Operations Manager

Job description

Job responsibilities

Job Summary:

To support in all aspects of site functionality, motivating and managing staff, optimising efficiency and overall performance, ensuring PSM Medical Group achieves its long-term strategic objectives in a safe and effective working environment.

To manage and coordinate all aspects of site functionality, motivating and managing staff, patient services, premises and health and safety management.

Through innovative ways of working, support in leading the team in promoting quality & continuous improvement, confidentiality, collaborative working, service delivery, learning and development and ensuring the practice complies with CQC regulations.

Primary 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:

a. The day-to-day operations of the practice ensuring staff achieve their primary responsibilities

b. Direct line management responsibility for the Care Navigation and Administration teams

c. Providing leadership and guidance to appropriate staff ensuring that they adhere to policy and procedure at all times

d. Implementing systems to ensure compliance with CQC regulations and standards

e. Reviewing and regularly updating job descriptions and person specifications in conjunction with the HR section and with the approval of the Practice Manager ensuring staff are legally and gainfully employed

f. Advising the Practice Manager when vacancies arise and working with HR section on the recruitment process

g. Evaluating, organising and overseeing the staff induction programme in conjunction with other Senior Managers also delivering PSM MEDICAL GROUP approved appraisal process for line managed staff

h. Implementing and embedding the PSM MEDICAL GROUP staff development plan for line managed staff whilst maintaining the PSM MEDICAL GROUP training record

i. Supporting the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare within PSM MEDICAL GROUP policies and procedures

j. Supporting the management of the clinical system, ensuring IT security and IG compliance at all times and responding to and resolving local IT issues. Working with the PSM MEDICAL GROUP Clinical Co-Ordination Manager, Data Supervisor and other colleagues

k. Actively encouraging and promoting the use of patient online services

l. Working with PSM MEDICAL GROUP Management Team & Medical Co-Ordinator to ensure the website reflects the practices up to date information

m. Guiding staff and developing searches and audits on the clinical system in conjunction with other managers

n. Reviewing and updating with other colleagues clinical templates ensuring they relate to current practice

o. Marketing the site appropriately to ensure patient population is satisfied with the service delivery.

p. Via the landlord, managing the site element of contracts for and highlighting issues with services i.e., cleaning, gardening, window cleaning etc. Reporting any issues to the central contracts team / Practice Manager

q. Guiding the team to reach QOF targets (supported by the nursing and administrative leads)

r. Ensuring the staff implement the PSM MEDICAL GROUP wide approach to the management of all patient services matters

s. On a rotational basis, assisting with the running of the Enhanced Access hub which PSM MEDICAL GROUP operates on 2 evenings each week and between 9am-5pm on Saturdays

Secondary Responsibilities

In addition to the primary responsibilities, the Operations Manager may be requested to:

a. Undertake the link role of a site Patient Forum or support PSM MEDICAL GROUP Patient Participation Group

b.In conjunction with the HR/Customer Services Manager, implement the PSM MEDICAL GROUP complaints process, ensuring complaints are dealt with in a timely manner and, where necessary, escalated to the next level

c.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

d. Monitor and disseminate information on safety alerts and other pertinent information

e.Support the overall PSM MEDICAL GROUP clinical governance framework, submitting reports for QOF, enhanced services and other reporting requirements using CQRS etc

f. Guide the team to reach QOF targets (supported by the nursing and administrative leads)

g. Brief clinicians on performance levels, advising actions to ensure high achievement across all QOF areas. Working with PSM MEDICAL GROUP Clinical Co-Ordination Manager

h. Maintain PSM MEDICAL GROUP significant event database, providing advice to staff and briefing the team at meetings as required

i. Identify trends and devise solutions to reduce risk and repeated occurrences of significant events

j. Develop, implement and embed the practice audit programme (in conjunction with appropriate colleagues)

k. Support the Practice Manager and wider management team in the reviewing and updating of PSM MEDICAL GROUP policies and procedures

l. Support the practice and management team with continuous improvement and change initiatives

Person Specification

Experience

Essential

• Experience of working with the general public
• Experience of working in a healthcare setting (5 years)

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

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
• EMIS or other Primary Care clinical system skills
• 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
• 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

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.

Employer details

Employer name

Penwortham St Mary’s Medical Group

Address

Cop Lane

Penwortham

Preston

PR1 0SR

Employer's website

https://www.stmaryshealthcentre.co.uk (Opens in a new tab)