Job summary
The Greyswood Practice is seeking an Operations Manager to join
their team. Working alongside a Practice Manager, an experienced Reception
Manager (and Deputy) plus 6 engaged and enthusiastic GP Partners, you will form
part of the management team at this dynamic, patient-focussed practice.This role is an ideal first step into management for an
experienced Primary Care Administrator or a great side step for an existing
manager looking for a supportive, well resourced environment where staff
wellbeing is prioritised and achievement is recognised.Your primary responsibility will be leading on all day to day
aspects of running a practice. You will have supervisory responsibility for members of the administration team which currently comprises a Senior Administrator, a Primary Care Coordinator and a Docman Administrator but will be supported in this by the Practice Manager who oversees all HR aspects of the practice.If you are a flexible, motivated individual who thrives in a fast
moving environment and has a passion for continuous improvement, please get in
touch. Informal approaches and visits encouraged.
Main duties of the job
Your primary responsibility will be leading on all day to day aspects of running a practice including
Management of the building including maintenance, security, safety, compliance and insurance
Oversight of systems including EMIS, AccurX and Docman to ensure that these are being used at their optimum functionality and capacity to meet the needs of practice
Ensuring that practice activity is being optimised to achieve maximum income, particularly in relation to QOF, PACT and the PCN DES
Ensuring compliance with all statutory and regulatory requirements eg H&S laws, CQC
About us
We are a well run, well resourced GP Practice with a team who are focussed on achieving our mission of "compassionate healthcare for our patients".
We are a 10,000+ patient practice but are in the process of expanding our premises to provide additional, state of the art space to accommodate additional services for our patients and expand our practice boundaries.
We value our excellent team members and promote employee wellbeing. We hold regular team socials, provide a free 24/7 Employee Assistance Programme for our staff and their immediate families and even give you an extra day off on your birthday!
We have a history of recruiting and retaining excellent team members and also of developing staff and promoting within where possible.
The practice is easily accessible by public transport but there is also free parking on the surrounding streets.
Job description
Job responsibilities
Job Summary:
The Operations Manager is responsible for ensuring the smooth functioning of the practice on a day to day basis
The Operations Manager will oversee all administrative and operational aspects of the practice as well as being responsible for compliance with statutory and regulatory regulations including management of the practice building.
Job Role
Supervision
- To oversee the smooth running of the administration team
- Task management of administration team including Senior Administrator, Primary Care Coordinator and Docman Administrator.
- Directing or delegating tasks to staff members to ensure the correct functioning of the surgery
- To oversee the onbarding and induction of new staff (including locums) and participate in these processes as required for all practice staff
- To ensure that all staff are compliant with mandatory training requirements and to schedule training events where required.
- Provide regular feedback to administrative staff to aid them in their development and ensure a process of continuous improvement.
- Supporting development of admin colleagues in their roles
- Acting as point of escalation for any difficult queries or concerns and using these as learning points when developing team members
- Ensuring that all administrative staff are acting in accordance with the requirements of their roles and the values of the organisation and escalating appropriately where this is not the case
Governance
- Working as an effective part of a management team alongside Practice Manager, Reception Manager and Partners
- Working with management team to implement new systems.
- Lead on daily morning huddle between clinical staff and managers including carrying forward actions that may arise from this.
- Lead on monthly Clinical meetings including producing minutes and carrying forward any actions that may arise
- Working with GP partner as main liaison point with PCN.
- To attend and participate in weekly Partners meeting, monthly whole Practice Meeting and regular Nursing meetings as required.
- Ensure that all patient recall systems are functioning appropriately to ensure patient safety.
- To have a thorough knowledge of all Practice procedures.
Operations
- Ensure that practice activity is configured to optimise income through various channels eg QOF, PCN DES, PACT
- Oversee all activity relating to these income streams and support administrative staff in their roles to maximise attainment in these.
- Ensure that staff have all resources they need in order to do their jobs including IT and clinical equipment as well as up to date information and training on policies and procedures.
