Operations Manager

Job description

Job responsibilities

Operational

The post holder will:

Develop and review policies and procedures and keep abreast of current legislation.

Plan and monitor the services being offered to patients.

Review existing arrangements for provision of appointments and opening times and suggest developments.

Monitor appointment availability and develop improvement plans as appropriate.

Be the first Management point of contact for patients (after the Team Leaders) and manage them in accordance with Practice Complaints Procedure and evaluate suggestions.

Work with the GPs to support the on-call/triage/duty doctor / homes visit requests.

Ensure adequate staffing for patient services.

Assist in organising flu clinics and co-ordinating administrative staffing.

Develop relationships with the Patients Group and explore options for service development with them along with the Team Leaders.

Ensure communication systems are running smoothly, doctors and staff are kept fully informed of changes in procedures.

Maintain and develop all CQC related policies in conjunction with the rest of the management team.

Other duties commensurate with the position as defined by the Practice Manager or the Partners

Encourage and promote patient online services

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Collaborative Working

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Human Resources

The post holder will:

To assist the Practice Manager in recruitment of staff and develop HR strategy for the practice.

• To support the Practice Manager with all HR processes within the practice as determined by Practice need.
• Maintain and review job descriptions for Team Leaders, Patient Services Team.
• To act as lead Smartcard sponsor
• Evaluate, organise, and oversee staff induction and training and ensure that all non-clinical staff are adequately trained to fulfil their role.
• Assist with production and upkeep of Practice Procedures Manual & Staff Handbook
• Appraisals and Risk assessments

Staff Management

The post holder will:

Provide line management to the Team Leaders, Patient Services Team providing leadership and support.

Support the Team Leaders organise and co-ordinate staff rotas.

Liaise with management team concerning staffing and organisation of work.

Liaise with other members of the primary health care team, outside agencies as required.

Support the Team Leaders manage all holiday requests whilst maintaining adequate staff cover.

Administration

The post holder will:

Support the PM and Partners by attending meetings, arranging agendas, and minutes to the relevant teams.

Support the Team Leaders organise and lead monthly Patient Services Team meetings.

Attend regular management and team leader meetings, and other ad-hoc practice meetings as required.

Information Technology

The post holder will:

Have full understanding of the appointment system.

Have a working knowledge of all software and hardware.

Liaise with IT Support and Systems suppliers for straightforward issues.

Support the Quality and IT Manager with IT problems.

Ensure the telephone system functions effectively and continues to meet the needs of patients and the Practice by running reports and feeding back to the Operational Manager and Team Leaders.

To liaise with MLSCU support system suppliers to resolve other hardware and software issues.

Lead with any new IT Projects with support from the Team Leaders and the Data Quality Manager

Premises

The post holder will:

Manage the day to day presentation of the practice ensure premises and grounds are welcoming and presentable and display materials are consistent, neat, clean and in date

In conjunction with the Team Leader organise a rota for staff to maintain the housekeeping of the staff room and other areas of the practice within the remit of the administration staff.

Oversee maintenance and building issues, reporting to the Practice Manager.

Monitor, ensure & maintain monthly fire & water testing and risk assessment monitoring feeding outcomes to the Practice Manager.

Liaise with practice cleaners and address issues and co-ordinate infection control concerns with designated infection control leads.

Training

The post holder will:

Take a lead on behalf of the management team for training within the practice.

Identify training needs for the practice through training needs analysis and consultation with the management team and partners.

Ensure that statutory & mandatory training requirements are met.

Develop an effective induction programme.

Co-ordinate training on behalf of the practice for Protected Learning Time afternoons

Manage the practice training programme and ensure that records are kept up to date for all staff, clinical and non-clinical with support from the Team Leaders.

Keep up to date with external training courses and advise team members appropriately.

Assist the Practice Manager in devising a training strategy for the practice.

Communications

The post holder will:

Foster good relationships with patients, practice staff and visiting professionals.

Liaise with the Practice Manager on personnel issues.

Liaise closely with other members of the Primary Care Network Team.

Recognise potential areas of conflict, preventing where possible and reporting to your line manager if unable to resolve.

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

Ensure communication systems are running smoothly, all staff are kept fully informed of changes in procedures.

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, to include:

Using personal security systems within the workplace according to Practice guidelines

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.

Making effective use of training to update knowledge and skills.

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

Reporting potential risks identified

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 recognises 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.

Other Tasks

Other duties commensurate with the position as defined by the Practice Manager or the Partners.

Person Specification

Skills and Personal Qualities

Essential

• Excellent leadership skills
• Strategic thinker and negotiator
• Excellent communication skills (written, oral and presenting)
• Strong IT skills (generic)
• Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
• Effective time management (planning and organising)
• Ability to network and build relationships
• Ability to implement and embed policy and procedure
• Ability to motivate and train staff
• Polite and confident
• Flexible and cooperative
• Excellent interpersonal skills
• Motivated and proactive
• Ability to use initiative and judgement
• Forward thinker with a solution focused approach
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Confident, assertive and resilient
• Ability to drive and deliver change effectively
• Ability to motivate teams, enhance morale and maintain a positive
• working environment, including team building sessions
• Flexibility to work outside core office hours
• Disclosure Barring Service (DBS) check
• Maintain confidentiality at all times
• Full UK driving licence

Desirable

• Proven problem solving and analytical skills
• Ability to recognise opportunities to enhance service delivery

Qualifications

Essential

• Good standard of education with excellent literacy and numeracy skills

Desirable

• Educated to A-level/equivalent or higher with relevant experience
• Leadership and/or management qualification

Experience

Essential

• Experience of working with the general public
• Experience of working in a healthcare setting

Desirable

• Experience of managing multidisciplinary teams
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures
• Experience of successfully developing and implementing projects
• NHS/Primary Care general practice experience
• Relevant health and safety experience

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

The Beeches Medical Practice

Address

1 Beeches Road

Bayston Hill

Shrewsbury

Shropshire

SY3 0PF

Employer's website

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