Operational Manager
This job is now closed
Job summary
An exciting opportunity has arisen for an enthusiastic and motivated Operational Manager to join our friendly and dedicated team at Huntcliff Surgery.
Main duties of the job
- The role comprises of managing the day-to-day operations of the practice. This includes effective resource management, patient service delivery, information technology, clinical governance, quality and performance management and health and safety.
- This role requires a self-motivated, disciplined individual to take ownership of the efficient day to day running of the practice by supporting the Practice Business Manager.
- The post holder will offer strong, compassionate leadership with the business and people skills to support the practice to continuously improve. Competency in IT, effective communication and team skills at all levels are essential along with a can-do attitude and excellent attention to detail. General practice experience is essential.
About us
Located in the Victorian seaside town of Saltburn by the Sea, Huntcliff Surgery is a friendly, and forward-thinking practice, working collaboratively as a member practice of Redcar Coastal Primary Care Network.
Our Practice's main objective is ensuring that our patients receive the optimum level of care available.
The successful applicant will share our ethos and commitment to delivering the best possible care to our patients.
Our List size is 10,161 patients. We use EMIS Web, AccuRX & Docman clinical systems.
Our Mission Statement is"to accommodate the needs of our patients while promoting self-reliance. There is an emphasis on the prevention of illness while maintaining the traditional values of family medicine. We hope to provide a friendly personalised service."
Details
Date posted
08 September 2023
Pay scheme
Other
Salary
Depending on experience
Contract
Permanent
Working pattern
Full-time
Reference number
A0294-23-0005
Job locations
18 Bath Street
Saltburn-by-the-Sea
Cleveland
TS12 1BJ
Job description
Job responsibilities
The following are the core responsibilities of the Operational manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The operational manager is responsible for:
Supporting the Business Manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities; providing leadership and guidance for the following staff: Administration staff, Receptionists and ancillary staff; Ensuring staff adhere to service standards, practice protocols, policy and procedure at all times
Key responsibilities:
Staff Management
Manage and record planned and unplanned absences for all staff and organise appropriate cover to meet gaps in staff rotas and agreed increases in activity/workload within agreed staff budgets. Co-ordinate GP and ANP leave, highlighting any gaps in provision to Practice Business Manager in a timely manner.. Maintain appropriate HR records ensuring accurate information is submitted in time for payroll
Developing, implementing and embedding an effective practice training programme for all staff (clinical and administrative) liaising with external agencies when necessary and maintaining an up-to-date training record.
Plan, manage and communicate the duty on call rota to clinicians.Undertake quarterly one to one meetings with administrative staff to review their development objectives, performance, and any other work-based issues.
Undertake annual appraisals with administrative staff, setting objectives that contribute to the business plan of the practice.
Interview and appoint new administrative and ancillary staff members when appropriate, support to be provided by the Business Manager where appropriate.
To co-ordinate the induction, probationary period and training of administrative and ancillarystaff.
To co-ordinate the induction and rota of GP Registrars and act as liaison between GP trainers and Medical School as required.
Organise and host regular meetings with administrative team. The post holder will prepare agendas and distribute minutes/action points from these meetings.
Co-ordinate administration duties and weekly staff rotas to ensure the provision of a safe, effective service.
To ensure that existing reception and administrative systems are functioning efficiently and monitor these systems and make suggestions for improvement.
To provide support and guidance to the reception team, other practice staff and visitors on patient service issues.
Oversee that all administration workflows are kept up to date and processed correctly and in a timely manner.
Patient Services
Establishing, maintain and review Patient Participatory Group meetings.
Co-ordinate session planning, building and releasing appointment sessions and setting up of all clinical sessions on EMIS to ensure the provision of a safe, effective, fully utilised service that meets the needs of the patients and clinicians,
Ensuring all staff, including PCN attached staff, have access to suitable rooms, equipment and resources.
Disseminate information to the whole practice team in relation to patient services including appointment availability and any agreed system changes.
Oversee and ensure the smooth running of repeat prescribing systems in the practice. To review these systems working closely with the practice prescribing lead, implementing agreed changes as necessary.
Ensure patient satisfaction is maintained at every opportunity and to provide opportunities for regular feedback including the implementation of patient surveys. Ensure staff are trained to deliver excellent customer service and this is managed with regular training and monitoring.
To manage informal patient complaints received direct from the patient, ensuring the Practice Business Manager is briefed.
To cascade upwards, without delay, any unresolved informal complaints or complaints which require formal documentation and carry out any request for investigation in a timely manner.
