A new role has been created to support the Practice Manager in all aspects of patient services to ensure efficient and effective delivery of services and communication. We are looking for someone who can work under pressure in an environment which requires flexibility and yet also have a thorough understanding of following protocols. You will have great patient management skills and an eye for detail to ensure our adherence to strict regulatory requirements.
Main duties of the job
Reporting in to the Practice Manager you will be required to implement new processes and engage with other members of the practice team to ensure the smooth and efficient running of our services. The key elements of the role include: Supervising reception and secretary operations Taking responsibility for the accuracy of patient data Leading on communications both internal and external Ensuring patients receive the most effective care with the resources that we can provide. About us
We are a small, friendly GP surgery with a commitment to excellence in delivering primary care. We have a hard-working team who strive to ensure that our patients are well looked after and have access to the services that they need. Job responsibilities
To support the Practice Manager in all aspects of patient services to ensure efficient and effective delivery of services and communication. Responsible and accountable to:
The Practice Manager KEY RESPONSIBILITIES: Reception Operations
Responsible for patient sign-posting knowledge, training and communication Manage day to day reception resources including overseeing the reception rota and ensuring adequate cover for the operation of the Beer and Townsend House sites Monitor skills matrices for staff and ensure training needs are met Provide ongoing training in telephony response, service provision, liaison with external agencies Medical Secretary Operations
Sending referral requests to hospitals and manage the referral process to ensure that it is timely and accurate Managing the referrals email inbox Responding to GP referrals tasks Respond to Subject Access Requests in a compliant timescale Ensuring that all external communications, electronic and paper, are appropriately coded, filed and actioned where necessary Respond to requests for patient medical data from external agents including solicitors, DVLA and insurance companies Be aware of regulatory and compliance requirements for safeguarding, data protection and access to medical records Prepare statistical reports/audits/analysis of data as required Provide cross-cover for leave with our specialist ENT secretarial role Manage the new patient registration process and ensure all steps are taken to identify safeguarding and prescribing requirements for new patient registrations Manage deductions from the medical records system and understand the impact on practice finances of deductions Be responsible for the accuracy of patient data including but not limited to; accuracy of personal information, visibility of information, home screen reminders Identify, categorise and code where relevant patient cohorts such as carers, veterans, care home residents etc Monitor safeguarding lists and ensure that they are accurate (with new additions and removal of historic safeguarding information) through liaison with usual GP Introduce initiatives to practice staff to improve data quality and communicate across clinical and non-clinical staff teams Document Workflow Management
Be responsible for ensuring the accurate and timely management of documents into the practice, including those received both electronically and physically Liaise with the PCN Workflow team to ensure that the protocol is up to date, any issues are identified and communicated quickly and GPs are confident in the process Support the Practice Manager with the administration of the PPG meetings, attending meetings where required Engage with the PPG to action initiatives, support membership recruitment and provide a point of liaison for queries Surgery Communications
Produce and circulate the Townsend Newsletter on a quarterly basis Manage the website content to ensure that it is compliant and up to date Manage the surgery social media to ensure that it is compliant and used appropriately Ensure that internal and external patient and staff communication is professional, appropriate and compliant Other Tasks
Provide support to the Practice Manager as required Knowledge and understanding of CQC compliance and its relevance to patient services Deputise for the Practice Manager in their absence Partake in audits as requested by the audit lead Maintain a working knowledge of local & national NHS initiatives This is not an exhaustive list and may change to reflect business needs. Person Specification
Qualifications
GCSE Grade A to C in English and Maths A levels/BTEC Experience
Experience of working in the NHS with knowledge and understanding of primary care Experience of working with a multi-disciplinary team Patient-facing experience or experience of working with vulnerable people An understanding of a regulated environment Confidence with technology including PCs, telephony, software and networks Fantastic organisational skills Scheduling and time sensitive workflow management Experience of SystmOne or equivalent Understanding of the role of CQC Other requirements
