Job Description

1. Job Role & Purpose The primary purpose of this role is to ensure that systems, structures and processes that are in place are delivering the smooth and efficient day to day running of the site. Directly responsible for supporting Site Managers and their colleagues, to ensure we deliver excellent services and care for our patients, deputising for their Site Manager when required 2. Key Duties & Responsibilities With strong organisational and communication skills your responsibilities will include supporting and covering the responsibilities of the Site Manager which include; Providing cover and assistance to the Patient Coordinators as and when required Moving resources in the moment to ensure that contact volume is met with the correct level of resource Ensure that all site daily tasks are carried out, including, but not limited to; Ensuring that the site dashboard is up to date and communicated to clinicians and allocating to a colleague if not on site Reassigning Bloods, Tasks and Letters Maintaining excellent communication across the site and also with others in SCGP Helping the Service Delivery Manager implement new processes and procedures and supporting the team during the implementation phase Assisting the Service Delivery Manager prepare and deliver training and updates for the PLTs and as needed Taking a positive active and administrative role in site meetings Assisting the Patient Coordinators with their role providing help and support where required, assisting with training and taking note and acting on feedback from colleagues Promoting and demonstrating excellent customer service Supporting colleagues to maintain an efficient, hardworking and friendly working environment Able to handle verbal complaints & assist our Governance and Complaints Lead with dealing with formal complaints.



Helping the Service Delivery Manager by anticipating potential problems such as shortages of staff, appointment availability and potential room availability issues Providing reception / telephone call cover where required Assisting the Procurement Lead with ordering stock and keeping an overview of stock levels to ensure a sufficient supply Having an overview of the upkeep of notice boards and general reception / waiting areas to ensure there is up to date information and that general housekeeping across the site is to the correct standard Taking the lead with the induction and training of new staff Ensuring that requests from insurance companies are administered and resolved in agreed timeframes Ensuring data requested for the Service Delivery team is completed promptly in line with the specified timeframes. 3. Performance Standards Evidence of Leading By Example and acting as a Role Model for colleagues Daily tasks are carried out within agreed timeframes Positive evidence of involvement in Site, Team and Group meetings Patient response times are within agreed timeframes, including, but not limited to; Call waiting times Email response times Enquiry response times Complaint response times Evidence of site operating efficiently with relevant communications present and understood in a variety of formats 4. Confidentiality In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive 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 act appropriately. Post-holders must adhere to the following principles: In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.



Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with SCGP policies and procedures relating to confidentiality and the protection of personal and sensitive data. 5. Health & Safety The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the SCGP health & safety policy, the health & safety manual, and the SCGP infection control policy and published procedures. This will include: Using personal security systems within the workplace according to SCGP guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks; Making effective use of training to update knowledge and skills; Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards; Active reporting of health and safety hazards and infection hazards immediately when recognised; Keeping own work areas generally clean and overseeing the site based staff in the maintenance of general standards of cleanliness consistent with the scope of their role Undertaking periodic infection control training (minimum annually); Reporting potential risks identified to the Service Delivery Manager 6.



Equality & Diversity The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with SCGP procedures and policies, and current legislation; Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues; Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.