Job responsibilities
Job
Role & Purpose
An exciting opportunity has arisen to
join Aspiro Healthcare Derby as Deputy Operations Manager, with primary
responsibility for supporting the Head of Operations, and will take ownership
in ensuring the smooth running of the practice on a day to day basis.
You will be a dynamic individual who
likes rising to challenges but able to think calmly and rationally under
pressure with the ability to make reasoned decisions and escalate issues
appropriately. You will demonstrate exceptional and sensitive customer service
skills, have excellent verbal and written communication skills, and have
experience of dealing with difficult or challenging situations or individuals.
You will have considerable experience of working in a patient, public or
customer-facing role.
The successful candidate will have
experience in a fast-paced office environment, have good IT skills, experience
in using clinical systems such as SystmOne, and will have demonstrable customer
service skills.
This is a new role and therefore it is
expected that this job description will be further defined as the role evolves.
Key
Duties & ResponsibilitiesEnsure all training, development and induction
of all staff members are undertaken in line with practice policies and
procedures.
To support the planning and implementation of
clinical and non-clinical rotas in a timely manner, taking into account
adequate cover for absence for members of the practice team.
To maintain an effective staff appraisal and
monitoring system that complies with organisational HR policies.
Support the Head of Operations to assist with
effective resolutions adhering to company policy.
Report to the Head of Operations about staffing
levels to ensure that there are adequate resources to provide efficient and
effective services for patients.
Be responsible for liaising with HR regarding
approving and managing staff leave, taking account of staffing levels to ensure
effective service provision is maintained.
Ensure appropriate staffing levels are
maintained and manage the recruitment process for vacancies and new posts
across the practice teams.
Practice Organisation and Patient
servicesWork with teams to identify, co-ordinate and
ensure operational processes are effective and efficient and meets the needs of
the practice.
Daily review of IT systems including SystmOne to
ensure optimal delivery of patient services.
Support the implementation of and maintain CQC
compliance within the Practice.
Assist in the development, implementation and
review of practice policies and procedures ensuring they remain up to date and
comply with appropriate regulations governing the practice operations.
Communicate effectively with the Patient Liaison
Manager to ensure that complaints are investigated and responded to in line
with Practice Complaints Procedure and develop systems to prevent recurring
issues.
Oversee and support the Patient Services
Advisory team to ensure operating effectively and efficiently.
Co-ordinate the organisation of practice
meetings to ensure effective outcomes.
Support the Head of Operations to ensure that
the practice complies with NHS contractual obligations in relation to patient
care.
Have an awareness of local and national
guidelines.
Maintain registration policies and monitor
patient turnover and capitation.
Liaise with patient groups as required.
Performance
StandardsExcellent
verbal and written communication skills.
Previous
experience in administration.
The
post holder must communicate effectively with patients, colleagues and team
members.
Excellent
attention to detail, and excellent organisation and time keeping skills.
Ability
to prioritise and manage a varied workload.
The
post holder must recognise peoples needs for alternative methods of
communication and respond accordingly.
Ability to work and adapt to a fast-paced
environment.
Good working knowledge of Microsoft Word,
PowerPoint and Excel, outlook etc.
ConfidentialityIn the course of seeking treatment,
patients entrust us with, or allow us to gather, sensitive information in
relation to their health and other matters.
They do so in confidence and have the right to expect that staff will
respect their privacy and act appropriately.
Post-holders must adhere to the following principles:
In
the performance of the duties outlined in this job description, the post-holder
may have access to confidential information relating to patients and their
carers, practice staff and other healthcare workers.
They
may also have access to information relating to the practice as a business
organisation. All such information from any source is to be regarded as
strictly confidential.
Information
relating to patients, carers, colleagues, other healthcare workers or the
business of the practice may only be divulged to authorised persons in
accordance with Aspiro policies and procedures relating to confidentiality and
the protection of personal and sensitive data.
Health
& SafetyThe post-holder will assist in promoting
and maintaining their own and others health, safety and security as defined in
the Aspiro health & safety policy, the health & safety manual, and the
Aspiro infection control policy and published procedures. This will include:
Using
personal security systems within the workplace according to Aspiro guidelines.
Identifying
the risks involved in work activities and undertaking such activities in a way
that manages those risks.
Making
effective use of training to update knowledge and skills.
Using
appropriate infection control procedures, maintaining work areas in a tidy and
safe way and free from hazards.
Active
reporting of health and safety hazards and infection hazards immediately when
recognised.
Keeping
own work areas generally clean and overseeing Site Managers in the maintenance
of general standards of cleanliness consistent with the scope of their role.
Undertaking
periodic infection control training (minimum annually).
Reporting
potential risks identified to the Aspiro Management.
Equality
& DiversityThe post-holder will support
the equality, diversity and rights of patients, carers and colleagues, to
include:
Acting
in a way that recognises the importance of peoples rights, interpreting them
in a way that is consistent with Aspiro procedures and policies, and current
legislation.
Respecting
the privacy, dignity, needs and beliefs of patients, carers and colleagues.
Behaving
in a manner which is welcoming to and of the individual, is non-judgmental and
respects their circumstances, feelings priorities and rights.
Job Description ReviewsThis job description is intended to
provide an outline of the key tasks and responsibilities only, the list is
non-exhaustive. There may be other duties required of the post holder
commensurate with their position. This
description will be open to regular review and may be amended in the light of
developing or changing services, or as part of an individual performance review
process. All members of staff should be
prepared to take on additional duties or relinquish existing duties in order to
maintain the efficient running of Aspiro.
