JOB DESCRIPTION Job Title: Job Location: Responsible to: Hours of work: Salary: Assistant Practice Manager As agreed Business Manager / Practice Manager As agreed As per Employment Contract SUMMARY The Assistant Practice Manager will report to the Business Manager / Practice Manager and is responsible for the smooth daily running of the surgery. The Assistant Practice Manager will have line management responsibility for all administration staff and will liaise closely with the Business Manager / Practice Manager and Medical Manager to oversee clinical staffing requirements and issues. The Assistant Practice Manager will be part of the reception team rota, and must develop a strong sense of team spirit, commitment and enthusiasm through all staff. The Assistant Practice Manager will also need to work closely with other external parties to continuously develop and improve the services we provide. KEY RESPONSIBILITIES Responsibilities will either be fulfilled personally or by effective delegation, and many will involve planning with the Business Manager / Practice Manager. The Assistant Practice Manager will lead the daily management of the practice, and will ensure staff rotas are adequate and well planned to meet the business need. The Assistant Practice Manager will address issues as they arise to keep the service running smoothly. To achieve this, the Assistant Practice Manager will manage and develop the administrative team and liaise with clinical team members throughout the day to enable clear communications and team working across the site. The Assistant Practice Manager will be the primary contact to address patient complaints and will liaise with external agency the Patient Advice and Liaison Service to manage patient satisfaction. The Assistant Practice Manager will also work closely with the Business Manager / Practice Manager to develop the financial performance of the practice. 1. KEY PERFORMANCE INDICATORS The Assistant Practice Manager will analyse performance and follow protocols for each of the targets listed below. This will typically include liaison with the Business Manager/Practice Manager/Medical Manager/Customer Services Officers, relevant clinical staff and the external Business Support Unit: 1.1 Quality and Outcomes Framework 1.2 Cervical Cytology 1.3 Childhood immunisations 1.4 Influenza vaccination 1.5 Smoking cessation 1.6 Access to services
1.7 Patient & Public Involvement 1.8 Patient satisfaction 1.9 Breast Screening 1.10 Enhanced Services 1.11 Incentives Schemes 1.12 Work towards GP Training accreditation for the practice The Assistant Practice Manager will ensure that read codes are correctly administered across records throughout the practice. The Assistant Practice Manager will work with the Business Manager / Practice Manager to develop electronic templates to better manage read coding requirements. To utilise clinical software to perform searches, extracting and validating patient and statistical data for the preparation of reports To be responsible for, and be proactive in ensuring the recall of patients is implemented by the admin team. To explore ways of enhancing practice performance in key performance areas. To utilise clinical software to perform searches, extracting and validating patient and statistical data for the preparation of reports. The Assistant Practice Manager will be required on occasion to set up new clinics, for example to introduce minor surgery into the practice. 2. HUMAN RESOURCES Management and Development of practice staff To have agreed responsibility for all administrative staffing issues. To liaise with Business Manager/Practice Manager/Medical Manager over staffing issues To manage all administrative staff and ensure that they clearly understand what is expected of them. To monitor administrative staff, identify training needs and coordinate training To ensure that each admin staff member has a job description that is kept updated To recruit new staff To initiate an induction and training plan for all new staff To ensure all administrative members of staff have annual appraisal To monitor and manage staff holidays, study leave, sickness, and absence To work with the Human Resources Manager to implement disciplinary procedures To represent the practice at tribunals if necessary To arrange regular practice & clinical meetings Team Management To facilitate good communication between all members of the team. To promote teambuilding, teamwork and co-operation to engender motivation and commitment to meeting practice objectives. To ensure that the team is aware of practice goals/objectives and understand their role in achieving them Recruitment Advertising vacancies, selecting candidates for interview, obtaining references, participating in or conducting interviews as appropriate 3. QUALITY ASSURANCE To ensure effective systems are in place for the smooth day to day running of the practice. To monitor, all practice policies and procedures this will include Practice Complaints Policy, Health and Safety Policy, Confidentiality and ensure all the staff are familiar with and observe them
To formulate new policies as deemed necessary and set up systems for their implementation To ensure that patients are receiving the best possible service and those patient services are regularly reviewed To ensure that staff are adequately trained to handle complaints To ensure the smooth running of all clinical sessions and services provided To ensure that practice information for patients and outside organisations is up to date 4. PREMISES, EQUIPMENT AND SUPPLIES It is the responsibility of the Assistant Practice Manager to ensure that the building is well maintained, meeting the standards required for Health and Safety and addressing the needs of patients and staff. To ensure that the practice has good security systems and insurance provision To ensure that there is due regard for security and safety of staff and patients To ensure that all necessary equipment is working and regularly serviced To ensure adequate stocks and supplies and necessary equipment for day to day working To monitor work of housekeeping and cleaning staff To ensure the practice is a tidy and pleasant environment in which to work 5. INFORMATION AND TECHNOLOGY GENERAL To ensure that the doctors and staff at all levels are kept informed of practice and relevant outside issues To establish good communication systems within the practice To keep updated and have a good knowledge of NHS primary care matters. COMPUTERS To have agreed responsibility for the management of the computer system To research new equipment and software To plan and organise all necessary upgrades To ensure all equipment is functioning effectively To explore ways of improving the practice s use of the system To ensure all new doctors and staff are trained in using the computer 6. EXTERNAL LIAISON To maintain good working relationships with the Business Support Unit and neighbouring practices To keep informal links with key PCT staff to maximise benefits to the practice To attend PCT meetings as necessary To maintain good links with the local Acute Trusts, Statutory and Voluntary Organisations, 8. PERSONAL DEVELOPMENT To participate in own yearly appraisal To assess own educational/training needs and explore all opportunities for maintaining and updating own professional knowledge and skills This job description will be reviewed following completion of probationary period and annually thereafter
PERSON SPECIFICATION Assistant Practice Manager Education Knowledge, Skills and Experience Aptitudes A level or Equivalent ESSENTIAL Significant and demonstrable experience in a staff management position Excellent management and IT skills Experience of personnel issues including recruitment, training and supervision Good knowledge of UK & European Employment Law Experience of clerical and administrative work including setting up new systems and managing change Honest Good numeracy skills. Excellent communication skills including ability to listen, to discuss and to inform clearly; ability to record in writing both clearly and accurately; ability to produce reports. Intelligent, clear thinking and analytical. Able to take an overview, prioritise effectively and plan strategically Ability to make decisions, use own initiative and be innovative Self-motivated, reliable and dedicated DESIRABLE Degree or Equivalent Finance, Business or Management Qualification. Dip in Primary Care Management or similar Experience of working in the NHS and in primary care. Practice Manager experience Experience of finances including accounting software, PAYE, managing budgets, etc Experience of EMIS software, including in performing searches Leadership experience Ability to keep informed by distilling information and providing regular reporting structure
Ability to work under pressure and be even tempered Well organised and meticulous with good time management, leadership and delegation skills Flexible working attitude Able to work as part of a team, to promote a good team spirit and to be sensitive and assertive as appropriate. Able to manage conflict Able to develop local networks Able to provide support and cross cover at most levels