To ensure that the notice boards in the waiting areas are kept up to date and that a regular rotation of appropriate displays takes place during the year.
PCN Liaison
Liaise with the Primary Care Network Manager and other PCN staff to ensure the delivery of the Network Contract DES
Participate in PCN meetings as required
26 Ensure that patients and staff are provided with up to date information about PCN services and initiatives.
Vaccine and Immunisation Programmes
The postholder will be responsible for planning and managing thepractice process for ordering vaccines that meet the needs of the practicepopulation and the Vaccines and Immunisations Standards.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include:
Monitoring compliance with health and safety legislation, providing leadership and direction for staff.
Encouraging employees to report any hazards within the workplace even if the report is anonymous. Ensuring all reported hazards are recorded and investigated. Taking any remedial action necessary, recording and communicating to relevant employees. Where hazard reporting is verbal, the postholder should record the details on behalf of the employee so that the issue can be investigated.
Requesting and retaining evidence of the assessment of contractor suitability with regard to safety, utilising contractor questionnaire
Fulfil the role of Fire Marshall including responsibility for conducting weekly planned fire alarm testing and ad-hoc unplanned fire drills (minimum of twice yearly). These should be recorded in fire log book.
Ensure that safe working practices are set up and followed in respect of COSHH and other Risk Assessment control measures. Develop and keep up to date an inventory of the hazardous substances used by the practice ensuring that there are Safety Data Sheets from the manufacturer for each product and carry out risk assessments for the hazardous substances used in business processes/tasks. Ensure that these are documented and any further control measures are implemented. Risk assessments should be reviewed annually
Act as the building manager, dealing with defects, maintenance and all other associated tasks including coordination of portable appliance testing (PAT), maintenance of an equipment log, management of asset register
Monitor work areas and practices to ensure they are safe and free from hazards and conduct periodic inspections to ensure buildings are safe and well maintained, providing a written report and liaise with Practice Manager to resolve problems.
Liaise with staff to ensure any required assessments are made (e.g. Display Screen Equipment, Eyesight Tests for Computer use, Occupation Health assessments) and any required actions are carried out or reasonable adjustments are made (e.g. for disabled staff).
In the absence of the Data Administration team, managing the clinical system. Responding and resolving all local IT issues where appropriate
Ensuring IT security and IG compliance at all times,
Quality and Safety
Supporting the overall practice governance framework, submitting reports for OQF enhanced services and other reporting requirements internally and externally using CQRS accurately and on time.
Monitoring and disseminating information on safety alerts and other pertinent information
Maintaining the significant event database, providing advice to staff and briefing the team at meetings as required
Identifying trends and devising solutions to reduce risk and repeated occurrences of significant events.
Developing, implementing and embedding the practice audit programme (in conjunction with the lead nurse)
Guiding the team to reach National, Local Quality Requirements and CQC targets (supported by the nursing and administrative leads)
Briefing the team on performance levels, advising actions to ensure high achievement across all QOF, IIF, LIS and CQC areas
Secondary Responsibilities
In addition to the primary responsibilities, the Operations manager may be requested to:
a. Deputise for the Practice Business Manager in their absence.
b. Act as the primary point of contact for NHS(E), ICB, CQC community services, suppliers and other external stakeholders in the absence of the Practice Business Manager, making any statutory notifications required with the prior authorisation of the GP Partners.
c. Support the Practice Business Manager in the reviewing and updating of practice policies and procedures
d. Support the Practice Business Manager with Continuous Improvement and change initiatives
e. Act as the communication link between the management team and staff
f. Represent the practice locally as required
g. Maintain an up to date working knowledge of NHSE and ICB initiatives
Job description
Job responsibilities
The following are the core responsibilities of the Operational manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The operational manager is responsible for:
Supporting the Business Manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities; providing leadership and guidance for the following staff: Administration staff, Receptionists and ancillary staff; Ensuring staff adhere to service standards, practice protocols, policy and procedure at all times
Key responsibilities:
Staff Management
Manage and record planned and unplanned absences for all staff and organise appropriate cover to meet gaps in staff rotas and agreed increases in activity/workload within agreed staff budgets. Co-ordinate GP and ANP leave, highlighting any gaps in provision to Practice Business Manager in a timely manner.. Maintain appropriate HR records ensuring accurate information is submitted in time for payroll
Developing, implementing and embedding an effective practice training programme for all staff (clinical and administrative) liaising with external agencies when necessary and maintaining an up-to-date training record.
