Job summary
We are looking to recruit an experienced, motivated and professional Operations Manager to join our established and supportive management team. This is an excellent opportunity for an individual with strong leadership, organisational and communication skills to contribute to the effective running of the practice and the delivery of high-quality patient care.
The post holder will be expected to demonstrate a proactive and flexible approach in response to the ever-changing nature of employment within healthcare. Using their experience and judgement, they will support staff through change and contribute to the ongoing development of services.
Working closely with the Practice Manager, Quality and Assurance Manager, and wider management team, the Operations Manager will have a particular focus on workforce planning and operational delivery. This will include working alongside clinicians and managers to ensure that appropriate clinical and non-clinical capacity is in place to maintain a high standard of patient care and support achievement of key performance indicators.
The Operations Manager will also hold responsibility for a number of key operational workstreams, including the development, implementation and review of protocols, systems and procedures. The post holder will be expected to identify opportunities for service improvement and to support the delivery of efficient, safe and effective working practices across the organisation.
Main duties of the job
The successful candidate will support the Practice Manager and wider leadership team in the day-to-day operational management of the practice, helping to ensure the delivery of safe, effective and high-quality patient care.
You will work closely with Partners, managers and staff to respond to the increasing demands within primary care, providing strong operational support in a fast-paced and changing environment. The role requires resilience, sound judgement and the ability to manage competing priorities effectively.
Main duties will include supporting workforce and resource management to ensure the practice has the right staffing capacity in place to meet patient need, including oversight of clinical capacity and coordination of practice campaigns and service activity. You will also support HR and personnel processes, regulatory compliance, and oversight of CQC requirements.
In liaison with the Practice Manager, you will provide support to the smooth and effective running of the practice on a day-to-day basis. You will also be required to respond to and complete ad hoc requests from NHS England and the ICB/commissioning bodies as required.
About us
St Heliers Medical Practice is a large, busy GP training practice providing care to approximately 17,800 patients. We are based within a healthcare centre in the heart of Northfield and are committed to delivering high-quality, patient-centred care.
We have a well-established and experienced clinical team comprising 9 Partners, 8 salaried GPs, 4 nurses, 2 healthcare assistants and 1 phlebotomist. We work closely with neighbouring practices as part of the Bournville and Northfield Primary Care Group, supporting collaborative working across the local area.
We are a friendly and supportive team and actively promote the practice ethos of Make Every Contact Count, striving to deliver excellent patient care at every interaction.
Job description
Job responsibilities
Job Summary
The Operations Manager will work alongside colleagues within the management team at St Heliers Medical Practice, contributing to the effective management, planning and leadership of the practice to optimise the delivery of high-quality patient care.
The role will have a particular focus on working closely with clinicians and the wider management team to ensure appropriate clinical and non clinical capacity is in place to meet patient demand and support the delivery of key performance indicators. The post holder will lead on key operational areas, developing and implementing protocols, systems and procedures, while continually seeking opportunities to improve existing practices and service delivery.
Key ResponsibilitiesOperational Management
-
Support the effective day-to-day running of the practice alongside the Practice Manager and wider leadership team.
-
Review and develop practice systems and processes to improve operational efficiency, patient satisfaction and quality of care.
-
Oversee capacity, working closely with the Practice Manager, Quality and Assurance Manager and clinical leads to ensure appropriate appointment availability and arranging locum cover when required.
-
Monitor clinical and non clinical capacity to support the delivery of key performance indicators and service targets.
-
Support in the coordination and delivery of health campaigns, including flu and COVID programmes.
-
Ensure practice policies and procedures are regularly reviewed and updated to remain compliant with NHS requirements and relevant legislation.
-
Support the coordination and delivery of mandatory staff training including BLS, IRIS and other required training programmes.
-
Line manage the Care Navigation Team.
-
Work collaboratively with the wider management team to ensure seamless operational cover across management functions.
-
Deputise for the Practice Manager as required.
People Management and HR
-
Provide line management for identified staff including recruitment, induction, appraisal, development and performance management.
-
Support recruitment processes in line with employment legislation and best practice to ensure the practice maintains appropriate staffing levels.
-
Monitor staffing levels across teams to ensure adequate workforce capacity and skill mix to meet service demands.
-
Address workforce issues promptly and sensitively, including managing conflict and supporting staff wellbeing.
-
Maintain team performance during periods of absence or staff shortages by redeploying staff where necessary.
