE level or equivalent
Desirable
1. Training or qualifications in customer service, management, administration, IT or other related areas
Experience
Essential
1. Experience of managing or supervising staff
2. Experience of giving feedback and training to improve staff performance
3. Experience that demonstrates excellent administration and organisational skills with the ability to manage time effectively to meet deadlines
4. Experience of using computers, with good keyboard skills
Desirable
1. Experience of dealing with the general public in a customer service role
2. Experience of working in a healthcare setting
3. Experience in recruitment and selection of staff
4. Experience of making improvements to working practices, e.g. the development and implementation of new systems, policies and protocols
Personal Skills and Abilities
Essential
* A friendly and approachable manner, with good people skills, showing understanding, care and assertiveness when appropriate
* The ability to communicate clearly and effectively (both verbal and written) with a wide range of individuals
* 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 people’s 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
* A commitment to support the delivery of the best possible service to our patient population
Desirable
1. A full valid UK driving licence and access to a car on a daily basis
Job Types: Full-time, Permanent
Pay: From £30,000.00 per year
Benefits:
* Company pension
* Free parking
* On-site parking
Schedule:
* Monday to Friday
Work Location: In person
Application deadline: 30/01/2025
Reference ID: Office Manager /01-25
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