Plan, manage and communicate the duty on call rota to clinicians.Undertake quarterly one to one meetings with administrative staff to review their development objectives, performance, and any other work-based issues.
Undertake annual appraisals with administrative staff, setting objectives that contribute to the business plan of the practice.
Interview and appoint new administrative and ancillary staff members when appropriate, support to be provided by the Business Manager where appropriate.
To co-ordinate the induction, probationary period and training of administrative and ancillarystaff.
To co-ordinate the induction and rota of GP Registrars and act as liaison between GP trainers and Medical School as required.
Organise and host regular meetings with administrative team. The post holder will prepare agendas and distribute minutes/action points from these meetings.
Co-ordinate administration duties and weekly staff rotas to ensure the provision of a safe, effective service.
To ensure that existing reception and administrative systems are functioning efficiently and monitor these systems and make suggestions for improvement.
To provide support and guidance to the reception team, other practice staff and visitors on patient service issues.
Oversee that all administration workflows are kept up to date and processed correctly and in a timely manner.
Patient Services
Establishing, maintain and review Patient Participatory Group meetings.
Co-ordinate session planning, building and releasing appointment sessions and setting up of all clinical sessions on EMIS to ensure the provision of a safe, effective, fully utilised service that meets the needs of the patients and clinicians,
Ensuring all staff, including PCN attached staff, have access to suitable rooms, equipment and resources.
Disseminate information to the whole practice team in relation to patient services including appointment availability and any agreed system changes.
Oversee and ensure the smooth running of repeat prescribing systems in the practice. To review these systems working closely with the practice prescribing lead, implementing agreed changes as necessary.
Ensure patient satisfaction is maintained at every opportunity and to provide opportunities for regular feedback including the implementation of patient surveys. Ensure staff are trained to deliver excellent customer service and this is managed with regular training and monitoring.
To manage informal patient complaints received direct from the patient, ensuring the Practice Business Manager is briefed.
To cascade upwards, without delay, any unresolved informal complaints or complaints which require formal documentation and carry out any request for investigation in a timely manner.
To ensure that the notice boards in the waiting areas are kept up to date and that a regular rotation of appropriate displays takes place during the year.
PCN Liaison
Liaise with the Primary Care Network Manager and other PCN staff to ensure the delivery of the Network Contract DES
Participate in PCN meetings as required
26 Ensure that patients and staff are provided with up to date information about PCN services and initiatives.
Vaccine and Immunisation Programmes
The postholder will be responsible for planning and managing thepractice process for ordering vaccines that meet the needs of the practicepopulation and the Vaccines and Immunisations Standards.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include:
Monitoring compliance with health and safety legislation, providing leadership and direction for staff.
Encouraging employees to report any hazards within the workplace even if the report is anonymous. Ensuring all reported hazards are recorded and investigated. Taking any remedial action necessary, recording and communicating to relevant employees. Where hazard reporting is verbal, the postholder should record the details on behalf of the employee so that the issue can be investigated.
Requesting and retaining evidence of the assessment of contractor suitability with regard to safety, utilising contractor questionnaire
Fulfil the role of Fire Marshall including responsibility for conducting weekly planned fire alarm testing and ad-hoc unplanned fire drills (minimum of twice yearly). These should be recorded in fire log book.
Ensure that safe working practices are set up and followed in respect of COSHH and other Risk Assessment control measures. Develop and keep up to date an inventory of the hazardous substances used by the practice ensuring that there are Safety Data Sheets from the manufacturer for each product and carry out risk assessments for the hazardous substances used in business processes/tasks. Ensure that these are documented and any further control measures are implemented. Risk assessments should be reviewed annually
Act as the building manager, dealing with defects, maintenance and all other associated tasks including coordination of portable appliance testing (PAT), maintenance of an equipment log, management of asset register
Monitor work areas and practices to ensure they are safe and free from hazards and conduct periodic inspections to ensure buildings are safe and well maintained, providing a written report and liaise with Practice Manager to resolve problems.
Liaise with staff to ensure any required assessments are made (e.g. Display Screen Equipment, Eyesight Tests for Computer use, Occupation Health assessments) and any required actions are carried out or reasonable adjustments are made (e.g. for disabled staff).
In the absence of the Data Administration team, managing the clinical system. Responding and resolving all local IT issues where appropriate
Ensuring IT security and IG compliance at all times,
Quality and Safety
Supporting the overall practice governance framework, submitting reports for OQF enhanced services and other reporting requirements internally and externally using CQRS accurately and on time.
