Operose Health are leaders in digital-first primary care providing high quality, accessible and resilient NHS services for our patients. We currently serve over 600,000 patients across 66 GP practices and in community services in ten locations.
We are proud to be an accredited Living Wage employer.
Job Description
Location: Wembley
To support the Practice Manager, in ensuring the smooth running of the practice.
Where required, develop efficient systems of management to include IT, Human Resources, Financial Management and to delegate tasks appropriately.
To promote the development and maintenance of a quality learning environment throughout the practice.
The post holder will be a member of the surgery management team with the delegated responsibility for overseeing the day-to-day operation of the surgery.
They will ensure the effective processing of all administrative work and appropriate liaison with the reception and administration team.
Lead the attainment of Local and National KPI’s, and APMS KPI’s.
To be considered for this exciting role you must have:
- Reception or customer care experience is essential
- Ability to lead and manage a team
- The person must be an excellent communicator both spoken and written
- Must have PC skills will be able to use basic Word, Excel and e-mail
- Must be able to work within processes/procedures
- Should be personable, polite and patient
- Needs to maintain confidentiality and data security
- Needs to apply common sense when dealing with situations which do not fit the norm
- Must be adaptable and comfortable dealing with changing priorities
- Must be flexible to work different shifts as required by business needs
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To deputise in the absence of the Practice Manager / Senior Manager for matters relating to staff welfare.
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To ensure effective supervise the work of the reception team and co-ordinate support services for other team members.
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To ensure rapid response to incoming telephone calls and ensure appropriate action is taken and messages are recorded and take immediate corrective action when needed.
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To identify training needs of reception staff and provide support in the achievement of the objectives of their personal development review.
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To lead the reception staff appraisal system using relevant templates and ensuring relevant, measurable and attainable objectives for staff.
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Identify own training and support needs, and work with manager to support them
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Lead reception meetings and positively contribute to the work of the management team. Attend Clinical Meetings to understand how the Clinical and Administrative team can work closely together.
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To ensure that leave is approved appropriately, and when too many staff have requested appropriately and fairly reject.
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To provide support to the clinical and nursing teams to ensure appropriate rotating and management.
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Provide detailed procedures for staff to perform tasks with consistency.
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To participate in new reception staff induction.
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Ensure all staff are compliant with the uniform dress code.
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To co-ordinate Practice Team Meetings in accordance with the agreed practice timetable.
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To regularly review the performance of reception staff in line with practice procedures.
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To ensure the fair allocation of holiday reception staff and ensure adequate cover during holiday, sick or study leave.
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To organise GP Locums as and when in accordance with Locum Procedures.
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Identify problems in staff performance and make appropriate records. Inform the Practice Manager / Senior Manager in accordance with employment policies and procedures.
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Monitor lateness, sick leave and unauthorized absences in the reception team in accordance with policies and procedures and provide monthly reports to the Practice Manager / Senior Manager.
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To minimise overtime worked by the reception/admin team and inform the Practice Manager / Senior Manager ensuring that this is within the financial restraints of the practice budget.
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Report to the Practice Manager / Senior Manager episodes of staff discipline or grievance, and assist with investigations.
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Market leading salary scales
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27 days annual leave plus bank holidays pro rata
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An opportunity to significantly develop your existing skillset
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Access to our bespoke learning management system
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Annual formative clinical assessments to support competency development
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Varied opportunities for career development within our wider organisation
If this sounds like you, do not hesitate to apply today!