Assistant to the Practice Manager

This role supports the practice manager in carrying out day to day activity and provides an element of cover and source of advice in the event of his / her absence.

The post holder will work closely with and under the direction of the Practice Manager to improve standards across a wide range of activities. The position is suitable for someone who wishes to demonstrate initiative and to develop problem-solving administrative and management skills. The post holder will be aware of statutory requirements and will assist in their implementation as directed by the Practice Manager.

There is a need to work closely with administrative, reception and clinical staff to ensure the smooth running of the practice, reporting any problems encountered to the relevant person. Excellent interpersonal, IT and organisational skills are essential.

Training requirements will be monitored by yearly appraisal. Personal development will be encouraged and supported by the practice. It is the individuals' responsibility to remain up to date with recent developments.

Principal Duties and Responsibilities

· To provide support to the practice manager in project work, and in the running of key systems and procedures

· To administer complaints as required under the direction of the Practice Manager

· To liaise with suppliers and tradesman as required to maintain practice facilities, stocks, and operations.

· To be familiar with and maintain relevant aspects of the practice software systems

· To be the first line of contact for HR matters in the event of the Practice Manager's absence under supervision by Partners

· To manage data quality issues, providing support and guidance to practice staff in the use of the administrative software systems.

· To undertake specific assigned tasks, project support, or development and change work which may arise from time to time.

Complaints Administration

• Logging all verbal and telephone complaints


• Acknowledging complaints and sending responses, communicating delays f needed


• Collating information needed to investigate and respond to complaints


Premises, Facilities and Equipment

• Solving day to day problems ensuring safety and continuity of service.


• Ensuring appropriate standards and maintenance of premises, facilities, and equipment to meet legal, regulatory, and contractual requirements.


• Obtaining quotes for contracts including telephony, photocopier, medical equipment, stock, vaccines, and supplies.


• Maintaining personal security and safety systems within the workplace according to practice guidelines.


• Maintaining standards of appearance, cleanliness, and hygiene throughout the building.


Information Technology

• Motivating and supporting staff in the best use of the practice's clinical computer system


• Keeping abreast of new technology and ensuring that Practice IT and telephone systems function effectively.


• Developing and maintaining a good working knowledge of Data Protection. and Information Governance


• Maintaining up to date NHS accounts, smart cards and other IT security for the Practice.


• Updating the practice intranet with current news, information, contact details and any other relevant information.


Patient Services

• Assisting with administering effective appointment systems.


• Assisting with surveys


• Supporting the Patient Participation and Reference Groups as required


Information Technology

The post-holder will have excellent practical knowledge of and enjoy using IT and assist the Practice Manager with the following requirements:

· To create and update the practice appointment systems.

· To assist with online tools

· To provide support and training for current and new staff in resolving simple problems with PCs and printers.

Other Administrative tasks

· To provide a personal assistant role to the practice manager as required

· Become involved with selected aspects of the Practice Manager's workload and be able to respond to information requests and updates as necessary, being able to run selected key tasks in the event of absence.

· 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.

Production of performance and quality information

· To ensure that documentation (electronic and paper-based) exists to support performance standards across the full range of performance-based activity.

· To assist in the production of information for audit

· To undertake ad-hoc work related to the performance of the practice under the guidance of the practice manager.

Data Quality

· To work within the clinical computer system to improve data quality, using the expertise of other data staff where appropriate.

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, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include:

• 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.


• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards


• Actively reporting of health and safety hazards and infection hazards immediately when recognised


• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role


• Undertaking periodic infection control training (minimum annually)


• Reporting potential risks identified.


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.


This role is a developmental position and the jobholder will be encouraged to develop personal and business skills.

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:

• Communicate effectively with other team members.


• Communicate effectively with patients and carers.


• Recognize people's needs for alternative methods of communication and respond accordingly.


Most instruction and communication of activity will be via the practice manager.

External communication will be with patients, Clinical Commissioning Groups and other NHS bodies, and other GP practices and service providers.

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.


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.


This is not intended to be an exhaustive list of responsibilities, and it is expected that you will participate in a wide range of activities.