The Quarter Jack Surgery

Operations Manager

This job is now closed

Job summary

A new and exciting opportunity has arisen for an accomplished, experienced and highly motivated manager to join this patient-centric practice. This is a large and well-established medical practice, respected for its collaborative working, training, teaching and personal development within its team, encouraging talented individuals to thrive and make a difference.

Candidates must be conscientious, provide solid leadership and have a sound knowledge of operational management, including; - HR, quality standards, compliance, governance, planning and patient/customer services.

The successful candidate will have hands-on responsibility for service improvement and delivery of key targets across clinical and administrative areas within the practice.

Previous healthcare management experience, leadership skills, competency in office IT and highly effective communication skills at all levels are essential.

Benefits include: NHS pension, 5 weeks holiday (& bank hols), company sick pay, parking.

Main duties of the job

The Operations Manager is a new post and as a key member of the team, expected to demonstrate senior management and leadership qualities. The successful candidate will have the ability to identify and implement the Practices objectives using a combination of personal involvement, motivation of other staff and delegation when appropriate

The practice is seeking an enthusiastic individual to manage established reception and administrative teams and take responsibility for implementation and continued oversight of a series of changes to clinical administrative systems that put the practice in line with the current view of modern general practice.

Medical practice management has grown in importance and complexity over the last few years. The need to ensure that the Practice is financially efficient, has well-trained, well-motivated staff, and complies with an increasing range of health and safety and other legislation, is as important as ensuring the continuing provision of good patient care.

Candidates are expected to bring strong interpersonal skills and be experienced and confident in the areas of operational and people management, financial awareness, health & safety and information technology.

An understanding of current NHS initiatives will be helpful.

About us

This patient centric practice works through partnership and collaboration with like-minded practices to provide patients with joined-up solutions which meet the needs of their demographics; and is one of four member practices which forms the Wimborne & Ferndown PCN, offering extended services to the combined list of c 42,500 patients, many of which are often whole generation families.

There is an enviably strong team ethos within the practice which is described supportive, approachable, caring, inspired and highly motivated. Outside of patient times, wellbeing and mental health support are very important for their team members. This is demonstrated by closing the practice each day from 1pm 2pm, to ensure that all team members get a lunch break; also a three-monthly for a day closure for clinical governance and team building.

Several of the current doctors at Quarter Jack Surgery undertook their training at the practice before becoming Salaried GPs and or Partners and some team members exceed 20 years of service.

It is very important to the partners that this ethos is maintained and developed. The partners invest through encouragement and participation in this loyal, kind, warm and friendly team, by providing inclusive support and also social recreation outside of working hours. There is a family feel to the teams within the practice and they work united to deliver holistic patient care.

Date posted

27 July 2024

Pay scheme

Other

Salary

£40,000 to £50,000 a year

Contract

Permanent

Working pattern

Full-time

Reference number

A2440-24-0000

Job locations

Rodways Corner

Wimborne

Dorset

BH21 1AP

Job description

Job responsibilities

Job Summary:

To take operational responsibility for leading and managing the administrative and reception teams, to ensure the smooth running of the practice, and that efficient and professional protocols are maintained. These teams currently are: Administrators/Receptionists (15), Personal Assistants (4/5), Prescribing Team (3/4), Secretaries (2/3).

To take responsibility for effecting changes in administrative clinical systems and have oversight of training requirements.

To be able to monitor and react to data relevant to the clinical running of the practice (for example appointment numbers, call handling and electronic consultations).

To provide a focal point of communication between patients, admin leads, doctors and other medical staff.

To act as a role model, demonstrating and promoting the standards expected by the practice and creating the energy and enthusiasm for the service.

To liaise with and assist the Practice Manager and Deputy as and when required.

Job responsibilities

The list of duties below is not exhaustive and may be subject to change as deemed necessary.

Management Tasks

To be accountable and responsible for the performance of admin frontline operations and teams including reception, PA, prescribing and secretarial staff.

To jointly ensure effective operational delivery of clinical services alongside other senior managers.

To ensure there is adherence to agreed clinical protocols and manage compliance of these

Proactively ensure there is adequate clinical cover and appointment capacity on any given day including future planning

To seek out and encourage opportunities for quality improvement, including being aware of latest NHS initiatives and how these can effect and benefit practice operations.

