Job summary
An exciting opportunity has arisen to join our dynamic and expanding practice. Working closely with the current Practice Manager, and alongside one of our Operations Managers, we are seeking another innovative and forward-thinking individual to help meet the needs of our patients whilst one of our two Operations Managers is on maternity leave. We pride ourselves on being a fantastic place to work, where you will feel valued, supported, developed and part of a family.
Main duties of the job
The Operations Manager will help lead the daily management of the practice to meet the
business need and will work with our other Operations Manager and team members to keep the service running
smoothly.
The Operations Manager will also work closely with the Practice Manager to further
develop the practice and to provide an effective service to our patients.
We are looking for someone with excellent IT, management and organisational skills. Finance and book keeping skills would be a definite advantage.
About us
Currently our multi-disciplinary team includes an administration and reception team, 9 GPs, 3 Advanced Nurse Practitioners and an experienced nursing team.
As part of Connexus PCN we employ clinical pharmacists, social prescribers, First Contact Physios, Paramedic and are soon to appoint other health care professionals to deliver services that support a wide range of patients and assist with the clinical workload.
Job description
Job responsibilities
The following are the core responsibilities of the
Operations 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 Operations Manager is responsible for:
- supporting the
practice manager and our other Operations Managers in the day-to-day operations of the practice,
ensuring staff achieve their primary responsibilities,
- providing leadership
and guidance to all staff ensuring that they adhere to policy and procedure at
all times,
- overseeing the
administrative elements of QOF, liaising with GPs, nursing staff and
administrators,
- implementing systems
to ensure compliance with CQC regulations and standards,
- reviewing and
regularly updating job descriptions and person specifications ensuring all
staff are legally and gainfully employed,
- acting as one of the lead
for recruitment including pre-employment checks and DBS,
- evaluating, organizing,
and overseeing the staff induction programme,
- assist with implementing and
embedding an effective staff appraisal process,
- implementing and
embedding an effective practice and staff development plan for all staff
(clinical and administrative) whilst maintaining a robust training record,
- implementing
effective systems for the resolution of disciplinary and grievance issues,
maintaining an overview of staff welfare,
- leading the
management of the clinical system, ensuring IT security and IG compliance at
all times and responding to and resolving all local IT issues,
- actively encouraging
and promoting the use of patient online services,
- updating and acting
as the focal point for the practice website and social media sites,
- guiding staff and developing
searches and audits on the clinical system,
- reviewing and
updating clinical templates ensuring they relate to current practice,
- marketing the
practice appropriately to ensure patient population is stable or increasing,
- managing contracts
for and highlighting issues with services i.e., cleaning, gardening, window
cleaning etc.,
- guiding the team to
reach QOF targets (supported by the nursing and administrative leads),
- ensuring the staff
implement the practice wide approach to the management of all patient services
matters, and
- managing DNAs,
providing data and planning tools coupled with liaison with referred repeat
offenders.
In addition to the primary responsibilities, the Operations Manager may
be requested to:
- deputise for the practice
manager,
- assist with the management
of the Patient Participation Group,
- implement the
complaints process, ensuring complaints are dealt with in a timely manner and,
where necessary, escalated to the next level,
- ensure all staff are
aware of the management of the premises, including health and safety aspects
and undertake risk assessments and mandatory training as required,
- monitor and
disseminate information on safety alerts and other pertinent information,
- support the overall
practice clinical governance framework, submitting reports for OQF, IIF, enhanced
services and other reporting requirements using CQRS/Open Exeter etc.,
- guide the team to
reach QOF targets (supported by the nursing and administrative leads),
- brief clinicians on
performance levels, advising actions to ensure high achievement across all QOF
areas,
- assist with maintaining the recording of significant events, providing advice to staff and briefing the team at
meetings as required,
- identify trends and
devise solutions to reduce risk and repeated occurrences of significant events,
- support the practice
manager manager in the reviewing and updating of practice policies and
procedures, and
- support the practice
and management team with continuous improvement and change initiatives.
