job description and person specification assistant practice manager … · job summary the post...
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Date of Issue July 2016 V 1.1 - 1 -
Date of Review July 2018
Approved by Business Manager
Job Description and Person Specification
Assistant Practice Manager (2016)
Reporting structure Responsible to: The Business Manager Hours of work
Up to 37 hours a week, Monday to Friday to be flexible in order to fit in with the needs of the practice opening times or future opening times. Minimum requirement is 30 hours per week. Contract type Temporary or Permanent Contract Start date
As soon as possible Location Blackburn Road Medical Centre, Blackburn Road, Birstall, WF17 9PL and also our branch surgery which is located at Birkenshaw Health Centre, Town Street, Birkenshaw, BD11 2HX The post-holder is required to travel independently between practice sites, and to attend meetings etc hosted by other agencies. Annual leave 27 days annual leave plus public and bank holidays, pro rata for part time. Consideration may be given where current leave exceeds this. Study leave You will be required to attend training courses from time to time. Study leave is provided to all posts Salary
Starting salary circa £21,000 to £23,000pa FTE, pro rata for part time, negotiable depending on qualifications and experience. Medical Defence Cover/Indemnity
Not required covered under practice policy Pension Scheme NHS Pension Scheme (auto enrolment unless opted out)
Date of Issue July 2016 V 1.1 - 2 -
Date of Review July 2018
Approved by Business Manager
Liaises with
Patients, clients and visitors to the practice
Members of the reception & primary care team
Clinical Team
The Clinical Commissioning Group and its employees
Community Services and care providers and their employees
Local hospitals and pharmacies
Statutory organisations JOB SUMMARY The post holder is an experienced manager and leader of staff, either an experiences NHS Manager or experience gained is a busy customer facing, highly confidential environment. They will excellent service, leadership and project management skills. They will hold a good level of academic qualification as outlines in the specification. They will demonstrate safe, professional decision-making and expert care for patients within the general practice. They will work collaboratively with the multi-disciplinary general practice team to meet the needs of patients, supporting the delivery of policy and procedures, and providing leadership where required. In order to work at this level, full enhanced DBS clearance must be met. 1. SCOPE AND PURPOSE OF THE ROLE
To support the Business Manager in ensuring the smooth running of the practice.
Where required, help develop efficient systems of management to include IT, Human Resources, Financial Management and to delegate tasks appropriately.
To promote the development and maintenance of a quality learning environment throughout the practice.
Date of Issue July 2016 V 1.1 - 3 -
Date of Review July 2018
Approved by Business Manager
To be responsible for the production of performance and quality standards within the Practice by following Care Quality Commissioners (CQC) guidelines
The post holder will be a member of the surgery management team with the delegated responsibility for overseeing the day-to-day operation of the administration departments of the surgery.
2. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
See person specification
3. PRIMARY DUTIES & AREAS OF RESPONSIBILITY
Human Resources Payroll
To deputise for the Business Manager in completion and maintenance of relevant documentation and payroll processing including accurate records and payments made on time
Recruitment clinical and non-clinical staff
To support the Business Manager in all processes pertaining to the recruitment of clinical and non-clinical staff in accordance with Policies and Procedures, especially in their own team.
Staff Leadership
To deputise in the absence of the Business Manager for matters relating to staff welfare.
To effectively supervise the work of the administration team, working with the Lead Nurse and Reception Team Leader.
To identify training needs of staff and provide support in the achievement of the objectives of their personal development review.
To participate in the staff appraisal system
Identify own training and support needs.
Attend meetings and positively contribute to the work of the management team.
To regularly review the performance of staff in line with practice procedures.
To ensure the fair allocation of holiday and ensure adequate cover during holiday, sick or study leave.
Monitor performance implementing improvement, reward and recognition
Date of Issue July 2016 V 1.1 - 4 -
Date of Review July 2018
Approved by Business Manager
Administration
To oversee the claims administrator and process for work undertaken as part of enhanced national or local services.
To ensure the maximum points are achieved for the Quality Outcome Framework (QOF).
Implement effective processes in relation to: childhood imms, vaccinations, registration and deductions, referrals, patient letters, recalls, enhanced services, consumable ordering, facilities management and locum booking
To participate in and lead audits.
To observe and adhere to governance requirements
To report all accidents/untoward incidents promptly to the line manager and to the incident reporting portal as per the local guidelines.
To respond to and resolve, as far as possible, patient queries. These may be face to face or by telephone.
To undertake continuing education to keep abreast of current health trends/initiatives (Continuing Professional Development). Patient Services
To ensure high standards of customer service to patients and visitors to the practice and on the telephone at all times.
