Group Operations Manager

Job description

Job responsibilities

Summary

The Group Operations Manager (GOM) is directly accountable for the performance of all core day to-day non-clinical operations within the Stokes Medical Group, across 3 sites and to over 40,000 patients. Based at Bradley Stoke surgery the postholder will lead non-clinical staff, the postholder will strive to deliver the best possible service to our community in line with our Values.

Key Responsibilities and Accountabilities

Operations and organisational development

To be accountable for the performance of all non-clinical frontline staff departments. This includes Reception, Secretarial and Administration teams and all associated functions, including patient access, appointment and triage systems, workflow and general administration, patient feedback and complaints and communication regarding services.

To jointly ensure the effective operational delivery of all clinical services alongside the Nursing lead and other relevant Clinical Lead Partners in line with contractual requirements and agreed budgets, with specific regard to all non-clinical aspects.

To work closely with the CEO to seek out and encourage opportunities for Quality Improvement in every aspect of the role and within the teams you lead. You will seek out innovation and beneficial change in all areas of the business, and provide constructive challenge to staff and Partners where required to seek agreed outcomes.

To work effectively with wider Management Team colleagues to ensure all supporting areas of the business work in harmony with, and for the benefit of, frontline operations. Responsible for smooth day to day running of the practice, overseeing planning of rotas, leave and continuity planning..

HR & Staff

Together with the CEO or Clinical Leads, ensure the effective recruitment, selection and induction of new staff. Encourage and oversee personal development in all roles and develop a positive culture of promotion and succession planning.

Manage performance and ensure appropriate supervision of staff whislt ensuring up-to-date HR and training policies are in place. Maintenance of staff performance through appraisals, recognition and development plans.

Deal with grievances and disciplinary matters as may be required in conjunction with the CEO.

Oversee HR and training record keeping, engagement and fulfilment programmes and processes for onboarding and leavers.

Ensure that all statutory requirements are fulfilled and adopt changes as and when they occur.

Managing rotas for all staff, including locums; using available protocol and budgets. Ensure all eventualities have a process (cover for holidays and sickness).

Supporting establishment and implementation of practice policies, goals, objectives and procedures, ensuring continuous improvement of processes. Ensure consistency in policies and procedures.

Ensure confidentiality is maintained at all times and encourage the professionalism of all staff.

Plan regular 1:1 meetings with individuals to discuss the maintenance and improvement of performance and identify training needs.

Oversee induction of new staff and locum GPs.

Manage and oversee staff training records and deliver programme of compulsory training.

Ensure that each job role has an up to date generic job description with specific objectives suited to each individuals development, in line with the competency framework.

Management of premises, equipment and stock:

Ensure the smooth running and oversee the upkeep of all three estates in the Medical Group, working within agreed budgets and with other colleagues. This includes delegated responsibility for health and safety compliance, risk assessments and liaison with associated contractors.

Ensure that the purchase and control of supplies, drugs and equipment meets the current and future needs of the Practice.

Patient & Practice Services:

To work closely with Patient Services Manager on patient satisfaction. The postholder will support communications and PR (including website content and social media campaigns). They will lead on patient surveys and complaints. They will provide leadership to, and organise, the Patient Participation Group.

Coordinate and implement the development of services which best meet the needs of the Practices patient population.

Ensure health promotion campaigns are targeted to relevant groups.

Coordinate effective administration procedures throughout the practice, for both manual and computerised systems. To include health and safety protocols and risk assessments.

Maintain and develop efficient use of the appointments system including extended surgery hours, clinics and health checks.

Be the first line Manager to take responsibility for coordinating, documenting and acknowledging all patient complaints, either informal or formal, using the Practices in-house complaints procedure.

Ensure patient information is up-to-date and available, such as the Practice leaflet, website and patient leaflets.

Finance

Act as counter signatory for bank transfers.

IT

Oversee the practice appointment book.

Help lead and develop best use of emerging technologies.

Maintain and update the practice website and lead on Group social media campaigns.

Administer the process for clinical systems access.

Maintain the Group MIS to ensure access to information, policies, leave planing and procedures.

Personal & Self Development:

Manage own time effectively, plan and meet personal and practice targets.

Ensure own personal development through reflection and feedback from partners and colleagues.

Represent staff at partners meetings as required.

Lead with the management of effectual and timely communication throughout the organisation, with continued production of In The Know.

Ensure that personal training needs are identified and being met.

Make provision for regular review meetings with the Business Manager.

Discretionary development of tasks and responsibilities relating to the needs of the organisation and personal progression.

Desire to continue developing professionally.

Person Specification

Skills and Qualities

Essential

• Must have excellent interpersonal and written communication skills.
• Proactive in motivating and developing an effective and positive multi-disciplinary team, consistently showing commitment and enthusiasm for all aspects of the job role.
• Strong problem solving skills and ability to innovate.
• Desire to seek continuous improvement and make best use of technology.
• Excellent inter-personal skills, ability to support and motivate others.
• IT literate with good accurate keyboard skills (including ability to use standard software packages.
• Ability to take decisions considering time pressure and the impact on business.
• Ability to adapt to and respond to change.

Desirable

• Proficiency in working effectively as part of a team.
• Creates a learning environment, enhancing the feeling of value to an individual to ensure minimal staff turnover.
• Demonstrates emotional intelligence.
• Promotes a shared purpose and common values in an open and honest way
• Acknowledges success and expresses enthusiasm to succeed
• The skill to develop and promote effective communication strategies to promote a two way communication process to improve service.
• Has the ability to coach others to achieve their goals, and creates a safe environment to encourage creativity and experimentation
• Project management skill/ability.

Qualifications

Essential

• Qualified to A' Level / Degree level

Desirable

• People Management- CIPD/HR qualification or equivalent

Experience

Essential

• Effective management of people, ideally at a middle management level preferably within healthcare.
• Is able to channel own and others efforts on delivering priorities and is willing to hold self and others to account; directly addresses performance issues impacting on delivery.
• The skill to provide direction, leading by example to motivate, inspire and develop the team.

Desirable

• The ability to directly address performance issues impacting on delivery.
• Manages by setting objectives that are results orientated.
• Evidence of successful workforce development and deployment.
• Successful use of recruitment and selection processes.
• Innovation to develop an easily followed staff handbook/human resources index to ensure consistency for all.

Knowledge

Essential

• Knowledge and understanding of the NHS and the challenges facing primary care.
• Knowledge and understanding of principles of managing people and the legal requirements placed on employers.
• Experience of web and Office based IT systems.

Desirable

• Knowledge and understanding of clinical IT systems, with a contingency plan for IT problem solving.
• Knowledge and understanding of governance (clinical, financial and corporate).
• Great understanding and experience of setting policies, procedures, job descriptions and objectives as necessary, in line with individual and business requirements.

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

Stoke Gifford and Conygre Medical Centres

Address

Bradley Stoke Surgery

Brook Way

Bradley Stoke

South Gloucestershire

BS32 9DS

Employer's website

https://stokegiffordmedical.co.uk/ (Opens in a new tab)