Work with all staff to implement strategic and operational changes with a positive can-do attitude

Ensure systems are in place to managed admin staff performance effectively, including providing constructive challenge to staff and holding regular 1:1s with relevant staff

To improve and maintain excellent communication within the practice team, ensuring admin staff (& clinicians) are regularly communicated with regarding systems, updates, performance etc,

To work effectively with wider management team including Finance, IT, Estates, HR, QOF, Nursing and GPs to support all aspects of the business

Oversee and manage effective appointment systems

To have a strategic overview of admin rotas to allow good staff cover

Monitor and assess admin performance against access and demand targets

Work with teams to ensure all tasks are completed on a daily basis to include, but not limited to, Visits/ Appointment management, issuing of Scripts, e-consults, workflow.

Act as a role model to reception & admin staff, supporting, motivating and promoting good staff relations.

Ensure all Practice policies, protocols and Standard Operating Procedures are understood and adhered to.

Ensure all staff are aware of relevant HR procedures and policies (such as sickness, capability, holiday, disciplinary, grievance etc) and have an understanding of health & safety and staff well-being.

In conjunction with the practice manager and lead GP for appraisals support reception & admin staff in achieving their development plans.

Set up and continually assess and evaluate systems, recommending changes and improvements to the practice manager as appropriate

Assess training needs within the reception and admin teams with a view to preparing individual Personal Development Plans for reception staff.

Monitor staff attendance, sickness absence, annual leave and daily rotas for both sites.

Ensure cover and contingency plans are in place for all leave, including unforeseen absence.

Undertake the return to work interviews for all absences, notifying management of any anomalies.

Be the first line of management to deal with disciplinary matters, speak to reception and admin staff when appropriate, and notify them of any action. Accurately document all incidents and outcomes, ensuring that the practice manager or deputy is kept informed.

Assist with the appropriate recruitment and selection procedure for reception and admin staff.

Provide and supervise induction training of all new staff to agreed standards and ongoing review

Undertake, in association with senior managers where relevant, three and six month reviews.

Assist with and minimise potential problems that may lead to complaints by dealing with them at point of source.

Coordinate and facilitate staff meetings on a weekly basis including minuting weekly meetings.

Ensure delegation of the following administrative tasks

Develop and maintain Reception Hand Book / working policies eg How to Guide.

Ensure that electronic and paper systems are marked when a doctor is on leave so that any correspondence is not left

Ensure that patient paper files are filed correctly and kept neat and tidy.

Monitor clinics and convert any unused appointments into routine appointments.

Co-ordinate room usage for Clinical and visiting staff

Registration procedure - ensure that procedure is kept up-to-date and understood by reception staff and that it is carried out effectively and efficiently.

Home Visits take overall responsibility for ensuring that home visit requests are allocated to a doctor after the agreed cut off period.

Oversee delegation of general housekeeping duties.

Oversee and delegate daily tasks e.g. chasing missing test results and notes, unusual queries, following through patient queries, registration difficulties, saying No nicely, etc.

Provide hands on support to all reception staff and carry out any of the duties of a Receptionist as detailed below:

Reception Desk: greeting of patients, dealing with their enquiries in a courteous and polite manner. Giving out previously prepared repeat prescriptions, making appointments and booking patients in for surgeries and clinics.

Telephone Duties: answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely. Contacting hospitals, Health Authorities and various other agencies for results, appointments, booking, referrals and patient information.

Making appointments: offering and arranging the appointments for doctors, helping to arrange clinics for nurses and midwives.

Information ensuring that messages are promptly passed to the relevant person.

Computer: to be able to call up patient details and make sure these details are correct. Add administrative notes to the patient records as and when required. Preparation of repeat prescriptions (if part of the prescription team). Input of statistical data required by the Practice and retrieval of data when required.

Helping: the doctors in the execution of their duty of care. Facilitating patient care, comfort and safety in the surgery. Be responsible for allotted tasks and their completion. Ensuring that the waiting and reception areas are kept tidy with regards to

Health & Safety of patients and colleagues.

General practice administration.

The post holder may also be required to carry out other duties

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their Carers, Practice staff and 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.