Head of Operations

Job description

Job responsibilities

1. Responsible for the day to day efficient and effective operational management of area, linking appropriately with primary care clinical and multi-disciplinary staff in all matters affecting the delivery of core services.

2. To work with the clinical leads and Business Operations Managers to ensure that clinical skills and skill mix is adequate for each service or pathway.

3. Respond to daily problems and ensure issues are swiftly resolved; implement longer term solutions to issues raised

4. Ensure resources are available to meet service needs, including analysing and managing workforce and space requirements

5. Ensure all policies and procedures are in place, adhered to as required by Quay Primary Healthcare CIC.

6. Manage delegated budget responsibilities for the services, ensuring adherence to agreed budget plans, identifying cost improvement savings and implementing plans to reduce costs safely.

7. Produce comprehensive project plans to support the implementation of service changes.

8. Work with the Chief Executive and Business Managers to ensure budgets are up to date and accurately identify changes to budgets as required

9. Further develop KPI performance frameworks and ensure services operate within an agreed performance management framework that complements Quay Primary Healthcare CIC use of key performance indicators across a number of metrics, using service line reporting to ensure timely and accurate capture of information from which metrics reported, and that these frameworks are understood by staff.

10. Identify costs pressures, service development and cost improvement plans, develop business cases to meet requirements.

11. As a member of the leadership team contribute to the Business Plan, ensuring staff involvement, in line with the organisations objectives.

12. Promote a positive image of Quay Primary Healthcare CIC both externally and internally.

13. Participate in and contribute to organisation wide initiatives and projects as appropriate.

14. Build effective networks with other primary care partners, Primary Care Networks and the ICB at local level, working in collaboration to support efficient patient pathways.

15. Manage the analysis of data so that the Chief Executive and Board have access to timely and accurate information on all key performance indicators.

16. In conjunction with the Chief Executive, analyse service data to monitor activity and referral rates and identify changes or likely changes to this practice that may impact on the Directorates services.

2.1 Operational Delivery

1. Working with the Business Managers and Clinical Leads, ensure the quality of all services to patients, carers, and staff: including the management of clinical governance, healthcare standards and risk.

2. Working with the Business Operations Managers and Clinical Leads, ensure that policies are designed, with the views of staff in mind and that policies and standards are communicated, implemented, and regularly audited for compliance.

3. Working with the Business Operations Managers and Clinical Leads, maximise clinical, operational and performance with actions in place to address underperformance.

4. Hold day to day responsibility for the financial budget of the services within your portfolio to optimise resource management.

5. Identify risk and implement mitigation actions and report significant risks and proposed actions through Quay Primary Healthcare CIC governance structure.

6. Minimise boundaries and create effective working relationships between services, both internally and externally to maximise efficiencies and enhance quality and productivity.

7. Facilitate effective relationships with and key local stakeholders including local practices, wider partners, and the local community.

8. Manage the staff within the portfolio of services including recruitment, appraisal, CPD and performance including working closely with professional leads. Manage day to day capacity and operational planning (including rota management).

9. Ensure that the services within their portfolio complies with all the relevant policies and procedures.

10. Provide the Chief Executive with timely reports through an agreed process to provide assurance as to the performance of the services within your portfolio and identify any mitigating actions where required.

2.2 Quality, Corporate and Clinical Governance

1. Ensure that quality and environmental standards are achieved as per CQC specifications.

2. Ensure high standards of cleanliness and infection control.

3. Maintain and develop strong systems for clinical and corporate governance.

4. Ensure that services within your portfolio are focused on the needs of patients and clients.

5. Ensure all staff have objectives and personal development plans. Be responsible for identifying areas of individual performance improvement and the resolution to this.

6. Promote the implementation of key HR initiatives/targets and HR policies/practices.

7. Actively promote and encourage training, development, and educational opportunities for staff.

8. Ensure appropriate communication and staff structures are in place for services within your portfolio.

9. Ensure the implementation of Governance, Health and Safety and Risk Management policies and plans, and monitor compliance and implementation within your portfolio of services.

10. Oversee the management and response to any complaints.

2.3 Development and transformation of services

1. Develop Quay Primary Healthcare CIC organisational culture and demonstrate agreed values and behaviours.

2. Build processes with people as partners in the co-design and co-production of services leading to empowerment of people and involvement in decision making.

3. Work collaboratively with health and social care partners to achieve optimal care for people as close to their home as possible.

4. Participate in the introduction of new pathways and ways of working, taking the lead for ensuring successful local mobilisation and benefits realisation.

5. Embed service improvement methodology and a culture of continuous improvement.

6. Contribute to the development of an Organisation annual operational plan which supports the Organisations objectives and delivery of Quay Primary Healthcare CICs strategy.

7. Work with clinical and administrative colleagues from across Quay Primary Healthcare CIC, to help achieve sustained improvements, including in the following areas Clinical quality, Patient engagement, experience and Financial efficiency.

8. Support development of programmes of work, delivery timelines and actions plan to oversee the development of change.

2.4 Other

1. Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff development and training.

This list of duties is not intended to be exhaustive, but indicates the main areas of work and may be subject to change after consultation with the post-holder to meet the changing needs of the organisation

Person Specification

Other

Essential

• The ability to travel independently across Quay Primary Healthcare CIC
• The ability to work flexibly in accordance with service needs

Skills and Knowledge

Essential

• Strong inter-personal and communications skills
• Well-developed leadership and influencing skills with the ability to enthuse, motivate and involve individuals and teams
• Financial, performance and information management skills
• High level of numerical and data analytical skills, including spread sheets and databases
• Ability to analyse complex problems and to develop practical and workable solutions to address them
• Ability to manage and deliver to deadlines and within resources
• Ability to provide accurate and timely information to meet requests from Senior Managers
• Knowledge around confidentiality and data protection
• Ability to prioritise and organise
• Ability to work independently to interpret and implement organisational policies within portfolio of services managed
• Ability to use initiative and judgement when dealing with complex / risk situations such as being on call

Desirable

• Knowledge around CQC lines of enquiry

Qualifications

Essential

• Educated to degree level or equivalent
• Evidence of continuing education and management development
• Leadership Qualification (level 7) / or Equivalent
• Management Qualification (level 7) / or Equivalent

Desirable

• Professional Qualification and registration

Experience

Essential

• Significant operational management experience
• Significant experience of effective staff management
• Significant experience of managing a budget
• Experience of managing health and safety, diversity and equality issues
• Experience of managing clinical incidents and risk
• Experience of participating in clinical governance initiatives including audit
• Experience of working collaboratively with other disciplines and teams
• Experience of working successfully with partners

Desirable

• Experience of leading NHS or Commercial/ Organisation-wide projects including proven experience in project management
• Experience of leading a service change

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.

Employer details

Employer name

Quay Primary Healthcare CIC

Address

Unit 10-12 Guardian Point

Guardian Street

Warrington

Cheshire

WA5 1AU

Employer's website

http://quayhealthcare.org/ (Opens in a new tab)