Job summary
An exciting
opportunity has arisen for a proactive, organised, motivated and enthusiastic
individual to join the Stockport Integrated Pharmacy Service (SIPS) within Viaduct Care as an
Operations Manager.
SIPS provides a service to all of our GP practices in Stockport and supports
across system working. The function of the SIPS Team is to provide support
to General Practice with medicines related safety & quality including a
focus on medication optimisation. This role will be primarily working with SIPS
Pharmacists, Pharmacy Technicians & administrative support alongside senior
leadership of Viaduct Care & in collaboration with various colleagues across
the system.
The Operations
Manager will lead on the day-to-day management of the service, supporting the
Service Lead, Training and Governance Lead and PCN Leads to deliver a
high-quality service and achieve all key performance indicators. They will
provide first line support to the team and project leads, with responsibility
for performance, workload management, policies and procedures, standards of
customer care and quality.
Our SIPS team continues to evolve, expand & improve in a forever changing landscape with
increasing demands & expectations. We need to ensure we are continually
striving for excellence, adapting efficiently to change & ensuring good
communications with all stakeholders, our team & maintaining the high
standards we pride ourself on.
Main duties of the job
The Operations
Manager will lead on the day-to-day management of the service, supporting the
Service Lead, Training and Governance Lead and PCN Leads to deliver a
high-quality service and achieve all key performance indicators. They will
provide first line support to the team and project leads, with responsibility
for performance, workload management, policies and procedures, standards of
customer care and quality.
This is a brand-new
role to the organisation and although has a clear remit does provide the
successful applicant to co-design and manage their own programme of work.
The role is
classed as a hybrid role; a mix of onsite at base and within PCN practices
and can include some homeworking with a requirement to spend a minimum of at
least 50% of the working week working onsite in line with service requirements.
About us
Viaduct
Care CIC is a Community Interest Company (CIC), NHS Service Provider and the General
Practice (GP) Federation. As the federation for Stockport, we work in partnership
with all GP practices across the borough. The federation was formed to empower
local GPs to provide the best possible care for patients whilst tackling some
of the challenges faced by General Practice by helping doctors and other
healthcare professionals work together, share resources and expertise.
Primary
care must be supported to develop the capacity and capabilities required to
meet the needs of our local population, including support to adopt new ways of
integrated working, working at scale as part of our communities.
As
an organisation, we also provide First Contact Practitioner (advanced physiotherapy),
Pharmacy and Wellbeing & Self-Care services on behalf of the Primary Care
Networks (PCNs) who commission the services.
Job description
Job responsibilities
Job Purpose:
- As a crucial member of the Stockport Integrated Pharmacy Service (SIPS), the Operations Manager holds the key to unlocking operational excellence, continuing quality improvement and driving business growth. From managing teams and resources to optimising processes and driving efficiency. The SIPS Operations Manager will be responsible for working collaboratively within the service, the organisation and with key stakeholders within the Primary Care Networks (PCN) and wider system. This will involve:
- Supporting the organisation to promote high morale, a positive culture and communicate our vision, values, priorities and operating policies
- Performing HR duties such as recruitment and selection, scheduling, coaching and supporting employee relations .
- Performing financial predictions by preparing annual budgets, scheduling expenditures, analysing variance and initiating corrective actions.
- Reviewing and approving operational invoices and forwarding them to payment
- Ensuring compliance with statutory regulations and governance requirements.
- Project Management; partnering with senior clinical leads to deliver on the ambitious safety, quality and cost saving projects in line with national and local requirements and standards.
- You will have responsibility for areas such as, education, governance, project delivery, HR and Finance
- Maintaining and monitoring the SIPS Risk Register, ensuring reporting in line with governance arrangements and following up on agreed actions
- Leading on the SIPS Operational Plan by tracking, collating, reporting and implementing agreed actions.
Main Roles & Responsibilities:
Key Working Relationships
- You will report to the Training and Governance Lead, Service Lead and partner with the PCN Lead Pharmacists and Corporate Service.
- You will work collaboratively with colleagues across the organisation ( in a multi-disciplinary team (MDT) approach.
- You will work with practice and PCN operational and clinical staff within the locality.
- You will also work and liaise with colleagues across other Greater Manchester (GM) localities.
Communication and Engagement:
- Leads the development and delivery of internal and external communications and engagement to support the service in order to illustrate the delivery in various audiences. For example, agendas, minutes, action logs, meeting reports, newsletters, highlight reports and presentations.
- Internally leads on communication produce key updates for newsletters, briefings and locality/system events.
- Externally lead on marketing and social media responsible for creating content and partnering with the Corporate team to promote the service
- Collate reports on performance management relating to targets, operational activities and create presentations using a range of information from a variety of sources
- Prepare presentation materials and present at local, locality & GM wide group meetings. For example, Clinical Director (CD) forums, Commissioner update meetings and Pharmacy Oversight Meetings (POM), etc.
