Practice Manager

Townhill Community Surgery

The closing date is 31 March 2021

Job overview

Full-time Practice Manager required to support our Business Manager and GP partner in the smooth and efficient running of the practice.

We are a busy and expanding GP surgery with a list size of just under 7000 patients. We have a dedicated team of support staff who help us to provide high quality patient-centred primary care.

We are looking for a dynamic and positive individual with strong inter-personal skills and proven experience of effectively managing teams to meet their full potential.

You will have experience of working at management level in primary care and a proven ability to manage a myriad of tasks and responsibilities whilst maintaining a positive and enthusiastic attitude.

Main duties of the job

Job summary:

Provide leadership and management skills to enable the practice to continue to provide high quality, personal primary care for their patients in a safe, effective, efficient and profitable environment.

Job responsibilities:

The main focus of this role is the operational management of the practice. This job description covers the major areas of practice management but the requirements of the role are constantly evolving.

You will need to have primary care management experience including extensive HR experience and knowledge.

You will also need experience of premises management including health and safety and risk management as well as experience of managing payroll and pension scheme administration.

Strong leadership skills and excellent communication skills required as is an ability to work autonomously and manage work workload effectively.

About us

We are a busy and expanding GP practice working out of modern purpose-built premises with a supportive and cohesive support team who strive to provide high quality patient care to the local population.

We have a culture of developing our people and adopting innovative and new ways of working.

Job description

Job responsibilities

Job summary:

Provide leadership and management skills to enable the practice to continue to provide high quality, personal primary care for their patients in a safe, effective, efficient and profitable environment.

Job responsibilities:

The main focus of this role is the operational management of the practice. This job description covers the major areas of practice management but the requirements of the role are constantly evolving. The following list of responsibilities is not designed to be exhaustive, but serves to illustrate the scope of the role.

Operational management and planning

The post holder will take responsibility for the operational management and planning of the practice, including:

• Monitor and evaluate performance of the practice team against objectives; identify and manage change effectively
• Develop and maintain effective communication both within the practice and with relevant outside agencies
• Seek active involvement in commissioning activities as directed by the Practice Business Manager

Targets & NHS Initiatives

In consultation with the Practice Business Manager the post holder will:

• Oversee the management of QOF to meet agreed targets

• Manage all enhanced services ensuring service & income optimisation

• Manage Care Quality Commission registration

• Monitor any locally or nationally commissioned incentive schemes

• Monitor/manage any other quality &/or financial incentives

Financial management

The post holder will assist the Practice Business Manager in the financial management of the practice, including:

• Manage practice budgets as set by the Practice Business Manager and seek to maximise income
• Understand and report on the financial implications of contract and legislation changes
• Assist with any financial book-keeping as deemed appropriate by the Practice Business Manager
• Monitor and reconcile income and expenditure statements and purchase/sales ledger transactions
• Manage and monitor PAYE for practice staff and maintain appropriate records
• Manage contributions to the practice pension scheme(s) and maintain appropriate records
• Manage appropriate systems for handling and recording of cash and cheques and petty cash.

Human resources

The post holder will take responsibility for human resources, including:

• Oversee the recruitment and retention of staff and provide a general personnel management service

• Ensure that all members of staff are legally and gainfully employed. Monitor skill-mix and deployment of staff

• Manage staffing levels

• Evaluate, organise and oversee staff induction and training, and ensure that all staff are adequately trained to fulfil their role

• Develop and implement effective staff appraisal and monitoring systems

• Support and mentor staff, both as individuals and as team members

• Implement effective systems for the resolution of disputes and grievances

• Keep abreast of changes in employment legislation

• Maintain up-to-date HR documentation (including job descriptions, employment contracts and employment policies)

• Oversee the practices HR database, ensuring that it is used to best effect

• Line management of all practice staff

Organisational

The post holder will take responsibility for the organisation of the practice, including:

