Job summary
An exciting opportunity has arisen at
Ivy Grove Surgery, Ripley. We are looking to recruit an accomplished,
experienced and highly motivated Operational Manager to join our well
established Practice Management Team.
We are a large, friendly, innovative,
GP practice scoring very highly on QOF, rated good by the CQC. We are members
of the ARCH PCN and have worked closely with the other PCN practices for well
over a decade.
Main duties of the job
The Operational Manager will assist with the smooth functioning of the Practice on a day-to-day basis. The successful candidate will ideally have previous experience of business management, as well as IT systems management, experience with the EMIS clinical system would be an advantage but is not essential for the right candidate. Good communication skills and an ability to work with individuals, groups and outside organisations, is essential, as is the enthusiasm to adapt to the ever changing priorities of the NHS.
As part of our Management structure, the Operational Manager will be a key part of the Management Team, working closely alongside a further Operational Manager and the Practice Business Manager. It is a requirement of this role to deputise for the Practice Business Manager as required. This role is responsible for the day-to-day management of the Administration team. Prior healthcare experience would be an advantage, but identifying a candidate with the necessary skills and a strong work ethic is our priority.
About us
Practice Summary
- Located in a purpose built primary care centre on the edge of Ripley town centre.
- List size of 10700 patients.
- Very experienced clinical team comprising: 5 GP Partners, 1 salaried GP, 2 retainer GP, 1 ACP, 4 Practice Nurses, 1 HCA & 1 TNA. We also have a complement of ARRS PCN staff including Clinical Pharmacists, Pharmacy Technicians, Social Prescribers and an allied Community Team including Community Matron, Care Coordinators and District Nurses.
- The practice has an established admin team consisting of 3 Medical Secretaries, 5 Health Records Officers, 12 Patient Care Advisors and 2 Patient Care Advisor Team Leaders. The management team consists of 2 Operational Manager and 1 Practice Business Manager.
- We use EMIS Web clinical system, with support systems including AccuRx, TeamNet, Fairway Training (for payroll), Ardens Templates and SystmOne.
Job description
Job responsibilities
The
following are the core responsibilities of the operational manager. This job description does not represent an
exhaustive list of duties and may be amended in light of practice and service
changes and developments. 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
Operational Manager is responsible for:
- Compliance.
- Technical infrastructure e.g. IT and telephone
systems.
- Ensuring the practice meets its clinical targets.
- Management of back office and support staff and systems.
- Management of specific projects e.g. flu and covid
vaccination program.
- Policies and Protocols.
- Confidentiality/Information Governance.
- Ad hoc non-clinical issues, processes, and
responses.
- GENERAL
-
The
post-holder will need to become familiar with all functions of the Practice
clinical system and applications, plus national and local quality standards for
primary care/general practice.
-
To
undertake regular delegated tasks and special projects as delegated by the
Practice Business Manager.
-
As
necessary, to attend any meetings as requested or on behalf of the Practice and
undertake follow up action.
-
Assist
the Practice Business Manager in compiling and updating policies and procedures
in all areas of the Practice.
-
Ensure
effective delegation where appropriate.
-
Contribute
to Practice strategy, formulate objectives and research and develop ideas for
future Practice development and Confederation working.
-
Assist
the Practice Business Manager in the writing of business plans, where
appropriate undertaking any research required.
-
The
range of work undertaken in providing management support will vary in detail in
the light of changing demands and priorities within the Practice.
-
Support
the Practice and Practice Business Manager in maintaining its CQC Good rating whilst
striving towards Outstanding.
-
Liaise
with the team in monitoring of the Quality and Outcomes Framework to ensure all
targets are being met.
- ORGANISATIONAL
-
Carry
out audits and reports as required.
-
Review
processes and guidelines as required.
-
Maintain
registration policies and monitor patient turnover and capitation in
collaboration with the reception team leaders.
-
With
the Practice Business Manager, oversee and manage effective appointment
planning.
-
Manage
patient surveys.
-
Provide
first point of contact for patient advice and queries.
- INFORMATION
MANAGEMENT AND TECHNOLOGY
-
Be
the first point of contact for IT issues within the practice. Work with systems
suppliers and the Practice Business Manager to solve any problems.
Advanced
user (super user) of the Practice clinical system to enable intricate data
analysis.
Become
proficient on the practice TeamNet (intranet) including ensuring staff are
using it correctly and the content is reviewed regularly.
Keep
abreast of the latest developments in primary care IT and where appropriate
inform the practice team.
In
conjunction with the Practice Business Manager, ensure that the Practice has
effective IT data security.
Organise,
oversee, and evaluate IT training.
- CONFIDENTIALITY
-
In
the performance of the duties outlined in this job description, the post holder
will have access to confidential information relating to patients and their
carers, Practice staff or 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.
- Communication
- The
post holder should recognise the importance of effective communication within
the team and will strive to:
-
Communicate effectively with other team
members, external agencies and organisations, with patients and carers and the
Patient Participation Group (PPG) as and when appropriate.
