THE LANSDOWNE SURGERY
JOB DESCRIPTION
Job title:OPERATION SUPERVISOR
Reporting to:Practice Manager
Directly
Accountable to:Practice Operations Manager
Practice Objectives:To provide accessible, prompt and professional health care for the patients attending our Surgeries.
Job Holder’s Objectives:To provide premises support to the Practice Manager
To efficiently manage the practice appointment system
To manage leave requests from Reception staff
To manage specified elements of IT expertise
To bank cheques and cash according to practice protocols
To provide induction programmes for all staff as requested
Responsible for:Self
Working Conditions:Office based/Non Smoking environment
Core Principles
To ensure confidentiality of information (written, oral and electronic) is preserved at all times whether at or away from work
To follow practice procedures to ensure that Caldicott Guardian and Security requirements are met at all times
To follow procedures to ensure compliance with the Data Protection Act 1998
To follow all practice protocols concerned with the maintenance of ethical practice
To support and participate in initiatives to ensure a safe and healthy environment for all practice users. This includes following procedures to ensure the control of potential hazards to health and safety
To respect, support, contribute to and take personal responsibility for implementing commitment to Diversity and Equality of Opportunity
To contribute to a culture of continuous improvement
To deal with complaints promptly and according to organisational protocol
To perform duties to standards required by the practice in accordance with quality assurance
To demonstrate commitment to Continuing Professional Development
To demonstrate computer literacy
KEY RESPONSIBILIITES
1.PREMISES SUPPORT
Performance will be satisfactory when the following has taken place:
- Premise maintenance is arranged as per instructions of the PM
- Quotations are sought two months before renewal dates from locum and building insurance
- Quotations are compared against each other and recommendations made to the Practice Manager
- Other research to support premises management is undertaken at the request of the PM or Partners
2.APPOINTMENT MAINTENANCE
Performance will be satisfactory when the following has taken place:
- Appointment sessions are maintained according to the agreed Practice arrangements taking account of annual and study-leave, extended hours sessions and staff absences as on the practice calendar
- Appointments are added to the system every week
- Appointments are added to the system for up to 6 weeks in advance and no less than 4 weeks in advance. Individual sessions are organised in good time and patients notified where necessary eg. Retinal screening projects.
- Routine appointment availability is checked every other day. If routine appointment availability rises to more than 3 days, the matter is raised with thePM
- Routine appointments are monitored and embargoes used to maintain availability wherever possible at three to four working days
- SMART CARD ADMINISTRATION
Performance will be satisfactory when the post holder:
- Registers and trains in the use of new SMART cards within two months of starting work
- Informs and deregisters staff on the day of leaving employment with the Practice
4.LINKS
Performance will be satisfactory when the post holder:
- Ensures that registrations /deductions etc are kept up to date and liaise with practice staff to ensure transfers in / out, temporary residents, emergency patients and deaths are processed.
- Administers GP2GP transfer
- Ensures that relevant staff are trained and updated in appropriate registration skills
- Ensures that the death book is checked everyday, patients deducted on TPP and appropriate returns to HA are made.
- WEBSITE MAINTENANCE AND DEVELOPMENT
Performance will be satisfactory when the post holder:
- Assists with maintenance and updating of relevant practice information.
6.SEARCHES AND REPORTS
Performance will be satisfactory when the following takes place:
- Searched and reports to support practice claims are designed, monitored and run as per practice protocols or on instruction from the PM or Partners
- CQRS submissions are made as per instruction form the PM or Partners
7.BANKING
Performance will be satisfactory when the following takes place:
- Cash and cheques from reception are reconciled against the Weekly payments sheet. A copy is given to the medical secretary, and a copy left in reception file.
