JOB TITLE: Medical Receptionist

THE ROYAL CRESCENT AND PRESTON ROAD PRACTICE Job Description, Knowledge and Skills

JOB TITLE: Assistant Practice Manager

LOCATION: Royal Crescent and Preston Road Practice

RESPONSIBLE TO : Practice Manager

SALARY: £ 27,000 to £ 33,000 for 37 hours per week (pro rata)

MAIN PURPOSE OF THE POST

 Provide personal administration services to the Practice Manager (Practice Secretary role)  Deputise all functions of the Practice Manager when not available, providing cover and a source of advice.  Work with the Practice Manager to improve quality across a wide range of clinical and administrative activity  Provide HR services and support to management colleagues and partners as necessary to enable the smooth, efficient running of the practice  Joint management of the nursing team with the Practice Nurse Team Manager  Complaints Manager  CQC administration role

JOB RESPONSIBILITIES

Partnership / Practice operation  Regular review of the Partnership agreement as a binding legal document with incorporation of amendments and ensuring signed agreement from all partners  Organise amendments to legal documents relating to property ownership as a result of partnership changes  Prepare confidential partnership meeting agendas using an agreed structure, produce accurate and timely minutes and ensure all actions are tracked to implementation  Ensure all appropriate professional registrations are in place and current  Ensure adequate indemnity and locum insurance is in place, suggest improvements as appropriate  Plan and implement the practice meetings timetable, ensuring minutes of all meetings are completed and stored in the shared folder in a structured manner and that actions are completed  Produce the practice on call rota, being aware of equity amongst all partners  Oversee GP leave, manage calculation of allowance and booking rules and process  Organise attendance at external meetings monitoring diaries and availability  Provide administration services for CQC registration, be fully familiar with all registration requirements and ensure these are complied with. Monitor practice performance against these requirements, identifying any areas requiring action together with suggestions for improvement  Keep up to date with all external communications to the practice, including CCG updates. Cascade and action as appropriate  Organise practice development and social events  Develop the corporate identity and image of the practice

Risk Management  Act as Complaints Manager for the practice taking responsibility for the process ensuring policies and protocols are in place and reflect relevant national and local guidance. Coordinate the annual review of complaints ensuring that learning is shared across the practice.

Assistant Practice Manager JD Page 1 of 5 May 2017  Take responsibility for the significant event reporting process ensuring that learning is shared on a regular basis and that any agreed actions are completed. Report events that meet certain criteria to the appropriate external organisation.  Safeguarding – working with the lead GPs be responsible for ensuring policies and protocols are in place and reflect relevant legal and other guidance. Administer the practice process for sharing learning.  Monitor implementation of and compliance with the practice infection control policies, working with the practice lead nurse  Alerts - responsible for the administration of the practice process

Human Resources  Ensure that the practice “family tree” is kept updated and reflects the current organisational structure  Responsible for the practice recruitment process and providing HR support to the management team and partners including guidance on employment law  Maintain up to date HR documentation for recruitment, job development and performance management including policies, job descriptions, employment contracts and personnel folders for all staff  Ensure that all relevant checks are carried out on staff including identity checks, references, professional registration, DBS etc.  Administrate the practice policy for appraisals and contractual job reviews including creation and retention of appropriate documentation  Responsible for ensuring that all staff have access to appropriate induction and training and that the practice meets mandatory requirements. Monitor implementation of the practice training plan and ensure that the necessary records are maintained.  Practice policies – responsible for implementing and maintaining the corporate structure of the practice shared drive for storing policies including practice templates. Ensure that policies are reviewed on a regular basis and that changes are communicated to staff  Manage the employment of Registrars and locums

Nursing Team (with Practice Nurse Team Manager)  Responsible for managing clinic rotas, holiday rotas and monitoring capacity and demand  Coordinate the appraisal and revalidation processes to ensure that protected time is made available and that appropriate documentation is retained.  Provide administrative support for the training, development and performance management of the nursing team identifying needs according to agreed competency frameworks and the population needs of the practice  Implement infection control policies and procedures with lead nurse  Provide administrative support in nurse staff meetings producing agendas and minutes in a timely manner

ADDITIONAL RESPONSIBILITIES OF THE ASSISTANT PRACTICE MANAGER This post is a key post within the management structure of the practice and as such also has the following overarching responsibilities:  To maintain effective liaison with the Practice Manager on all areas of responsibility and to immediately report any difficulties or shortcomings in agreed standards and criteria  Undertake training where relevant to the tasks and responsibilities associated with the job and under the direction of the Practice Manager  Perform any duty specifically delegated by the Practice Manager as being properly the responsibility of the Assistant Practice Manager  To conduct oneself in a professional manner maintaining, courtesy, discretion and patience at all times

Assistant Practice Manager JD Page 2 of 5 May 2017 The tasks and responsibilities in this job description may change in the light of developments within the surgery or practice and are subject to review.