-
Delegate work appropriately and support staff to develop their skills and competencies.
-
Monitor staff performance and provide support and development where required.
-
Take appropriate action to address performance or conduct concerns in accordance with employment legislation and practice policies.
-
Support staff in making effective use of practice systems and technology.
IT and Information Governance
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Ensure information is received, processed, stored and transmitted securely, accurately and in a timely manner.
-
Ensure compliance with the Data Protection Act, Freedom of Information Act and other relevant information governance standards.
-
Implement systems and processes to maintain patient confidentiality and ensure staff understand their responsibilities regarding information governance.
-
Monitor and review the use of technology within the practice to ensure it supports efficient working and improved patient care.
-
Support the development and adoption of new digital systems and technologies to enhance service delivery.
-
Ensure patient records are summarised in a timely manner.
Confidentiality
In the course of their duties, the Operations Manager will have access to confidential information relating to patients, their carers and relatives, as well as colleagues and the practice as a business. All such information must be treated as strictly confidential and handled in accordance with the Practice Confidentiality Policy, the Data Protection Act and the Freedom of Information Act.
Equality and Diversity
The post holder will comply with the Practice Equality and Diversity Policy by:
-
Respecting the rights, dignity and beliefs of patients, carers, relatives and colleagues.
-
Ensuring services are delivered without discrimination in line with the Equality Act 2010.
-
Supporting equality of access to services for minority, marginalised and disadvantaged groups.
-
Ensuring equality and diversity training is maintained and that discriminatory behaviour is addressed promptly.
-
Supporting patients to exercise their rights and access advocacy where appropriate.
Safeguarding
All staff are expected to maintain up-to-date knowledge and training in safeguarding in line with Intercollegiate Guidance. This includes understanding responsibilities relating to safeguarding children and vulnerable adults, as well as knowledge of the Mental Capacity Act and Deprivation of Liberty Safeguards.
Job description
Job responsibilities
Job Summary
The Operations Manager will work alongside colleagues within the management team at St Heliers Medical Practice, contributing to the effective management, planning and leadership of the practice to optimise the delivery of high-quality patient care.
The role will have a particular focus on working closely with clinicians and the wider management team to ensure appropriate clinical and non clinical capacity is in place to meet patient demand and support the delivery of key performance indicators. The post holder will lead on key operational areas, developing and implementing protocols, systems and procedures, while continually seeking opportunities to improve existing practices and service delivery.
Key ResponsibilitiesOperational Management
-
Support the effective day-to-day running of the practice alongside the Practice Manager and wider leadership team.
-
Review and develop practice systems and processes to improve operational efficiency, patient satisfaction and quality of care.
-
Oversee capacity, working closely with the Practice Manager, Quality and Assurance Manager and clinical leads to ensure appropriate appointment availability and arranging locum cover when required.
-
Monitor clinical and non clinical capacity to support the delivery of key performance indicators and service targets.
-
Support in the coordination and delivery of health campaigns, including flu and COVID programmes.
-
Ensure practice policies and procedures are regularly reviewed and updated to remain compliant with NHS requirements and relevant legislation.
-
Support the coordination and delivery of mandatory staff training including BLS, IRIS and other required training programmes.
-
Line manage the Care Navigation Team.
-
Work collaboratively with the wider management team to ensure seamless operational cover across management functions.
-
Deputise for the Practice Manager as required.
People Management and HR
-
Provide line management for identified staff including recruitment, induction, appraisal, development and performance management.
-
Support recruitment processes in line with employment legislation and best practice to ensure the practice maintains appropriate staffing levels.
-
Monitor staffing levels across teams to ensure adequate workforce capacity and skill mix to meet service demands.
-
Address workforce issues promptly and sensitively, including managing conflict and supporting staff wellbeing.
-
Maintain team performance during periods of absence or staff shortages by redeploying staff where necessary.
-
Delegate work appropriately and support staff to develop their skills and competencies.
-
Monitor staff performance and provide support and development where required.
-
Take appropriate action to address performance or conduct concerns in accordance with employment legislation and practice policies.
-
Support staff in making effective use of practice systems and technology.
IT and Information Governance
-
Ensure information is received, processed, stored and transmitted securely, accurately and in a timely manner.
-
Ensure compliance with the Data Protection Act, Freedom of Information Act and other relevant information governance standards.
-
Implement systems and processes to maintain patient confidentiality and ensure staff understand their responsibilities regarding information governance.
