Operations Manager

Job description

Job responsibilities

POST

Operations Manager NHS Practitioner Health (Maternity cover)

LINE MANAGER/ SUPERVISOR

Chief Executive NHS Practitioner Health

LOCATION

NHS Practitioner Health Programme, Riverside Medical Centre, Unit 16 Hobart House, Wandsworth Road, Vauxhall, SW8 2JW with occasional travel to alternative sites

JOB PURPOSE:

NHS Practitioner Health (PH) is a specialist primary care led service for the treatment of NHS and social care staff who have mental health, addiction or physical health issues affecting their work. PH is an integrated team of primary care and secondary care practitioners with rapid access care pathways to specialist secondary and tertiary care.

This is a full time post and will hold responsibility for the day to day operational management of the national service, coordinating patients and clinicians and ensuring appropriate processes are followed.

The role holder will also provide additional support to the operational team, dealing directly with patient and clinician queries and providing line management to the senior operational leads.

The role requires a high calibre individual who is capable of resolving queries, assessing and managing risk, able to prioritise tasks and resources to meet patient needs, and co-ordinate the clinical team, whilst providing the required level of support to enable the delivery of the service.

The role requires excellent relationship management with clinicians, preferred providers, regulators and commissioning staff to promote the service, ensure good communication and ensure the effective delivery of PHP care pathways.

MAIN DUTIES

RESPONSIBILITIES

To lead the operational functions of the service, ensuring patient, administrative and clinical processes are in place, ensuring consistency as appropriate with the wider Hurley Group.

To ensure delivery of robust governance policies to meet all CQC requirements.

To take operational responsibility for Information governance, GDPR and confidentiality processes.

To manage significant event and complaints processes on behalf of the service.

To manage the review process of policies and protocols and ensure changes are robust.

To coordinate site responsibilities for the two main locations in Leeds and London.

To maintain an Asset Register of all equipment

To manage communication, and contractual arrangements, with preferred and additional treatment providers

To respond to enquiries both internally and from the wider NHS, including various professional bodies and stakeholders about the work of the team.

To liaise with support teams including HR, management accountant and administration as required.

To oversee administrative team recruitment, induction and appraisal and to provide line management to the senior operational leads

To coordinate clinical and therapy recruitment processes, induction and support

To manage and prioritise own workload and day to day service activities together with workload and commitments of core team.

To support the Senior Management Team in appropriate projects and providing all information requested in a timely way to a high standard.

Other responsibilities

To contribute to the smooth running of the operational team, standing in to cover planned and un-planned absences. This will include dealing with patient and clinician queries, maintaining clinical records and supporting multi-disciplinary team meetings.

To support the strategic development of the team, contributing papers and reports as required by the senior team.

To support and assist the senior team in any incident review or investigation related to delivery of the service

To undertake other duties which may be required

CONFIDENTIALITY

In the course of your employment you will have access to confidential information relating to Hurley Group business. You are required to exercise due consideration in the way you use such information and should not act in any way which might be prejudicial to the Hurley Group interests.

Information for extra consideration includes access to the general business of the practice and any information regarding individuals.

Information relating to patients, carers, colleagues, other healthcare workers, or the business of Hurley Group may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data,

If you are in any doubt regarding the use of information in the pursuit of your duties you should seek advice from your line manager before communicating any information to any third party

DATA PROTECTION

Hurley Group is registered under the Data Protection Act (DPA) 1984. You must not at any time use the personal data held by Hurley Group for any purpose not described in the registry entry or disclose to a third party

It is essential that a strict code of confidentiality is adhered to all times

All dealing within Hurley Group remain strictly confidential and the post holder would be expected to maintain confidentiality at all times during employment and also after employment has ended with the Hurley Group

If you are in any doubt regarding what you should or should not do in connection with the DPA then you must contact your line manager

HEALTH AND SAFETY

Employees must be aware of the responsibility placed upon them under the Health and Safety at Work act 1974 to maintain a healthy and safe environment for both staff and visitors

The post-holder will assist in promoting and maintaining their own and others health and safety and security as defined in the Health and Safety Policy (Staff Handbook)

Using personal security systems within the workplace according to Hurley Group guidelines

Identifying risks involved in work activities and ensuring appropriate safeguards are used when the activities are undertaken

Making effective use of training to update knowledge and skills

Using appropriate infection control procedures

Maintaining work areas in a tidy and safe way free from hazards

Reporting any risks that are identified both timely and accurately to your line manager

EQUALITY AND DIVERSITY

The post-holder will support the equality, diversity, and rights of patients and carers colleagues to include:

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Hurley Group Policies, Procedures and current legislation

Respecting the privacy, dignity, needs, and beliefs of patients carers and colleagues

