Job summary
An exciting opportunity has emerged for a Practice Operations Manager with real passion and enthusiasm for managing and leading a team within a forward-thinking and progressive medical centre. They will workclosely with the Practice Operations Manager (Facilities Planning and
Management), Practice Operations Manager (IT and Data Quality) and the Managing
Associate Partner as part of the senior management team at Hope Farm Medical
Centre.
Main duties of the job
The successful candidate will possess a positive attitude, can-do spirit with high levels of emotional intelligence and an empathetic approach. With a high degree of organisational skills, you will be empowered to ensure the Patient Services Team are managed and delivering on a day-to-day basis. If you are looking for a challenge in a supportive environment and you care confident that you can help us attain our goals we want to hear from you.
About us
With an
appetite for innovation and creativity, underpinned by a strong belief in
traditional primary care values, Hope Farm Medical Centre nurtures a culture
which is modern, vibrant, forward-thinking and caring. Enabling people to
access a medical practice that is at the heart of the community where each and
every patient matters.
Values
Build
trust and respect through communication
Strive for
quality in everything we do
We work
hard as a team, but with a sense of humour
Being
patient centre is at the heart of our decision
Build
empathy through our actions
Be approachable
and listen to colleagues and service users
Build a positive team and family spirit
Job description
Job responsibilities
The following are the core responsibilities of the Practice Operations Manager (Practice & PST). 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 Practice Operations Manager (Practice & PST) is responsible for:
- Accountable for the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
- Overseeing the administrative elements of QOF, liaising with the Practice Operations Manager (IT and Data Quality)
- Responsible for compliance with CQC regulations and standards
- Responsible for the direct line management of the following staff: Patient Services Team
- Accountable for the evaluating, organising and overseeing & embedding the staff induction & training programme
- Responsible for establishing, reviewing and regularly updating Job Descriptions and Person Specifications, ensuring all staff are legally and gainfully employed
- Responsible for developing, implementing and embedding an effective staff appraisal process
- Responsible for developing, implementing and embedding an effective practice and staff development plan, including mandatory training programmes
- Responsible for implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare and ensuring the Managing Associate Partner is kept informed
- Responsible for ensuring adherence to all practice protocols and policies by the Patient Services Team
- Maintaining an effective overview of HR legislation
- Accountable for managing the financial elements of the practice, including Patient Services Team budgets and overtime, and seeking to maximise income and reduce expenditure
- Be responsible for managing contracts for services i.e. gardening maintenance, window cleaning etc.
- Responsible for developing, implementing and embedding an efficient business resilience plan (BRP)
- Accountable for coordinating the reviewing and updating of all PST practice policies and procedures
- Leading change and continuous improvement initiatives; coordinating all projects within the practice
- Coordinating and leading the compilation of practice reports and the practice development plan (PDP)
- Adopting a strategic approach to the management of all patient services matters
- Responsible for developing, implementing and embedding an effective communication strategy (internal and external)
- Ensuring the practice maintains compliance with its NHS contractual obligations
- Actively encouraging and promoting the use of patient online services
- Liaising at external meetings as required
- Marketing the practice appropriately
- Accountable for leading the management of the Patient Participation Group
- Acting as the complaints manager, ensuring complaints are dealt with in a timely manner, discussed and reviewed at the practice business meetings, and where necessary, escalated to the next level
- Responsible for ensuring all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively including mandatory training
- Preparing agendas for, taking minutes of and deputising as chair for practice meetings
Job description
Job responsibilities
The following are the core responsibilities of the Practice Operations Manager (Practice & PST). 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 Practice Operations Manager (Practice & PST) is responsible for:
- Accountable for the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
- Overseeing the administrative elements of QOF, liaising with the Practice Operations Manager (IT and Data Quality)
- Responsible for compliance with CQC regulations and standards
- Responsible for the direct line management of the following staff: Patient Services Team
- Accountable for the evaluating, organising and overseeing & embedding the staff induction & training programme
- Responsible for establishing, reviewing and regularly updating Job Descriptions and Person Specifications, ensuring all staff are legally and gainfully employed
- Responsible for developing, implementing and embedding an effective staff appraisal process
- Responsible for developing, implementing and embedding an effective practice and staff development plan, including mandatory training programmes
- Responsible for implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare and ensuring the Managing Associate Partner is kept informed
- Responsible for ensuring adherence to all practice protocols and policies by the Patient Services Team
- Maintaining an effective overview of HR legislation
- Accountable for managing the financial elements of the practice, including Patient Services Team budgets and overtime, and seeking to maximise income and reduce expenditure
- Be responsible for managing contracts for services i.e. gardening maintenance, window cleaning etc.
