Job summary
We are seeking an experienced Operations Manager with a strong background in General Practice to work across our five Plymouth sites, comprising a main surgery and four branch surgeries.
Previous experience within general practice is essential, along with a thorough understanding of CQC compliance and target areas such as LES/DES, QOF, and CQRS. You will also bring extensive expertise in managing staff within a reactive environment.
The ideal candidate will be organised, analytical, resourceful, and dynamic, with proven experience in driving improvements across a wide range of administrative functions including reception, secretarial, and broader practice administration services.
We are looking for someone who is flexible, proactive, and a strong team player. In this role, you will play a central part in guiding the Practice to achieve its full potential.
If this sounds like you, wed love to hear from you!
Main duties of the job
The Operations Manager will have responsibility for the smooth and efficient running of the Practice, and maintaining the wellbeing and commitment of the whole Practice team.
The role is responsible for all aspects of the practice day to day operations including reception, secretarial and administrative services, supporting clinicians in service delivery, regulatory compliancy, and key assurance frameworks.
The role should strive to provide an environment where everyone recognises and understands their respective roles, and are supported by appropriate policies, protocols, procedures and training.
You will have a thorough understanding of GMS, QOF, LES/DESs, CQC, H&S, GDPR, and employment law.
About us
Mayflower Medical Group is a Practice of 35,000 patients across five sites.
We are part of the wider Fuller and Forbes Partnership which has Practices in Leeds, Burnley, and Devon, as well as Gateshead. Career progression is available as is training and development.
You will work directly to the Practice Manager and will interact daily with our Managing Partner, GP Partner, and Senior Management Team.
Job description
Job responsibilities
Patient services
- Implementing and maintaining systems to receive patient enquires and suggestions
- Reviewing and updating Practice information, leaflets, website and other materials
- Ensuring that Patients receive a friendly and helpful experience at each encounter and that each encounter includes appropriate care navigation.
Personnel and training
- Managing day to day operational issues
- Supporting the Practice Manager & Assitant Practice Managers in the management of Rotas, dayd to day issues & estates.
- Ensuring that all staff have contracts of employment, are up-to-date in statutory and mandatory training, and have regular appraisals. You will be supported by our HR administrator.
- You will ensure that all our policies and procedures are comprehensive and up-to-date
Finance
- You will be responsible for overseeing petty cash, supporting payroll, and other financial aspects of the Practice as needed, including supporting our finance team as required
- Ensure that all income and expenditure due is received or recorded
- Oversee stock ordering systems
Information technology- Responsible for computer systems including maintenance and development of the system
- Ensuring appropriate computer and clinical system access
- Ensuring GDPR and Caldicott compliance
Assurance
Framework (AF)- Manage
& update assurance framework
- Support
the audit and compliance checks necessary to satisfy internal and external
scrutiny including adherence to CQC, Risk Management, H&S and other
regulatory and statutory standards
- Work
with others to agree data reporting criteria and mechanisms as required for
updating the AF
Policies
& Protocols
- Ensure
practice has full suite of up-to-date general policies, protocols, systems and
processes necessary to deliver services working with policy owners to ensure
appropriate review and SMT / CRG approval
- Be
responsible for Health & Safety policy and its implementation
Premises and equipment
- Response for security, repairs, insurance and maintenance of premises, services and equipment
- Ensure
that all medical and non-medical equipment, lifts, fire extinguishers, fire
& burglar alarm, air conditioning units and other areas requiring servicing
are serviced in accordance with practice policy domain areas insofar as they
relate to the key areas of this job description
- Monitor
compliance with the Health & Safety, Fire Risk, COSHH, Fire Alarm,
Legionella, Environmental, Infection Control, Medicines Management and other
audit-related policies and procedures and formally advise on areas of
non-compliance, resolving issues within areas of own competency
Audits
- Carry
out a programme of site inspections and audits to enable a continual
improvement practice
- To
support the development of internal compliance monitoring processes and
function as a core member of the internal inspection and spot check audit team
Infection
Control
- Work
with the lead nurse to ensure that all sites are fully compliant with Infection
Control standards, and that adequate mechanisms are in place to ensure and
maintain appropriate drug storage, safety and cold chain standards
- Oversee
management facilities such as cleaning, grounds management, storage and
ensuring all spaces are free of clutter or items not for immediate use
- Work
with managers to identify repairs and premises maintenance requirements and
arrange remedial action
The
post holder may be required to carry out additional tasks not included in this
job description but within their competency.
Job description
Job responsibilities
Patient services
- Implementing and maintaining systems to receive patient enquires and suggestions
- Reviewing and updating Practice information, leaflets, website and other materials
- Ensuring that Patients receive a friendly and helpful experience at each encounter and that each encounter includes appropriate care navigation.
Personnel and training
- Managing day to day operational issues
- Supporting the Practice Manager & Assitant Practice Managers in the management of Rotas, dayd to day issues & estates.
