Job summary
This is a key leadership role responsible for the planning,
facilitation, delivery, and monitoring of all Administrative Services across
the GP Surgery. The post-holder will be the surgery's designated lead for Clinical
Governance & Information, and CQC Registered Manager, ensuring the quality and
safety of all healthcare services delivered.
The Operations and Governance Manager will work in a
complementary partnership with the Clinical Services Co-ordinator and report
directly to the Senior Management Team, comprising the Senior Partner and the
Practice Manager.
Main duties of the job
Key Responsibilities
1. Clinical Governance and Quality Assurance
2. Administrative Operations Management
3.
Human Resources and Leadership
4. Technology and Innovation Lead - AI Reception Project
About us
Holbrooks Health team is a friendly, busy and
forward-thinking NHS GP Surgery committed to providing the highest standard of
patient care. We are a teaching practice, serving a diverse patient population
of over 12000 patients scattered across Coventry. We value teamwork,
innovation, and continuous improvement, and are seeking an experienced CQC
registered manager to join our senior team.
Job description
Job responsibilities
Key Responsibilities
1. Clinical Governance and Quality Assurance
- Take first and foremost responsibility within the organisation for ensuring the quality and safetyof healthcare services provided to patients.
- Plan, implement, and manage the surgery's Clinical Governanceframework, policies, and procedures.
- Oversee all processes related to CQC complianceand ensure all regulatory requirements are met and maintained.
- Oversee the management of significant events, patient complaints, and risk assessments, ensuring outcomes and actions are implemented effectively across all teams.
- Coordinate and facilitate clinical and non-clinical audits such as QOF, PCN DES to drive continuous improvement in service delivery.
2. Administrative Operations Management
- Plan, facilitate delivery, and monitor the progress of all Administrative Services, ensuring efficiency and effectiveness.
- Ensure the smooth day-to-day running of all operations and establish a co-ordinated approachacross all in-house administrative and non-clinical teams.
- Line manage the IT Lead, who currently oversees effective management of the practice premises, equipment, and IT systems, ensuring they meet operational needs.
- Work collaboratively with the Clinical Services Co-ordinator to ensure seamless integration between clinical and administrative pathways to deliver the highest patient care.
- Manage the inbox of the senior partner with a view to addressing the tasks within.
3. Human Resources and Leadership
- Conduct annual staff appraisals process for all non-clinical staff, excluding the Clinical Services Co-ordinator.
- Oversee the IT Leads activities such as identification, training and development needs for administrative teams and ensure mandatory and role-specific training is completed.
- Provide leadership, guidance, and support to administrative team leaders such as the IT lead, fostering a positive and high-performing work environment.
4. Technology and Innovation Lead (AI Reception Project)
The post holder will play a key, proactive role in the practice's current strategic initiative to implement an AI Reception model. This innovative technology aims to answer every patient call instantly, eliminating telephone queues, thereby significantly improving patient satisfaction and operational flow.
Key duties in this area will include:
- Proactive Contribution: Working closely with the Senior Management Team and support the Clinical Services Co-ordinatorto plan, prepare for, and support the successful rollout of the AI Reception system.
- Monitoring and Reporting: Contributing to the monitoring of key performance indicators (KPIs) related to the AI system, such as call handling times, patient satisfaction scores, and the impact on overall operational efficiency and cost reduction.
Reporting and Accountability
- Reports To: Senior Management Team (Senior Partner and Practice Manager).
- Works Closely With:Clinical Services Co-ordinator.
Terms and Conditions
- Salary: Dependent on Experience
- Hours: Full-Time, 37.5 hrs per week
- Annual Leave: pro-rota, 20 days, excluding bank holidays
- NHS Pension: Included.
- Benefits: NHS Salary Sacrifice Scheme (Car)
We look forward to welcoming a dynamic and dedicated manager to our team!
Job description
Job responsibilities
Key Responsibilities
1. Clinical Governance and Quality Assurance
- Take first and foremost responsibility within the organisation for ensuring the quality and safetyof healthcare services provided to patients.
