Operations Manager

Job responsibilities

The following are the core responsibilities of the Operations Manager. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

Human Resource Lead

Manage and lead on the direction of the whole employee life cycle including: recruitment, onboarding, training, development and exit. To include:

• Acting as the lead for recruitment including pre-employment checks and DBS.
• Reviewing and regularly updating job descriptions and person specifications ensuring all staff are legally and gainfully employed.
• Evaluating, organising and overseeing the staff induction programme.
• Implementing and embedding an effective staff appraisal process.
• Implementing and embedding an effective practice and staff development plan for all staff (clinical and administrative) whilst maintaining a robust training record.
• Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare.
• Managing staff holiday requests and any conflicts.
• Managing staff sickness reporting including Return to Work interviews.
• Completing all required reporting of Workforce information including the National Workforce Reporting Service (NWRS).
• Ensure that all staff checks are kept up to date and are entered into the required software (Practice Index), including NMC/GMSC registrations and revalidation.

Patient Services

• Working with the Patient Services Team Lead (PSTM), and the Digital Marketing Manager, ensure the Practices digital communications and pathways are kept up to date and in line with the latest NHSE contractual guidance, ensuring processes and presentations are of a high quality.
• Ensuring staff implement the practice wide approach to the management of all patient services matters.
• Actively promote, engage and further the current Patient Participation Group to enhance representation from the Practice population. The post holder will act as a Lead for this activity supported by the General Manager, Office Manager and a DQ team member.
• Actively manage and resolve enquiries and complaints from patients and other service users with support from the General Manager, escalating any NHSE, Ombudsman, negligence, NHS resolution complaints/claims to the General Manager/Clinical Lead.
• Be mindful at all times of CQC regulatory requirements and evidence match activities.

Finance

• Monitor Quality and Outcome Framework activities and enhanced services alongside the Data Quality Manager and Heads of Department, to protect and maximise practice income.
• Manage the payroll function within the practice working with the accountants for timely payment to staff, Inland Revenue and Pension providers.
• Ensure all online payments are made as requested by the General Manager and the Finance Manager.

Governance and Probity

• Implementing systems to ensure compliance with CQC regulations and standards.
• Leading the management of the clinical system, ensuring IT security and IG compliance at all times and responding to and resolving all local IT issues (with support from the Office Manager and DQ Team).To include the completion of the IG toolkit at least annually.
• Updating Policies and Procedures and ensuring the database is kept up to date, policies are reviewed as required and that all staff have a good understanding of the policies and procedures and any updates.
• Maintain the significant event database, providing advice to staff and briefing the team at meetings as required.
• Identify trends and devise solutions to reduce risk and repeated occurrences of significant events.
• Ensure that all audits are kept up to date and entered into the database, working with Office Manager, Clinical Pharmacists and other staff members.
• Ensure the highest standards of governance and probity in all the above areas.

Premises, Services and Safety

• Managing contracts for and highlighting issues with services i.e., cleaning, gardening, window cleaning etc.
• Ensuring the premises and equipment are kept to a high standard, in conjunction with the Office Manager, and H&S Assistant.
• Carrying out periodic checks and audits on the premises to ensure that they comply with all relevant legislation.
• Ensure all accidents and Significant Events are recorded in line with practice policy.
• Maintain the significant event database, providing advice to staff and briefing the team at meetings as required.
• Ensure insurance for premises and staff is maintained and evaluated.
• Monitor and disseminate information on safety alerts and other pertinent information.
• Ensure that all equipment checks and recording are updated into our database software (Practice Index).

Other roles

• Support the practice and management team with continuous improvement and change initiatives.
• Deputise for the General Manager as and when required.

Skills

Essential

• Excellent communication skills (written, oral and presenting)
• Strong IT skills (generic)
• Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
• Effective time management (planning and organising)
• Ability to network and build relationships
• Ability to implement and embed policy and procedure
• Ability to motivate and train staff

Desirable

• Ability to recognise opportunities to enhance service delivery
• Excellent leadership skills
• Strategic thinker and negotiator
• SystmOne user skills
• Proven problem solving and analytical skills

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 solution 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

Qualifications

Essential

• Good standard of education with excellent literacy and numeracy skills

Desirable

• Educated to A-level/equivalent or higher with relevant experience
• Leadership and/or management qualification

Experience

Essential

• Experience of working with the general public
• Experience of working in a healthcare setting

Desirable

• Experience of managing multidisciplinary teams
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures
• Experience of successfully developing and implementing projects
• NHS/ Primary Care general practice experience
• Relevant health and safety experience