- Ensuring that all staff have contracts of employment, are up-to-date in statutory and mandatory training, and have regular appraisals. You will be supported by our HR administrator.
- You will ensure that all our policies and procedures are comprehensive and up-to-date
Finance
- You will be responsible for overseeing petty cash, supporting payroll, and other financial aspects of the Practice as needed, including supporting our finance team as required
- Ensure that all income and expenditure due is received or recorded
- Oversee stock ordering systems
Information technology- Responsible for computer systems including maintenance and development of the system
- Ensuring appropriate computer and clinical system access
- Ensuring GDPR and Caldicott compliance
Assurance
Framework (AF)- Manage
& update assurance framework
- Support
the audit and compliance checks necessary to satisfy internal and external
scrutiny including adherence to CQC, Risk Management, H&S and other
regulatory and statutory standards
- Work
with others to agree data reporting criteria and mechanisms as required for
updating the AF
Policies
& Protocols
- Ensure
practice has full suite of up-to-date general policies, protocols, systems and
processes necessary to deliver services working with policy owners to ensure
appropriate review and SMT / CRG approval
- Be
responsible for Health & Safety policy and its implementation
Premises and equipment
- Response for security, repairs, insurance and maintenance of premises, services and equipment
- Ensure
that all medical and non-medical equipment, lifts, fire extinguishers, fire
& burglar alarm, air conditioning units and other areas requiring servicing
are serviced in accordance with practice policy domain areas insofar as they
relate to the key areas of this job description
- Monitor
compliance with the Health & Safety, Fire Risk, COSHH, Fire Alarm,
Legionella, Environmental, Infection Control, Medicines Management and other
audit-related policies and procedures and formally advise on areas of
non-compliance, resolving issues within areas of own competency
Audits
- Carry
out a programme of site inspections and audits to enable a continual
improvement practice
- To
support the development of internal compliance monitoring processes and
function as a core member of the internal inspection and spot check audit team
Infection
Control
- Work
with the lead nurse to ensure that all sites are fully compliant with Infection
Control standards, and that adequate mechanisms are in place to ensure and
maintain appropriate drug storage, safety and cold chain standards
- Oversee
management facilities such as cleaning, grounds management, storage and
ensuring all spaces are free of clutter or items not for immediate use
- Work
with managers to identify repairs and premises maintenance requirements and
arrange remedial action
The
post holder may be required to carry out additional tasks not included in this
job description but within their competency.
Person Specification
Experience
Essential
- Previous General Practice experience.
- Previous experience managing General Practice operations.
- Previous experience managing non-clinical teams.
- Previous experience overseeing NHS contracts and regulatory requirements.
- Good standard of education with excellent literacy and numeracy skills.
- GCSE or equivalent Grade to A to C in English and Maths.
- Experience of running clinical reports.
- Experience in dealing with external organisations at management level.
- Knowledge of employment law, health & safety legislation, risk assessment.
- Experience of staff appraisals, handling grievance and disciplinary issues
- Knowledgeable of recruitment, selection and retention of staff and staff motivation.
- Experience of workforce planning, forecasting and development.
- Ability to understand and learn new software and administrative procedures.
- Ability to prioritise, delegate and work to tight deadlines in a fast paced environment.
Desirable
- AMSPAR Practice Management qualification or equivalent.
- Leadership or management qualification.
- Extensive experience of SystmOne.
- Advanced knowledge of GDPR.
- Educated to degree level in healthcare or business management.
- Familiarity with a variety of Windows-based software and Windows / network environment.
- Strategic thinker and negotiator.
- Experience of dealing with members of the public.
- Previous experience in an analytical role.
- Familiar with email and the internet.
Person Specification
Experience
Essential
- Previous General Practice experience.
- Previous experience managing General Practice operations.
- Previous experience managing non-clinical teams.
- Previous experience overseeing NHS contracts and regulatory requirements.
- Good standard of education with excellent literacy and numeracy skills.
- GCSE or equivalent Grade to A to C in English and Maths.
- Experience of running clinical reports.
- Experience in dealing with external organisations at management level.
- Knowledge of employment law, health & safety legislation, risk assessment.
- Experience of staff appraisals, handling grievance and disciplinary issues
- Knowledgeable of recruitment, selection and retention of staff and staff motivation.
- Experience of workforce planning, forecasting and development.
- Ability to understand and learn new software and administrative procedures.
- Ability to prioritise, delegate and work to tight deadlines in a fast paced environment.
Desirable
- AMSPAR Practice Management qualification or equivalent.
- Leadership or management qualification.
- Extensive experience of SystmOne.
- Advanced knowledge of GDPR.
- Educated to degree level in healthcare or business management.
- Familiarity with a variety of Windows-based software and Windows / network environment.
- Strategic thinker and negotiator.
- Experience of dealing with members of the public.
- Previous experience in an analytical role.
- Familiar with email and the internet.
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.