To identify efficient ways of working for patient service benefit
Participate and lead where appropriate on patient services
Keep up to date with local service provision; represent the practice at external meetings to establish effective relationships with local patient representative bodies.
Complaints
Follow complaints policy.
Work with relevant personnel to issue a response where delegated to Finance
To actively support and participate in the practice development plan and practice contract to ensure that maximum practice income is generated.
Date of Issue July 2016 V 1.1 - 5 -
Date of Review July 2018
Approved by Business Manager
Manage the team responsible for;
Ensuring the completion and return of all claims and monitoring levels
Logging, invoice, remittances and reconcile with payment in accordance with the practice protocol.
Adherence to the practice protocol for incoming and outgoing petty cash.
Fortnightly reconciliation of accounts
Adherence to ordering and invoicing protocols
Maintaining account records
Information Technology
To be fully competent in the system specific IT Training competencies
To assess, monitor and implement plans to ensure the achievement of targets, enhanced services through team management
To participate in and contribute actively to all components of the automation of services
Practice Development – through team management
Participate in monitoring performance and data collection as necessary.
Participate and contribute in all NES/DES/LES and other practice quality standards as determined by the practice and its contractual framework.
To attend all practice meetings as requested
You are required to participate, contribute and lead the development and implementation of the QoF programme
Critically analyse actual or potential risks to ensure effective management.
Report incidents to the Business Manager.
To disseminate information to staff and represent the views of the management team appropriately.
To ensure that the work of the reception team complies with the practice governance policies.
Enhance the patient liaison role through partnership working with agencies, charities and services for patients, growing the local PPG group
Education
To develop with the Business Manager individual practice timetables for students placed at the practice and ensure these meet and are in accordance with the course curriculum.
Date of Issue July 2016 V 1.1 - 6 -
Date of Review July 2018
Approved by Business Manager
Premises
To ensure through team that the building security is maintained – have thorough knowledge of practice shut down procedure and setting of alarms.
Key holder.
To work with the Business Manager and team to ensure the implementation of the practice health & safety policies.
Other tasks
To undertake any other reasonable tasks as allocated by the Business Manager and/or Partners
This job description reflects the immediate requirements and objectives of the post and is not exhaustive.
SPECIAL WORKING CONDITIONS
The post-holder may have contact with body fluids ie,; urine etc while in clinical practice.
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 the health, safety and security of themselves and others as defined in the practice Health & Safety Policy. This includes:
Using personal security systems within the workplace according to practice guidelines (e.g. panic buttons).
Date of Issue July 2016 V 1.1 - 7 -
Date of Review July 2018
Approved by Business Manager
Identifying the risks involved in work activities and undertaking 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.
Identifying and reporting potential risks as appropriate.
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 people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
Personal and Professional Development In addition to maintaining continued education through attendance at any courses and/or study days necessary to ensure that professional development requirements are met, the post holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post holder will strive to maintain quality within the practice, and will:
Alert other team members to Governance issues, quality and risk issues and participate in Significant Event Analysis reviews.
Date of Issue July 2016 V 1.1 - 8 -
Date of Review July 2018
Approved by Business Manager
Assess their own performance and be responsible and accountable for their own actions, either directly or under supervision.
Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance.
Work effectively with individuals in other agencies to meet the needs of patients
Effectively manage their own time, workload and resources. He or she will also contribute to the overall team working of the Practice putting the needs of the Practice first.
Communication The post holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members.
Communicate effectively with patients and carers.
Recognise people’s needs for alternative methods of communication and respond accordingly.
Dress Code
To adhere to the uniform policy. Contribution to the planning and implementation of services
The post holder will:
Apply practice policies, standards and guidance.
Discuss with other members of the team how the policies, standards and guidelines will affect own work.
Participate in audits where appropriate.
Date of Issue July 2016 V 1.1 - 9 -
Date of Review July 2018
Approved by Business Manager
Work with the Partners and Management Team to achieve standards of quality, performance standards, budgets and targets without compromising levels of patient healthcare.
Contribute towards the development and implementation of new standards, policies and procedures that are and will be required of GP Practices both now and in the future as directed by relevant bodies such as the NHS, DoH, SHA, CCG, and as recommended as best practice or as mandated by new legislation etc.
Work with the Partners and Management Team to ensure standards set by the CQC are met.
Contribution to the ongoing implementation of Services and Practice Development: The post-holder will:
Apply practice policies, standards and guidance.
Discuss with other members of the team how the policies, standards and guidelines will affect own work.