- Co-ordinate patient focus groups as required for the community population. For example, smoking cessation, weight loss, diabetes, importance of blood tests when on high-risk medication. This can be delivered online or face-to-face.
- Engage with services in the community that support the service provision.
- Assist the Business Intelligence (BI) team to collate and report on successful delivery and performance objectives.
- Works autonomously and refer to line manager and team as necessary.
- Communicate effectively at all levels and multidisciplinary Primary Health Care Teams and to foster and promote effective lines of communication within GP practices.
- To effectively manage questions, comments and suggestions from clinicians, managers, staff and patients. These must be dealt with appropriately and in a timely manner, escalating to line manager or appropriate colleague when necessary. This may also involve supporting patients with questions, concerns or comments on changes where sensitivity will be required.
- Partner with PCN Leads to maintain effective communication and relationships within PCN Practices and community.
- Effectively communicate complex or business sensitive information between the inter-disciplinary teams so that there is a smooth flow of information and key service, divisional or organisational messages are received and understood in a timely fashion. Ensuring that all needs and views are taken into account in the planning and monitoring of departments activities.
Analytical and Judgement Skills
- Use of Excel spreadsheets to support data collection for senior managers and the Business Intelligence (BI) team.
- Computer data entry, processing and recording information in accordance with the organisations and practices procedures.
- Ability to use multiple IT systems, requiring high levels of concentration to analyse and interpret complex set of data and create reports to demonstrate performance. Responsible for monitoring and acting upon such reports.
Planning and Organising
- Lead on the coordination of rotas and responsibilities.
- Support the Service Lead on planning, goal setting, managing resources, assessing and manage risk and keeping accurate records, etc.
- Developing action logs across different PCN teams and ensuring these are completed, reported and shared.
- Supporting the Service Lead to develop operational and strategic plans
- Maintaining and monitoring the SIPS Risk Register, ensuring reporting in line with governance arrangements and following up on agreed actions
- Support the Service Lead on the development of the SIPS Operational Plan by tracking, collating, reporting and implementing agreed actions.
- Partnering with SIPS PCN teams to ensure delivery on SIPS PCN work plans in line with any contractual requirement including the Network Contract Directed Enhanced Service (DES) requirements & any service specifications.
- Identify and develop opportunities to promote the service.
- Identify and support in developing processes and systems to review, improve, standardise and automate processes across the service.
- Support the development of EMIS Searches for specified projects and the wider SIPS workplan.
Policies & Procedures
Required to comment on, actively implement and to propose changes to policies and/or procedures that are used in the Pharmacy service and wider organisation as appropriate.
Conduct risk assessments and implement preventive measures to mitigate potential risks.
To contribute to the development, implementation and review of local policies. For example, the review of the medicines optimisation policies in line with national and local policy
Track and monitor policy effectiveness and compliance, and identify learning needs, development or training to ensure policy standards are robust.
Develop Frequently Asked Questions (FAQ) and/or How Tos & Standard Operating Procedures (SOPs) as required for the service.
Partner with corporate colleagues to input or feed into wider organisation policies and procedures.
Manage and maintain internal governance processes for the Pharmacy service ensuring any actions or key themes are fed back or escalated as appropriate.
Providing ad hoc support to the Admin Support Officers (ASOs) and senior managers with the administration of policies and procedures. For example, supporting sickness reporting procedures and SIPS Admin Phone cover.
Job description
Job responsibilities
Job Purpose:
- As a crucial member of the Stockport Integrated Pharmacy Service (SIPS), the Operations Manager holds the key to unlocking operational excellence, continuing quality improvement and driving business growth. From managing teams and resources to optimising processes and driving efficiency. The SIPS Operations Manager will be responsible for working collaboratively within the service, the organisation and with key stakeholders within the Primary Care Networks (PCN) and wider system. This will involve:
- Supporting the organisation to promote high morale, a positive culture and communicate our vision, values, priorities and operating policies
- Performing HR duties such as recruitment and selection, scheduling, coaching and supporting employee relations .
- Performing financial predictions by preparing annual budgets, scheduling expenditures, analysing variance and initiating corrective actions.
- Reviewing and approving operational invoices and forwarding them to payment
- Ensuring compliance with statutory regulations and governance requirements.
- Project Management; partnering with senior clinical leads to deliver on the ambitious safety, quality and cost saving projects in line with national and local requirements and standards.
- You will have responsibility for areas such as, education, governance, project delivery, HR and Finance
- Maintaining and monitoring the SIPS Risk Register, ensuring reporting in line with governance arrangements and following up on agreed actions
- Leading on the SIPS Operational Plan by tracking, collating, reporting and implementing agreed actions.