Job description
Job responsibilities
The following are the core responsibilities of the
Operations 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 Operations Manager is responsible for:
- supporting the
practice manager and our other Operations Managers in the day-to-day operations of the practice,
ensuring staff achieve their primary responsibilities,
- providing leadership
and guidance to all staff ensuring that they adhere to policy and procedure at
all times,
- overseeing the
administrative elements of QOF, liaising with GPs, nursing staff and
administrators,
- implementing systems
to ensure compliance with CQC regulations and standards,
- reviewing and
regularly updating job descriptions and person specifications ensuring all
staff are legally and gainfully employed,
- acting as one of the lead
for recruitment including pre-employment checks and DBS,
- evaluating, organizing,
and overseeing the staff induction programme,
- assist with implementing and
embedding an effective staff appraisal process,
- implementing and
embedding an effective practice and staff development plan for all staff
(clinical and administrative) whilst maintaining a robust training record,
- implementing
effective systems for the resolution of disciplinary and grievance issues,
maintaining an overview of staff welfare,
- leading the
management of the clinical system, ensuring IT security and IG compliance at
all times and responding to and resolving all local IT issues,
- actively encouraging
and promoting the use of patient online services,
- updating and acting
as the focal point for the practice website and social media sites,
- guiding staff and developing
searches and audits on the clinical system,
- reviewing and
updating clinical templates ensuring they relate to current practice,
- marketing the
practice appropriately to ensure patient population is stable or increasing,
- managing contracts
for and highlighting issues with services i.e., cleaning, gardening, window
cleaning etc.,
- guiding the team to
reach QOF targets (supported by the nursing and administrative leads),
- ensuring the staff
implement the practice wide approach to the management of all patient services
matters, and
- managing DNAs,
providing data and planning tools coupled with liaison with referred repeat
offenders.
In addition to the primary responsibilities, the Operations Manager may
be requested to:
- deputise for the practice
manager,
- assist with the management
of the Patient Participation Group,
- implement the
complaints process, ensuring complaints are dealt with in a timely manner and,
where necessary, escalated to the next level,
- ensure all staff are
aware of the management of the premises, including health and safety aspects
and undertake risk assessments and mandatory training as required,
- monitor and
disseminate information on safety alerts and other pertinent information,
- support the overall
practice clinical governance framework, submitting reports for OQF, IIF, enhanced
services and other reporting requirements using CQRS/Open Exeter etc.,
- guide the team to
reach QOF targets (supported by the nursing and administrative leads),
- brief clinicians on
performance levels, advising actions to ensure high achievement across all QOF
areas,
- assist with maintaining the recording of significant events, providing advice to staff and briefing the team at
meetings as required,
- identify trends and
devise solutions to reduce risk and repeated occurrences of significant events,
- support the practice
manager manager in the reviewing and updating of practice policies and
procedures, and
- support the practice
and management team with continuous improvement and change initiatives.
Person Specification
Knowledge and skills
Essential
- Excellent communication skills (written, oral and presenting)
- Strong IT skills (generic)
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- Effective time management (planning and organising)
- Ability to network and build relationships
- Ability to implement and embed policy and procedure
- Ability to motivate and train staff
Desirable
- Ability to recognise opportunities to enhance service delivery
- Excellent leadership skills
- Strategic thinker and negotiator
- EMIS Web user skills
- Proven problem solving and analytical skills
Other Requirements
Essential
- Flexibility to work outside core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
- Full UK driving licence
Qualifications
Essential
- Good standard of education with excellent literacy and numeracy skills
Desirable
- Educated to A-level/equivalent or higher with relevant experience
- Leadership and/or management qualification
- AMSPAR qualification
Experience
Essential
- Experience of working with the general public
- Experience of working in a healthcare setting
Desirable
- Experience of managing multidisciplinary teams
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Experience of successfully developing and implementing projects
- NHS/ Primary Care general practice experience
- Relevant health and safety experience
- Finance/book keeping experience
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 solution 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, enhance morale and maintain a positive working environment, including team building sessions
Person Specification
Knowledge and skills
Essential
- Excellent communication skills (written, oral and presenting)
- Strong IT skills (generic)
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- Effective time management (planning and organising)
- Ability to network and build relationships
- Ability to implement and embed policy and procedure
- Ability to motivate and train staff
Desirable
- Ability to recognise opportunities to enhance service delivery
- Excellent leadership skills
- Strategic thinker and negotiator
- EMIS Web user skills
- Proven problem solving and analytical skills
Other Requirements
Essential
- Flexibility to work outside core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
- Full UK driving licence
Qualifications
Essential
- Good standard of education with excellent literacy and numeracy skills
Desirable
- Educated to A-level/equivalent or higher with relevant experience
- Leadership and/or management qualification
- AMSPAR qualification
Experience
Essential
- Experience of working with the general public
- Experience of working in a healthcare setting
Desirable
- Experience of managing multidisciplinary teams
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Experience of successfully developing and implementing projects
- NHS/ Primary Care general practice experience
- Relevant health and safety experience
- Finance/book keeping experience
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 solution 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, enhance morale and maintain a positive working environment, including team building sessions
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.