Participate in audit where appropriate. Hepatitis B immunisation
The postholder must either be Hepatitis B immune or be willing to undergo an immunisation course. The employer will pay for any such initial course and any further booster courses which may be deemed necessary to ensure the employee is adequately protected against Hepatitis B. If such a course is undertaken and the employee is found not to be Hepatitis B immune at the end of the course (i.e. the employee has not developed the necessary antibodies to be considered immune) then the employee may either resign from their position giving one week’s notice of their intention to do so, or sign a disclaimer indemnifying the partners and the practice for any such eventualities as a result of the employee not being Hepatitis B immune.
Date of Issue July 2016 V 1.1 - 10 -
Date of Review July 2018
Approved by Business Manager
11. JOB DESCRIPTION AGREEMENT
This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post-holder commensurate with the position. This description will be open to regular review and may be amended to take into account development within the Practice. It is important that all members of staff are prepared to take on additional duties or relinquish existing duties in order to maintain efficient running of the practice. The practice reserves the right to re distribute duties and functions amongst members of staff from time to time and requests for such changes shall not be reasonably refused. Jobholder’s Signature:………………………………… Date:……………………… Line Managers Signature:………………………. Date:……………………… Line Mangers Name : ……………………………….. Position : …………………
Date of Issue July 2016 V 1.1 - 11 -
Date of Review July 2018
Approved by Business Manager
Person Specification Attributes Essential Desirable How Identified?
Experience Minimum of 3 years’
experience in Healthcare
Setting
Previous staff management
and leadership experience –
managed a team of 5 or more
staff in a pressurised
environment
Experience of dealing with
members of the public.
Working within a complex organisational environment. Working as part of a team to complete a shared goal Customer service focused
Experience of dealing with
patients
Good understanding of
Primary Care
Application
Interview
Date of Issue July 2016 V 1.1 - 12 -
Date of Review July 2018
Approved by Business Manager
outlook
Knowledge and Understanding IT Literate including
experience in using Word and
Excel and clinical systems
Comprehensive Knowledge of
QOF and CQC
A wide ranging understanding of the NHS particularly in relation to the assessment of standards and delivery of quality initiatives A good understanding of QOF
Application
Interview
Date of Issue July 2016 V 1.1 - 13 -
Date of Review July 2018
Approved by Business Manager
Practical and Intellectual Excellent verbal and written
communication skills.
Excellent organisational and
time management skills.
Ability to work autonomously
and initiate/self-manage own
workload.
Application
Interview
Disposition Attitude and
Adjustment
Sensitive to the needs of others and has an awareness and responsiveness to other peoples feelings and needs Values differences; regards people as individuals and appreciates the value of diversity in the workplace Able to work as part of a team,
Able to develop, establish and maintain positive relationships with others both internal and external to the organisation.
Application
Interview
Date of Issue July 2016 V 1.1 - 14 -
Date of Review July 2018
Approved by Business Manager
co-operating to work together and in conjunction with others and willing to help and assist wherever possible and appropriate.
Positive attitude to dealing with change; flexible and adaptable, willing to change and accept change and to explore new ways of doing things and approaches Highly motivated, reliable and ability to lead the team Has a strong degree of personal integrity; able to adhere to standards of conduct based on a sense of right and wrong and be dependable and reliable
Date of Issue July 2016 V 1.1 - 15 -
Date of Review July 2018
Approved by Business Manager
Circumstances – Personal Flexible approach to work.
Ability and willingness to adopt a flexible approach to work on the occasions it may be required. Be able to travel between the practices sites
Car owner / user Application
Interview
Education, Training and
Qualifications
Must be willing to participate in any relevant training identified to develop skills required to carry out duties Educated to A-level standard
or NVQ equivalent.
Training on SystmOne Relevant IT qualification (e.g. ECDL). Educated to Degree level
Application
Interview
Date of Issue July 2016 V 1.1 - 16 -
Date of Review July 2018
Approved by Business Manager
Physical
Smart, clean, professional appearance Able to undertake the demands of the post with reasonable adjustments where required.
Application
Interview
Date of Issue July 2016 V 1.1 - 17 -
Date of Review July 2018
Approved by Business Manager
GP Partners
Business Manager
Lead Nurse
Nurses and Healthcare Assistants
Reception Lead
Medical Receptionists
Assistant Manager
Secretary Team
Data Team
Admin Assistant
Salaried GPs and ACPs
Date of Issue July 2016 V 1.1 - 18 -
Date of Review July 2018
Approved by Business Manager
Assistant Practice Manager
Secretarial Team Referral Issue and Management
Discharge letter issue
Implementation and automation of referrals
Minutes and action management: Significant Events and Safeguarding
Data Team
Rota Management and Locum Booking
Enhanced Service Management
QOF
Data Management and Claims
Administration
Facilities Management
Finance invoice and remittance processing
Consumable management
Patient Liaison and PPG – patient services