Job summary
An exciting
opportunity for a motivated and enthusiastic Operations Assistant has arisen to
join our team at Briarwood Medical Centre.
Support day-to-day
operations and supervision of the practice team, ensuring all functions are
conducted in accordance with agreed procedures, protocols and timescales,
reporting to the Practice Manager as necessary.
The candidate will
need to have a friendly and approachable manner with the ability to deliver
high quality customer services in a pleasant and professional manner.
Main duties of the job
Provide leadership
and management skills to enable the Practice to meet its agreed aims and
objectives within a profitable, efficient, safe and effective working
environment. In addition to this, play an active part in ensuring the care
quality standards are obtained and in keeping with the current guidance in
preparation for a CQC inspection.
We are looking for an
individual who has excellent communication, organisational and IT skills who is
able to problem solve and support change management.
The ability to use ones
initiative is pivotal to the role, as is the ability to engage and communicate effectively
with the practice team.
Previous experience in general practice would be desirable.
About us
We believe that we offer
the chance to work in a forward-thinking general practice with a
friendly and supportive team, open culture and good opportunities for personal
development in the future.
Job description
Job responsibilities
Duties and Responsibilities of Post include but are not limited to:
- Act as a central source of information for all staff members
- Deal with day-to-day queries from all members of the healthcare team and patients
- Ensure communication systems are running smoothly, and reception staff and clinicians are kept fully informed of changes in procedures. Ensure that all changes in procedures are discussed with the necessary team (face to face or sent by email or task as evidence)
- Monitor and manage staff sickness records
- Deal with formal and informal complaints
- Be available to resolve urgent queries from any staff member ie IT issues, complaints etc
- Data management
- Be available to assist any member of the management team with any task in hand and offer support
- Workflow management
- Project management support
- Continually assess and evaluate systems and quality, recommending changes and improvements to the Practice Manager as appropriate
- Support and mentor staff, both as individuals
and as team members
- Ensure telephone
system is working correctly and report any issues if unable to resolve
- Computer data
entry/data allocation and collation; processing and recording information
in accordance with practice procedures
- Referral
management using electronic referral system (ERS)
- Participate in recruitment and retention and
provide a general personnel management service
- Take meeting minutes where needed. Also,
implement changes discussed in meetings immediately and effectively
- General reception/admin
duties to cover sickness or short staffing levels
- Monitor staff
performance
- Oversee staff rotas
in core hours and out of hours (enhanced access)
- New staff inductions
- Non-clinical / Clinical
/ Locum inductions
- Deal with annual
leave requests
- Support management
of trainees and medical students
- Monitoring all staff
E-learning / mandatory training
- Manage HR domains
in Clarity Teamnet
- Create and update
protocols and policies for the practice. Ensure all staff are aware of
updates and provide individual training if required
- Organise and
support COVID/Influenza clinics alongside the practice management team and
nursing team
- Participate and
support practice contract work such as QOF (Quality Outcome Framework), Quality
Contract & Network Contracts
- Support and
implement new software launches when required
- Review and manage Significant
Events
- Liaise with
management team concerning staffing and organisation of work
- Reporting all
necessary building maintenance and issues when required
- Support and engage
with the practice PPG (Patient Participation Group)
Job description
Job responsibilities
Duties and Responsibilities of Post include but are not limited to:
- Act as a central source of information for all staff members
- Deal with day-to-day queries from all members of the healthcare team and patients
- Ensure communication systems are running smoothly, and reception staff and clinicians are kept fully informed of changes in procedures. Ensure that all changes in procedures are discussed with the necessary team (face to face or sent by email or task as evidence)
- Monitor and manage staff sickness records
- Deal with formal and informal complaints
- Be available to resolve urgent queries from any staff member ie IT issues, complaints etc
- Data management
- Be available to assist any member of the management team with any task in hand and offer support
- Workflow management
- Project management support
- Continually assess and evaluate systems and quality, recommending changes and improvements to the Practice Manager as appropriate
- Support and mentor staff, both as individuals
and as team members
- Ensure telephone
system is working correctly and report any issues if unable to resolve
- Computer data
