Operations Manager

Job description

Job responsibilities

Title: Operations Management

Objectives:

To participate in providing accessible, prompt and professional health care for patients attending our Surgeries.

To efficiently manage the every-day running of the practices, ensuring the practice objectives are met. To manage all staff within their job descriptions and to ensure that performance meets satisfactory standards.

It would suit a Assistant Manger from a large practice looking for a challenge to move up the ladder or a practice manager from a smaller practice who may feel better supported and well led

1. To support the Practice Group Director ( GDP) in the execution of her role and especially in the absence of the Practice Group Director

2. To be responsible for the day to day management of all staff and team leaders.

3. To support the IT lead in the administration of the Clinical System and other software

4. To provide first point of contact for all premises issues, costing works

5. To work with Board on the production of performance and quality standards within the practice

CORE PRINCIPLES

To ensure confidentiality of information (written, oral and electronic) is preserved at all times whether at or away from work

To follow practice procedures to ensure that GDPR and Security requirements are met at all times

To follow all practice protocols concerned with the maintenance of ethical practice

To support and participate in initiatives to ensure a safe and healthy environment for all practice users. This includes following procedures to ensure the control of potential hazards to health and safety

Implementing commitment to Diversity and Equality of Opportunity

To contribute to a culture of continuous improvement and organise staff education meetings and patient participation meets ( quarterly)

Provide a weekly dashboard ( on going since 2006) on staffing / appointment use /DNA/ complaints .

We are a good/ outstanding CQC rated and would like the appointee to participate in policy workings , updates , preparation, and involved in inspection process across main and branch sites.

To perform duties to standards required by the practice in accordance with quality assurance

To demonstrate commitment to Continuing Professional Development

Deputise for GPD in her absence at Practice and Staff meetings, taking minutes, typing them and actioning any points thought necessary and to produce these within 2 working days of the meeting; updating GPD on her return.

To acknowledge complaints within two working days of their receipt as per practice policy and assist in investigation of, and response to each complaint alongside the GDP

We provide a large number of services in house , some innovative

HUMAN RESOURCES, RECORDS AND TRAINING

To keep up to date with all employment law and new legislation.

To aid with the recruitment, induction and training of new staff.

Undertake staff reviews and appraisals as required.

Keep accurate records of all staff annual and sickness leave and to provide information for payroll purposes by the 20th of each month

Organise staff rotas to ensure adequate staffing levels and to ensure that for routine changes ,staff are given at least one months notice of overtime or change requirements

Maintain an accurate log of training of all clinical and non-clinical staff and arranging training every year

To liaise and regularly meet with any Site Managers/ Line Managers to ensure completion of any tasks as set by the GDP in good time for deadlines set

Take part in performance review meetings and be involved in disciplinary and grievance proceedings as required by the GDP and in accordance with Practice policy

IT SUPPORT AND DATA QUALITY

Support the practice in any IT matters in the administration of the Clinical System and other software

Be responsible jointly with the IT and Data Administrator for the administration of the Smart Card system and its maintenance

To provide support, advice and training for current and new practice staff in the use of the Clinical System

PREMISES AND EQUIPMENT

To be responsible for the general upkeep of the premises, costing reparations and presenting these to the GDP requested and within two weeks of instruction

To undertake premises Risk Assessments as laid down in Standard Operating Procedures and to bring to the attention of the GDP any matters arising from them

Organise annual inspections and calibration checks, ensuring documentation is up to date and reporting faults along with remedial actions

Maintain the Petty Cash account, ensuring that the account balances at the end of each month, and that accurate electronic records are maintained.

Participate with PCN in meetings and representations

Provide support to our Consultant led AQP procedures

Monitor in house purchases and invoices as per our policy

Timely claims to be done on reimbursements , PPAs,CQRS etc

PERFORMANCE AND QUALITY INDICATORS

To be aware of national, local and practice quality standards for chronic disease management.

To provide support to clinical sub groups in correctly identifying and targeting patients for assessment and treatment

To ensure staff are aware of the importance of maintaining disease registers and assist in the validation process

To work with the CCG/ PCN / Federation to validate patient information, performing regular checks and quality audits.

To take part in significant event auditing meetings, leading sessions when required and ensuring that learning outcomes are addressed and followed through with the appropriate staff

To report on DES and LES achievement

HEALTH AND SAFETY

Undertake and co-ordinate regular risk assessments and document these on a quarterly basis.

Ensure staff are trained in their responsibilities in H&S

Act as practice Fire Officer, organising monthly fire drills and documenting these accordingly

GENERAL DUTIES

Dealing with all telephone calls professionally (with care, civility and efficiency)

Transferring calls to the appropriate member of the Primary Health Care Team

Taking messages as appropriate and ensuring the message is passed on to the appropriate member of the practice or associated organizations whilst annotating and recording details such that they can be reviewed and retrieved at a later date if required

Taking messages as appropriate and ensuring the message is passed on to the appropriate member of the practice or associated organizations whilst annotating and recording details such that they can be reviewed and retrieved at a later date if required

Ensuring that the system is operational at the beginning and end of each day in accordance with practice protocol. This includes changing the answer phone message to reflect services, for example, emergency only or out of hours services

CONFIDENTIALITY GENERAL DUTIES

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately

In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. This duty of care extends beyond the term of any position within the Practice.

EQUALITY AND DIVERSITY

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

PERSONAL/PROFESSIONAL DEVELOPMENT

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development

Taking responsibility for own development, learning and performance

Demonstrating skills and activities to others who are undertaking similar work and maintain a personal record of personal development

Sharing knowledge and good practice from outside learning within the wider team

Working with management on any new training requirements

QUALITY

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk

Assess own performance and take accountability for own actions, either directly or under supervision

We are winners of 7 national awards and proud to have excellent governance in place - firm believer in the ethos of todays work competed today - hence keen on colleagues who share such ethos .

COMMUNICATION

The post-holder should recognize the importance of effective communication within the team and will strive to:

Communicate effectively with other team members in a timely and professional manner

Communicate effectively with patients and carers

Recognize peoples needs for alternative methods of communication and respond accordingly.

FLEXIBILITY

This Job Description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder. The post holder is required to carry out any duties that may reasonably be requested by the GPs or management team.

Person Specification

Experience

Essential

• Previous Experience in GP Practice Management either Assistant Manager / Small Practice Management or Senior Administrator/ Reception Manager Role (10 years experience working as senior reception level).
• Must be aware about management of front line staff including holiday management, sickness management, QOF, some knowledge of complaints management, staff rotas etc

Desirable

• Leadership and / or Management Qualification Strong IT skills (generic) Relevant health and safety experience Systmone user skills Basic Knowledge of bookkeeping and PPA Claims Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions Good sickness record (eg max 3 events in last 24 months)

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

AMP Group Practice

Address

Spa Pool Road

Askern

Doncaster

DN6 0HZ

Employer's website

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