Job summary
Burlington Primary Care is looking to enhance and expand its management team and have a fantastic leadership opportunity for a resilient, proactive, and forward-thinking candidate with a particular interest exploring the operational aspects of practice management and leading a team of Care Navigators.
We are looking for an Operations Manager with responsibilities for the compliance, data and service quality aspects of the services that we deliver. The ideal candidate would be someone with a strong history of working within an operationally led service, dealing with the public to optimise and enhance the experience they receive, a proactive ability to problem solve and troubleshoot, able to lead and motivate teams, work with the senior management team and partners to deliver the Practice's objectives, obligations and aspirations for quality improvement and care delivery of its services.
Whereas a healthcare (in particular General Practice) background would be desirable, we welcome applications and look forward to meeting candidates from other operational delivery sectors.
Main duties of the job
The key focuses for this role are: to be the operational lead for Care Navigation team; to take a lead on CQC – ensuring all key lines of enquiry are carried out and regularly monitored and reviewed; to provide general project management to include delivery assurance as well as ongoing quality and performance analysis of these changes.
The successful candidate would work alongside and as part of our existing management team and will be led and fully supported by our Practice Manager and GP Partners.
About us
We are a friendly, professional, caring team who is passionate about providing safe and effective care to our patient population.
Our new Operations Manager would join us alongside our excellent and
experienced clinical team consisting of 5 GP Partners, Salaried GPs, ANP, Practice Nurses,
HCAs, Advanced Care Practitioner, Advanced Care Technicians and Clinical
Pharmacist, in addition to our medicines management, secretarial, GPPA, administrative,
Integrated Care Practitioners & reception teams.
The Practice is also an active member of the Orwell PCN - which
includes collaborative working with 1 other local Practices.
As a Training Practice, we are also very proactive in
education and professional development - with a number of clinical supervisors
and involvement in supporting a number of medical placements.
Job description
Job responsibilities
- To work closely with the existing management team to oversee and manage the operational running of the Practice focusing on patient services, service improvement and data quality
- To be the first point of contact for operational escalation with regards to issues around Care Navigation, and general day to day administration of this project and the wider team
- To manage and coordinate all aspects of Practice compliance for CQC and contractual obligations
- To provide a high quality and caring service for all patients and their carers who access Burlington Primary Care, demonstrating empathy, patience and a holistic approach to client/patient care.
- The Care Navigation Project Lead will be responsible for improving the outcome and experience of patients by helping to influence wellbeing through high quality information and guidance on services available locally and digitally.
- The Care Navigation Project Lead will take full responsibility for helping to design and implement the project and the day-to-day role out and line management of the Care Navigation project.
- They will support the team of Care Navigators to help patients navigate the system and coordinate access to care and support.
- To be the first point of contact for operational escalation with regards to issues around Care Navigation, and general day to day administration of this project.
- To be the first point of contact for any new projects that fall under the scope of care navigation, act as representative of BPC and with the support of the practice manager ensure successful project role out, identify any outstanding issues to resolve/review
- Have a strong understanding of the digital landscape and be a key stakeholder in improving the quality of patient interactions and in growing the use of care navigation through the use of our website and social media
- Work collaboratively with the Head Receptionist to support the day to day smooth running of the team
- Support the management team and leading on quality assurance in the organisation focusing on CQC lines of enquiry
In conjunction with the Head Receptionist, the Care Navigation Project Lead will provide a smooth running and comprehensive administrative service for the Care Navigators ensuring that resources are managed effectively and working practices are maintained, accessible and up to date.
- Make every patient contact count, maximising opportunities for health education/promotion using a digital platform as appropriate for example sending text message from an agreed set of key health messages.
- Where referral to a healthcare professional is not required, offering pathways ensuring the patient is guided appropriately to other services/organisations
- Alongside clinicians, support the care of patients as required ensuring that we obtain key patient measurements.
- Encourage the use of Language Line to ensure an inclusive service to all patients.
- Participate and get involved in local care navigation forums
- Recording clear and contemporaneous consultation notes to an agreed standard using the organisation databases and templates as directed, updating as necessary.
- Collecting data for audit purposes
- Ensure and undertake the annual mandatory training relevant to the job role
- To understand the legal, ethical and regulatory principles of the NHS and know personal boundaries and when to seek help/guidance.
