Job summary
Whitstable Medical Practice hasan exciting opportunity for an experienced Surgery Manager to join the team.The role will be based at Whitstable Health Centre.
The Surgery Manager provides a vital role within the surgery.Responsibilities include day to day running of the reception and associatedfunctions ensuring they are carried out in accordance with agreed procedures,protocols and time-scales; smooth and efficient running of the reception areaand be responsible for leading, managing and developing the team of PatientCo-ordinators (Receptionists) to deliver the highest quality service andsupport to patients, GPs and colleagues while meeting the goals and objectivesof the Practice; proactively liaising with Facilities and Estates officer toensure premises are kept clean and maintained as required.
The role can be challenging andrequires the expertise of good communication, organisation and managementskills. You will be an enthusiastic, motivated, and dynamic individual with apositive can-do attitude who is able to organise and co-ordinate a wide rangeof tasks often within tight timescales and work well under pressure. You willact as a face of the Practice and ensure patients receive a warmwelcome.
Working week will be 33 hours a week, Monday - Friday between the hours of 7:45 - 18:45. (exact working pattern to be confirmed)
We doreserve the right to close this advertisement early if we receive a high volume of suitableapplications.
Main duties of the job
Job Summary:
Responsible for the day to day running of the receptionand associated functions ensuring they are carried out in accordance withagreed procedures, protocols and time-scales, reporting to the OperationsManager as necessary.
Manage and support Patient Co-ordinators team,managing routine HR issues.
Ensure that all existing systems are functioningefficiently and effectively.
Provide feedback to the team about Practicematters, lead and chair Patient Coordinator meetings, attend other meetings asrequired.
To project a positive and friendly imagine topatients, other visitors, either in person or via the telephone.
To facilitate effective communication betweenpatients, members of the primary healthcare team, secondary care and otherassociated healthcare agencies.
Act as a role model to the Patient Co-ordinatorsteam, supporting, motivating and promoting staff relations.
To undertake a variety of administrative dutiesto assist in the smooth running of the Practice.
About us
Whitstable Medical Practice is a forward thinking single Practice PCN GP Practice based across 3 sites in the attractive harbour town of Whitstable. There are 26 equity partners and 6 Salaried GPs looking after 43,500 patients. We pride ourselves on our innovative approach to Primary Care. We are a training practice and run various in house contracts including Cataract surgery, Ultrasound, Dermatology, Physical Therapies and Audiology together with further community contracts, a Day Surgery Suite and an Urgent Treatment Centre with digital x-ray.
Job description
Job responsibilities
Job responsibilities:
Ensure adequate staffing levels: approve annualand other leave, and organise rotas ensuring all functions are covered asrequired liaising with the Deputy Surgery Manager.
Monitor staff attendance, sickness absence,undertake return to work interviews, liaise with Deputy Surgery Manager and HRteam as required, and proactively participate in performance review processwhen required.
Ensure all new Patient Co-ordinators receiveinduction and on-going training to agreed standards.
Undertake one, three and six month reviews.
Lead the annual appraisal process for PatientCoordinators ensure these are undertaken annually.
Oversee e-learning for the Patient Co-ordinatorsteam.
Deal with more complex enquiries from patientsincluding informal complaints relating to reception functions.
Work to proactively diffuse patient complaintsand avoid unnecessary formal complaint escalation.
Managing day to day issues that may arise withinthe team or with individuals.
Have a full understanding of the telephonesystems, daytime and out of hours.
Have a full understanding of the appointment system;supervise correct use of the appointment book.
Extend the appointment book for GP surgeriesincluding adding all relevant events: GP meetings, tutorials, late cover,annual leave, etc.
Oversee and delegate daily tasks.
Oversee the alterations or cancellations ofsurgeries and make alternative arrangements in emergency situations.
Ensure GP Emis workload is regularly monitored.
Be the first point of contact for GPs regardingany day to day issues.
Ensure GPs are marked in and out off office asrequired, ensure GP trays are marked away when GP is on leave.
Ensure new GP joining the Practice are madeaware of administrative procedures and given appropriate forms and guidance.
Ensure locum GPs are looked after: given locumpack, computer instructions, introduced to other Doctors, advised aboutfacilities, etc.
Provide hands on support to all reception staffand carry out any of the duties of WMP Patient Coordinator as detailed in theirjob description.
Lead recruitment process, participate in theselection and interview process.
Ensure notice boards in the waiting areas arekept up to date and that regular rotation of appropriate displays takes placeduring the year.
Proactively liaise with Facilities and Estatesofficer, Caretaker (NHS Property Services for WHC) and Cleaning Team for anymaintenance works required.
Be the first point of contact for otherdepartments and outside agencies.
Be familiar with Whitstable Medical Practiceprotocols and take part in their regular updating.
Participate in audits where appropriate orrequired.
Equality and Diversity:
The post holder will supportequality, diversity and rights of patients, carers and colleagues as described inthe Practice Equality and Diversity policy
Confidentiality:
In the course of seekingtreatment, patients entrust us with, or allow us to gather sensitiveinformation in relation to their health and other matters. They do so inconfidence and have the right to expect that all staff will respect theirprivacy and act appropriately.
In the performance of the dutiesoutlines in this job description, the post-holder may have access toconfidential information relating to patients and their carers, practice staffand other healthcare workers. All such information from any source is to beregarded as strictly confidential.
Health and Safety:
The post holder will assist inpromoting and maintaining their own and others health, safety and security asdefined in the practice Health and Safety policy, to include:
Assist in maintaining and adhering to Health andSafety Policies and Procedures
Be fully proficient in Health and Safetyprocedures and support staff in completing incident forms
Making effective use of training to updateknowledge and skills
Identifying the risks involved in workactivities and undertaking such activities in a way that manages those risks
Using appropriate infection control procedures,maintaining the work areas in a tidy and safe way and free from hazards
To evacuate staff and patients in the event of afire.
Personal professional Development:
The post holder with keep abreastof knowledge and legislation changes pertaining to the role. The post holderwill participate in any training programme implemented by the Practice as partof this employment, such training to include:
Participation in an annual performance appraisal
Taking responsibility for own development,learning and performance and demonstrating skills and activities to others whoare undertaking similar work
Safeguarding:
Whitstable Medical Practice is committed to safeguarding and promotingthe welfare of children, young people and vulnerable adults; and expects allstaff and post holders to share this commitment by understanding their role ineffective safeguarding.
The above list is not exhaustiveand may be subject to change as deemed necessary.
Person Specification
Qualifications
Essential
1. Good general education including minimum Grade C GCSE or equivalent in English Language and Maths or equivalent qualification.
Experience
Essential
2. Experience of managing a team.
3. Experience of working in a busy environment and working to tight deadlines.
4. Advance knowledge of Microsoft Office applications, including Word, Excel and PowerPoint.
5. Experience of working within a Team.
Desirable
6. Experience of working in a GP Practice or other NHS or health care setting.
7. Working knowledge of Docman.
8. Previous experience in organising staff rotas.
Skills and Abilities
Essential
9. Excellent communication, organisation, and problem solving skills, with the ability to work to tight deadlines.
10. Ability to communicate effectively with people at all levels by telephone, email and face to face.
11. Ability to multitask and prioritise tasks as required, flexibility to undertake urgent task as required.
12. Ability to promote good practices and motivate others.
13. Proven IT skills including the use of Microsoft office and other software packages.
14. Able to maintain confidentiality.
15. Ability to use own initiative, discretion and sensitivity.
16. Excellent customer service skills.
Desirable
17. Ability to allocate and re-allocate work as required.
18. Ability to work well under pressure, keep calm and be able to de-escalate situations.