Job summary
PML are seeking a highly motivated and experienced Practice Operations Manager to join the team. As a Practice Operations Manager, you will be responsible for overseeing all aspects of our Banbury Cross Health Centre (BCHC) operations including direct line management of several key department managers whilst ensuring the operation is running safely, smoothly, and efficiently, incorporating good governance and support of its practices.
This is a key leadership position within our company, requiring exceptional organisational skills, strong business acumen, and the ability to effectively manage and develop the team
Main duties of the job
Provide leadership and management skills to enable the practice and PCN to meet its agreed aims and objectives within an efficient, safe, and effective work environment.
Work with direct reports and managers to ensure they provide the best service for the practice.
Responsible for ensuring the practice provides excellent patient care and complies with the Care Quality Commission (CQC) requirements.
Conduct regular operational meetings with the team to ensure agreed objectives and goals are met and continue to be developed.
About us
PML is a successful not-for-profit, GP-led organisation providing various NHS community and primary care clinical services to patients across Oxfordshire and Northamptonshire. We have evolved as a NHS healthcare provider since 2004 and in the last few years have grown significantly, now employing around 300 staff with a turnover of circa £16m. PML holds GMS contracts, as well as being a GP Federation representing circa 50 GP practices covering approximately 650,000 patients
At Banbury Cross Health Centre we have 42,000+ registered patients and employ approx. 200 staff including GPs, nurses, physios, pharmacists, other health professional and administrative staff. The practice is also a single Primary Care Network which provides unique opportunity to integrate the benefits of GMS with the PCN DES.
We welcome applicants from a diverse range of backgrounds and circumstances and people with protected characteristics under the Equality Act 2010
Job description
Job responsibilities
Service Delivery
- Develop and maintain effective communication both within the practice and with relevant outside agencies. Oxfordshire Commissioning Group, BOB ICB, NHS England local area team, Primary Care Networks, Public Health,
- Monitor and evaluate access performance and report areas of concern of underperformance.
- Ensure the practice delivers excellent patient care and puts the interest of the patients at the forefront of decisions.
- Ensure the practice complies with NHS contractual obligations in relation to patient care
- Liaise with Patient Participation Group (PPG), provide reports and attend regular meetings.
- Ensure the practice meets it is QOF targets and additional sources of income are managed and maximised to full effect.
- Work with the Business Manager and Senior management team to develop and improve service to the highest of standards.
- Represent BCHC at external meetings as required, ensuring relevant information is fed back to the wider leadership team, and communicated to the practice as appropriate
- Oversee the research and development programmes and their viability
- Taking responsibility for security, repairs, insurance and maintenance of the premises, services and equipment whilst working with the relevant managers and direct reports.
People Management & Development
- Ensure all key HR policies, such as absence management, are adhered to
- Oversea the recruitment and retention of staff within your operational areas.
- Provide direct line management to all staff working within your operational service area, ensuring appraisals occur, and objectives are set and delivered in line with service requirements
- Evaluate the team structure to ensure workforce requirements and job roles meet with the operation of the practice and future progression.
- Manage and develop workflows and staffing levels within the teams to ensure delivery of the best service
- Ensure effective management of direct reports, including holiday and sickness management, performance management, annual leave requests and appraisals, in line with organisational policies
- Work with HR to manage any HR issues as per PML policy.
Contract and Performance Management
- Provide specialist primary care knowledge and the requirements of delivery.
- Maintain registration policies and monitor patient turnover and capitation.
- Maintain a good understanding of all contracts and service specifications
- Provide financial oversight and approve expenditure for your departments and within your authorised approval level.
- Routinely monitor and assess practice performance against patient access and demand management targets.
- Provide direction and leadership to ensure targets and service KPIs are met where possible, ensuring areas of under-performance are actively managed and escalated as required
- Approval and submission of monthly accrual figures for income achieved not paid.
Governance and Risk
- Ensure the implementation of key clinical governance standards and risk management arrangements within all services
- Ensure compliance with all industry regulations and legal requirements.
- Work with Registered Managers to ensure the Practice complies with all CQC requirements.
- Ensuring practice compliance with data protection legislation;
- Actively manage complaints, concerns and incidents with other clinical and operational personnel as necessary, addressing any issues that arise from the investigation as appropriate
- Adhere to Health and Safety policies and procedures and keep up to date on current legislation that may affect the practice operation.
Service Development
- Embrace a mindset of continuous improvement in all services
- Support organisational change to services
- To deliver effective projects and services for the practice.
- Oversee and work with the I.T. team to ensure the Digital transformation plan continues to be developed and delivered on time.
