Operational Manager
Reach Healthcare
This job is now closed
Job summary
To support the Business management team in all aspects of practice functionality, motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment.
Main duties of the job
The following are the core responsibilities of the Operational Manager.
The Operational Manager is responsible for
Supporting the Business management team in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
Providing leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times
Direct line management of all reception supervisors and administrative lead staff
Overseeing the administrative elements of QOF, liaising with the QOF Admin lead.
Overseeing systems and working with the complaints lead to ensure compliance with CQC regulations and standards
Ensure regular and effective team meets are arranged with key action points raised and minutes circulated in a timely manner
Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare
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, supported by a lead administrator
Oversight and management of all premises compliance and safety requirements including fire, health & safety and cleaning for the owned premises and liaise with the landlord of the healthy living buildings for the two other sites to ensure evidence documentation is shared.
About us
Reach Healthcare is a large GP practice in Medway covering geographical areas of Walderslade, Lordswood and Gillingham.
The practice is merging with Medway Medical Group in April 2024, increasing the total list size to over 33,000.
The practice team is made up for 4 GP Partners, 8 Salaried GPs, 2 ANPs, 3 Paramedics, 1 Physician Associate and 2 Pharmacists, supported by an experienced nursing team who cover treatment room duties and long term condition management.
The management team consists of Business Managers and Team leaders.
Date posted
31 January 2024
Pay scheme
Other
Salary
Depending on experience
Contract
Permanent
Working pattern
Full-time, Flexible working, Compressed hours
Reference number
A5573-24-0000
Job locations
Doctors Surgery
Robin Hood Lane
Chatham
Kent
ME5 9LD
Job description
Job responsibilities
Post overview
To support the Business management team in all aspects of practice functionality, motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment.
Primary ResponsibilitiesThe following are the core responsibilities of the Operational 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.
The Operational Manager is responsible for:
a. Supporting the Business management team in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
b. Providing leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times
c. Direct line management of all reception supervisors and administrative lead staff
d. Overseeing the administrative elements of QOF, liaising with the QOF Admin lead.
e. Responsible for central reporting mechanisms, eg annual declaration, complaints returns, IG toolkit, etc
f. Overseeing systems and working with the complaints lead to ensure compliance with CQC regulations and standards
g. Coordination of projects within the practice, including maintaining and developing a relationship with the PCN.
h. Ensure regular and effective team meets are arranged with key action points raised and minutes circulated in a timely manner.
i. Reviewing and regularly updating job descriptions and person specifications ensuring all staff are legally and gainfully employed, alongside the HR lead
j. Oversee recruitment including pre-employment checks and DBS, alongside the HR lead
k. Evaluating and overseeing the staff induction programme, alongside the HR lead
l. Implementing and embedding an effective staff appraisal process
m. Implementing and embedding an effective practice and staff development plan for all staff (clinical and administrative) whilst maintaining a robust training record
n. Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare
o. 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, supported by a lead administrator
p. Actively encouraging and promoting the use of patient online services including the practice online consultation programme Anima and Digital Front Door Triage.
q. Work with the knowledge and communications lead to ensure systems are in place for updating and acting as the focal point for the practice website and social media sites
r. Guiding staff and developing searches and audits on the clinical system
s. Reviewing and updating clinical templates ensuring they relate to current practice
t. Marketing the practice appropriately to ensure patient population is stable or increasing, highlighting any population decreases to the partners and business managers.
u. Managing contracts for and highlighting issues with services i.e., cleaning, gardening, window cleaning etc.
v. Ensuring the staff implement the practice wide approach to the management of all patient services matters
w. Oversight and management of all premises compliance and safety requirements including fire, health & safety and cleaning for the owned premises and liaise with the landlord of the healthy living buildings for the two other sites to ensure evidence documentation is shared.
x. Organise all annual equipment testing and calibration.
Secondary ResponsibilitiesIn addition to the primary responsibilities, the Operational Manager may be requested to:
a. Deputise for the Business Management team during period of annual leave or absence.
b. Oversee the management of the Patient Participation Group.
c. Monitor and disseminate information on safety alerts and other pertinent information
d. Maintain the significant event database, providing advice to staff and briefing the team at meetings as required
e. Identify trends and devise solutions to reduce risk and repeated occurrences of significant events
f. Support the compliance lead in the reviewing and updating of practice policies and procedures
All staff at Reach Healthcare have a duty to conform to the following:
Equality, Diversity & Inclusion (ED&I)
A good attitude and positive action towards ED&I creates an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved in decisions about their
treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)
This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.
The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free
from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.
All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others and to cooperate with employers to ensure compliance with health and safety requirements.
All personnel are to comply with the:
Health and Safety at Work Act 1974
Environmental Protection Act 1990
Environment Act 1995
Fire Precautions (workplace) Regulations 1999
Coronavirus Act 2020
Other statutory legislation which may be brought to the post holders attention
Confidentiality
This organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times.
It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.
Quality & Continuous Improvement (CI)
To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.
Reach Healthcare continually strives to improve work processes which deliver healthcare with improved results
across all areas of our service provision. We promote a culture of continuous improvement where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Staff should interpret national strategies and policies into local implementation strategies that are aligned to the
values and culture of general practice.
All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.
Induction
At Reach Healthcare you will be required to complete the induction programme and the management team will support you throughout the process.
