Operations Manager

Job description

Job responsibilities

The following are the core responsibilities of the Practice 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 Practice Operations Manager is responsible for overseeing the day-to-day operations of the practice. Duties include but are not limited to:

Organisational Planning

Liaising with the GPs to ensure sufficient GP cover is always in place

Reviewing admin and nursing rotas always ensuring sufficient cover

Ensure adequate availability of nursing appointments

Room planning

Appointment book changes and management

Undertake all mandatory training and induction programmes

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

Support in the delivery of enhanced services and other service requirements

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

Line management of all nursing, reception and admin staff

Management of sickness absence including welfare calls, return to work interviews and monitoring staff compliance with policy

Authorisation of staff annual leave ensuring adequate cover is always maintained.

Ensuring admin workload is kept up to date

Carrying out regular 1 to 1 meetings with admin staff

Implementing an effective annual appraisal process for all staff with support from the management team and undertake appraisals for those they line manage

Implementing effective systems for the resolution of disciplinary and grievance issues with support from the Practice Manager, maintaining an overview of staff welfare

Maintaining an effective overview of and ensuring compliance with HR legislation

Recruitment

Manage the recruitment and retention of all new staff with support from the Practice Manager/Management Team

GP locum recruitment, management and induction

Induction of new starters

Establishing, reviewing and regularly updating job descriptions and person specifications ensuring all staff are legally and gainfully employed

Training

Ensuring all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively

Ensuring mandatory training is kept up to date

Use the appraisal and 1 to 1 process to identify any training requirements

Implement and embed an effective staff development plan for all staff

Patient Services

Adopting a strategic approach to the management of all patient services matters

Actively encouraging and promoting the use of patient online services

Ensuring staff are trained in patient online service functions and compliant with practice policies.

Lead in the management of the Patient Participation Group

Marketing

Market the practice appropriately to ensure patient population is stable

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

Policy Review

Coordinating the reviewing and updating of all organisation policies and procedures

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

Communication

Developing, implementing and embedding an effective communication strategy, both internal and external

Meetings

Representing the practice at external meetings as required

Annual practice meeting planning

Setting agendas and chairing staff meetings

Attend and actively participate in practice management meetings

Complaints

Effectively managing all complaints in line with current legislation and guidance with support from the complaints team.

Ensure that staff are fully conversant with the complaints procedure

Health and Safety

The management of health and safety within the practice including policy review, risk assessments, infection control and mandatory training

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

Information Governance

Lead the management of the clinical system, always ensuring IT security and IG compliance and responding to and resolving all local IT issues

Ensuring review and compliance with IG policies and legislation

Completion of annual IG toolkit

QOF / Audit

Oversee & monitor the administrative elements of QOF throughout the year, liaising with GPs, nursing staff and administrators, ensuring a team approach to fully meet year end targets

Support and guide the clinical and admin staff with any searches and audit requirements

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

CQC

Implement systems to ensure compliance with CQC regulations and standards including keeping aware of new CQC processes

CQC ongoing preparation

Supporting the Practice Manager & management team with inspection preparation

Person Specification

Knowledge and Skills

Essential

• Excellent communication skills (written, oral and presenting)
• Proven leadership skills
• Competent in the use of IT systems
• 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
• 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
• Demonstrate personal accountability, emotional resilience and the ability to work well under pressure
• Ability to implement and embed policies and procedures

Desirable

• EMIS system IT user skills

Qualifications

Essential

• GCSE Maths (Grade C or equivalent)
• GCSE English (Grade C or equivalent)
• Leadership and/or management qualification

Desirable

• Educated to degree level in healthcare or business
• AMSPAR qualification

Experience

Essential

• Experience of managing multidisciplinary teams
• Experience of working with the general public
• Experience of working in a healthcare setting
• 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
• HR understanding and experience
• Experience of workforce planning, forecasting and development

Desirable

• General practice experience
• Experience of chairing meetings, producing agendas and minutes

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

Kepier Medical Practice

Address

Leyburn Grove

Houghton Le Spring

Tyne And Wear

DH4 5EQ

Employer's website

http://kepiergp.nhs.uk/ (Opens in a new tab)