Main Roles & Responsibilities:
Key Working Relationships
- You will report to the Training and Governance Lead, Service Lead and partner with the PCN Lead Pharmacists and Corporate Service.
- You will work collaboratively with colleagues across the organisation ( in a multi-disciplinary team (MDT) approach.
- You will work with practice and PCN operational and clinical staff within the locality.
- You will also work and liaise with colleagues across other Greater Manchester (GM) localities.
Communication and Engagement:
- Leads the development and delivery of internal and external communications and engagement to support the service in order to illustrate the delivery in various audiences. For example, agendas, minutes, action logs, meeting reports, newsletters, highlight reports and presentations.
- Internally leads on communication produce key updates for newsletters, briefings and locality/system events.
- Externally lead on marketing and social media responsible for creating content and partnering with the Corporate team to promote the service
- Collate reports on performance management relating to targets, operational activities and create presentations using a range of information from a variety of sources
- Prepare presentation materials and present at local, locality & GM wide group meetings. For example, Clinical Director (CD) forums, Commissioner update meetings and Pharmacy Oversight Meetings (POM), etc.
- Co-ordinate patient focus groups as required for the community population. For example, smoking cessation, weight loss, diabetes, importance of blood tests when on high-risk medication. This can be delivered online or face-to-face.
- Engage with services in the community that support the service provision.
- Assist the Business Intelligence (BI) team to collate and report on successful delivery and performance objectives.
- Works autonomously and refer to line manager and team as necessary.
- Communicate effectively at all levels and multidisciplinary Primary Health Care Teams and to foster and promote effective lines of communication within GP practices.
- To effectively manage questions, comments and suggestions from clinicians, managers, staff and patients. These must be dealt with appropriately and in a timely manner, escalating to line manager or appropriate colleague when necessary. This may also involve supporting patients with questions, concerns or comments on changes where sensitivity will be required.
- Partner with PCN Leads to maintain effective communication and relationships within PCN Practices and community.
- Effectively communicate complex or business sensitive information between the inter-disciplinary teams so that there is a smooth flow of information and key service, divisional or organisational messages are received and understood in a timely fashion. Ensuring that all needs and views are taken into account in the planning and monitoring of departments activities.
Analytical and Judgement Skills
- Use of Excel spreadsheets to support data collection for senior managers and the Business Intelligence (BI) team.
- Computer data entry, processing and recording information in accordance with the organisations and practices procedures.
- Ability to use multiple IT systems, requiring high levels of concentration to analyse and interpret complex set of data and create reports to demonstrate performance. Responsible for monitoring and acting upon such reports.
Planning and Organising
- Lead on the coordination of rotas and responsibilities.
- Support the Service Lead on planning, goal setting, managing resources, assessing and manage risk and keeping accurate records, etc.
- Developing action logs across different PCN teams and ensuring these are completed, reported and shared.
- Supporting the Service Lead to develop operational and strategic plans
- Maintaining and monitoring the SIPS Risk Register, ensuring reporting in line with governance arrangements and following up on agreed actions
- Support the Service Lead on the development of the SIPS Operational Plan by tracking, collating, reporting and implementing agreed actions.
- Partnering with SIPS PCN teams to ensure delivery on SIPS PCN work plans in line with any contractual requirement including the Network Contract Directed Enhanced Service (DES) requirements & any service specifications.
- Identify and develop opportunities to promote the service.
- Identify and support in developing processes and systems to review, improve, standardise and automate processes across the service.
- Support the development of EMIS Searches for specified projects and the wider SIPS workplan.
Policies & Procedures
Required to comment on, actively implement and to propose changes to policies and/or procedures that are used in the Pharmacy service and wider organisation as appropriate.
Conduct risk assessments and implement preventive measures to mitigate potential risks.
To contribute to the development, implementation and review of local policies. For example, the review of the medicines optimisation policies in line with national and local policy
Track and monitor policy effectiveness and compliance, and identify learning needs, development or training to ensure policy standards are robust.
Develop Frequently Asked Questions (FAQ) and/or How Tos & Standard Operating Procedures (SOPs) as required for the service.
Partner with corporate colleagues to input or feed into wider organisation policies and procedures.
Manage and maintain internal governance processes for the Pharmacy service ensuring any actions or key themes are fed back or escalated as appropriate.
Providing ad hoc support to the Admin Support Officers (ASOs) and senior managers with the administration of policies and procedures. For example, supporting sickness reporting procedures and SIPS Admin Phone cover.