- To assist and take part in the training of colleagues
- To report any incidents that might compromise health and safety for self, other staff, visitors or patients. To respond in emergency situations.
- The post-holder is expected to actively participate in team meetings and contribute to the successful deliver of the service.
- To demonstrate an understanding and commitment to our values.
- In general, the post-holder will be expected to undertake all the normal duties and responsibilities associated with working within primary care.
- Performance monitoring of Care Navigator staff (with annual appraisals), reporting to the Practice Manager on a quarterly and end-of-year basis ensuring all staff have had an appraisal and the necessary paperwork has been completed and reviewed by the HR lead and Practice Manager.
- In conjunction with the Head Receptionist, deal with more complex enquiries from patients and outside agencies.
- Liaise with the Practice Manager and H.R. Administrator concerning regular staffing and organisation of work.
- In conjunction with the Head Care Navigator to provide support, guidance and the teacher of good practice skills to all Care Navigators, ensuring the smooth running of Care Navigator and the downstairs phone room.
- Provide robust and comprehensive induction training of all new staff to agreed standards set in conjunction with the Practice Manager.
- Continually review and look at demand /workflow / systems management
- In the absence of the Head Receptionist (due to a/l or sickness) to arrange/organise Care Navigator staff rotas and organise cover for holidays, sickness and compassionate leave
- In the absence of the Head Receptionist (due to a/l or sickness) evaluate annual leave/TOIL requests before submitting to the H.R. Administrator for ultimate approval
- Apply practice policies, standards and guidance and updating them where appropriate to the role
- Discuss with other members of the team how the policies, standards and guidelines will affect own work and ensure that they are followed at all times
- Endeavour to achieve target levels governed by QOF and the practice, guidance given by the Practice Manager
- Continually assess and evaluate systems recommending changes and improvements to the management team as appropriate, for example look at workflow/appointment demand/audit of calls taken.
Job description
Job responsibilities
- To work closely with the existing management team to oversee and manage the operational running of the Practice focusing on patient services, service improvement and data quality
- To be the first point of contact for operational escalation with regards to issues around Care Navigation, and general day to day administration of this project and the wider team
- To manage and coordinate all aspects of Practice compliance for CQC and contractual obligations
- To provide a high quality and caring service for all patients and their carers who access Burlington Primary Care, demonstrating empathy, patience and a holistic approach to client/patient care.
- The Care Navigation Project Lead will be responsible for improving the outcome and experience of patients by helping to influence wellbeing through high quality information and guidance on services available locally and digitally.
- The Care Navigation Project Lead will take full responsibility for helping to design and implement the project and the day-to-day role out and line management of the Care Navigation project.
- They will support the team of Care Navigators to help patients navigate the system and coordinate access to care and support.
- To be the first point of contact for operational escalation with regards to issues around Care Navigation, and general day to day administration of this project.
- To be the first point of contact for any new projects that fall under the scope of care navigation, act as representative of BPC and with the support of the practice manager ensure successful project role out, identify any outstanding issues to resolve/review
- Have a strong understanding of the digital landscape and be a key stakeholder in improving the quality of patient interactions and in growing the use of care navigation through the use of our website and social media
- Work collaboratively with the Head Receptionist to support the day to day smooth running of the team
- Support the management team and leading on quality assurance in the organisation focusing on CQC lines of enquiry
In conjunction with the Head Receptionist, the Care Navigation Project Lead will provide a smooth running and comprehensive administrative service for the Care Navigators ensuring that resources are managed effectively and working practices are maintained, accessible and up to date.
- Make every patient contact count, maximising opportunities for health education/promotion using a digital platform as appropriate for example sending text message from an agreed set of key health messages.
- Where referral to a healthcare professional is not required, offering pathways ensuring the patient is guided appropriately to other services/organisations
- Alongside clinicians, support the care of patients as required ensuring that we obtain key patient measurements.
- Encourage the use of Language Line to ensure an inclusive service to all patients.
- Participate and get involved in local care navigation forums
- Recording clear and contemporaneous consultation notes to an agreed standard using the organisation databases and templates as directed, updating as necessary.
- Collecting data for audit purposes
- Ensure and undertake the annual mandatory training relevant to the job role
- To understand the legal, ethical and regulatory principles of the NHS and know personal boundaries and when to seek help/guidance.