KNOWLEDGE AND SKILLS

1. Communication Communicate with a range of people on a variety of potentially difficult matters and in sometimes difficult situations. Communication will take place by way of meetings, phone calls, written communication and E- mails. Provide and receive routine, sensitive, confidential, contentious and complex information. This will require tact, reassurance, persuasiveness and negotiation skills. Empathy and insight are required during communication with patients and staff. Recognise the need for alternative methods of communication to overcome different levels of understanding and cultural background.

2. Time Management Prioritise, organise and manage own workload in a manner that maintains and promotes quality. Deal with frequent and unplanned interruptions to planned workflow.

3. People and Personal Development Take responsibility for own learning and performance and contribute to the development of others. Support staff development in order to maximise potential. Actively promote the workplace as a learning environment, encouraging everyone to learn from each other and from external good practice. Encourage others to make realistic self-assessment of their application of knowledge and skills, challenging any complacency. Support pastoral care within the practice in an environment of openness and honesty and be proactive in intervention where problems can be anticipated.

4. Team working Work as an effective and responsible team member, supporting others and exploring new ways of working. Delegate clearly and appropriately using assessment of competence.

5. Service Improvement Appraise, interpret and apply suggestions, recommendations and directives to improve services. Keep up to date with local and national initiatives within the health and social care economy.

6. Quality Maintain quality in own work and encourage others to do so.

7. Equality and Diversity Support equality and value diversity.

8. Leadership Lead by good example with particular emphasis on self-belief, self-awareness, self-management, drive for improvement, personal integrity, empowering others and collaborative working.

Assistant Practice Manager JD Page 3 of 5 May 2017 CONFIDENTIALITY

Access to medical records is governed by the Caldicott principles and is only allowed when there is a justifiable purpose that has been approved by the practice. Any information gained about a patient must not be shared with a third party either within the practice or outside unless that patient has given their consent

The practice has a strict policy concerning confidentiality and any breach of the requirements will be regarded as gross misconduct and as such will be grounds for dismissal, subject to the provision of the disciplinary procedure.

The Data Protection Act (1998) and Computer Misuse Act (1990) also render an individual liable for prosecution or a civil claim in the event of unauthorised disclosure or modification of electronically stored information.

SAFEGUARDING

Our organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and post holders to share this commitment.

Legislation places a statutory duty on all organisations and professionals to work together in the interest of protecting children, young people and vulnerable adults. All healthcare professionals, including those staff and volunteers who work within a healthcare setting have a duty to safeguard and support the welfare of children, young people and vulnerable adults and this practice is committed to this principle. The practice will provide training and induction programmes to include safeguarding to all existing and new staff and volunteers to promote these aims and raise awareness of the duties and responsibilities it places on our staff.

All health professionals working directly with children, young people and vulnerable adults should ensure that safeguarding and promoting welfare forms an integral part of all stages of the care they offer. Other health professionals who come into contact with children, young people and vulnerable adults, parents and carers in the course of their work also need to be aware of their safeguarding responsibilities.

Assistant Practice Manager JD Page 4 of 5 May 2017 PERSON SPECIFICATION FOR POST OF ASSISTANT PRACTICE MANAGER

Essential Desirable

Education and Educated in IT, Maths and English to a Management qualification Qualifications reasonable level

Experience Minimum 3 years in a management role Working in a corporate environment, NHS or other in HR function Leading a team Compiling policies and protocols Project management and development experience Corporate administrative experience –meeting organisation, minute taking

Knowledge IT – Word, Excel, Outlook, Publisher Powerpoint Corporate IT systems not necessarily NHS HR policies and procedures

Skills Leadership and people skills Ability to interpret and analyse complex statistical information Excellent customer care skills Touch typing Assertiveness, tact and diplomacy Lateral thinking Communication skills, both written and verbal Ability to absorb complex information and communicate it effectively to others Negotiation and conflict management skills Ability to prioritise workload and meet deadlines, organisational skills Change management, resource management

Personal Confidentiality, honesty and integrity Attributes All embracing with kindness, compassion, caring and a patient-centred approach Positive “can do “ attitude, prepared to go the extra mile Self-directed working, responsive and highly motivated Innovative and creative Flexible and enthusiastic Team player able to work across boundaries with a collaborative approach and open to personal evaluation Calm approach, resilience and a sense of humour under pressure

Assistant Practice Manager JD Page 5 of 5 May 2017