- Cheques from the medical secretary are reconciled against weekly payment sheet, totalled and entered onto separate paying-in slips
- Paying in book is available to the bookkeeper at all times
- All weekly payment sheets are filed for the book-keeper after payment into the bank
- Information is added to spread-sheet and made available to the book-keeper as requested
8.INDUCTION
Performance will be satisfactory when the following takes place:
- Induction programmes are delivered for all new staff as instructed by the PM
- All induction material is kept up to date and current with legislation
- Induction training for new staff is arranged with all relevant existing staff
9.PATIENT COMMUNICATIONS
Performance will be satisfactory when the following has taken place:
- Non-clinical information is gathered for Patient Newsletters from PM, POM and PPG
- Clinical information is gathered from GPs/Nurses
- Prepare drafts of Patient Newsletter and pass to PM for comment
- Amend as required after discussion with PM or POM
- C-ordinate Patient Reference Group (PRG) and maintain communications with the group in conjunction with PM
- Organise patient surveys as requested by POM or PM and collate answers, presenting them to the PM & Lead GP
- GENERAL
This relates to using all practice systems and SOPS. This involves:
- Ensuring confidentiality is maintained at all times
- Dealing with all telephone calls professionally (with care, civility and efficiency)
- Ensuring excellent customer care skills are used with all parties.
- Taking messages as appropriate and ensuring the message is passed on to the appropriate member of the practice or associated organizations whilst annotating and recording details such that they can be reviewed and retrieved at a later date if required
- Ensuring that the system spreadsheet is updated at the beginning and end of each day in accordance with practice protocol.
- Ensuring probity in all financial dealings
11.UPHOLDING QUALITY
This involves:
- Alerting other team members to issues of quality and risk
- Assessing own performance and taking accountability for own actions, either directly or under supervision
- Contributing to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
- Working effectively with individuals in other agencies to meet patients needs
- Effectively managing own time, workload and resources
- Adhering to Practice dress policy
- Being punctual at all times
12.COMMUNICATING
This involves the importance of effective communication within the team and the job-holder should therefore strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognise people’s needs for alternative methods of communication and respond accordingly
13.PERSONAL/PROFESSIONAL DEVELOPMENT
This involves:
- Taking responsibility for own developmental learning and performance
- Taking responsibility for maintaining a record of own personal development
- Working with management on any new training requirements
- Demonstrating skills and activities to others who are undertaking similar work
14.CONTRIBUTING TO THE IMPLEMENTATION OF SERVICES
This involves:
- Discussing with other members of the team how the policies, standards and guidelines will affect own work
- Participating in audit where appropriate
15.HEALTH AND SAFETY
This involves:
- Assisting in promoting and maintaining their own and others’ health and safety and security as defined in the Practice Health and Safety Policy
- Using personal security systems within the workplace ]To identify risks involved in work activities and to undertake such activities in a way that manages those risks
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and keeping them free form hazards
- Reporting potential risks as identified
16.CONFIDENTIALITY
- In the course of seeking treatment, patients entrust us with, or allow us to gather ensitive information in relation to their health and other matters.
- They do so in confidence and have the right to expect that staff will respect their privacy and confidentiality and act appropriately
- In the performance of duties outlined, the post-holder may have access to practice business information. This too must be regarded as strictly confidential.
- Any breaches of confidentiality will be treated as a disciplinary matter and may result in instant dismissal
17.EQUALITY AND DIVERSITY
This involves:
- The post-holder will support the equality, diversity and rights of patients, carers, colleagues and partners
- They will act in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures, policies and current legislation.
- They will behave ina way that is welcoming to all individuals, which is non-judgmental and respects their circumstances, feelings, priorities and rights.
18.OTHER
This involves:
- Carrying out other duties that are required within the role as it evolves within the development of the organisation
- All staff are expected to work in a flexible way, undertaking tasks which are not specifically covered by their individual description when the occasion arises
- These additional duties will usually cover unforeseen circumstances or changes in work and they will normally be compatible with the post-holder’s regular type of work
- If the additional responsibility or task becomes regular or frequent part of the staff member’s job, it will be included in the job description in consultation with the member of staff
This Job Description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder. The post holder is required to carry out any duties that may reasonably be requested by the Partners or management team. Please sign and date this document to confirm its accuracy at the present time.
Job holder: ......
Date: ......
Line Manager: ......
Date: ......
The Lansdowne Surgery
Job Description
2015