- To assist and take part in the training of colleagues
- To report any incidents that might compromise health and safety for self, other staff, visitors or patients. To respond in emergency situations.
- The post-holder is expected to actively participate in team meetings and contribute to the successful deliver of the service.
- To demonstrate an understanding and commitment to our values.
- In general, the post-holder will be expected to undertake all the normal duties and responsibilities associated with working within primary care.
- Performance monitoring of Care Navigator staff (with annual appraisals), reporting to the Practice Manager on a quarterly and end-of-year basis ensuring all staff have had an appraisal and the necessary paperwork has been completed and reviewed by the HR lead and Practice Manager.
- In conjunction with the Head Receptionist, deal with more complex enquiries from patients and outside agencies.
- Liaise with the Practice Manager and H.R. Administrator concerning regular staffing and organisation of work.
- In conjunction with the Head Care Navigator to provide support, guidance and the teacher of good practice skills to all Care Navigators, ensuring the smooth running of Care Navigator and the downstairs phone room.
- Provide robust and comprehensive induction training of all new staff to agreed standards set in conjunction with the Practice Manager.
- Continually review and look at demand /workflow / systems management
- In the absence of the Head Receptionist (due to a/l or sickness) to arrange/organise Care Navigator staff rotas and organise cover for holidays, sickness and compassionate leave
- In the absence of the Head Receptionist (due to a/l or sickness) evaluate annual leave/TOIL requests before submitting to the H.R. Administrator for ultimate approval
- Apply practice policies, standards and guidance and updating them where appropriate to the role
- Discuss with other members of the team how the policies, standards and guidelines will affect own work and ensure that they are followed at all times
- Endeavour to achieve target levels governed by QOF and the practice, guidance given by the Practice Manager
- Continually assess and evaluate systems recommending changes and improvements to the management team as appropriate, for example look at workflow/appointment demand/audit of calls taken.
Person Specification
Qualifications
Desirable
- Minimum GCSE English and Maths or equivalent
- Project management or administration NVQ level 3 or above or equivalent
- Current Adult and Child safeguarding training
- Basic Life Support training
Knowledge and Skills
Essential
- Awareness of local health and social care system and range of pathways available in primary care
- Advanced knowledge of local health and social care system and wide range of options available for patients in primary care
- Positive attitude towards staff and patients
- Able to take initiative and prioritise workload
- Demonstrate effective organisations skills
- Able to work under pressure and meet deadlines
- Good interpersonal skills
- Attention to detail
- Respect and understanding of the need for confidentiality
- Able to deal with conflict and distress
- Able to work in a challenging and changing environment, responding quickly and flexibly to new challenges
- Able to problem solve
Communications
Essential
- Confident in communication methods and able to communicate effectively with a range of groups
- Confident in the use of electronic records, databases and spreadsheets and other equipment as specific to the organisation and able to record information accurately and in a timely manner
Experience
Essential
- Previous experience in operational management or administrative role with customer/patient contact and evidence of ability to use initiative and work independently
Desirable
- Working in a healthcare environment
Person Specification
Qualifications
Desirable
- Minimum GCSE English and Maths or equivalent
- Project management or administration NVQ level 3 or above or equivalent
- Current Adult and Child safeguarding training
- Basic Life Support training
Knowledge and Skills
Essential
- Awareness of local health and social care system and range of pathways available in primary care
- Advanced knowledge of local health and social care system and wide range of options available for patients in primary care
- Positive attitude towards staff and patients
- Able to take initiative and prioritise workload
- Demonstrate effective organisations skills
- Able to work under pressure and meet deadlines
- Good interpersonal skills
- Attention to detail
- Respect and understanding of the need for confidentiality
- Able to deal with conflict and distress
- Able to work in a challenging and changing environment, responding quickly and flexibly to new challenges
- Able to problem solve
Communications
Essential
- Confident in communication methods and able to communicate effectively with a range of groups
- Confident in the use of electronic records, databases and spreadsheets and other equipment as specific to the organisation and able to record information accurately and in a timely manner
Experience
Essential
- Previous experience in operational management or administrative role with customer/patient contact and evidence of ability to use initiative and work independently
Desirable
- Working in a healthcare environment
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.