Behaving in a manner which is welcoming, non-judgemental and respects their circumstances, feelings, priorities and rights

QUALITY

The Post-holder will strive to maintain quality within the practice and will:

Alert other team members to issues that affect quality and risk

Assess own performance and take accountability for their own actions either directly or, under supervision

Contribute to the effectiveness of the team by reflecting on their own and team activities, making suggestions on ways to improve and enhance team performance

Work effectively with individuals in other agencies to meet patient needs

Effectively manage own time, workload and resources

COMMUNICATION

The post holder should recognise the importance of effective communication within the team and will strive to communicate effectively with:

Other team members

Patients and carers

Recognise:

Peoples need for alternative methods of communication and respond accordingly

CONTRIBUTION TO THE IMPLMENTATION OF SERVICES

The post-holder will

Apply Hurley Group , standards and guidance

Discuss with other members of the team how the policies, standards and guidelines will affect their own work

Participate in audit where appropriate

FINANCIAL REGULATIONS

All Staff are responsible for security of any property belonging to Hurley Group avoiding loss or damage and being economical and efficient in the use of resources

Staff should conform to the requirements of the financial procedures which include the Bribery, Fraud and Corruption Policy and other polices as set out in the Staff Handbook

SAFEGUARDING OF CHILDREN AND VULNERABLE ADULTS

All employees have a responsibility for:

Safeguarding children and Safeguarding Adults in the course of their daily duties

For ensuring that they are aware of the specific Safeguarding duties related to their role

GENERAL

The post-holder

Is advised that the job description describes responsibilities as they are currently required and these are subject for review and updating in the light of changing service needs. Any changes will be subject to consultation as part of the annual appraisal

Should be aware that job descriptions are not fixed although every effort is made to ensure that the responsibilities reflect what you are being asked to do. However by the nature of the business that Hurley Group undertakes this demands flexibility in order to provide a service to our patients and Doctors. The job title and description may be amended and you may be asked to undertake additional duties not specified that may be reasonably required

May be expected to work at any of the medical practice sites in line with service needs

Must at all times carry out his/her responsibilities with due regard to the Hurley Group Equal Opportunities Policy (Staff Handbook)

Has a contractual duty to participate in the practice performance appraisal scheme and to contribute to their own personal development and the development of any staff they are responsible for

Is expected to follow the Hurley Groups general standards of performance and behaviours. If you require a copy of this document please ask your line manager or contact the HR department

Person Specification

Qualifications

Essential

• At least two years experience of working in an NHS administration (or equivalent) role
• Degree level education or equivalent
• Evidence of continuing professional development

Service development

Essential

• Ability to reflect and make suggestions for change
• Awareness of other staffs responsibilities and willingness to help
• Ability to work effectively as part of a team
• Ability to work flexibly and be responsible to changing demands
• Commitment to working within a Primary Health Care Team
• Be aware of responsibilities under the Health & Safety at Work Act (1974)
• Flexible to work at any of the Hurley Group sites in line with the service needs

Desirable

• Experience of programme and project management
• Experience of providing governance support to a programme or project
• Experience in negotiation with external partners
• Ability to plan and organise broad range of complex activities, formulate and adjust plans which impact beyond own area

Communication

Essential

• Experience of providing, receiving and processing sensitive or contentious information and communicating this effectively.
• Experience of building and developing effective working relationships and networking with senior professionals
• Ability to communicate effectively both orally and in writing
• Ability to recognise peoples needs for alternative methods of communication and respond accordingly
• Positive outlook to ensure all the information communicated both internally and externally, whether verbal, electronically or in writing is done so in a positive, upbeat way.
• Experience in an outward facing role

Desirable

• Proven ability to convey technical information in lay terms, both written and verbal

Decision Making

Essential

• Able to work independently, use initiative, mange own time and that of others to respond to priorities and meet deadlines
• Proactively manage issues and make a judgement regarding the identification and appropriate escalation of risks and issues for own work and that of the team, taking mitigating actions as required.
• Effectively manage own time, workload and resources.
• Reliability

Experience

Essential

• Ability to work under pressure, prioritise workload, and meet deadlines
• An understanding of NHS information governance processes
• A sound understanding of confidentiality and awareness of the Data Protection Act (1998)
• Highly organised with the ability to meet deadlines and produce work in a timely way

Desirable

• Experience of producing reports, briefings, assessments and presentations involving highly complex information, statistical analysis, interpretation and comparisons and providing recommendations and or options
• Understanding of the professional regulation and standards environment for healthcare professionals

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

Hurley Group

Address

Kennington Lane

London

SE11 4HJ

Employer's website

http://hurleygroup.co.uk/ (Opens in a new tab)