Job description
Job responsibilities
Service Delivery
- Develop and maintain effective communication both within the practice and with relevant outside agencies. Oxfordshire Commissioning Group, BOB ICB, NHS England local area team, Primary Care Networks, Public Health,
- Monitor and evaluate access performance and report areas of concern of underperformance.
- Ensure the practice delivers excellent patient care and puts the interest of the patients at the forefront of decisions.
- Ensure the practice complies with NHS contractual obligations in relation to patient care
- Liaise with Patient Participation Group (PPG), provide reports and attend regular meetings.
- Ensure the practice meets it is QOF targets and additional sources of income are managed and maximised to full effect.
- Work with the Business Manager and Senior management team to develop and improve service to the highest of standards.
- Represent BCHC at external meetings as required, ensuring relevant information is fed back to the wider leadership team, and communicated to the practice as appropriate
- Oversee the research and development programmes and their viability
- Taking responsibility for security, repairs, insurance and maintenance of the premises, services and equipment whilst working with the relevant managers and direct reports.
People Management & Development
- Ensure all key HR policies, such as absence management, are adhered to
- Oversea the recruitment and retention of staff within your operational areas.
- Provide direct line management to all staff working within your operational service area, ensuring appraisals occur, and objectives are set and delivered in line with service requirements
- Evaluate the team structure to ensure workforce requirements and job roles meet with the operation of the practice and future progression.
- Manage and develop workflows and staffing levels within the teams to ensure delivery of the best service
- Ensure effective management of direct reports, including holiday and sickness management, performance management, annual leave requests and appraisals, in line with organisational policies
- Work with HR to manage any HR issues as per PML policy.
Contract and Performance Management
- Provide specialist primary care knowledge and the requirements of delivery.
- Maintain registration policies and monitor patient turnover and capitation.
- Maintain a good understanding of all contracts and service specifications
- Provide financial oversight and approve expenditure for your departments and within your authorised approval level.
- Routinely monitor and assess practice performance against patient access and demand management targets.
- Provide direction and leadership to ensure targets and service KPIs are met where possible, ensuring areas of under-performance are actively managed and escalated as required
- Approval and submission of monthly accrual figures for income achieved not paid.
Governance and Risk
- Ensure the implementation of key clinical governance standards and risk management arrangements within all services
- Ensure compliance with all industry regulations and legal requirements.
- Work with Registered Managers to ensure the Practice complies with all CQC requirements.
- Ensuring practice compliance with data protection legislation;
- Actively manage complaints, concerns and incidents with other clinical and operational personnel as necessary, addressing any issues that arise from the investigation as appropriate
- Adhere to Health and Safety policies and procedures and keep up to date on current legislation that may affect the practice operation.
Service Development
- Embrace a mindset of continuous improvement in all services
- Support organisational change to services
- To deliver effective projects and services for the practice.
- Oversee and work with the I.T. team to ensure the Digital transformation plan continues to be developed and delivered on time.
Person Specification
Qualifications
Essential
- Bachelor's degree in Business administration, management or relevant field.
Experience
Essential
- Proven experience in a senior management role, preferably in the healthcare industry, with a track record of success.
- Demonstrated ability to manage budgets and financial performance
- Good knowledge of delivering primary care services, including the management of QOF and enhanced services.
- Experience of working in an ever-evolving environment, with an ability to cope with regular change
Desirable
- Good understanding of HR, premises management, IT and complaint handling
Skills and Knowledge
Essential
- Strong leadership skills, with the ability to effectively motivate and inspire teams
- Excellent communication and interpersonal skills
- Ability to work under pressure and deliver results within tight deadlines
- Proficiency in using business software, databases, information systems and tools, such as MS Office and CRM systems.
- Excellent organisation skills
Desirable
- Self-motivated, with a forward-thinking, solution-focused approach
- In depth knowledge of business operations and industry best practices.
Person Specification
Qualifications
Essential
- Bachelor's degree in Business administration, management or relevant field.
Experience
Essential
- Proven experience in a senior management role, preferably in the healthcare industry, with a track record of success.
- Demonstrated ability to manage budgets and financial performance
- Good knowledge of delivering primary care services, including the management of QOF and enhanced services.
- Experience of working in an ever-evolving environment, with an ability to cope with regular change
Desirable
- Good understanding of HR, premises management, IT and complaint handling
Skills and Knowledge
Essential
- Strong leadership skills, with the ability to effectively motivate and inspire teams
- Excellent communication and interpersonal skills
- Ability to work under pressure and deliver results within tight deadlines
- Proficiency in using business software, databases, information systems and tools, such as MS Office and CRM systems.
- Excellent organisation skills
Desirable
- Self-motivated, with a forward-thinking, solution-focused approach
- In depth knowledge of business operations and industry best practices.
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.
