Job summary
This is a new role and therefore has scope for developing to suit both the individual and practice. It will primarily involve supporting the Practice Manager in all aspects of operational leadership for the practice.
Main duties of the job
The post is suited to someone with previous experience in a leadership role within General Practice. The postholder will be responsible for the line management of the reception and administrative teams including recruitment and performance management. The role will also include ensuring reaching targets dictated in the Quality and Outcomes Framework and other locally based services for example the Community Based Services. This role holds responsibility for direct patient complaints management and the production and regular management of the GP and non-clinical staff rotas. Previous experience of Microsoft applications such as word, excel and outlook is essential as is knowledge of SystmOne, experience of GP TeamNet desirable. In times of absence this postholder will be expected to deputise for the Practice Manager.
About us
Castle Donington Surgery serves as a vital healthcare hub in the semi-rural landscape of Castle Donington, catering to a community of approximately 10,500 patients and counting. Our dedicated clinical team, comprising 7 Doctors, 4 Practice Nurses, 2 HCAs, 3 Pharmacists, an ANP, and Paramedics, embodies our commitment to delivering compassionate and comprehensive care to all.
As a GP training practice, we take pride in nurturing the next generation of healthcare professionals, offering invaluable support and placements to medical students and GP registrars. Through mentorship and hands-on experience, we cultivate a culture of continuous learning, ensuring the highest standards of care for the future for our patients.
Conveniently located, Castle Donington Surgery offers an easy commute within the South Derbyshire, Nottinghamshire and Leicestershire areas, with free onsite parking available for added convenience.
Job description
Job responsibilities
The following are the core responsibilities of the Operations Manager. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The Operations Manager is responsible for:
- Supporting the practice manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
Providing leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times
Overseeing the administrative elements of QOF, liaising with GPs, nursing staff administrators and receptionists
Implementing systems to ensure compliance with CQC regulations and standards
Reviewing and regularly updating job descriptions and person specifications ensuring all staff are legally and gainfully employed
Acting as the lead for recruitment for the administrative and reception teams
Evaluating, organising and overseeing the staff induction programme within the non-clinical teams
Implementing and embedding an effective staff appraisal process
Implementing and embedding an effective practice and staff development plan for all non-clinical staff whilst maintaining a robust training record
Implementing effective systems for the resolution of disciplinary and grievance issues with the administrative and reception teams, maintaining an overview of staff welfare
Leading the management of the clinical system, ensuring IT security and IG compliance at all times and responding to and resolving all local IT issues
Actively encouraging and promoting the use of patient online services
Updating and acting as the focal point for the practice website and social media sites
Guiding staff and developing searches and audits on the clinical system
Reviewing and updating clinical templates ensuring they relate to current practice
Marketing the practice appropriately to ensure patient population is stable or increasing
Guiding the team to reach QOF targets (supported by the nursing and administrative leads)
Ensuring staff implement a practice wide approach to the management of all patient services matters
Managing DNAs, providing data and planning tools coupled with liaison with referred repeat offenders
In addition to the primary responsibilities, the Operations Manager may be requested to:
Deputise for the PM
Lead the management of the Patient Participation Group
Implement the complaints process, ensuring complaints are dealt with in a timely manner and, where necessary, escalated to the next level
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
Monitor and disseminate information on safety alerts and other pertinent information
Support the overall practice clinical governance framework, submitting reports for OQF, enhanced services and other reporting requirements using CQRS/ Open Exeter etc.