Person Specification
Qualifications
Essential
- Degree level qualification appropriate to role or equivalent relevant experience plus further relevant training to post graduate level equivalent
- Evidence of continuing professional development
Desirable
- Project Management qualification, e.g. Prince 2 or relevant experience
- Evidence of formal management development or further qualifications
- Evidence of formal IT or Microsoft Office training, qualifications or equivalent relevant experience
Experience
Essential
- Experience of and ability to recognise and respond appropriately to risk and safeguarding concerns
- Experience of working in an administrative environment
- Evidence of people management including performance, recruitment, training and absence management
- Evidence of successful process design and implementation
- Experience of managing projects
- Experience of working in a patient or customer focused environment
- Proven experience of developing processes, analysing information and report writing.
Desirable
- Working knowledge and experience in change management and service design
- Experience and understanding of working with services and developing key performance indicators
- Demonstrable experience in health service information management, working with clinicians and managers
- Past experience of working in an area specialising in healthcare.
- Experience of training delivery
- Experience of leading a team
- Experience of participation in audit and data collection
Knowledge and Skills
Essential
- Working knowledge of Microsoft Office including Word, PowerPoint and Excel
- Understanding of Data Protection legislation, GDPR and information governance
- Knowledge of NHS standards and codes of practice as they apply to the delivery of patient focused services
- Strong interpersonal skills and communication skills. Clear communicator with good writing, data entry and telephone skills
- Excellent organisation and planning skills
- Ability to work effectively as part of a team by developing strong working relationships
- Ability to positively and proactively engage with key stakeholders (e.g. patients, clinicians and commissioners)
- Able to work on own initiative within the set parameters, organising and prioritising own workload to set deadlines
- Able to work alone (autonomously) within an agreed framework whilst unsupervised, within defined policies and procedures to set timescales.
- Able to interpret and determine the requirements of service users and customers, and develop reports to meet those requirements
- Understanding of and commitment to equality of opportunity and good working relationships
- To have knowledge of, and follow local policies and procedures regarding acting appropriately to protect vulnerable adults and children at risk
- An ability to maintain confidentiality and trust
- Excellent communicator who is influential, persuasive, and credible.
- Good time keeping
- Flexible approach to work
- Ability to travel
Desirable
- Able to work collaboratively across the service, organisation and wider system partners to share learning, best practice and opportunity
- Appetite to develop new skills and to work on new technology
- supporting the service to deliver efficiencies and savings
- Ability to develop and train others as required
- Knowledge of healthcare
- Familiarity with drug names and terminology
- Working knowledge of EMIS Web or other clinical systems
Person Specification
Qualifications
Essential
- Degree level qualification appropriate to role or equivalent relevant experience plus further relevant training to post graduate level equivalent
- Evidence of continuing professional development
Desirable
- Project Management qualification, e.g. Prince 2 or relevant experience
- Evidence of formal management development or further qualifications
- Evidence of formal IT or Microsoft Office training, qualifications or equivalent relevant experience
Experience
Essential
- Experience of and ability to recognise and respond appropriately to risk and safeguarding concerns
- Experience of working in an administrative environment
- Evidence of people management including performance, recruitment, training and absence management
- Evidence of successful process design and implementation
- Experience of managing projects
- Experience of working in a patient or customer focused environment
- Proven experience of developing processes, analysing information and report writing.
Desirable
- Working knowledge and experience in change management and service design
- Experience and understanding of working with services and developing key performance indicators
- Demonstrable experience in health service information management, working with clinicians and managers
- Past experience of working in an area specialising in healthcare.
- Experience of training delivery
- Experience of leading a team
- Experience of participation in audit and data collection
Knowledge and Skills
Essential
- Working knowledge of Microsoft Office including Word, PowerPoint and Excel
- Understanding of Data Protection legislation, GDPR and information governance
- Knowledge of NHS standards and codes of practice as they apply to the delivery of patient focused services
- Strong interpersonal skills and communication skills. Clear communicator with good writing, data entry and telephone skills
- Excellent organisation and planning skills
- Ability to work effectively as part of a team by developing strong working relationships
- Ability to positively and proactively engage with key stakeholders (e.g. patients, clinicians and commissioners)
- Able to work on own initiative within the set parameters, organising and prioritising own workload to set deadlines
- Able to work alone (autonomously) within an agreed framework whilst unsupervised, within defined policies and procedures to set timescales.
- Able to interpret and determine the requirements of service users and customers, and develop reports to meet those requirements
- Understanding of and commitment to equality of opportunity and good working relationships
- To have knowledge of, and follow local policies and procedures regarding acting appropriately to protect vulnerable adults and children at risk
- An ability to maintain confidentiality and trust
- Excellent communicator who is influential, persuasive, and credible.
- Good time keeping
- Flexible approach to work
- Ability to travel
Desirable
- Able to work collaboratively across the service, organisation and wider system partners to share learning, best practice and opportunity
- Appetite to develop new skills and to work on new technology
- supporting the service to deliver efficiencies and savings
- Ability to develop and train others as required
- Knowledge of healthcare
- Familiarity with drug names and terminology
- Working knowledge of EMIS Web or other clinical systems