- Plan, implement, and manage the surgery's Clinical Governanceframework, policies, and procedures.
- Oversee all processes related to CQC complianceand ensure all regulatory requirements are met and maintained.
- Oversee the management of significant events, patient complaints, and risk assessments, ensuring outcomes and actions are implemented effectively across all teams.
- Coordinate and facilitate clinical and non-clinical audits such as QOF, PCN DES to drive continuous improvement in service delivery.
2. Administrative Operations Management
- Plan, facilitate delivery, and monitor the progress of all Administrative Services, ensuring efficiency and effectiveness.
- Ensure the smooth day-to-day running of all operations and establish a co-ordinated approachacross all in-house administrative and non-clinical teams.
- Line manage the IT Lead, who currently oversees effective management of the practice premises, equipment, and IT systems, ensuring they meet operational needs.
- Work collaboratively with the Clinical Services Co-ordinator to ensure seamless integration between clinical and administrative pathways to deliver the highest patient care.
- Manage the inbox of the senior partner with a view to addressing the tasks within.
3. Human Resources and Leadership
- Conduct annual staff appraisals process for all non-clinical staff, excluding the Clinical Services Co-ordinator.
- Oversee the IT Leads activities such as identification, training and development needs for administrative teams and ensure mandatory and role-specific training is completed.
- Provide leadership, guidance, and support to administrative team leaders such as the IT lead, fostering a positive and high-performing work environment.
4. Technology and Innovation Lead (AI Reception Project)
The post holder will play a key, proactive role in the practice's current strategic initiative to implement an AI Reception model. This innovative technology aims to answer every patient call instantly, eliminating telephone queues, thereby significantly improving patient satisfaction and operational flow.
Key duties in this area will include:
- Proactive Contribution: Working closely with the Senior Management Team and support the Clinical Services Co-ordinatorto plan, prepare for, and support the successful rollout of the AI Reception system.
- Monitoring and Reporting: Contributing to the monitoring of key performance indicators (KPIs) related to the AI system, such as call handling times, patient satisfaction scores, and the impact on overall operational efficiency and cost reduction.
Reporting and Accountability
- Reports To: Senior Management Team (Senior Partner and Practice Manager).
- Works Closely With:Clinical Services Co-ordinator.
Terms and Conditions
- Salary: Dependent on Experience
- Hours: Full-Time, 37.5 hrs per week
- Annual Leave: pro-rota, 20 days, excluding bank holidays
- NHS Pension: Included.
- Benefits: NHS Salary Sacrifice Scheme (Car)
We look forward to welcoming a dynamic and dedicated manager to our team!
Person Specification
Experience
Essential
- Current or recent experience of working as a CQC registered manager in a NHS setting e.g., GP Practice, Care Home, or similar healthcare environment.
Desirable
- Demonstrable experience in developing, implementing, and monitoring Clinical Governance and or Quality Improvement frameworks, QOF, PCN DES, or equivalent.
- Proven track record of managing and leading diverse operational and administrative teams.
Qualifications
Essential
- Excellent understanding of NHS structure, policies, and the challenges facing Primary Care.
- Indepth knowledge of CQC regulatory requirements and best practice in clinical safety and risk management.
- Exceptional organisational, planning, and problem-solving skills.
- Strong interpersonal and communication skills, with the ability to influence and engage staff at all levels.
Desirable
Person Specification
Experience
Essential
- Current or recent experience of working as a CQC registered manager in a NHS setting e.g., GP Practice, Care Home, or similar healthcare environment.
Desirable
- Demonstrable experience in developing, implementing, and monitoring Clinical Governance and or Quality Improvement frameworks, QOF, PCN DES, or equivalent.
- Proven track record of managing and leading diverse operational and administrative teams.
Qualifications
Essential
- Excellent understanding of NHS structure, policies, and the challenges facing Primary Care.
- Indepth knowledge of CQC regulatory requirements and best practice in clinical safety and risk management.
- Exceptional organisational, planning, and problem-solving skills.
- Strong interpersonal and communication skills, with the ability to influence and engage staff at all levels.
Desirable
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.
