Job Description

Key Responsibilities Support the Practice Manager and Deputy Practice Manager in the delivery and performance management of the Planned Care service. Oversee Reception Team rota to ensure both Hammersmith and Charing Cross have reception staff. Assist with weekly monitoring around KPIs (QOF and NWL standard) leading on recalls and patient outreach. Support the Practice Manager and Deputy Practice Manager to deliver the Services to agreed quality standards ensuring that processes and systems are compliant with external requirements (CQC) Oversight on daily clinical workload and workflow (docs / paths etc) Meeting minute taking for Clinical/Admin and Practice Meeting Clinical rota oversight, ensuring rotas are accurate and correct.



Leading on reception induction Deputise for the Service Manager or Deputy Service Manager as required. Role Responsibilities: Responsible for the day-to-day supervision of reception and associated functions ensuring they are carried out in accordance with agreed procedures, protocols and timescales, reporting to the Practice/Deputy Manager as necessary. To manage the reception team and support the receptionists with day-to-day queries/tasks To offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. To facilitate effective communication between patients, members of the primary healthcare team, secondary care and other associated healthcare agencies.



Act as a role model to the reception team, supporting, motivating and promoting staff relations To undertake a variety of administrative duties to assist in the smooth running of the practice: Medical reports, Deductions, Referrals, Workflow (Docman) Training of new staff members in accordance with LCW policies: Induction list, Contract standards, KPIs, etc Line manage GP staffing on issues such as timekeeping, work conduct and non-clinical grievance matters Proactively manage stakeholder enquiries, ensuring appropriate resolution and stakeholder satisfaction To support and contribute to improvement and development of services Support with effective communications within the services to ensure high levels of engagement Proactively identify risks, issues and dependencies, putting in place robust risk mitigation plans Develop a strong team and positive morale, providing motivation through effective leadership, ensuring views and decisions are communicated both up and down the management structure Assist in the investigation and response to complaints, professional feedback, critical events/ SEIs in line with the organisations policies ensuring that appropriate and timely action is taken to address and reduce risk and that learning is disseminated across the service areas administrative workforce Ensure Health and Safety met and always followed by all staff throughout the organisation Contribute to the delivery of agreed defined projects and change management in conjunction with LCW project groups Work with the wider management team to ensure the overall LCW service runs efficiently and effectively, ensuring all policies and procedures are always adhered to Ensure all relevant operational policies, procedures, processes and guidelines are fit for purpose escalating any changes required to the appropriate document author. Ensure the service is properly resourced and mitigate any gaps proactively to ensure a safe service Ensure that services have full resilience processes in place Ensure that good governance always remains central, reviewing processes, controls and frameworks to support operational delivery