Job summary
Are you a forward-thinking,
proactive, and dynamic leader looking to make a meaningful impact in primary
care? An exciting opportunity has arisen
for an Operations Manager to join our fantastic team at Upwell Health Centre on
a permanent, full-time basis.
We're seeking someone who is
passionate about patient care, team development, and service excellence, and
motivated to collaboratively lead the administrative and operational aspects of
the practice.
As Operations Manager, you will play a key role within the management team to ensure the smooth running of day-to-day operations. You will take the lead on operational management, health and safety, human resources, complaints and significant events, and patient engagement. You will line manage the Admin Lead and Operations Assistant who will support you in the day-to-day operations.
You will report to the Practice and Pharmacy Business Manager who you will work closely with to ensure the delivery of excellent patient experiences and to maintain a supportive work environment.
To apply, please
submit your CV and covering letter detailing your interest in and suitability
for the post.
Main duties of the job
You will support the Practice and Pharmacy Business Manager in all
aspects of practice and pharmacy functionality, motivating and managing staff,
and optimising efficiency and overall performance, to ensure long-term
strategic objectives are achieved in a safe and effective working environment.
You will lead on operational management, health and safety, human
resources, complaints and significant events, and patient engagement.
About us
We are a friendly and busy rural GP Practice serving 11,000 patients. Our practice includes a hybrid pharmacy that dispenses over 26,000 items per month, supported by a state-of-the-art dispensing robot.
Committed to delivering the highest standard of patient care, we are a forward-thinking organisation that embraces innovation and new technologies. Our dedicated team works collaboratively within a supportive and welcoming environment.
As part of our team, you'll benefit from:
- Competitive salary
- NHS Pension Scheme
- 5 weeks' annual leave plus bank holidays
- Free on-site parking
- Employee Assistance Programme
- A positive and inclusive workplace culture
If you're looking to join a progressive practice where your contributions are valued and your wellbeing is supported, we'd love to hear from you.
Job description
Job responsibilities
Operational Management
- Lead, motivate, and mentor the non-clinical team
to deliver an outstanding patient experience.
- Work with the clinical team to operationalise
the delivery of clinical services.
- Provide ongoing coaching and support to team
members to promote a culture of continuous improvement.
- Support the Admin Lead and clinical staff in
service planning, delivery, and improvement initiatives.
- Provide direct line management, leadership, and
guidance for the Admin Lead and Operations Assistant.
- Oversee the day-to-day running of administrative
operations and ensure compliance with practice policies and procedures.
- Support the production and review of Practice
policies.
- Act as a point of escalation for complex issues
within the admin and reception teams.
- Use and develop IT systems within the Practice
to drive efficient working systems and processes.
- Support the Practice and Pharmacy Business
Manager to ensure ongoing compliance with CQC requirements.
- Support the Superintendent Pharmacist to ensure
ongoing compliance with GPhC requirements.
- Develop, implement, and embed a robust library
of Standard Operating Procedures.
- Ensure appropriate insurance cover is in place.
Health and Safety
- Ensure that Health and Safety processes are
adhered to and act as the Health and Safety lead for the business.
- Ensuring that all required maintenance
agreements are in place and that equipment is serviced and calibrated
appropriately.
Human Resources
- Oversight of the annual appraisal process,
including the undertaking of appraisals for your direct line reports.
- Lead on recruitment and all associated safer
recruitment processes.
- Oversee induction processes for all new
starters.
- Oversee and support processes around the
completion of mandatory training.
Complaints and Significant Events
- Manage and resolve patient complaints
professionally and efficiently, in line with organisational policy, ensuring
that required changes are implemented.
- Oversee the significant events process, ensuring
that they are appropriately logged, investigated, reported, and discussed.
- Share learning from complaints and significant
events across the Practice team.
Patient Engagement
- Develop the Patient Participation Group (PPG)
and work with them to enable valuable patient feedback.
- Be the main point of contact for the PPG and
encourage proactive input from the group.
The above list of responsibilities is not exhaustive, and
the post-holder may be asked to perform other duties. These may vary from time to time but will not
change the general character of the post or the level of responsibility.
Job description
Job responsibilities
Operational Management
- Lead, motivate, and mentor the non-clinical team
to deliver an outstanding patient experience.
- Work with the clinical team to operationalise
the delivery of clinical services.
- Provide ongoing coaching and support to team
members to promote a culture of continuous improvement.
- Support the Admin Lead and clinical staff in
service planning, delivery, and improvement initiatives.
- Provide direct line management, leadership, and
guidance for the Admin Lead and Operations Assistant.
- Oversee the day-to-day running of administrative
operations and ensure compliance with practice policies and procedures.
- Support the production and review of Practice
policies.
- Act as a point of escalation for complex issues
within the admin and reception teams.
