Assistant Practice Manager

at  The Weardale Practice

Main Duties The successful candidate will support all aspects of the day-to-day running of the practice, with an emphasis on more complex queries from patients and staff, complaints, building maintenance, management of incoming emails to the practice management team & IT systems. The Assistant Practice Manager will lead on or assist the SPM with the below tasks to maintain the effective management of the practice. this list is not exhaustive and may be added to at any time and in agreement with the post-holder. Operational Support the Partners and Strategic Practice Manager (SPM) in the day-to-day operation of the practice, ensuring staff achieve their primary responsibilities and overall smooth running of the practice.
To provide support to the SPM in project work, and in the running of key systems and procedures. Take the lead on projects as agreed with the SPM To provide support to the SPM on the digital journey of the practice, maximising the use of current systems and new initiatives- such as system one, social media, eConsult, website, TeamNet, NHS App and online access. The post holder will be aware of the governance and various statutory requirements and will assist in implementation as directed by the SPM. There is a need to work closely with non-clinical and clinical staff to ensure the smooth running of the practice, reporting any problems encountered to the relevant person.
Support the SPM with the management of the practice risk register Support the SPM with the business continuity plans Premises Manage and maintain premises checks and register on teamnet Organisational Lead on the management of the practice email account, directing emails to the relevant team. Ordering stationery and uniforms Support the SPM with the management of the telephony system Attend, minute and contribute to regular practice meetings Assist with production and review of practice policies and procedures Deal with more complex enquiries and requests from patients Approve the release of medical records under SARS or AMRA Approve online access requests Update and complete all assigned Actions on TeamNet including premises checks, project actions and meeting actions. Finance Maintain the petty cash and prepare for reconciliation of the SPM on a month basis Contribute to the practice’s commitment for financial probity through the organisation Contribute to improving financial performance for the practice HR In the absence of the Admin/Reception Team Leader, provide first Line Management for all admin staff In the absence of the SPM, provider first line operational management for all clinical staff Participate in recruitment and selection of staff Carry out disciplinary process when required in support of the SPM Annual checks to be carried out to ensure all clinical staff hold professional registration and record on Teamnet. Support other Senior Administrators in managing locum cover and rotas in their absence Initiate the induction process and support the Senior Admin team and SPM in the induction for all new staff including medical students and Registrars Assist with production and upkeep of the Staff Handbook Arrange staff training sessions as appropriate to meet statutory requirement for staff training.
Monitor and update the HR checks on TeamNet Calculate and update annual leave entitlement on TeamNet Governance Work within the boundaries of practice policies and procedures Be mindful that all activities within practice impact on our patient population Work with colleagues to ensure compliance with CQC key lines of enquires Adhere to all Information governance policies and safety legislation. IT General Give access and set-up new user accounts on IT systems as listed in New Starter process Participate in data security audits Support the investigation of data quality issues raised by the practice team and maintain the relevant SIRM on teamnet Support the SPM to ensure IG protocols are adhered to by all staff Act as first point of contact for all IT issues that can not be resolved by the individual member of staff and take action as necessary Complaints & SIRM Handler To be the first line of contact for patients with respect to the complaints procedure and to take appropriate action as set out in the Practice complaints procedure, with the support of the SPM and Partners where appropriate. This includes reviewing complaints; working with colleagues to investigate; identify improvements; respond to patients in a timely and professional manner; actively participate in lessons learned; update policies/procedures where necessary Lead on all complaints and maintain the complaints register on TeamNet To be the first line of contact for SIRMs and to take appropriate action with support of relevant members of staff and/or the SPM where appropriate. This includes reviewing the events; and working with colleagues to investigate; identify improvements; respond to patients; actively participate in lessons learned; update policies/procedures where necessary Maintain the significant event register on TeamNet and SIRMS, providing advice to staff and briefing the team at meetings as required Collate suggestions for improvements in services through the Friends and Family feedback, social media, NHS choices, internal meetings, and other sources Production of performance and quality information: To undertake ad-hoc work related to the performance of the practice under the guidance of the practice manager.
Campaign Management Manage NHS campaigns, utilising NHS resources to educate patients Understand social and health demographics of patients to target campaigns effectively Manage promotional material on reception noticeboards Digital Be an ambassador for Digital with patients and colleagues in equal measure Act as the first point of contact for digital queries Troubleshoot for colleagues and patients Explore existing and new software opportunities to improve the patient journey and smooth running of the practice under the direction of the SPM Support the education of colleagues in line with implementation plans Supply data as needed for any projects within the practice or PCN Promote data and accuracy when new services are being developed and implemented with a focus on population health management.ie ensuring correct read codes are used Website Maintain the practice website Ensure all relevant policies and content is up to date Action incoming website forms from patients Ensure website adheres to NHS guidelines Social Media Maintain the practice Facebook page TeamNet Make use of teamnet as a communication tool both internally and externally 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, Taking responsibility for own development, learning, and performance and demonstrating skills and activities to others. Communication: The post-holder should recognise the importance of effective communication within the team and will: Communicate effectively with other team members. Communicate effectively with patients and carers Recognise needs for alternative methods of communication and respond accordingly. Most instruction and communication of activity will be via the SPM or Partners.
external communication will be with patients, other GP Practices, PCN, Fed, local Commissioning Groups, and other NHS bodies. 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. Other Personal tasks Dealing with patients, and contacts within the NHS and other practices, both in person and on the telephone.
Be generally involved in the administration of a small business

Please refer the Job description for details