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Job titleOffice ManagerLine managerOperations ManagerAccountable toBusiness ManagerHours per week37.5Job summaryTo be responsible for the efficient management and direction of the administration and reception team, ensuring all duties are performed effectively and to the required standard, meeting the objectives of the practice.To support the management team in promoting quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development, and to carry out other duties as directed by the management team.Primary key responsibilitiesThe Office Manager is responsible for:Overseeing the administration and support operations of the practice, ensuring staff achieve their primary responsibilitiesLine managing all administrative and reception staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory trainingTo act as a role model, demonstrating and promoting the standards expected by the practice and creating the energy and enthusiasm for the service. Supporting, motivating and promoting good staff relations.Work with the management team on the implementation of projects, ensuring changes are communicated to staff and training arranged when required.Assist with change management, especially around IT systemsSupport the operations manager with recruitment, including induction.Completing staff appraisals as requiredUndertake return to work interviews, notifying management of any anomalies.Assisting with the management of staff HR filesAwareness of systems to ensure compliance with CQC regulations standards and to notify the management when there is noncompliance.Identifying and delivering team training where requiredCompiling the weekly reception rota.Coordinating the provision of reception and admin staff, ensuring sufficient cover is provided for periods of leave and other staff absencesCo-ordinate staff to ensure all tasks are completed on a daily basis, ensuring Standard Operating Procedures are understood and adhered to.Allocate day to day tasks to reception team members equitably and efficientlyEnsure communication systems are running smoothly, doctors and reception staff are kept fully informed of changes in procedures.Oversee use of the phone system, ensuring adequate cover during busy periods. Using reports to ensure calls are being answered in a timely manner.Reviewing and updating all administrative and reception policies and procedures as requiredParticipate in the significant event analysis pathway where required.Supporting the management team in the compilation of practice reports and the practice development planDeveloping, implementing and embedding efficient office processes and procedures to adhere to extant legislationTo have oversight of the appointment templates and highlight any difficulties with planning. Ensuring all leave is reflected.Supervise correct use of the appointment system, ensuring appointments are being booked correctly.Monitoring waiting times for services and alerting the management when lists are forming.Ensure tasks and workflow are completed within the suggested timeframe, giving staff protected time to complete.Be responsible for mapping patient information flowsProviding initial guidance and advice to patients who wish to verbally complainActing as building fire marshal, ensuring evacuation lists are current and that the visitors’ log is used appropriatelySecondary responsibilitiesIn addition to the primary responsibilities, the Office Manager may be requested to:Deputise for the operations/deputy practice manager during periods of absencePartake in audit as directed by the audit leadMaintain meeting schedule. Coordinate and produce meeting agendas and record the minutes of meetings when requiredSupport the practice manager in the maintenance of the practice website and social media accounts when requiredChampion continuous improvement, encouraging staff to participate and make suggestions for CI initiativesAssist with QOF targetsSchedule and take minutes for the Patient Participation Group meetings when requiredGeneric responsibilitiesAll staff at Newton Place Surgery have a duty to conform to the following:Equality, Diversity & Inclusion (ED&I)A good attitude and positive action towards ED&I creates an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do and it is required by law.Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.Safety, Health, Environment and Fire (SHEF)This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others, and to cooperate with employers to ensure compliance with health and safety requirements.All personnel are to comply with the:Health and Safety at Work Act 1974,Environmental Protection Act 1990,Environment Act 1995,Fire Precautions (workplace) Regulations 1999Coronavirus Act 2020Other statutory legislation which may be brought to the post holder’s attention.ConfidentialityThis organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times.It is essential, if the legal requirements are to be met and the trust of our patients is to be retained, that all staff protect patient information and provide a confidential service.Quality and Continuous Improvement (CI)To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but of how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.Newton Place Surgery continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.InductionAt Newton Place Surgery you will be required to complete the induction programme and the practice management team will support you throughout the process.Learning and developmentThe effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in and complete mandatory training. It is an expectation for the post holder to assess their own learning needs and undertake learning as appropriateThe post holder will undertake mentorship for team members, and disseminate learning and information gained to other team members, to share good practice and inform others about current and future developments (e.g., courses and conferences).The post holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning.Collaborative workingAll staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team.Teamwork is essential in multidisciplinary environments, and the post holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working, while working effectively with others to clearly define values, direction and policies impacting upon care delivery.Effective communication is essential and all staff must ensure they communicate in a way which enables the sharing of information in an appropriate manner.All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence.Plans and outcomes by which to measure success should be agreed.Managing information All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care, and presenting and communicating information.Data should be reviewed and processed using accurate SNOMED/read codes to ensure easy and accurate information retrieval for monitoring and audit processesService deliveryStaff will be given detailed information during the induction process regarding policy and procedure.The post holder must adhere to the information contained within the organisation’s policies and regional directives, ensuring protocols are always adhered to.SecurityThe security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.Under no circumstances are staff to share the codes for the door locks with anyone, and they are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and passwords are not to be shared.Professional ConductAll staff are required to dress appropriately for their role.The person specification for this role is as detailed:Person specification – Administration/Office/Reception ManagerQualificationsEssentialDesirableEducated to A-level/equivalent or higher, with relevant experienceYesGCSE English (C or above) and at least three othersYesAMSPAR qualificationYesNVQ Level 2 in Health and Social CareYesLeadership and/or management qualificationYesExperienceEssentialDesirableExperience of working with the general publicYesExperience of administrative dutiesYesExperience of working in a healthcare settingYesExperience of leading/managing a teamYesExperience of providing appraisal writing and staff developmentYesSkillsEssentialDesirableExcellent communication skills (written and oral)YesStrong IT skills (generic)YesClear, polite telephone mannerYesCompetent in the use of Office and OutlookYesEMIS user skillsYesEffective time management (planning and organising)YesAbility to work as a team member and autonomouslyYesGood interpersonal skillsYesProblem solving and analytical skillsYesAbility to follow policy and procedureYesPersonal qualitiesEssentialDesirablePolite and confidentYesFlexible and cooperativeYesMotivatedYesPositive attitudeYesForward thinkerYesHigh levels of integrity and loyaltyYesSensitive and empathetic in distressing situationsYesAbility to work under pressureYesOther requirementsEssentialDesirableJob Types: Full-time, PermanentSalary: From £30,000.00 per yearBenefits:Company eventsCompany pensionFree parkingOn-site parkingSick paySchedule:8 hour shiftDay shiftMonday to FridayWork Location: In person