- Use and develop IT systems within the Practice
to drive efficient working systems and processes.
- Support the Practice and Pharmacy Business
Manager to ensure ongoing compliance with CQC requirements.
- Support the Superintendent Pharmacist to ensure
ongoing compliance with GPhC requirements.
- Develop, implement, and embed a robust library
of Standard Operating Procedures.
- Ensure appropriate insurance cover is in place.
Health and Safety
- Ensure that Health and Safety processes are
adhered to and act as the Health and Safety lead for the business.
- Ensuring that all required maintenance
agreements are in place and that equipment is serviced and calibrated
appropriately.
Human Resources
- Oversight of the annual appraisal process,
including the undertaking of appraisals for your direct line reports.
- Lead on recruitment and all associated safer
recruitment processes.
- Oversee induction processes for all new
starters.
- Oversee and support processes around the
completion of mandatory training.
Complaints and Significant Events
- Manage and resolve patient complaints
professionally and efficiently, in line with organisational policy, ensuring
that required changes are implemented.
- Oversee the significant events process, ensuring
that they are appropriately logged, investigated, reported, and discussed.
- Share learning from complaints and significant
events across the Practice team.
Patient Engagement
- Develop the Patient Participation Group (PPG)
and work with them to enable valuable patient feedback.
- Be the main point of contact for the PPG and
encourage proactive input from the group.
The above list of responsibilities is not exhaustive, and
the post-holder may be asked to perform other duties. These may vary from time to time but will not
change the general character of the post or the level of responsibility.
Person Specification
Qualifications
Essential
- Educated to degree level in healthcare or business, or able to demonstrate equivalent relevant experience
- Good standard of education with excellent literacy and numeracy skills
Desirable
- Leadership and/or management qualification
- HR qualification
Experience
Essential
- Experience managing a team
- HR experience, including performance management, appraisal processes, staff development, and disciplinary procedures
- Proven track record of successfully developing and implementing projects
- Health and Safety experience
- Experience chairing effective meetings
Desirable
- Experience working in general practice, primary care, and or Primary Care Networks
Knowledge and Skills
Essential
- Excellent communication skills (written, oral, and presenting)
- Strong IT skills
- Excellent leadership skills
- Delegation skills
- Effective time management and ability to prioritise
- Ability to network and build relationships
- Proven problem-solving and analytical skills
- Customer service and complaints resolution
- Ability to develop, implement, and evaluate projects
Desirable
- Familiarity with practice-based systems (e.g., SystmOne, Accurx, TeamNet)
- A working knowledge of primary care contracts
- A working knowledge of the Quality and Outcomes Framework
- An understanding of Primary Care Networks
Personal Qualities and Attributes
Essential
- Polite, confident, and trustworthy
- Flexible and approachable
- Excellent interpersonal skills
- Motivated and proactive
- Ability to remain calm and solution-focused under pressure
- Ability to use initiative and judgement to work with minimal direction
- Forward thinker
- Sensitive and empathetic in distressing situations
- Ability to drive and deliver change effectively
- Ability to motivate teams, enhance morale, and maintain a positive working environment
- Hard working, reliable, and resourceful
Person Specification
Qualifications
Essential
- Educated to degree level in healthcare or business, or able to demonstrate equivalent relevant experience
- Good standard of education with excellent literacy and numeracy skills
Desirable
- Leadership and/or management qualification
- HR qualification
Experience
Essential
- Experience managing a team
- HR experience, including performance management, appraisal processes, staff development, and disciplinary procedures
- Proven track record of successfully developing and implementing projects
- Health and Safety experience
- Experience chairing effective meetings
Desirable
- Experience working in general practice, primary care, and or Primary Care Networks
Knowledge and Skills
Essential
- Excellent communication skills (written, oral, and presenting)
- Strong IT skills
- Excellent leadership skills
- Delegation skills
- Effective time management and ability to prioritise
- Ability to network and build relationships
- Proven problem-solving and analytical skills
- Customer service and complaints resolution
- Ability to develop, implement, and evaluate projects
Desirable
- Familiarity with practice-based systems (e.g., SystmOne, Accurx, TeamNet)
- A working knowledge of primary care contracts
- A working knowledge of the Quality and Outcomes Framework
- An understanding of Primary Care Networks
Personal Qualities and Attributes
Essential
- Polite, confident, and trustworthy
- Flexible and approachable
- Excellent interpersonal skills
- Motivated and proactive
- Ability to remain calm and solution-focused under pressure
- Ability to use initiative and judgement to work with minimal direction
- Forward thinker
- Sensitive and empathetic in distressing situations
- Ability to drive and deliver change effectively
- Ability to motivate teams, enhance morale, and maintain a positive working environment
- Hard working, reliable, and resourceful
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.