Monitoring and disseminating information on safety alerts and other pertinent information
Maintaining the significant event database, providing advice to staff and briefing the team at meetings as required
Identifying trends and devising solutions to reduce risk and repeated occurrences of significant events.
Developing, implementing and embedding the practice audit programme (in conjunction with the lead nurse)
Guiding the team to reach National, Local Quality Requirements and CQC targets (supported by the nursing and administrative leads)
Briefing the team on performance levels, advising actions to ensure high achievement across all QOF, IIF, LIS and CQC areas
Secondary Responsibilities
In addition to the primary responsibilities, the Operations manager may be requested to:
a. Deputise for the Practice Business Manager in their absence.
b. Act as the primary point of contact for NHS(E), ICB, CQC community services, suppliers and other external stakeholders in the absence of the Practice Business Manager, making any statutory notifications required with the prior authorisation of the GP Partners.
c. Support the Practice Business Manager in the reviewing and updating of practice policies and procedures
d. Support the Practice Business Manager with Continuous Improvement and change initiatives
e. Act as the communication link between the management team and staff
f. Represent the practice locally as required
g. Maintain an up to date working knowledge of NHSE and ICB initiatives
Person Specification
Qualifications
Essential
- Good standard of education to a minimum of NVQ Level 3.
- GCSE Grade A to C in Maths and English.
- Leadership and Management Qualification.
- Evidence of Continued Professional Development and ongoing commitment towards.
Experience
Essential
- Experience of working with the general public.
- Experience of working in a health care setting.
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures.
- Experience of workforce planning.
- NHS / Primary Care General Practice experience
- Relevant health and safety experience
- Experience of producing agendas and minutes for meetings
Desirable
- Experience of leading multidisciplinary teams
Skills
Essential
- Excellent communication skills (written, oral and presenting)
- Strong IT skills (generic)
- Excellent leadership skills
- Prioritising workload
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- EMIS user skills
- Effective time management (Prioritising workload, planning & Organising)
- Proven problem solving & analytical skills
- Ability to implement and embed policy and procedure
- Ability to motivate and train staff
- Able to act as a positive role model demonstrating support, compassion and inclusion for all patients and staff.
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Excellent interpersonal skills
- Motivated and proactive
- Ability to use initiative and judgement
- Forward thinker with a solutions focused approach
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Confident, assertive and resilient
- Ability to drive and deliver change effectively
- Ability to motivate teams, enhancing morale by celebrating and sharing success.
Other Criteria
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintains confidentiality at all times
Desirable
- Full UK Driving Licence
Person Specification
Qualifications
Essential
- Good standard of education to a minimum of NVQ Level 3.
- GCSE Grade A to C in Maths and English.
- Leadership and Management Qualification.
- Evidence of Continued Professional Development and ongoing commitment towards.
Experience
Essential
- Experience of working with the general public.
- Experience of working in a health care setting.
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures.
- Experience of workforce planning.
- NHS / Primary Care General Practice experience
- Relevant health and safety experience
- Experience of producing agendas and minutes for meetings
Desirable
- Experience of leading multidisciplinary teams
Skills
Essential
- Excellent communication skills (written, oral and presenting)
- Strong IT skills (generic)
- Excellent leadership skills
- Prioritising workload
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- EMIS user skills
- Effective time management (Prioritising workload, planning & Organising)
- Proven problem solving & analytical skills
- Ability to implement and embed policy and procedure
- Ability to motivate and train staff
- Able to act as a positive role model demonstrating support, compassion and inclusion for all patients and staff.
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Excellent interpersonal skills
- Motivated and proactive
- Ability to use initiative and judgement
- Forward thinker with a solutions focused approach
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Confident, assertive and resilient
- Ability to drive and deliver change effectively
- Ability to motivate teams, enhancing morale by celebrating and sharing success.
Other Criteria
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintains confidentiality at all times
Desirable
- Full UK Driving Licence
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.
Employer details
Employer name
Huntcliff Surgery
Address
18 Bath Street
Saltburn-by-the-Sea
Cleveland
TS12 1BJ
Employer's website
Employer details
Employer name
Huntcliff Surgery
Address
18 Bath Street
Saltburn-by-the-Sea
Cleveland
TS12 1BJ
Employer's website
Details
Date posted
08 September 2023
Pay scheme
Other
Salary
Depending on experience
Contract
Permanent
Working pattern
Full-time
Reference number
A0294-23-0005
Job locations
18 Bath Street
Saltburn-by-the-Sea
Cleveland
TS12 1BJ