Deputy Practice Manager

Career Choices Dewis Gyrfa Ltd; Worcester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A healthcare organization in Worcester seeks a Deputy Practice Manager to oversee the reception services and manage IT systems supporting patient care. Responsibilities include staff management, ensuring high standards of service delivery, and supporting the Practice Manager in achieving operational objectives. Ideal candidates will have strong communication skills and experience in healthcare management, along with a focus on training and staff development. This role offers an opportunity to impact patient services positively.

Qualifications

• Experience in a managerial role within a healthcare setting is essential.
• Strong communication skills for liaising with patients and staff.
• Ability to manage and implement IT systems effectively.

Responsibilities

• Deputise for the Practice Manager when necessary.
• Oversee the reception services ensuring staff meet responsibilities.
• Support the implementation of digital-first primary care initiatives.

Skills

Staff management

Communication

IT troubleshooting

Training and development

Tools

NHS systems

Clinical systems

CRM software

Job description

Primary Responsibilities

The Deputy Practice Manager will:

• Deputise for the Practice Manager in their absence.
• Oversee the reception services of the practice; ensuring staff achieve their primary responsibilities.
• Line manage all reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training.
• Completing staff appraisals as required.
• Identify and deliver training when required.
• Develop, implement and embed efficient reception processes and procedures.
• Responsible for staff holidays and making note of absences.
• Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice.
• Provide initial guidance and advice to patients who wish to complain.
• Monitor telephone system to ensure telephone is being answered in a timely manner.
• Support the Practice Manager in the development of CQC readiness.
• Prepare agendas, take minutes as appropriate.
• Keep the practice manager informed of any matters arising or problems.
• Provide a point of contact for building and estate issues including telephone systems, maintenance schedules and works and reporting issues.

IT Responsibilities

• To support the practice with the implementation of The NHS Long Term Plan in relation to introducing digital-first primary care.
• To ensure systems are in place for patients to have online and video consultations.
• To ensure patients have online access to their full record.
• To ensure that the practice is offering and promoting electronic ordering of repeat prescriptions.
• To provide support advice and training for current and new practice staff in the use of the clinical system.
• To make sure all new staff are set up appropriately, i.e. passwords, smartcards, ICE access etc for accessing the computer systems.
• To give patients access to online correspondence.
• To be the main contact point for IT software and hardware updates working closely with computer support staff at Computa Center, EMIS, Egton, Docman, Accurx, Crescendo, Black Pear and the IBS.
• Perform the role of ‘trouble shooter’ to timely solve user and system problems.
• Develop and support innovative and robust IT systems for quality patient care.
• To manage the surgery website, NHS Choices and any other social media marketing programmes to aid the promotion of Albany House Surgery.
• To support the Practice Manager to develop the use of the Accurx text messaging service and the Wi-Fi initiative to streamline communication processes and advance the patient appointment system and practice campaigns such as NHS health-checks and the flu campaign.
• To provide IT and telephony support for all hardware and software within the Practice.
• To enter appointment sessions onto the computer system.
• To work with the Practice Manager to maintain good relationships with the PPG (Patient Participation Group), liaising with the group to help further improve services for patients.
• To ensure that communication (CAS) alerts received from organisations such as IBS, NHS England, NHS Public Health are disseminated to relevant Practice staff and a record of action taken logged accordingly.
• To support the Practice Manager in the use of the electronic policy system (IQ Manager) and help to update and maintain accordingly disseminating policies to staff.
• Monitor the Quality and Outcomes Framework (QOF) data, maximising prevalence and securing maximum achievement through regular liaison with Practice Manager and partners.
• Manage the overseeing patient call and recall systems.
• To be responsible for patient online access.