Vacancy: Deputy Practice Manager

Key Responsibilities include

• Proactive financial approach which includes financial reconciliation and monthly report creation of the practice’s income and expenses using Xero software
• Payroll and pension submissions
• Ensure timely payment of all bills and early invoicing
• Responsibility for the management and recording of petty cash
• Performing monthly, quarterly and yearly claims of reimbursables and credit control activities
• Responsibility for purchasing medical and non-medical supplies within set budget and Purchase Order creation. Checking all deliveries on arrival
• Line management of the clinical and non-clinical staff
• Proactively engaging with the work needed to ensure that all contractual outcomes are achieved. This includes running searches and delegation of work
• Optimising and creating systems that enhance the performance of the team
• Dealing with patient complaints in line with PHSO guidelines
• Dealing with reception queries
• Dealing with premises issues
• Undertaking recruitment of new staff when required
• Responsibility for the production of the clinical and non-clinical rotas and implementation of these. Ensuring adequate late notice sickness cover if needed
• Overseeing the experience and management of placement students and trainees
• Responsibility for teaching, training and protocol production of the non-clinical team and the clinical team where appropriate
• Recording sickness absence and undertaking return to work interviews
• Undertaking staff appraisals and creating action plans. Supporting growth and development in the non-clinical team. Consider where staff would benefit from internal and external training
• Support the growth of the practice’s list size
• Optimising retention of the team, consider wellbeing of the team and support to improve team cohesiveness
• Reviewing, actioning (after discussion with the Lead GP) and recording annual leave and study leave requests from the clinical team using Clarity TeamNet
• Reviewing, actioning and recording annual leave requests from the non-clinical team members using Clarity TeamNet
• Overseeing and ensuring that all workflow tasks on the EMIS system are dealt with efficiently and within a timely manner by means of appropriate delegation and support
• Monitoring of appointment availability and amending the clinical system to ensure capacity meets demand
• Preparing for and attending meetings where required
• Performing Health and Safety audits
• Booking and ensuring completion of mandatory training for the practice staff
• Cascading alerts to clinical staff
• Other tasks that assist the Practice Manager or Lead GP in the running of the practice

Key working relationships summary

Practice Manager & Lead GP

The Deputy Practice Manager will report to the Practice Manager & Lead GP for all general management responsibilities as indicated above to ensure the service delivery meets all contractual outcomes and regulatory standards.

Competencies

• Excellent understanding and experience of the financial aspect of primary care practice
• Good understanding of NHS pensions
• Excellent knowledge of EMIS
• Good HR knowledge and skills
• Excellent verbal and written communication skills
• Excellent attention to detail, organisational skills and able to complete tasks in a timely manner.
• Ability to prioritise and manage a varied workload
• Ability to work under pressure
• Confident and proficient in using Microsoft Office (Excel, Word, PowerPoint)

Communication

The post-holder should recognise the importance of effective communication within their role and will strive to:

• Communicate effectively with other employees to build positive relationships
• Be able to adapt their communication style where appropriate
• Work effectively with all functions to deliver the business aims

Confidentiality

• In the course of 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.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others’ health, safety, and security as defined in the Practice’s Health & Safety Policy, including:-

• Using security systems within the workplace according to Practice guidelines
• Identifying the risks involved in work activities and understanding 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
• 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 recognises the importance of people’s rights, interpreting them in a way that is consistent with company 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
• The post-holder will abide by the equal opportunities policy contained within the employee handbook

Complaints Handling

The post holder will lead on complaints handling with the support of the practice manager and the Lead GP. This will include, but is not restricted to the following

• Acknowledging patient complaints
• Follow up with patients (emails/telephones/SMS)
• Preliminary investigation of the complaint
• Compiling a response in line with PHSO guidance
• Updating practice complaints tracker
• Creating appropriate patient files within complaints folder
• Liaising with appropriate staff members

Communication

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognise people’s needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services

• Apply and create 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