Guide the team to reach QOF targets (supported by the nursing and administrative leads)
Brief clinicians on performance levels, advising actions to ensure high achievement across all QOF areas
Maintain the significant event database, providing advice to staff and briefing the team at meetings as required
Identify trends and devise solutions to reduce risk and repeated occurrences of significant events
Develop, implement and embed the practice audit programme (in conjunction with the lead nurse)
Support the practice manager in the reviewing and updating of practice policies and procedures
Support the practice and management team with continuous improvement and change initiatives
Job description
Job responsibilities
The following are the core responsibilities of the Operations Manager. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The Operations Manager is responsible for:
- Supporting the practice manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
Providing leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times
Overseeing the administrative elements of QOF, liaising with GPs, nursing staff administrators and receptionists
Implementing systems to ensure compliance with CQC regulations and standards
Reviewing and regularly updating job descriptions and person specifications ensuring all staff are legally and gainfully employed
Acting as the lead for recruitment for the administrative and reception teams
Evaluating, organising and overseeing the staff induction programme within the non-clinical teams
Implementing and embedding an effective staff appraisal process
Implementing and embedding an effective practice and staff development plan for all non-clinical staff whilst maintaining a robust training record
Implementing effective systems for the resolution of disciplinary and grievance issues with the administrative and reception teams, maintaining an overview of staff welfare
Leading the management of the clinical system, ensuring IT security and IG compliance at all times and responding to and resolving all local IT issues
Actively encouraging and promoting the use of patient online services
Updating and acting as the focal point for the practice website and social media sites
Guiding staff and developing searches and audits on the clinical system
Reviewing and updating clinical templates ensuring they relate to current practice
Marketing the practice appropriately to ensure patient population is stable or increasing
Guiding the team to reach QOF targets (supported by the nursing and administrative leads)
Ensuring staff implement a practice wide approach to the management of all patient services matters
Managing DNAs, providing data and planning tools coupled with liaison with referred repeat offenders
In addition to the primary responsibilities, the Operations Manager may be requested to:
Deputise for the PM
Lead the management of the Patient Participation Group
Implement the complaints process, ensuring complaints are dealt with in a timely manner and, where necessary, escalated to the next level
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
Monitor and disseminate information on safety alerts and other pertinent information
Support the overall practice clinical governance framework, submitting reports for OQF, enhanced services and other reporting requirements using CQRS/ Open Exeter etc.
Guide the team to reach QOF targets (supported by the nursing and administrative leads)
Brief clinicians on performance levels, advising actions to ensure high achievement across all QOF areas
Maintain the significant event database, providing advice to staff and briefing the team at meetings as required
Identify trends and devise solutions to reduce risk and repeated occurrences of significant events
Develop, implement and embed the practice audit programme (in conjunction with the lead nurse)
Support the practice manager in the reviewing and updating of practice policies and procedures
Support the practice and management team with continuous improvement and change initiatives
Person Specification
Skills
Essential
- Excellent communication skills (written, oral and presenting)
- Strong IT skills (generic)
- SystmOne user skills
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- Effective time management (planning and organising)
- Ability to network and build relationships
- Ability to implement and embed policy and procedure
- Ability to motivate and train staff
Desirable
- Ability to recognise opportunities to enhance service delivery
- Excellent leadership skills
- Strategic thinker and negotiator
- Proven problem solving and analytical skills
Qualifications
Essential
- Good standard of education with excellent literacy and numeracy skills
Desirable
- Educated to A-level/equivalent or higher with relevant experience
- Leadership and/or management qualification
- AMSPAR qualification
Experience
Essential
- Experience of working with the general public
- Experience of working in a healthcare setting
Desirable
- Experience of managing multidisciplinary teams
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Experience of successfully developing and implementing projects
- NHS/ Primary Care general practice experience
- Relevant health and safety experience
Other requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
- Full UK driving licence
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Excellent interpersonal skills
- Motivated and proactive
- Ability to use initiative and judgement
- Forward thinker with a solution focused approach
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Confident, assertive and resilient
- Ability to drive and deliver change effectively
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
Person Specification
Skills
Essential
- Excellent communication skills (written, oral and presenting)
- Strong IT skills (generic)
- SystmOne user skills
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- Effective time management (planning and organising)
- Ability to network and build relationships
- Ability to implement and embed policy and procedure
- Ability to motivate and train staff
Desirable
- Ability to recognise opportunities to enhance service delivery
- Excellent leadership skills
- Strategic thinker and negotiator
- Proven problem solving and analytical skills
Qualifications
Essential
- Good standard of education with excellent literacy and numeracy skills
Desirable
- Educated to A-level/equivalent or higher with relevant experience
- Leadership and/or management qualification
- AMSPAR qualification
Experience
Essential
- Experience of working with the general public
- Experience of working in a healthcare setting
Desirable
- Experience of managing multidisciplinary teams
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Experience of successfully developing and implementing projects
- NHS/ Primary Care general practice experience
- Relevant health and safety experience
Other requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
- Full UK driving licence
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Excellent interpersonal skills
- Motivated and proactive
- Ability to use initiative and judgement
- Forward thinker with a solution focused approach
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Confident, assertive and resilient
- Ability to drive and deliver change effectively
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
