Operations Manager

Job responsibilities

The following are the core responsibilities of the Operations Manager. There may be, on occasions, 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:

Administration Team:

• Line management of the Administration team, providing ongoing review, training and annual appraisals and induction of new staff members
• Co-ordinate teams staff annual leave
• Ensure adequate staffing in the team
• Deal with Administrative staff sickness/absence. Provide induction training, ongoing review including probationary reviews, and appraisal
• Hold and minute regular staff/team meetings
• Deputise for Practice Manager as necessary

Practice

• Co-ordinate leave for all Administrative and Clinical team including GP Partners updating staff leave cards/EMIS clinical system/Coloured rota - Liaising with Finance & IT Manager and IT & Data Administrator
• Review and update administration policies/procedures on a regular basis to ensure that they are current and fit for purpose updating documentation on Teamnet
• Have oversight of the EMIS rota working with the GP Partner/Finance & IT Manager/IT & Data Administrator to ensure there is sufficient clinical cover.
• Add clinics to the EMIS rota in the absence of the Finance & IT Manager/IT & Data Administrator
• Attend practice meetings, as required, and contribute to smooth running of practice
• Arranging annual calibration/PAT testing of medical/electrical equipment
• Ordering new medical equipment/organising service/repair/replacements when required
• Oversee the weekly fire alarm testing with Reception Manager/Finance & IT Manager organising two fire evacuation drills annually
• Complete the weekly Kernow Health LMC General Practice Alert Status
• Complete the Workforce minimum report on a monthly basis
• Update the quarterly Smears audit on Teamnet liaising with GP Registered partner
• Liaise with property manager/facilities management company regarding building/cleaning issues
• Manage the Administration team delivering Dermatology and have an oversight of Derm operations
• Ensure Practice policies are followed, and accurate records are kept with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths
• Arrange and minute the monthly Clinical meeting

Financial Administration

Deputise for the Finance & IT Manager in their absence dealing with:

• Checking and approving purchase invoices for payment, ensuring that goods have been received, following up queries and entering invoices on finance software
• Ensuring that cash and cheques received are banked promptly and transactions are entered on the finance software
• Monitoring and reconciling petty cash expenditure to float balance and entering transactions on finance software
• Following up any financial queries, including liaising with suppliers and patients
• Preparation and submission of claims for services, maximising income
• Overseeing processes for income claim and collection for non-NHS services, e.g. medicals

Patient Services:

• Deal with complaints in absence of Reception Manager/Deputy and Practice Manager in accordance with practice complaints procedure, evaluate suggestions and escalating to GP partner responsible for complaints, where appropriate
• Manage administration team together with systems for recording and actioning new patient registrations, patient note summarising and patient deductions and ensuring that the other core administrative functions are performed on a timely basis, escalating any back logs or issues with workload to the Practice Manager
• Manage administration team to ensure received mail, either paper or electronic, is directed to correct team member, patient correspondence is scanned, assigned and actioned in a timely manner
• Support the annual flu and other special clinics and vaccination campaigns
• Maintain up to date knowledge of national, local and practice standards for chronic disease management

IT:

• Have full understanding of EMIS patient records system and Xero finance software
• Have a working knowledge of running searches and reports
• Provide advice and support on EMIS use in the absence of Data & IT Administrator.
• Having a working knowledge of managing system users on EMIS
• Have a working knowledge of IT systems in the building and be able to trouble shoot issues as they arise, including NHS smart cards
• Have the ability to book additional appointments and changing EMIS clinics as necessary

Other tasks:

• Trouble shoot any operational matters and escalate any unresolvable issues to Practice Manager
• To attend internal and external meetings, as required
• Take the minutes of the Clinical meeting
• Update the Minor Surgery infection rate quarterly audits on Teamnet
• Deal with any SMART card/Fob issues in the absence of the IT & Data Administrator

Data Quality:

• To work within the clinical computer system to improve data quality, using the expertise of other data staff where appropriate
• To assist the Practice Manager in ensuring the recording and collection of data is processed in the most efficient and appropriate way

Health & Safety:

• The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy

Knowledge and Skills

Essential

• Excellent communication skills, both verbally and in writing
• Leadership skills
• Ability to manage difficult situations and build relationships
• Ability to define problems and identify solutions
• Numeracy and accuracy
• Excellent keyboard and computer skills

Desirable

• Awareness of current NHS policies

Qualities/Attributes

Essential

• An understanding, acceptance and adherence to the need for strict confidentiality
• Ability to use own judgement, resourcefulness and common sense
• Ability to work without direct supervision and determine own work priorities
• Ability to lead and work as part of a multi-skilled team
• Pleasant, articulate and diplomatic
• Ability to work under pressure and meet deadlines
• Ability to work in a changing environment
• Commitment to continuing personal development

Experience

Essential

• Experience of working with the public / in a customer contact environment
• Significant experience of general management including direct supervision of staff groups and application of employment law/practices
• Experience of implementing policies and procedures
• Experience of using Microsoft Office software

Desirable

• Experience of using clinical patient records software
• Experience of general practice management

Qualifications

Essential

• A level or equivalent and GCE/GCSE English and Maths at grade C or above

Desirable

• Qualifications specific to management or practice management

Flexibility

Essential

• The post holder will be required to work across both of the practices surgeries in Torpoint and on the Rame Peninsula and may be required to attend off-site meetings, so must be mobile and have business use motor insurance
• Flexibility of working hours and able to work at times required