To ensure the smooth day-to-day running of Dill Hall Acorn Centre Surgery by providing efficient and responsive administrative and office management duties.
The postholder will take on a wide variety of responsibilities and will ensure that necessary systems are in place, whilst undertaking and supervising a full range of administrative duties.
The successful candidate will be responsible for directing, supervising and coordinating staff and office activities on a day-to-day basis at our GP Doctors Surgery site to provide quality and efficient patient care.
The successful candidate will be highly motivated, conscientious, and organised, with excellent communication skills, working collaboratively as part of the East Lancashire Alliance team. They will be expected to work without direct supervision, carrying out their duties in such a way as to make a direct and positive contribution to the daily running of Dill Hall Practice. It is essential that the successful candidate undertakes the extensive duties with flexibility, initiative and enthusiasm and operates as an integral part of the ELA.
Main duties of the job
Working closely with the Senior Management team to keep abreast of forthcoming changes in the NHS and required or desirable service changes, we are looking for an office manager who brings with them proven leadership skills, team working skills and experience who is approachable and with outstanding communication, organisational and IT skills. Experience of working in a management role in a healthcare environment would be an advantage but is not essential.
Job responsibilities
Roles and Responsibilities
1. Provide supervision and leadership to all Dill Hall Staff, including PCN ARRS roles staff, ensuring full coverage at all times.
2. Liaise with and ensure good communication with the Dill Hall Staff and the ELA.
3. Answer team members' questions and help with problems to ensure the smooth day-to-day running of the Practice.
4. Manage staff welfare including holidays, monitor sickness and absence; and return to work interviews as necessary. Listen to team members' feedback and resolve any issues or conflicts.
5. Support the utilisation of appointment books on EMIS, ensuring all clinics for both Practice and PCN clinicians are filled with appropriate appointments.
6. Undertake admin tasks including monitoring and ordering supplies, overseeing the call and recall system, referrals, etc.
7. Support the induction process for new staff, including locum staff. Ensure the locum pack is up-to-date and all new staff are made to feel welcome.
8. Deal with informal complaints in a professional manner, seeking to resolve any issues prior to escalating to a formal complaint.
9. Attend meetings with the ELA, acting as the main point of contact for the Dill Hall Staff. Support the Operations Support Officer in wider team meetings.
10. Implement and maintain systems to receive patient enquiries and suggestions, including oversight of the practice-based complaints procedure in conjunction with the relevant partner.
11. Manage all patient complaints both informal and formal whilst working to NHS guidelines related to on-site staff roles.
12. Assist with reviewing and updating the practices information leaflet/website, practice publicity and health education material as required with local team/site specific elements.
13. Work with the Patient Forum on a bimonthly basis.
14. Assist with the implementation of patient staff satisfaction surveys.
15. Have a good working knowledge of the requirements of GP Contract DES Les specifications and QOF, helping to ensure that the practice achieves maximum income where possible at all times.
16. Ensure compliance with practice Health & Safety policies and procedures, keeping track of training and documents for all practice staff.
17. Ensure compliance with GDPR/Data Protection in line with practice policies.
18. Troubleshoot any IT issues, logging incidents with the IT Support Desk if unable to resolve the issue.
19. Attend meetings as determined by the Operations Manager.
20. Work closely with the Operations Manager and report on the progress of the Practice.
21. Ensure all targets & quality work is completed and achieved.
22. Any other duties considered appropriate to the role as requested from time to time by the Alliance.
Accountability
The post holder will be aware of the various statutory requirements and will assist in implementation as directed. There is a need to work closely with the administrative team to ensure the smooth running of the Practice, reporting any problems encountered to the relevant person.
Training requirements will be monitored by yearly appraisal. Personal development will be encouraged and supported by the organisation. It is the individual's responsibility to remain up to date with recent developments.
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