Deputy Practice Manager – Cheddar Medical Centre
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JOB DESCRIPTION
JOB TITLE: DEPUTY PRACTICE MANAGER
REPORTS TO: PRACTICE MANAGER
HOURS: 37.5 hrs per week
Job Summary
The Deputy Practice Manager (DPM) will work closely with Practice Manager to ensure we provide a timely and responsive service for the implementation and maintenance of all business, administrative, clinical, and patient services.
The DPM will have line management responsibility for administration staff and overview of Reception Supervisor to oversee practice staffing requirements and issues in those areas.
To be responsible to produce performance and quality standards within the practice. To manage data quality issues, providing advice and guidance to all practice staff in the use of the clinical system. To oversee the claims process for work undertaken as part of enhanced national or local services.
To act as practice administrator for both the clinical system and IT hardware issues, working closely with the ICB and Shared Services.
The DPM must develop a strong sense of team spirit, commitment, and enthusiasm through supporting all staff, exhibiting consistency, fairness, probity, and integrity.
Key Responsibilities:
Responsibilities will either be fulfilled personally or by effective delegation, and many will involve planning with the Practice Manager.
The DPM will address issues as they arise to keep the service running smoothly and ensure the key daily roles within the Practice are fulfilled. To achieve this, the DPM will develop the administrative teams and liaise with reception supervisor and clinical team members throughout the day to enable clear communications and team working throughout the Practice.
The DPM will be the primary contact to address patient complaints and will liaise with the Practice Manager.
The DPM will also work closely with the Practice Manager to further develop the financial performance of the Practice.
The DPM will monitor and claim payment for all Enhanced Services via CQRS system informing Practice Manager when done for prompt payment is received from NHS England/ICB.
The DPM will monitor and claim payment for all Extended Hours activities informing Practice Manager when done for prompt payment from ICB.
The DPM will deputise for Practice Manager on all Health and Safety issues as referenced in our Health and Safety Policy.
The DPM has higher access rights to EMIS, and other IT systems and so is held accountable to a higher standard of confidentiality than others.
Main Duties and Responsibilities
Deputise for the Practice Manager in their absence.
Work as a flexible member of the team to ensure the smooth running of the Practice and providing support to other team members when necessary.
Take responsibility for the management of the administration team and support the Reception Supervisor to ensure that operational objectives are delivered.
Ensure effective administration support and regularly monitor workflow within admin department.
Ensure that up to date Business Continuity Plan is monitored and has been developed with Practice Manager and distributed to all necessary parties.
Practice Lead for QOF, Enhanced Services and clinical recall, ensuring that recall systems are robust and up to date.
To perform searches and audits according to ICB/NHSE guidelines.
To support the practice with managing flu and COVID campaigns data, including identifying eligible patients and reporting vaccination uptake.
Create and maintain a practice policy register and ensure the reviews are completed appropriately
Staffing and People Management
Monitor annual leave of staff and maintain accurate records on Clarity Teamnet.
Alert the Practice Manager/Team Leaders of any staff shortage problems that may occur due to sickness or annual leave and be proactive in thinking of solutions to mitigate problems this causes to workflow/patient care.
Line Manager for Admin team.
Support Practice Manager in planning and coordinating recruitment needs.
Evaluate, organise and oversee staff induction and training and ensure that all staff are adequately trained to fulfil their roles.
Setting up new staff on relevant computer systems to their role and removing leavers. Ensure protocols for this are kept up to date.
Ensure joiner/leaver check list is fully completed.
Ensure all staff have completed their online training as required and this is logged on TeamNet.
Ensure updated records are held of staff addresses and next of kin.
Ensure return to work interviews are undertaken by the Team Leads and notify the Practice Manager of all staff absences.
Oversee weekly shift planning for administrative staff.
Ensure that all staff are legally and gainfully employed. Monitor skill-mix and deployment of staff.
Perform appraisals for administration staff and Reception Supervisor with Practice Manager on an annual basis.
In conjunction with the Practice Manager, undertake regular staff well-being reviews and ensure all staff understand their roles within the procedure.
Ensure all Practice staff are aware of the need for confidentiality, both of patient and Practice information.
Monitoring Practice Performance and Targets
To be aware of national, local and practice quality standards for chronic disease management.
To provide support to clinical subgroups in correctly identifying and targeting patients for assessment and treatment.
To ensure staff are aware of the importance of maintaining disease registers and assist in the validation process.
To provide advice and support for clinical sub groups and to produce regular reports on the progress of these groups in achieving their targets.
To assist in the production of information for clinical audit as requested by the clinical sub groups.
Data quality
To work with the ICB to validate patient information, performing regular checks and quality audits.
To be responsible for mapping patient information flows.
To provide support and training for current and new staff ensuring that data quality guidelines are understood and adhered to.
Practice administrator for clinical system
To oversee the administration of the clinical system system, ensuring staff compliance with practice procedures and protocols.
To ensure the clinical integrity of the system working with the ICB to implement their guidance.
To oversee the security and validation processes for the clinical system.
To provide advice and guidance to the practice in the change to becoming paper light.
To provide support advice and training for current and new practice staff in the use of the clinical system
Practice co-ordinator for IT hardware
To maintain an equipment log ensuring that CCG and practice owned equipment is readily identifiable.
To provide support and training for current and new staff in resolving simple problem with PCs and printers.
To liaise with CCG IT support department to resolve other hardware and software issues.
Strategic Management and Planning
Keep abreast of current affairs and identify potential threats and opportunities.
Contribute to Practice strategy; formulate objectives and research and develop ideas for future Practice development.
Work with Partners and Practice Manager in planning and setting strategic targets.
Undertake required tasks to meet the agreed aims and be wholly responsible for them.
Develop and maintain effective communication both within the Practice and with relevant outside agencies.
Financial Management
In Practice Manager absence upload payroll to Fairway. Appropriate training will be provided to monitor overtime forms and add to payroll spreadsheet.
In Practice Manager absence monitor regular day-to-day invoices/fees payments and authorise payments should this be needed.
Organisational
Convene meetings, prepare agenda for Admin meeting, write minutes/action points, and ensure distribution of minutes and that any staff that do not attend have received the minutes and acknowledge receipt.
Ensure that Practice premises are properly maintained and cleaned, and that adequate fire prevention and security systems are in place.
Ensure the procurement of Practice equipment, supplies, and services within target budgets.
Attend monthly IT meetings and report back to Practice Managers key information.
Develop Practice protocols and procedures, review and ensure that all changes to internal procedures are documented on relevant practice policy on Teamnet and relevant staff are notified.
Be familiar with all Reception competencies.
Ensure information about services are always available to patients.
Handle comments and complaints, investigating and reply as necessary.
Monitor surveys as required.
Safeguarding administrative lead – ensure all protocols are up to date and that minutes from meetings are distributed to appropriate team members.
Ensure the maintenance and premises logs are current and recorded on Teamnet. Liaise with outside suppliers who complete these services as necessary.
Confidentiality
While 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
Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
Health & Safety
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety policy to include (but will not be limited to):
Using personal security systems within the workplace according to practice guidelines
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, and initiate and manage the training of others
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
Reporting potential risks identified
Ensuring colleagues across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management
Maintain up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the whole practice
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 recognizes 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
Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development
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 issues of quality and risk
Assess own performance and take accountability for 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 patients’ needs
Effectively manage own time, workload and resources
Communication
The post-holder should recognize the importance of effective communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognize people’s needs for alternative methods of communication and respond accordingly
Contribution to the 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 audit where appropriate