Learning and development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in and complete mandatory training. It is an expectation for this post holder to assess their own learning needs and undertake learning as appropriate
The post holder will undertake mentorship for team members and disseminate learning and information gained to other team members to share good practice and inform others about current and future developments (e.g., courses and conferences).
The post holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning.
Job description
Job responsibilities
Post overview
To support the Business management team in all aspects of practice functionality, motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment.
Primary ResponsibilitiesThe following are the core responsibilities of the Operational 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.
The Operational Manager is responsible for:
a. Supporting the Business management team in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
b. Providing leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times
c. Direct line management of all reception supervisors and administrative lead staff
d. Overseeing the administrative elements of QOF, liaising with the QOF Admin lead.
e. Responsible for central reporting mechanisms, eg annual declaration, complaints returns, IG toolkit, etc
f. Overseeing systems and working with the complaints lead to ensure compliance with CQC regulations and standards
g. Coordination of projects within the practice, including maintaining and developing a relationship with the PCN.
h. Ensure regular and effective team meets are arranged with key action points raised and minutes circulated in a timely manner.
i. Reviewing and regularly updating job descriptions and person specifications ensuring all staff are legally and gainfully employed, alongside the HR lead
j. Oversee recruitment including pre-employment checks and DBS, alongside the HR lead
k. Evaluating and overseeing the staff induction programme, alongside the HR lead
l. Implementing and embedding an effective staff appraisal process
m. Implementing and embedding an effective practice and staff development plan for all staff (clinical and administrative) whilst maintaining a robust training record
n. Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare
o. 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, supported by a lead administrator
p. Actively encouraging and promoting the use of patient online services including the practice online consultation programme Anima and Digital Front Door Triage.
q. Work with the knowledge and communications lead to ensure systems are in place for updating and acting as the focal point for the practice website and social media sites
r. Guiding staff and developing searches and audits on the clinical system
s. Reviewing and updating clinical templates ensuring they relate to current practice
t. Marketing the practice appropriately to ensure patient population is stable or increasing, highlighting any population decreases to the partners and business managers.
u. Managing contracts for and highlighting issues with services i.e., cleaning, gardening, window cleaning etc.
v. Ensuring the staff implement the practice wide approach to the management of all patient services matters
w. Oversight and management of all premises compliance and safety requirements including fire, health & safety and cleaning for the owned premises and liaise with the landlord of the healthy living buildings for the two other sites to ensure evidence documentation is shared.
x. Organise all annual equipment testing and calibration.
Secondary ResponsibilitiesIn addition to the primary responsibilities, the Operational Manager may be requested to:
a. Deputise for the Business Management team during period of annual leave or absence.
b. Oversee the management of the Patient Participation Group.
c. Monitor and disseminate information on safety alerts and other pertinent information
d. Maintain the significant event database, providing advice to staff and briefing the team at meetings as required
e. Identify trends and devise solutions to reduce risk and repeated occurrences of significant events
f. Support the compliance lead in the reviewing and updating of practice policies and procedures
All staff at Reach Healthcare have a duty to conform to the following:
Equality, Diversity & Inclusion (ED&I)
A good attitude and positive action towards ED&I creates an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved in decisions about their
treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)
This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.
The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free
from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.
All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others and to cooperate with employers to ensure compliance with health and safety requirements.
All personnel are to comply with the:
Health and Safety at Work Act 1974
Environmental Protection Act 1990
Environment Act 1995
Fire Precautions (workplace) Regulations 1999
Coronavirus Act 2020
Other statutory legislation which may be brought to the post holders attention
Confidentiality
This organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times.
It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.
Quality & Continuous Improvement (CI)
To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.
Reach Healthcare continually strives to improve work processes which deliver healthcare with improved results
across all areas of our service provision. We promote a culture of continuous improvement where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Staff should interpret national strategies and policies into local implementation strategies that are aligned to the
values and culture of general practice.
All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.
Induction
At Reach Healthcare you will be required to complete the induction programme and the management team will support you throughout the process.
Learning and development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in and complete mandatory training. It is an expectation for this post holder to assess their own learning needs and undertake learning as appropriate
The post holder will undertake mentorship for team members and disseminate learning and information gained to other team members to share good practice and inform others about current and future developments (e.g., courses and conferences).
The post holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning.
Person Specification
Experience
Essential
- The right candidate will have a proven track record of leadership, managing change and understanding of compliance requirements.
- Management experience.
Desirable
- Experience of working within a healthcare setting.
Person Specification
Experience
Essential
- The right candidate will have a proven track record of leadership, managing change and understanding of compliance requirements.
- Management experience.
Desirable
- Experience of working within a healthcare setting.
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Reach Healthcare
Address
Doctors Surgery
Robin Hood Lane
Chatham
Kent
ME5 9LD
Employer's website
https://medwaysouthpcn.gpweb.org.uk/reach-healthcare (Opens in a new tab)
Employer details
Employer name
Reach Healthcare
Address
Doctors Surgery
Robin Hood Lane
Chatham
Kent
ME5 9LD
Employer's website
https://medwaysouthpcn.gpweb.org.uk/reach-healthcare (Opens in a new tab)
For questions about the job, contact:
Date posted
31 January 2024
Pay scheme
Other
Salary
Depending on experience
Contract
Permanent
Working pattern
Full-time, Flexible working, Compressed hours
Reference number
A5573-24-0000
Job locations
Doctors Surgery
Robin Hood Lane
Chatham
Kent
ME5 9LD