Flexibility in terms of working hours to fit with Practice requirements Enhanced Disclosure Barring Service check Evidence of continuing professional development Access to own transport Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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Reporting in to the Practice Manager you will be required to implement new processes and engage with other members of the practice team to ensure the smooth and efficient running of our services. The key elements of the role include: Supervising reception and secretary operations Taking responsibility for the accuracy of patient data Leading on communications both internal and external Ensuring patients receive the most effective care with the resources that we can provide. About us
We are a small, friendly GP surgery with a commitment to excellence in delivering primary care. We have a hard-working team who strive to ensure that our patients are well looked after and have access to the services that they need. Job responsibilities
To support the Practice Manager in all aspects of patient services to ensure efficient and effective delivery of services and communication. Responsible and accountable to:
The Practice Manager KEY RESPONSIBILITIES: Reception Operations
Responsible for patient sign-posting knowledge, training and communication Manage day to day reception resources including overseeing the reception rota and ensuring adequate cover for the operation of the Beer and Townsend House sites Monitor skills matrices for staff and ensure training needs are met Provide ongoing training in telephony response, service provision, liaison with external agencies Medical Secretary Operations
Sending referral requests to hospitals and manage the referral process to ensure that it is timely and accurate Managing the referrals email inbox Responding to GP referrals tasks Respond to Subject Access Requests in a compliant timescale Ensuring that all external communications, electronic and paper, are appropriately coded, filed and actioned where necessary Respond to requests for patient medical data from external agents including solicitors, DVLA and insurance companies Be aware of regulatory and compliance requirements for safeguarding, data protection and access to medical records Prepare statistical reports/audits/analysis of data as required Provide cross-cover for leave with our specialist ENT secretarial role Manage the new patient registration process and ensure all steps are taken to identify safeguarding and prescribing requirements for new patient registrations Manage deductions from the medical records system and understand the impact on practice finances of deductions Be responsible for the accuracy of patient data including but not limited to; accuracy of personal information, visibility of information, home screen reminders Identify, categorise and code where relevant patient cohorts such as carers, veterans, care home residents etc Monitor safeguarding lists and ensure that they are accurate (with new additions and removal of historic safeguarding information) through liaison with usual GP Introduce initiatives to practice staff to improve data quality and communicate across clinical and non-clinical staff teams Document Workflow Management
Be responsible for ensuring the accurate and timely management of documents into the practice, including those received both electronically and physically Liaise with the PCN Workflow team to ensure that the protocol is up to date, any issues are identified and communicated quickly and GPs are confident in the process Support the Practice Manager with the administration of the PPG meetings, attending meetings where required Engage with the PPG to action initiatives, support membership recruitment and provide a point of liaison for queries Surgery Communications
Produce and circulate the Townsend Newsletter on a quarterly basis Manage the website content to ensure that it is compliant and up to date Manage the surgery social media to ensure that it is compliant and used appropriately Ensure that internal and external patient and staff communication is professional, appropriate and compliant Other Tasks
Provide support to the Practice Manager as required Knowledge and understanding of CQC compliance and its relevance to patient services Deputise for the Practice Manager in their absence Partake in audits as requested by the audit lead Maintain a working knowledge of local & national NHS initiatives This is not an exhaustive list and may change to reflect business needs. Person Specification
Qualifications
GCSE Grade A to C in English and Maths A levels/BTEC Experience
Experience of working in the NHS with knowledge and understanding of primary care Experience of working with a multi-disciplinary team Patient-facing experience or experience of working with vulnerable people An understanding of a regulated environment Confidence with technology including PCs, telephony, software and networks Fantastic organisational skills Scheduling and time sensitive workflow management Experience of SystmOne or equivalent Understanding of the role of CQC Other requirements
Flexibility in terms of working hours to fit with Practice requirements Enhanced Disclosure Barring Service check Evidence of continuing professional development Access to own transport Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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