Admin Team Leader in Manchester

Salford Primary Care Together are looking for someone to join the Little Hulton team in a Team Leader position. The main focus of the Team Leaders will be to ensure all sites operate safely and smoothly; lead and supervise the teams of administrational and reception staff in the delivery of excellent customer care whilst upholding the core values of Salford Primary Care Together.

Responsible for the management, performance, development and motivation of the reception staff. To ensure all admin systems and procedures operate effectively and efficiently; and make sure the Clinical Teams are properly supported to ensure excellent delivery of care for the practice population.

Main duties of the job

The main purpose of the role is to take on the line management responsibility for the administrative team at Little Hulton. To support the site Clinical Lead in day-to-day running and planning of the site, ensuring excellent, safe and effective patient care, whilst empowering and developing the site admin staff.

About us

SPCT is a community interest company which runs 3 GP practices across Salford. Our Values are:

• Collaboration: We achieve more, better and faster by harnessing the strengths of all stakeholders in the system.
• Innovation: We try new approaches without fear.
• Compassion: The care of local people is at the heart of everything we do.
• Learning: We reflect on our actions and seek knowledge to improve.

We expect everyone to work in a way which reflects our Values.

Job responsibilities

Responsibilities for Human Resources

• To line-manage administrational staff in line and support of the Deputy Practice Manager/Practice Manager.
• Ensure all staff within the administrative team have regular supervisions and annual appraisals.
• Provide relevant coaching, support and feedback to staff in line with company policies and procedures.
• Ensure all new starters complete induction training and keep starter packs up to date.
• Ensure company policies are followed and accurate records are kept with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths.
• Work with the Clinical Lead to ensure smooth running of the site and providing administrational support to the clinical teams.
• Co-ordinate rotas of admin staff and leave requests to ensure the smooth running of all sites and services.

Communication and Leadership

• To provide day-to-day support, leadership, first line management and guidance for the practice reception and administration team, ensuring an efficient and professional manner is maintained and to provide cover to the reception team when needed.
• Communicate effectively with patients, staff and external agencies.
• Be the first point of contact for any patient complaints, ensuring ownership and effective resolution.
• Involve patients in the planning and improvement of the service by carrying out a quarterly PPG and other methods of gaining feedback.
• Maintain excellent communication with all management team.
• Attend management meetings and site meetings.

Team Support and Management

• Responsible for coaching, training, development and motivation of all administrational and reception staff in your team.
• Conducting supervisions, appraisals, and formulating development plans across each member of the administrational/reception team.
• Ensuring SMART objectives are set for each team member in relation to their roles and responsibilities.
• Conducting and managing relevant absence management processes where applicable.
• Responsible for promoting and continual improvement in the surgery through shared learning with the support of Deputy Practice/Practice Manager.
• Ensuring all processes and policies are adhered to in line with SPCT values.
• Participate in the recruitment and selection process of new staff in support of the Clinical Leads and Deputy Practice Manager.
• Manage and deal with day-to-day needs, difficulties and requirements of the clinical staff.
• Ensure all new starters complete a thorough induction process.

Health & Safety

• The post-holder will manage their own and others health & safety and infection control as defined in the Practices Health & Safety Policy, the Practice Health & Safety Manual, and the Practices Infection Control Policy and published procedures.
• Comply with Practice health and safety policies by following agreed safe working procedures.
• Actively report health and safety hazards and infection hazards immediately when recognised.
• Keeping work and general areas clean and tidy, and using appropriate infection control procedures to keep work areas hygienic and safe from contamination.
• Awareness and compliance with national standards of infection control, hygiene, regulatory/contractual/professional requirements, and good practice guidelines.
• Reporting incidents using the organisations Incident Reporting System.
• Using personal security systems within the workplace according to Practice guidelines.
• Making effective use of training to update knowledge and skills.
• To maintain good housekeeping of the admin and reception areas.
• To maintain the security of the building by ensuring staff, visiting staff and visitors are signed in/out.

