Job responsibilities
Job
Title: Operations
Manager / Deputy Practice Manager
Job Description Summary:
To provide support to the Managing Partner in all aspects of practice
functionality. Focussing on day-to-day
operability and service delivery.
To provide day to day line management of the Reception, Secretarial
and Admin teams.
Organisational
and Administrative Responsibilities
Deputise for the Managing Partner in their absence (and within the
scope of the Operations Manager role)
Line management of Reception and Admin team including Secretaries - Take
overall responsibility for the efficient running of the administrative
function, maintaining effective systems and processes. To provide leadership
and be responsible for the line management of the Reception Supervisors to
ensure that they and their teams deliver a responsive, high quality and
effective access service. Working with the Administrative team to maintain
systems to ensure effective communication and co-ordination across the sites.
To be responsible for the management and maintenance of the Practices
clinical and other computer systems ensuring delivery of high standards of data
quality, overseeing the security and validation processes for the Clinical
System
To support the Managing Partner and Practice to facilitate key
operational delivery in the event of system disruption, including initiation of
business continuity plan
Work collaboratively as a key member of the practice team. Continue, develop
and promote a positive working culture, encouraging staff participation and
involvement in developing and improving their own contribution towards the
success of the Surgery and the Organisation
Delegation of tasks to Reception and Admin staff where appropriate
Manage information flow from central updates to clinical and
non-clinical staff as appropriate
Support Managing Partner with PPG engagement
Organise Locum cover and update clinics
Deal with ad-hoc complaints when required, record and pass to Managing
Partner for review or escalation. At the request of the Managing Partner, deal with
and investigate complaints and Significant Incidents in accordance with
Practice Policies. Manage records of significant incidents, escalating where
appropriate
Support the operational planning and facilitation of annual campaigns
such as Flu clinics coordinating location, vaccine orders staffing and
promotion
Process claims according to schedules
Participate in the development, production and implementations of
policies and procedures
Where required chair and co-ordinate on-site operational meetings
Where required prepare agendas and ensure minutes are distributed in a
timely manner
Liaise with external healthcare providers and other organisations,
e.g. district nurses, health visitors, midwives, and palliative care nurses
Support and represent the Practice at external meetings and workshops
as appropriate
Adopt a strategic approach to the development and management of
patient services
Respond accurately to requests for information, managing input from
other members of the Practice as required
Staffing:
Support with staff appraisals
Day to day HR management within current skills and competencies
In agreement with Managing Partner, manage informal and formal
disciplinary procedures according to Practice Disciplinary Policy.
Manage requests and staff records for annual leave and sickness - Management
of sickness/absenteeism in accordance with Practice Policy.
Provide staff/ student inductions when required
Arrange and facilitate the appropriate staff training to ensure staff
are compliant with current guidance and legislation
Quality & Improvement
To be accountable for the production of the performance and quality
standards within the Practice, delivered through the Quality & Outcome
Framework (QOF), enhanced services and other initiatives
Engage and contribute to the processes that ensure the practice meet its
contractual requirements including those (but not limited to) of CQC, DoH NHSE, ICB, PHE, CQRS.
Contribute to the development of sound clinical governance and risk
management within the practice
Support and lead where appropriate, the Practice programme of audits
and surveys that support evidence measures of improvement
Ensure patient satisfaction surveys are undertaken and actions plans
implemented and reviewed
Support the practice compliance with NHS contractual obligations in
relation to patient care
Practice
and Development
To maintain an up-to-date awareness of primary care issues and
developments and lead on implementing local changes when requested
Support Managing Partner with specific projects as required
To advise the Managing Partner on issues that arises with regard to
service delivery, quality and performance and to provide solutions to any
problem areas
Support PCN Manager and Practice in the development and the
implementation of PCN projects in line with the PCN contract as relevant to the
Practice
Financial
Role
Within the scope of the role maximise income through Enhanced Services /PPA
/Prevalence/QoF and other sources of income
Within the scope of the role ensure efficient working methods and best use of
resources
Within the scope of the role ensure control of expenditure whilst ensuring
necessary investment in resources
Ordering equipment, furniture and other surgery items according to
agreed budgets alongside e.g. nurses, secretaries, finance manager etc
Work with Finance Manager to achieve the above
Health
and Safety
Ensure all site risk assessments and infection control audits are
completed in line with practice policies and comply with current Health and
Safety legislation
Ensure any health and safety concerns are reported to the Managing
Partner
Equality
and Diversity
The post-holder will support the equality, diversity and rights of
patients, carers and colleagues
Act in a way that recognises the importance of peoples rights,
interpreting them in a way that is consistent with group process, policies and
current legislation
Respect the privacy, dignity, needs and beliefs of patients, carers
and colleagues
Behave in a manner that is welcoming, non-judgemental and respects the
individual circumstances, feeling, priorities and rights
Treat colleagues, patients and visitors with dignity and respect at
all times
General Staff Duties
All members of the Primary Health Care Team are required to attend and
contribute to meetings / away days and ongoing training requirements.
Responsible for identifying need and updating qualifications according
to current professional guidelines. Keep
abreast of current trends and developments in professional matters.
The post holder is required to conform to all Adelaide and St Levan
Surgery policies and to attend any training sessions as necessary.
This job description is not intended to be an exhaustive list of
duties and responsibilities, but a broad outline and may be amended as
necessary following discussion between the post holder and their manager
Promote a positive and pro-active image of the practice and the
Primary Health Care Team
Ensure practice adherence to confidentially, Information Governance
and Data Protection standards
Work collaboratively with colleagues to the benefit of the
organisation
Build effective and positive relationships with colleagues, patients
and other partners.
Role model positive working