-
Monitor and review the use of technology within the practice to ensure it supports efficient working and improved patient care.
-
Support the development and adoption of new digital systems and technologies to enhance service delivery.
-
Ensure patient records are summarised in a timely manner.
Confidentiality
In the course of their duties, the Operations Manager will have access to confidential information relating to patients, their carers and relatives, as well as colleagues and the practice as a business. All such information must be treated as strictly confidential and handled in accordance with the Practice Confidentiality Policy, the Data Protection Act and the Freedom of Information Act.
Equality and Diversity
The post holder will comply with the Practice Equality and Diversity Policy by:
-
Respecting the rights, dignity and beliefs of patients, carers, relatives and colleagues.
-
Ensuring services are delivered without discrimination in line with the Equality Act 2010.
-
Supporting equality of access to services for minority, marginalised and disadvantaged groups.
-
Ensuring equality and diversity training is maintained and that discriminatory behaviour is addressed promptly.
-
Supporting patients to exercise their rights and access advocacy where appropriate.
Safeguarding
All staff are expected to maintain up-to-date knowledge and training in safeguarding in line with Intercollegiate Guidance. This includes understanding responsibilities relating to safeguarding children and vulnerable adults, as well as knowledge of the Mental Capacity Act and Deprivation of Liberty Safeguards.
Person Specification
Skills and Attributes
Essential
- The successful candidate will demonstrate excellent interpersonal skills and a flexible, adaptable management style. They will be approachable, with the ability to listen, empathise and build positive working relationships with colleagues. The role requires the ability to support, motivate and empower staff while also using initiative, working independently and performing effectively under pressure. The post holder will be forward-thinking, with a proactive and solutions-focused approach to challenges. Strong IT skills are essential, along with high levels of integrity, professionalism and loyalty
Desirable
- Experience of working in a General Practice environment is desirable, along with a good understanding of Primary Care and NHS operational requirements. The ideal candidate will also have experience of supporting service improvement and change management initiatives. Confidence in building effective working relationships across multidisciplinary teams will be beneficial in supporting collaborative working and service delivery.
Qualifications
Essential
- - Previous management experience - GCSE/A level qualifications
Desirable
Experience
Essential
- The successful candidate will have experience of working in a senior management role and demonstrate strong strategic thinking, planning and negotiation skills. They will possess sound knowledge of HR legislation and workforce development, alongside excellent communication skills including written, verbal and presentation abilities. The role requires experience of delivering high standards of customer service and effectively managing complaints. Applicants must have experience of managing teams, with the ability to support staff through change while maintaining a positive and supportive working environment. Evidence of successfully leading, developing and implementing projects is essential. Experience of working in Primary Care is required, together with experience of creating and maintaining staff rotas that take into account capacity and service demand across multiple disciplines.
Desirable
- Experience of working in General Practice
Person Specification
Skills and Attributes
Essential
- The successful candidate will demonstrate excellent interpersonal skills and a flexible, adaptable management style. They will be approachable, with the ability to listen, empathise and build positive working relationships with colleagues. The role requires the ability to support, motivate and empower staff while also using initiative, working independently and performing effectively under pressure. The post holder will be forward-thinking, with a proactive and solutions-focused approach to challenges. Strong IT skills are essential, along with high levels of integrity, professionalism and loyalty
Desirable
- Experience of working in a General Practice environment is desirable, along with a good understanding of Primary Care and NHS operational requirements. The ideal candidate will also have experience of supporting service improvement and change management initiatives. Confidence in building effective working relationships across multidisciplinary teams will be beneficial in supporting collaborative working and service delivery.
Qualifications
Essential
- - Previous management experience - GCSE/A level qualifications
Desirable
Experience
Essential
- The successful candidate will have experience of working in a senior management role and demonstrate strong strategic thinking, planning and negotiation skills. They will possess sound knowledge of HR legislation and workforce development, alongside excellent communication skills including written, verbal and presentation abilities. The role requires experience of delivering high standards of customer service and effectively managing complaints. Applicants must have experience of managing teams, with the ability to support staff through change while maintaining a positive and supportive working environment. Evidence of successfully leading, developing and implementing projects is essential. Experience of working in Primary Care is required, together with experience of creating and maintaining staff rotas that take into account capacity and service demand across multiple disciplines.
Desirable
- Experience of working in General Practice
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.