- Understand reporting requirements of practice and ensure that all reports are provided in a timely manner eg PCN, CQRS reporting, PCSE
- Ensure that all practice insurances are up to date and provide appropriate cover and indemnity including MPS, liability insurance, locum insurance and building insurance.
Systems
- Oversight of systems including EMIS, AccurX, T-Quest, Microsoft Applications and Docman to ensure that these are being used at their optimum functionality and capacity to meet the needs of the practice.
- Reporting IT issues, liaising with IT team to resolve problems and ensuring that Business Continuity Plans are activitated in the event that systems are unavailable.
- Regular reporting on Practice Activity via CQRS and PCSE
- Working with GP partner to ensure Practice website is maintained and updated appropriately.
- Oversee the practices digital telephony system including troubleshooting and liaising with provider in the event of faults
Building
- Management of the building including maintenance, security, safety, compliance and insurance
- Liaise with providers to carry out annual audits eg Fire safety, risk, COSSHH and ensure that any recommendations from these are actioned
- Liaise with landlord and contractors to ensure that any identified faults in the building are rectified in a timely manner.
- Liaise with external users of the building to ensure that we comply with terms of licensing arrangements and provide appropriate space and access .
- Liaise with external users of building to ensure that they are following all Health and Safety protocols
- Oversee Fire Safety activity including appointment and training of Fire Marshalls and regular fire drills.
- Responsible for upkeep and maintenance of security equipment including alarms and CCTV
Compliance
- To lead on all activity relating to CQC registration, compliance, reporting and inspection.
- Ensure that CQC registration is maintained and all registration information remains up to date
- Provide information on all reportable activity to the CQC in a timely manner
- Keep up to date on changes to the CQC Framework and ensure that these changes are communicated and implemented within the practice in a timely fashion
- Ensure that practice is compliant with all regulatory and statutory regulations that may be applicable to it including Health and Safety and Management of Patient records.
Confidentiality:
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.
Personal/Professional Development
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Compliance with all statutory and manadatory training
- Taking responsibility for own development, learning and performance.
Communication:
- Communicate effectively with other team members
- Communicate professionally and appropriately with managers and partners
- Communicate supportively and with empathy to supervisees
- Communicate effectively with patients and carers
- Recognize peoples needs for alternative methods of communication and respond accordingly.
Other Tasks
- Any other tasks allocated by managers
- Confident in opening the building and securing the building at the end of the working day.
Job description
Job responsibilities
Job Summary:
The Operations Manager is responsible for ensuring the smooth functioning of the practice on a day to day basis
The Operations Manager will oversee all administrative and operational aspects of the practice as well as being responsible for compliance with statutory and regulatory regulations including management of the practice building.
Job Role
Supervision
- To oversee the smooth running of the administration team
- Task management of administration team including Senior Administrator, Primary Care Coordinator and Docman Administrator.
- Directing or delegating tasks to staff members to ensure the correct functioning of the surgery
- To oversee the onbarding and induction of new staff (including locums) and participate in these processes as required for all practice staff
- To ensure that all staff are compliant with mandatory training requirements and to schedule training events where required.
- Provide regular feedback to administrative staff to aid them in their development and ensure a process of continuous improvement.
- Supporting development of admin colleagues in their roles
- Acting as point of escalation for any difficult queries or concerns and using these as learning points when developing team members
- Ensuring that all administrative staff are acting in accordance with the requirements of their roles and the values of the organisation and escalating appropriately where this is not the case
Governance
- Working as an effective part of a management team alongside Practice Manager, Reception Manager and Partners
- Working with management team to implement new systems.
- Lead on daily morning huddle between clinical staff and managers including carrying forward actions that may arise from this.
- Lead on monthly Clinical meetings including producing minutes and carrying forward any actions that may arise
- Working with GP partner as main liaison point with PCN.
- To attend and participate in weekly Partners meeting, monthly whole Practice Meeting and regular Nursing meetings as required.
- Ensure that all patient recall systems are functioning appropriately to ensure patient safety.
- To have a thorough knowledge of all Practice procedures.