• Develop practice protocols and procedures, review and update as required
• Ensure that practice premises are properly maintained and cleaned, and that adequate fire prevention and security systems are in place
• Manage the procurement of practice equipment, supplies and services ensuring optimal value for money
• Develop and review health & safety policies and procedures and keep abreast of current legislation
• Ensure risks are assessed and managed appropriately
• Arrange and maintain appropriate insurance cover
• Ensure that the practice has adequate business continuity and resilience in place
• Oversee appropriate maintenance for practice equipment
• Oversee the practices audit timetable, ensuring that the practice strives to continually improve its systems and processes

Patient services

The post holder will take responsibility for patient services, including:

• Adopt a strategic approach to the development and management of patient services
• Act as the practices Complaints Officer, dealing with all verbal and written complaints
• Ensure service development and delivery is in accordance with local and national guidelines
• Ensure that the practice complies with NHS contractual obligations and CQC standards in relation to patient care
• Maintain registration policies and monitor patient turnover and capitation
• Oversee and/or develop and manage an effective appointments systems
• Routinely monitor and assess practice performance against patient access and demand management targets
• Develop and implement an effective complaints management system
• Oversee patient satisfaction surveys and analysis of results

Information management and technology

The post holder will take responsibility for information management and technology, including:

• Evaluate and plan practice IT implementation and modernisation
• Keep abreast of the latest development in primary care IT
• Motivate, support and monitor staff in the use of IT; organise, oversee and evaluate IT training
• Set targets and monitoring standards for data entry and data collection
• Ensure that the practice has effective IT data security, back-up, maintenance and disaster recovery plans in place
• Liaise with the CCG regarding systems procurement, IT funding and national IT development programmes.
• Ensure that the practices website is current, effective and fit for purpose
• Ensure the practices compliance with the GDPR and FOI along with other relevant legislation and professional information management standards such as GMC/BMA and LMC guidance

Relationship Management:

The post holder will take responsibility for partnership matters, including:

• Manage and maintain credibility with all key external stakeholders including, but not limited to, the PCN, to foster a culture of collaboration, and promote inter-service learning to drive continuous improvement

• To take an active role in the development and embedding of the practices culture, values and reputation as providers of high-quality services.

• Develop and deliver a staff communication strategy

• Represent the practice at meetings, in the community and to the media as required

• Listen and act on staff feedback from the frontline to build staff trust by adopting a proactive and facilitative approach

• Provide coaching and support to team leaders so they can effectively manage and lead their own teams

Person Specification

Key attributes

Essential

• Approachable
• Empathetic
• Tactful and diplomatic
• Trustworthy and reliable
• Flexible and adaptable
• Ability to adapt and modify management style as appropriate
• Assertive
• Professional demeanour
• Ability to lead and motivate
• Able to plan and organize own time and workload and cope with last minute changes.
• Organizing others work patterns to meet changing demands in practice
• Work pattern unpredictable and multi-tasking required.
• Able to deal with exposure to distressing circumstances, or highly emotional events
• Able to cope with exposure to aggressive behaviour
• Able to manage own emotions and personal resilience

Key skills

Essential

• Strong leadership skills
• Excellent communication (oral and written) and inter-personal skills
• Able to work well under pressure
• Negotiating skills
• Delegation to ensure teams meet targets and objectives
• Able to work autonomously & initiate/self direct workload
• Able to work well as part of a team
• Excellent time management and ability to prioritise
• Solutions focused approach
• Able to manage conflict
• Able to network with external colleagues
• Able to ensure confidentiality
• Able to manage change
• Conflict management experience
• Coaching and mentoring skills

Experience

Essential

• Primary care management experience
• Managing staff and teams
• IT applications, including MS Office
• Premises management, including health and safety and risk management
• Extensive HR experience including staff performance, disciplinary and grievance procedures
• Experience of managing services within a budget
• Management of payroll and pensions
• Experience of dealing with complex patient complaints
• Experience of CQC regulatory requirements

Desirable

• Knowledge of EMIS clinical system
• In-depth knowledge of quality and outcomes framework
• In-depth knowledge of audit cycles and quality monitoring

Qualifications

Essential

• Degree or equivalent qualification
• Evidence of continuing professional development

Desirable

• Postgraduate management qualification

Employer details

Employer name

Townhill Community Surgery

Address

Wessex Road

West End

Hampshire

SO18 3RA

Employer's website

https://www.townhillsurgery.nhs.uk/