Operational Duties

• Responsible for maintaining KPIs around delivery of service to patients.
• Responsible for undertaking the various roles and responsibilities, of which form part of the administrational functions.
• Responsible for actively leading and co-ordinating the administrational functions to deliver support to all shared services and employees.
• Working with the Deputy Practice Manager analysing the service provided and improving processes to ensure optimum productivity and efficiency.
• Responsible for Health and Safety of all employees and patients at the site.
• Responsible for adhering to various legislation and compliance requirements at all times.
• Responsible to co-ordinate and manage administrational rota and leave requests.
• To ensure work allocation is completed and requests are completed, such as Home Visits, requests from 111.

Planning and Organisation

• Work with the Deputy Practice Manager and administrational staff to ensure sufficient levels of service to meet the needs of patients.
• Play a lead role, leading by example at all times.
• Effectively organise and plan daily/weekly workload to ensure deadlines are met.

Administrational

• Responsible for providing regular updates around performance of the site across deliverable KPIs to the Deputy Practice Manager.
• Working with the Management Team when undertaking new projects.
• Responsible for ensuring company policies are followed and accurate records are kept at all times.
• Responsible for providing regular updates to the Management Team around the progress against individual project areas.

Partnership Working

• Work with other members internally and externally to ensure integrated service delivery for patients.
• Represent the company in a positive manner at all times.
• Work with the Management Team to develop new services and opportunities for patient and service delivery.

Analysis and Data Management

• To monitor, evaluate and manage all service processes and protocols to ensure all staff are familiar and observe them.
• Work with the Management Team to formulate new policies and processes and set-up systems for Implementation.

Information Management

• Have full understanding of front end system and process.
• Have a clear understanding of all software and hardware and telephone systems.
• Provide direction and support to administrational staff in use of systems.
• Produce and monitor site data to ensure targets are met.

Governance

• To report significant events as per SPCT procedure.
• Work with other teams on improving the quality of service and patient care, in response to local and national policies and initiatives as appropriate.
• Support and participate in shared learning across the practice and wider organisation.
• Manage, review and identify learning from complaints, incidents and near-miss events relating to the practice, team and self.
• To work within the policies and protocols of SPCT and be familiar with these.

Finance & Managing Resources

• Responsible for managing resources such as stationary and ordering efficiently.

Personal & Professional Development

• Salford Primary Care Together encourages all staff to continually update and develop their skills and knowledge, as this ultimately leads to a more satisfied workforce and therefore better services for our population.
• Taking responsibility for own development with relevant evidence-based knowledge and competence in all aspects of the role to meet clinical governance guidelines for and a Personal Development Plan (PDP).
• Subject to a performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Work to deliver the NHS contract requirements related to the practice (including the terms of the Quality and Outcomes Framework and locally enhanced services).

Policies and Procedures

• Comply with all SPCT policies and procedures, identifying improvements where appropriate.
• To uphold the confidentiality of all records held by SPCT, whether they are patient records, employee records or management information.
• To work within Calidcott principles and SPCT's information governance policies and protocols.

Safeguarding responsibilities

Safeguarding is everyone's responsibility. Employees must at all times have regards for the need to safeguard, inclusive of modern-day Slavery and Human Trafficking and promote the welfare of children and adults at risk in line with legislation. Employees of SPCT must follow all safeguarding policies and procedures and reporting mechanisms to raise safeguarding concerns and keep up to date with safeguarding training as required.

Person Specification

• Shares and upholds the values of Salford Primary Care Together.
• Able to work as part of a team.
• Committed to providing patient-centred care.
• Flexibility to move around sites and cover early morning and late evening shifts as required.
• Clean Driving Licence/Use of a car.

Qualifications

Experience

• 2 or more years leadership experience in a customer focused environment.
• Experience of leading, managing, coaching teams to achieve high standards of customer care.
• Experience and knowledge of Microsoft packages.
• Experience of working autonomously, taking initiative and managing own workload.
• Excellent communication skills both written and verbal.
• Previous Clerical or Receptionist experience.
• Previous experience in a customer focused busy environment.

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.