Job description

Job responsibilities

• Line management of the reception, secretarial and administration staff and department leads.
• Support the Executive 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, organise, and oversee staff inductions and training to ensure all staff are adequately trained to fulfil their role.
• Production and management of rota forecasting working with the Finance Manager and Executive Manager.
• Ensuring the rotas are uploaded to the clinical system and Team net 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 Executive 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 Executive 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 Executive Manager.
• Check the practice email address for any patient messages via web mail.
• Work with the Executive Manager to achieve targets.
• Attend PPG meetings.
• Assist the Executive Manager as and when necessary.
• Support the practice and management team with continuous improvement and change initiatives.

Development Opportunities

• Deputise for the Executive Manager.
• Attending Practice Management meetings with the Executive Manager and attending for the Executive Manager in their absence.
• Assist the Executive Manager with staff issues to propose and implement solutions to these issues.

Key working relationships summary.

The Practice Manager will report into the Executive 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.

Job responsibilities

• Line management of the reception, secretarial and administration staff and department leads.
• Support the Executive 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, organise, and oversee staff inductions and training to ensure all staff are adequately trained to fulfil their role.
• Production and management of rota forecasting working with the Finance Manager and Executive Manager.
• Ensuring the rotas are uploaded to the clinical system and Team net 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 Executive 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 Executive 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 Executive Manager.
• Check the practice email address for any patient messages via web mail.
• Work with the Executive Manager to achieve targets.
• Attend PPG meetings.
• Assist the Executive Manager as and when necessary.
• Support the practice and management team with continuous improvement and change initiatives.

Development Opportunities

• Deputise for the Executive Manager.
• Attending Practice Management meetings with the Executive Manager and attending for the Executive Manager in their absence.
• Assist the Executive Manager with staff issues to propose and implement solutions to these issues.

Key working relationships summary.

The Practice Manager will report into the Executive 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

Knowledge & Understanding

Essential

• Competencies
• Excellent verbal and written communication skills
• Good attention to detail and organised with excellent timekeeping.
• Ability to prioritise and manage a varied workload.
• Confident and proficient in using Microsoft Office (Excel, Word, PowerPoint)
• Communication
• The post-holder should recognise the importance of effective communication within their role and will strive to:
• Communicate effectively with other employees to build positive relationships.
• Be able to adapt their communication style where appropriate.
• Work effectively with all functions to deliver the business aims.
• 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.
• 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, to include: -
• Using security systems within the workplace according to Practice guidelines
• Identifying the risks involved in work activities and understanding such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Reporting potential risks identified
• 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 recognises the importance of peoples rights, interpreting them in a way that is consistent with company 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.
• The post-holder will abide by the equal opportunities policy contained within the employee handbook.
• 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.

Knowledge & Understanding

Essential

• Competencies
• Excellent verbal and written communication skills
• Good attention to detail and organised with excellent timekeeping.
• Ability to prioritise and manage a varied workload.
• Confident and proficient in using Microsoft Office (Excel, Word, PowerPoint)
• Communication
• The post-holder should recognise the importance of effective communication within their role and will strive to:
• Communicate effectively with other employees to build positive relationships.
• Be able to adapt their communication style where appropriate.
• Work effectively with all functions to deliver the business aims.
• 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.
• 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, to include: -
• Using security systems within the workplace according to Practice guidelines
• Identifying the risks involved in work activities and understanding such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Reporting potential risks identified
• 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 recognises the importance of peoples rights, interpreting them in a way that is consistent with company 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.
• The post-holder will abide by the equal opportunities policy contained within the employee handbook.
• 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.

Employer details

Employer name

Kensington Partnership

Address

Kensington Street Health Centre

Whitefield Place

Bradford

West Yorkshire

BD8 9LB

Employer's website

https://www.kensingtonpartnership.org/ (Opens in a new tab)