Operations
- Ensure that practice activity is configured to optimise income through various channels eg QOF, PCN DES, PACT
- Oversee all activity relating to these income streams and support administrative staff in their roles to maximise attainment in these.
- Ensure that staff have all resources they need in order to do their jobs including IT and clinical equipment as well as up to date information and training on policies and procedures.
- Understand reporting requirements of practice and ensure that all reports are provided in a timely manner eg PCN, CQRS reporting, PCSE
- Ensure that all practice insurances are up to date and provide appropriate cover and indemnity including MPS, liability insurance, locum insurance and building insurance.
Systems
- Oversight of systems including EMIS, AccurX, T-Quest, Microsoft Applications and Docman to ensure that these are being used at their optimum functionality and capacity to meet the needs of the practice.
- Reporting IT issues, liaising with IT team to resolve problems and ensuring that Business Continuity Plans are activitated in the event that systems are unavailable.
- Regular reporting on Practice Activity via CQRS and PCSE
- Working with GP partner to ensure Practice website is maintained and updated appropriately.
- Oversee the practices digital telephony system including troubleshooting and liaising with provider in the event of faults
Building
- Management of the building including maintenance, security, safety, compliance and insurance
- Liaise with providers to carry out annual audits eg Fire safety, risk, COSSHH and ensure that any recommendations from these are actioned
- Liaise with landlord and contractors to ensure that any identified faults in the building are rectified in a timely manner.
- Liaise with external users of the building to ensure that we comply with terms of licensing arrangements and provide appropriate space and access .
- Liaise with external users of building to ensure that they are following all Health and Safety protocols
- Oversee Fire Safety activity including appointment and training of Fire Marshalls and regular fire drills.
- Responsible for upkeep and maintenance of security equipment including alarms and CCTV
Compliance
- To lead on all activity relating to CQC registration, compliance, reporting and inspection.
- Ensure that CQC registration is maintained and all registration information remains up to date
- Provide information on all reportable activity to the CQC in a timely manner
- Keep up to date on changes to the CQC Framework and ensure that these changes are communicated and implemented within the practice in a timely fashion
- Ensure that practice is compliant with all regulatory and statutory regulations that may be applicable to it including Health and Safety and Management of Patient records.
Confidentiality:
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.
Personal/Professional Development
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Compliance with all statutory and manadatory training
- Taking responsibility for own development, learning and performance.
Communication:
- Communicate effectively with other team members
- Communicate professionally and appropriately with managers and partners
- Communicate supportively and with empathy to supervisees
- Communicate effectively with patients and carers
- Recognize peoples needs for alternative methods of communication and respond accordingly.
Other Tasks
- Any other tasks allocated by managers
- Confident in opening the building and securing the building at the end of the working day.
Person Specification
Experience
Essential
- Person Specification
- Experienced in all practice-based systems including EMIS, AccurX, CQRS, Docman and Microsoft applications
- Understanding of practice funding, regulation and compliance models eg QOF, PCN DES, CQC
- Ability to analyse data in an accurate and time efficient manner
- Good at problem solving and multi-tasking
- Able to adapt own working practises in line with the needs of the practice.
- Understanding of confidentiality and safeguarding procedures
- Excellent customer service and the ability to communicate efficiently with patients, suppliers and colleagues.
- Interested in skills training and development
- Professional, reliable, flexible and positive
- Willingness to work as part of a team
- Ability to work autonomously
- Ability to work to a very high standard.
Person Specification
Experience
Essential
- Person Specification
- Experienced in all practice-based systems including EMIS, AccurX, CQRS, Docman and Microsoft applications
- Understanding of practice funding, regulation and compliance models eg QOF, PCN DES, CQC
- Ability to analyse data in an accurate and time efficient manner
- Good at problem solving and multi-tasking
- Able to adapt own working practises in line with the needs of the practice.
- Understanding of confidentiality and safeguarding procedures
- Excellent customer service and the ability to communicate efficiently with patients, suppliers and colleagues.
- Interested in skills training and development
- Professional, reliable, flexible and positive
- Willingness to work as part of a team
- Ability to work autonomously
- Ability to work to a very high standard.
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.