Practice Manager Job Vacancy in South Tyneside, England, UK

Job description

Job responsibilities

Business & Finance

• Prepare annual business plans and reports, in accordance with the values, aims and objectives set out by the Partners
• Work with the Partners to identify a set of core values and an overarching vision for the Practice and implement these as the shared values/vision, thereby creating a common ground from which all staff can work collaboratively towards the same end goals
• As directed by the Partners, undertake tasks to support with Practice finances, including budgets, billing, and payroll
• Effect and maintain Practice insurance policies; public and third-party liability, employers liability, premises, and equipment, liaising as required with insurers and professional advisers
• To maintain files relating to insurance and the maintenance of essential Practice contracts required by law or good practice, ensuring that support contracts for necessary maintenance are in order
• Liaise with the local Integrated Commissioning Board and Integrated Commissioning Partnership, as directed by the Partners
• Keep abreast of developments within primary care and the wider NHS and identify any that may impact the Practice or individuals Partners, offering options for consideration
• Develop and enhance the Practices brand and public image, in partnership with the Partners

Patient Engagement

• In collaboration with the Partners, implement and maintain a robust complaint management procedure
• Coordination of and participation in Patient Participation Group
• Implement and maintain other systems to receive patient feedback, including compliments, suggestions, and satisfaction surveys
• Review and update Practice information leaflets, website, and notices (incl. practice publicity and health education material) and ensure that appropriate information is available to patients and staff
• Support the staff in any difficult contact with patients

Personnel & HR

• Line management of reception and admin staff and of the non-clinical aspects of nursing staff, ensuring compliance with Practice HR policy and procedure
• Manage the activities of all reception and admin staff, ensuring an effective service is provided
• Identify, propose, and implement a range of staff wellbeing initiatives in support of the overall employee experience and to ensure good levels of staff retention
• The recruitment, selection, and induction of employees, ensuring that initial Health and Safety instruction is provided
• Ensure all personnel records required are obtained and recorded in an accurate and timely manner
• Maintain records of staff training and immunisations including those required by the General Practice contract
• Communicate agreed Practice Policy to staff and introduce systems to support such policies
• Be responsible for an effective appraisal/personal development system and any resulting training or disciplinary procedures
• Ensure fair and consistent application of all personnel policies and procedures, including disciplinary and grievance procedures, ensuring the Practice meets its legal obligations
• Determine and maintain an efficient and cost-effective level of staffing and hours of work required for the running of the Practice, including arranging duty and holiday rotations
• Liaise with professional HR advisers as/when required for non-routine personnel queries

Information Technology

In collaboration with the Practices IT manager:

• Champion the use of IT solutions and clinical recording systems (incl. SystmOne)
• Organise any maintenance and/or developments to IT solutions, as required
• Supervise the preparation of the electronic appointments book, searches, data entry and data extract
• Coordinate and ensure the appropriating training and supervising of staff in the effective use of IT solutions and devices
• Ensure effective and proper systems management and administration
• Ensure the practice is compliant with data protection and information security legislation

Confidentiality & Data Protection

• Adhere to the Practices confidentiality agreement and associated policies
• Ensure the safe, secure, and appropriate handling of personal information and sensitive personal information, in accordance with legislation
• Maintain Privacy Notices for staff and patients
• Ensure all staff are aware of the importance of protecting any confidential information about patients, staff members or the public
• Ensure all staff are adhering to confidentiality best practice and challenge and non-compliance
• Deal personally with any confidential matter about the Practice or the Partners and reports to any official or professional body
• Creating a safe space for staff to discuss confidential and/or sensitive matters in support of their overall wellbeing and job experience

Quality

• Apply Practice policies, standards, and guidance to own work and work with other staff members to identify how these documents affect and can be applied to their work
• Create and manage an organisational risk register, ensuring all risks are assigned to an owner and that mitigating actions to reduce risks are implemented and maintained
• Investigate and analyse significant events/critical incidents and ensure learning is shared and implemented effectively
• Implement and manage an annual audit programme, ensuring that all audits (clinical and non-clinical) are conducted and that any learning/recommendations are shared and implemented appropriately and effectively
• Manage performance and quality management programmes
• Prepare reports for the Partners
• Prepare the Practice for any external inspection visits
• Support the personal development of staff
• Work with external auditors
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance

Communication

• Ensure effective internal and external communication, including being a point of contact for the Integrated Care Board, Primary Care Network , Care Quality Commission, Practice solicitor and accountant, and other bodies
• Recognise and champion the importance of effective communication within the team
• Strive to communicate effectively with other team members, patients, and carers
• Recognise the need for alternative methods of communication and act accordingly
• Promote Accessible Information Standards within the Practice and ensure systems and processes are implemented to increase access to information for patients and staff

Health & Safety

• Implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in Practice policies, manuals, and published procedures
• Ensure all Health and Safety statutory obligations and legislation are adhered to
• Ensure the Practice and its staff comply with Health and Safety statutory obligations and legislation
• Ensure all staff members understand their responsibility for health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management
• Be responsible for risk assessment, accident reporting and investigation
• Oversee the Practices approach to Infection Prevention Control, ensuring audits are completed as required, training delivered, general standards of cleanliness maintained, procedures followed, and risks/hazards identified and reported
• Maintain high standards of hygiene
• Undertake and review Health & Safety assessments (including disability), ensuring implementation of recommended improvements

Equality & Diversity

• Support the equality, diversity, inclusion, and rights of patients, carers, staff, and the public by acting in a way that recognises the importance peoples rights, respecting privacy, dignity, needs and beliefs of patients, carers, and staff, and behaving in a manner that is welcoming, non-judgemental and respecting of circumstances, feelings, priorities, and rights
• Administer all systems for fair employment and equal opportunities
• Develop Practice equality, diversity, and inclusion policy, in line with changing legislation and best practice
• Organise in-house courses on equality and diversity awareness
• Confront less obvious instances of discrimination such as bullying, teasing, harassment, or exclusion of individuals
• Identify any specific equality problems within the Practice and take action to solve them
• Check patient and staff literature to ensure diversity is reflected in examples and illustrations
• Carry out equality impact assessments regarding the provision of employment and services to patients

Personal & Professional Development

• Participate in any training programme implemented by the Practice in relation to this role
• Participate fully in the Practices annual appraisal process
• Be responsible for maintaining a record of own personal and/or professional development
• Identify and raise opportunities for own personal and/or professional development
• Take responsibility for own development, learning and performance
• Demonstrate skills and activities to others who are undertaking similar work

General

• Oversee daily operations of the Practice
• Ensuring office is opened and closed daily, as per established schedule
• Personally support the Partner(s) in matters relating to management
• Ensure compliance with all statutory and legal regulations
• Ensure security of personnel and property
• Be responsible for inventory and ordering of new stocks of medication supplies and medical equipment, delegating as appropriate
• Manage buildings, extensions, repairs, decorations, fixtures and fittings and maintenance of exterior
• Ensure Practice is up to date with all new developments
• Convene, attend, participate in and be responsible for the agendas and minutes of meetings, as required
• Support the Partners to ensure adequate medical cover, arranging Locums when necessary
• Ensure all administration records required are completed in an accurate and timely manner (including patient records)
• General office administration and reception cover if necessary
• Undertake other such duties as required by the Practice and/or the Partners, in light of the ever-changing environment and needs

Person Specification

Qualifications

Essential

• Qualification in leadership, or similar

Desirable

• Degree / qualification in business management, business administration or related fields
• Practice management qualification

Experience

Essential

• Evidence of continued learning and development at or towards management level
• Proven management experience
• Experience in staff management, including development of staff
• Practical HR experience
• Experience of liaising with external bodies
• Risk management experience
• Knowledge of Microsoft Office (including Excel, PowerPoint), internet and e-mail
• Experience in handling complaints and/or patient/client feedback

Desirable

• Proven management experience in the healthcare industry
• Knowledge of new GMS Contract and particularly the Quality and Outcomes Framework (QOF)
• Experience in overseeing health and safety of a team / service

Skills and Qualities

Essential

• If not from a healthcare background, the ability to transfer skills and knowledge to a new sector
• Excellent written and verbal communication skills
• Strong leadership and motivational skills
• Self-motivated and ability to motivate team members
• Able to develop and maintain positive working relationships with partners and employees
• A willingness to work with others and respect their views
• Honest and fairness in dealing with other people
• Ability to lead and work as a team
• Dynamic individual who can work on their own initiative
• Ability to manage a changing environment
• Ability to work under pressure
• Flexible to the challenging demands of a busy surgery
• Good financial skills
• Negotiating skills
• Exceptional organisational skills
• Confidence with information technology
• The ability to challenge the way things are and find better alternatives
• A commitment to the ideals of quality and fairness in delivering healthcare
• Capable of maintaining concise and accurate confidential records and documentation
• Professional approach always

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.