Operations Manager

Job description

Job responsibilities

The role of an Operations/Deputy Manager is to support the Practice Manager in all aspects of practice functionality, motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment.

To manage and coordinate all aspects of practice functionality, motivating and managing staff, patient services, premises and health and safety management.

To manage and coordinate all aspects of practice functionality, motivating and managing staff, patient services, premises and health and safety management.

Through innovative ways of working, support the Practice Manager leading the team in promoting ED&I, SHEF, quality and continuous improvement, confidentiality, collaborative working, service delivery, and learning and development, and ensuring the practice complies with CQC regulations.

The post-holder will be an integral part of the general practice team.

The following are the core responsibilities of the Operations/Deputy Practice Manager in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:

a. Support the Practice Manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities

b. Provide leadership and guidance to all staff, ensuring that they adhere to policy and procedure at all times

c. Oversee the administrative elements of QOF, liaising with GPs, nursing staff and administrators

d. Implement systems to ensure compliance with CQC regulations and standards

e. Review and regularly update job descriptions and person specifications, ensuring all staff are legally and gainfully employed

f. Act as the lead for recruitment, including pre-employment checks and DBS

g. Evaluate, organise and oversee the staff induction programme

h. Implement and embed an effective staff appraisal process, and undertake appraisals for those that they line manage

i. Implement and embed an effective practice and staff development plan for all staff (clinical and administrative) whilst maintaining a robust training record

j. Implement effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare

k. Lead the management of the clinical system, ensuring IT security and IG compliance at all times and responding to and resolving all local IT issues

l. Actively encourage and promote the use of patient online services

m. Update and act as the focal point for the practice website and social media sites

n. Guide staff and develop searches and audits on the clinical system

o. Review and update clinical templates, ensuring they relate to current practice

p. Market the practice appropriately to ensure patient population is stable or increasing

q. Manage contracts for and highlight issues with services, i.e., cleaning, gardening, window cleaning, etc.

r. Guide the team to reach QOF targets (supported by the nursing and administrative leads)

s. Ensure the staff implement the practice-wide approach to the management of all patient services matters

t. Manage DNAs, providing data and planning tools coupled with liaison with referred repeat offenders

u. Identify and deliver team training where required

v. Support the management team in the compilation of practice reports and the practice development plan

w. Support the PM in coordinating and managing the patient complaints process and ensure that staff are fully conversant with the complaints procedure

x. Be an integral part of the general practice team

y. Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children

z. Support in the delivery of enhanced services and other service requirements

aa. Undertake all mandatory training and induction programmes

bb. Act as a leader in support of the spectrum of clinical governance

cc. Maintain a clean, tidy, effective working area at all times

dd. Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed

In addition to the primary responsibilities, the Operations/Deputy Practice Manager has the following wider responsibilities:

a. Deputise for the Practice Manager

b. Oversee the complaints process, ensuring complaints are dealt with in a timely manner and, where necessary, escalated to the next level

c. Ensure all staff are aware of the management of the premises, including health and safety aspects and undertake risk assessments and mandatory training as required

d. Monitor and disseminate information on safety alerts and other pertinent information

e. Support the overall practice clinical governance framework, submitting reports for OQF, enhanced services and other reporting requirements

f. Brief clinicians on performance levels, advising actions to ensure high achievement across all QOF areas

g. Attend and actively participate in practice management meetings

h. Lead in the management of the Patient Participation Group

i. Attend any external meetings pertinent to this role

j. Support and participate in shared learning

k. Participate in any audits as directed

Person Specification

Qualifications

Essential

• A good standard of education, with an expectation of having both GCSE
• Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English

Desirable

• Associate Member of IGPM in view of becoming a full member (MIGPM)
• AMSPAR qualification (L5 in Primary Care and Health Management)
• Leadership and/or management qualification

Experience

Essential

• Experience of managing multidisciplinary teams
• Experience of working with the general public
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures
• Experience of successfully developing and implementing projects
• Understanding of Health and Safety requirements

Desirable

• Experience of working in a healthcare setting
• NHS or general practice experience
• HR understanding and experience
• Experience of health and safety requirements and needs within a small business
• Experience of chairing meetings, producing agendas and minutes

Knowledge and skills

Essential

• Excellent communication skills (written, oral and presenting)
• Proven leadership skills
• Competent in the use of MS Office and Outlook
• Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
• Problem solver with the ability to process information accurately and effectively, interpreting data as required
• Ability to use own initiative, discretion, and sensitivity
• Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity
• Demonstrate personal accountability, emotional resilience and the ability to work well under pressure
• Ability to implement and embed policies and procedures
• Ability to work as a team member and autonomously
• Sensitive and empathetic in distressing situations
• Ability to exploit and negotiate opportunities to enhance service delivery
• Strategic thinker and negotiator with a solutions-focused approach
• Effective time management (planning and organising)
• Good organisational skills
• Ability to effectively utilise resources
• Punctual and committed to supporting the team effort
• High levels of integrity and loyalty
• Ability to network and build relationships
• Flexible, cooperative and motivated
• Confident, assertive and resilient
• Ability to drive and deliver change effectively
• Ability to use initiative and judgement
• Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions
• Understanding of safeguarding adults and children

Desirable

• Clinical system IT user skills

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

Hicks Group practice

Address

75 Ermine Street

Huntingdon

Cambridgeshire

PE29 3EZ

Employer's website

https://www.charleshicksmedicalcentre.nhs.uk/ (Opens in a new tab)