Job description
Job Description & Person Specification
Position:
Team Leader- GP Practice
Division:
LLR
Location:
GP Practices
Reporting to:
Assistant Practice Manager
Purpose of the Role
The post holder will support the Assistant Practice Manager in the day to day running of the Practice and be responsible for the Administration teams output and delivery of all Practice administration tasks whilst delivering an excellent Patient service. They will carry out all Administration functions and be the role model in all reception tasks. The post will be split between 70% administration & reception duties and 30% leading the team The post holder will ensure the continuing provision of first class support of the GP Practices (Leicestershire) Division. The post holder will be part of a multi-professional/skilled team including clinical staff and support staff providing accessible services to the population across Leicestershire.70
The role will be based in Leicester but may require travel to other bases within LLR. The post involves both in and out of hours work.
A commitment to a quality service and excellence in all that Derbyshire Health United undertakes are integral to the role and the development of the service.
The post holder will participate in promoting and advancing Derbyshire Health United Ltd.
Key Success Measures
1. Compassion - We show kindness, consideration and understanding in everything we do - and
demonstrate our caring nature to our patients, people and communities
2. Accomplished -We are available day and night – a responsive, adaptable, professional NHS partner, providing the best advice, care and treatment for every individual.
3. Respectful - We recognise the value that individual and team differences bring - welcoming views, listening, being honest, and learning from others’ experiences.
4. Encouraging- We believe everyone matters, so we inspire confidence in others - promoting ‘speaking up’, fostering career long learning and development and supporting improvement ideas
Key Areas of Responsibility & Accountability
Performance of the Service:
5. To ensure that the service maintains operational efficiency at all times through correct allocation of resources, within budget restrictions.
6. To ensure that they are the super user for all Administration and Reception tasks. To be a role model for the team.
7. To identify desirable changes or modifications and deliver process enhancements in line with the Assistant Practice Manager and improvements to support the business development.
8. To support the Assistant Practice Manager as necessary implementing changes to support the delivery of services.
9. Identify, make recommendations and seek approval from the Assistant Practice Manager of any efficiency that could be made within the provision of service to facilitate quality improvement within the organisation.
10. Deal appropriately with instructions and queries and escalate to senior management where appropriate.
11. Co-ordinate the working processes to ensure the quality standards are met and assist staff as required to maintain the highest level of service.
12. Manage the Practice provision, working practices, equipment and stock to provide the highest level of patient service.
Operations Management
13. To liaise with the Assistant Practice Manager to ensure staff resources are planned efficiently and all shifts are filled with the appropriately trained staff.
14. Coordinate any administrative tasks supporting the reception function, as required.
15. Where appropriate allocate manpower plans to support extended access, supporting staff and ensuring services work within agreed guidelines resolving issues where necessary
16. Maintain and provide detailed and accurate management information as requested
17. Assist in the preparation of reports, presentations and papers for the consideration of Management as required.
18. Assist in conducting and recording regular risk assessments across the service to an agreed time schedule and take the appropriate action to ensure safe systems and areas of work.
19. Organise / conduct appropriate staff training sessions to ensure compliance with Company mandatory training
20. Promotion of a positive health and safety culture throughout the department.
21. To carry out regular audits of team performance and elements of the service.
22. Manage ‘live’ real time enquiries from reception & Clinical staff such as sickness, IT and estate
23. Manage Systym1 appointment slots and queries from reception & Clinical staff regarding patient appointments.
Leading of Operational Staff
24. Keep the team fully informed of changes in relation to service delivery and duties including organisational policies, ensuring effective communication systems within the team, including monthly staff meetings.
25. Maximise the performance and development of Operation staff in conjunction with the APM
26. Assist the Assistant Practice Manager in recruitment, training and development of the team.
27. Support staff in completing time sheets for accurate and onwards submission to Assistant Practice Manager
28. Support the APM in the conducting of return to work reviews.
29. Ensure that all staff are maintaining DHU values and standards.
General Duties
30. Adhere to all procedures, protocols and other relevant memoranda as appropriate.
31. Be the responsible in leading the team, including creation and communication of protocols.
32. Attend training and meetings as and when required to do so by the Management team.
33. Maintain strict confidentiality in relation to all issues concerned within the service and adhere to DHU policy ensuring staff are aware of their obligations.
34. Notify the appropriate Line Managers of any circumstances which may affect the provision of a high quality service.
35. Organise and prioritise effectively own work schedule and work schedule of immediate reports, to ensure operational excellence with minimum supervision.
36. Deal with matters raised under the complaints / incidents procedure / protocol and using the procedure / protocol when answering queries and complying with requests from the Clinical Governance team for statements and information requests within the specified timeframe.
37. Keep the Assistant Practice Manager fully informed of all problems and developments within the team.
38. Ensure compliance with the department budgets as relayed by the APM
39. Keeping our patients, the public and ourselves safe and well is part of every role in DHU. To maintain high levels of safety all staff are encouraged to openly report incidents.
40. Oversee training of new members of staff within the department to ensure the maintenance of a high quality service.
41. Adhere to Health and Safety Policy.
42. Co-ordinate the cleanliness, maintenance and associated paperwork for the site.
43. Answering all queries in a timely, efficient and courteous manner
44. Develop team meetings for constructive feedback on Service provision and corrective actions.
45. Liaison with external site services staff and all DHU Central staff
46. Complete monthly statistics, targets and reception briefing sheet for Assistant Practice Manager
Communications and Working Relationships
47. Staff within DHU and related organisations
48. Clinical and managerial staff within the service
49. Clinical and other appropriate staff in local primary and secondary care services
50. Staff within other departments of the organisation
51. Out of Hours and other related services within the local health authorities
52. Support all Team Leaders at other GP Practice
53. As you will expect the organisation may change from time to time and you will be expected to meet the operational requirements.
54. Any other reasonable duties as required from time to time.