- Responsible for developing, implementing and embedding an efficient business resilience plan (BRP)
- Accountable for coordinating the reviewing and updating of all PST practice policies and procedures
- Leading change and continuous improvement initiatives; coordinating all projects within the practice
- Coordinating and leading the compilation of practice reports and the practice development plan (PDP)
- Adopting a strategic approach to the management of all patient services matters
- Responsible for developing, implementing and embedding an effective communication strategy (internal and external)
- Ensuring the practice maintains compliance with its NHS contractual obligations
- Actively encouraging and promoting the use of patient online services
- Liaising at external meetings as required
- Marketing the practice appropriately
- Accountable for leading the management of the Patient Participation Group
- Acting as the complaints manager, ensuring complaints are dealt with in a timely manner, discussed and reviewed at the practice business meetings, and where necessary, escalated to the next level
- Responsible for ensuring all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively including mandatory training
- Preparing agendas for, taking minutes of and deputising as chair for practice meetings
Person Specification
Qualifications
Essential
- Educated to degree level in healthcare or business, or relevant experience
- Good standard of education with excellent literacy and numeracy skills
- Leadership and / or Management Qualification, or relevant experience
- Accounting/Bookkeeping qualification or relevant financial experience
Desirable
Experience
Essential
- Experience of working with the general public
- Experience of managing accounting procedures including budget and cash flow forecasting
- Experience of managing large multidisciplinary teams
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Experience of successfully developing and implementing projects
- Experience of workforce planning, forecasting and development
- Experience of chairing meetings, producing agendas and minutes
Desirable
- Experience of working in a health care setting
- NHS / Primary Care General Practice experience
- Relevant health and safety experience
Skill
Essential
- Ability to exploit and negotiate opportunities to enhance service delivery
- Excellent communication skills (written, oral and presenting)
- Strong IT skills (generic)
- Excellent leadership skills
- Strategic thinker and negotiator
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- Effective time management (Planning & Organising)
- Ability to network and build relationships
- Proven problem solving & analytical skills
- Ability to develop, implement and embed policy and procedure
- Ability to motivate and train staff
Desirable
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 solutions 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
Qualifications
Essential
- Educated to degree level in healthcare or business, or relevant experience
- Good standard of education with excellent literacy and numeracy skills
- Leadership and / or Management Qualification, or relevant experience
- Accounting/Bookkeeping qualification or relevant financial experience
Desirable
Experience
Essential
- Experience of working with the general public
- Experience of managing accounting procedures including budget and cash flow forecasting
- Experience of managing large multidisciplinary teams
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Experience of successfully developing and implementing projects
- Experience of workforce planning, forecasting and development
- Experience of chairing meetings, producing agendas and minutes
Desirable
- Experience of working in a health care setting
- NHS / Primary Care General Practice experience
- Relevant health and safety experience
Skill
Essential
- Ability to exploit and negotiate opportunities to enhance service delivery
- Excellent communication skills (written, oral and presenting)
- Strong IT skills (generic)
- Excellent leadership skills
- Strategic thinker and negotiator
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- Effective time management (Planning & Organising)
- Ability to network and build relationships
- Proven problem solving & analytical skills
- Ability to develop, implement and embed policy and procedure
- Ability to motivate and train staff
Desirable
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 solutions 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
