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As Practice Manager, you are responsible for providing leadership to colleagues to ensure that patients are put at the heart of everything that we do. Your role is to drive practice growth, increase revenue opportunities and operate the day-to-day financial management and logistics of the practice.

DUTIES AND RESPONSIBILITES

1. Patient Journey

• Ensure the clinic is always presented to the highest possible standard including maintaining high standards of hygiene


• Ensure that priority is always given to ensure that the patient journey is of the highest standard


• Ensure feedback systems are in place to enable planned delivery to be monitored and amended, as necessary


• Identify service delivery issues, requirements or areas of underperformance, and take the necessary action to resolve them


• To act as the Practice complaints officer


• Implement an effective complaints management system that is proactive and minimises the number of written complaints


• Supervise the updating of Practice leaflets and notices and ensure that appropriate information is available to patients


• Support the staff in any difficult contact with patients


• Ensure appropriate follow up appointments are made and review the monthly ‘Recall Report’ by DR to improve service delivery and patient can review treatment plan and outcomes

Financial Management

• Responsible for managing income and expenditure to meet company targets


• Ensure effective cost controls including (but not limited to) consumables and any other variants such as staff costs to ensure profit margins are maintained


• Monitor income by business segments and identify/deliver opportunities for growth


• Ensure controls over daily takings and banking


• Oversee prompt and effective invoicing and credit control for PMI and self-funding patients.


• Development of business plans for CAPEX requirements


• Collate timesheets, submit figures to payroll and central finance


• Promote the clinic in the local area, including GP engagement, local CPD events, identifying opportunities for expanding services, marketing new services to existing patients and ensuring internal referrals


• Ensure that all fees are accurately charged, and that payment are collected from self payors


• Support improvement on conversion and revenue per patient


• Support all marketing activity and ensure that all team members are fully aware of and engage with any promotional activity


• Responsible for making contacts with identified potential Dermatology and Aesthetic Practitioners to negotiate best deals

Personnel Management

• Provide strong, visible and accessible leadership and management for all staff within the Clinic


• Recruitment, selection and induction of employees


• Ensure sickness and holiday entitlements are including in payroll, and are noted within the HR system of individual staff members


• Manage the activities of all clerical, secretarial and administration / support staff, ensuring that an effective service is provided


• Deliver change when change is needed, engaging with the teams to create buy-in to execute new ways of working smoothly


• Actively promote the clinic’s culture with staff and with external bodies


• Maintain records of staff training and immunisations including those required by CQC.


• Communicate agreed Practice Policy to staff and introduce systems to support such policies


• Responsible for an effective appraisal/personal development system and any resulting training or disciplinary procedures


• To determine and maintain an efficient and cost-effective level of staffing and hours of work required for the running of the Practice, including arranging duty and holiday rotations and liaise with staff to provide satisfactory cover for same


• To administer all systems for fair employment and equal opportunities


• To liaise with professional HR advisers as/when required for non-routine personnel queries


• Driving the bookings team to maximise bookings and utilisation

General Management

• Ensure compliance with all statutory and legal regulations


• Compile, chair and minute all meetings (management/clinical etc)


• Arrange all administration regarding CQC


• Remind Partner(s) of agreed Practice policy


• Support operational changes in clinic action plans of recovery to profit and CQC Compliance


• Effect and maintain Practice insurance policies, liaising as required with insurers and professional advisers


• Ensure security of all personnel and property


• Day-to-day operational management of service offered


• Responsible for medical and administrative supplies


• Manage buildings, extensions, repairs, decorations, fixtures and fittings, gardening and maintenance of exterior


• Oversee the maintenance of the clinic properties in accordance with a Planned Preventative Maintenance schedule


• Deal with correspondence/emails


• Liaison with the Board, CQC and Business Services Organisation


• Arrange all aspects of training, development, applications and integration


• Ensure the Practice is up to date with all new developments


• General office administration and reception cover if necessary.

SKILLS AND QUALITIES

• An inspiring Leader who is self-motivated and able to motivate others


• Excellent organisational skills and the ability to multitask and prioritise responsibilities effectively


• Strong interpersonal and communication skills, with the ability to build rapport with patients and colleagues


• A commitment to providing exceptional patient care and ensuring a positive experience for every individual


• A professional, confident and calm approach


• Works at their own initiative, independently and as part of a team


• Flexibility to adapt to a fast-paced and evolving environment

EXPERIENCE

• Previous management experience in commercial healthcare (ideally 2-3 years)


• Experience of managing teams


• Knowledge of up-to-date CQC including the Quality and Outcomes Framework (QOF)


• Health and Safety / risk management experience


• General Practice expertise of liaising with external bodies


• Working with Microsoft Office packages