Recognise peoples needs for alternative
methods of communication and respond accordingly.
Respond appropriately to any Freedom of
Information requests.
- Equality
& Diversity
- The
post holder will support the equality, diversity and rights of patients, carers
and colleagues, and will:
- Act in a way that recognises the importance of people's
rights, interpreting them in a way that is consistent with practice procedures
and policies, and current legislation.
-
Respect the privacy, dignity, needs and beliefs
of patients, carers and colleagues.
-
Behave in a manner that is welcoming to and of
the individual, is non-judgmental and respects their circumstances, feelings, priorities,
and rights.
Job description
Job responsibilities
The
following are the core responsibilities of the operational manager. This job description does not represent an
exhaustive list of duties and may be amended in light of practice and service
changes and developments. 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
Operational Manager is responsible for:
- Compliance.
- Technical infrastructure e.g. IT and telephone
systems.
- Ensuring the practice meets its clinical targets.
- Management of back office and support staff and systems.
- Management of specific projects e.g. flu and covid
vaccination program.
- Policies and Protocols.
- Confidentiality/Information Governance.
- Ad hoc non-clinical issues, processes, and
responses.
- GENERAL
-
The
post-holder will need to become familiar with all functions of the Practice
clinical system and applications, plus national and local quality standards for
primary care/general practice.
-
To
undertake regular delegated tasks and special projects as delegated by the
Practice Business Manager.
-
As
necessary, to attend any meetings as requested or on behalf of the Practice and
undertake follow up action.
-
Assist
the Practice Business Manager in compiling and updating policies and procedures
in all areas of the Practice.
-
Ensure
effective delegation where appropriate.
-
Contribute
to Practice strategy, formulate objectives and research and develop ideas for
future Practice development and Confederation working.
-
Assist
the Practice Business Manager in the writing of business plans, where
appropriate undertaking any research required.
-
The
range of work undertaken in providing management support will vary in detail in
the light of changing demands and priorities within the Practice.
-
Support
the Practice and Practice Business Manager in maintaining its CQC Good rating whilst
striving towards Outstanding.
-
Liaise
with the team in monitoring of the Quality and Outcomes Framework to ensure all
targets are being met.
- ORGANISATIONAL
-
Carry
out audits and reports as required.
-
Review
processes and guidelines as required.
-
Maintain
registration policies and monitor patient turnover and capitation in
collaboration with the reception team leaders.
-
With
the Practice Business Manager, oversee and manage effective appointment
planning.
-
Manage
patient surveys.
-
Provide
first point of contact for patient advice and queries.
- INFORMATION
MANAGEMENT AND TECHNOLOGY
-
Be
the first point of contact for IT issues within the practice. Work with systems
suppliers and the Practice Business Manager to solve any problems.
Advanced
user (super user) of the Practice clinical system to enable intricate data
analysis.
Become
proficient on the practice TeamNet (intranet) including ensuring staff are
using it correctly and the content is reviewed regularly.
Keep
abreast of the latest developments in primary care IT and where appropriate
inform the practice team.
In
conjunction with the Practice Business Manager, ensure that the Practice has
effective IT data security.
Organise,
oversee, and evaluate IT training.
- CONFIDENTIALITY
-
In
the performance of the duties outlined in this job description, the post holder
will have access to confidential information relating to patients and their
carers, Practice staff or 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.
- Communication
- The
post holder should recognise the importance of effective communication within
the team and will strive to:
-
Communicate effectively with other team
members, external agencies and organisations, with patients and carers and the
Patient Participation Group (PPG) as and when appropriate.
Recognise peoples needs for alternative
methods of communication and respond accordingly.
Respond appropriately to any Freedom of
Information requests.
- Equality
& Diversity
- The
post holder will support the equality, diversity and rights of patients, carers
and colleagues, and will:
- Act in a way that recognises the importance of people's
rights, interpreting them in a way that is consistent with practice procedures
and policies, and current legislation.
-
Respect the privacy, dignity, needs and beliefs
of patients, carers and colleagues.
-
Behave in a manner that is welcoming to and of
the individual, is non-judgmental and respects their circumstances, feelings, priorities,
and rights.
Person Specification
Qualifications
Essential
- Essential criteria
- Experience working with the general public in a health care setting.
- Experience of workforce planning, forecasting and development
- Excellent IT skills
- EMIS/ System one / Vision user
- Experience in managing large multidisciplinary teams
Desirable
- Desirable criteria
- Experience of chairing meeting, producing agendas and minutes
- Flexibility to work outside core hours
- Full UK driving licence
Person Specification
Qualifications
Essential
- Essential criteria
- Experience working with the general public in a health care setting.
- Experience of workforce planning, forecasting and development
- Excellent IT skills
- EMIS/ System one / Vision user
- Experience in managing large multidisciplinary teams
Desirable
- Desirable criteria
- Experience of chairing meeting, producing agendas and minutes
- Flexibility to work outside core hours
- Full UK driving licence
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.