entry/data allocation and collation; processing and recording information
in accordance with practice procedures
- Referral
management using electronic referral system (ERS)
- Participate in recruitment and retention and
provide a general personnel management service
- Take meeting minutes where needed. Also,
implement changes discussed in meetings immediately and effectively
- General reception/admin
duties to cover sickness or short staffing levels
- Monitor staff
performance
- Oversee staff rotas
in core hours and out of hours (enhanced access)
- New staff inductions
- Non-clinical / Clinical
/ Locum inductions
- Deal with annual
leave requests
- Support management
of trainees and medical students
- Monitoring all staff
E-learning / mandatory training
- Manage HR domains
in Clarity Teamnet
- Create and update
protocols and policies for the practice. Ensure all staff are aware of
updates and provide individual training if required
- Organise and
support COVID/Influenza clinics alongside the practice management team and
nursing team
- Participate and
support practice contract work such as QOF (Quality Outcome Framework), Quality
Contract & Network Contracts
- Support and
implement new software launches when required
- Review and manage Significant
Events
- Liaise with
management team concerning staffing and organisation of work
- Reporting all
necessary building maintenance and issues when required
- Support and engage
with the practice PPG (Patient Participation Group)
Person Specification
Experience
Essential
- Experience of working in teams and able to promote a team spirit
- Experience of working with members of the public
- Experience or understanding of EMIS and other primary care software
- Excellent communication skills (Written and Oral)
- General office procedures
- Customer Care skills
- Working knowledge of medical terminology
- A detailed understanding of a General Practice Office environment
- Able to deal with difficult people
Desirable
- Experience of and success at communicating with and managing people
- Experience of managing non-clinical and clinical staff members
- Experience of working in a GP practice
Qualities
Essential
- Ability to comply with confidential arrangements
- Self-motivating and self-confident
- Adaptable and innovative
- Personable
- Trustworthy, honest, reliable, caring and empathetic
- Hard working and resourceful
- Ability to work under pressure
Qualifications
Essential
- Good sound basic education
- 3 GCSEs including Maths and English (Grade C or above)
Desirable
- Relevant management qualification
- Degree level in Business Management/Leadership
Other
Essential
- Non-smoking environment
- The ability & willingness to travel to meetings & courses
- Flexible attitude to working hours and able to cover staff sickness at short notice
Desirable
- Understanding of current Health and Social Care priorities
Skills
Essential
- Proficiency in Microsoft Office packages, including Excel, Outlook and Word.
- Excellent people management skills
- Ability to listen and empathise
- Delegation and empowerment of staff
- Good time management
- A solutions focused approach
- Be comfortable in driving teams to meet objectives and deadlines
Desirable
- Experience of and success at communicating with and managing people
- Experience of managing non-clinical and clinical staff members
- Project management
- Change management
- Able to manage change and cope with pressure from a variety of stakeholders
- Proven problem solving & analytical skills
Mental & Emotional Effort
Essential
- Concentration required daily, e.g. ability to deal with occasional exposure to distressing circumstances or emotional events
- Ability to cope with occasional exposure to aggressive behaviour
- Ability to work with competing priorities
- Ability to deal tactfully and empathetically with distressed or anxious patients and carers
Person Specification
Experience
Essential
- Experience of working in teams and able to promote a team spirit
- Experience of working with members of the public
- Experience or understanding of EMIS and other primary care software
- Excellent communication skills (Written and Oral)
- General office procedures
- Customer Care skills
- Working knowledge of medical terminology
- A detailed understanding of a General Practice Office environment
- Able to deal with difficult people
Desirable
- Experience of and success at communicating with and managing people
- Experience of managing non-clinical and clinical staff members
- Experience of working in a GP practice
Qualities
Essential
- Ability to comply with confidential arrangements
- Self-motivating and self-confident
- Adaptable and innovative
- Personable
- Trustworthy, honest, reliable, caring and empathetic
- Hard working and resourceful
- Ability to work under pressure
Qualifications
Essential
- Good sound basic education
- 3 GCSEs including Maths and English (Grade C or above)
Desirable
- Relevant management qualification
- Degree level in Business Management/Leadership
Other
Essential
- Non-smoking environment
- The ability & willingness to travel to meetings & courses
- Flexible attitude to working hours and able to cover staff sickness at short notice
Desirable
- Understanding of current Health and Social Care priorities
Skills
Essential
- Proficiency in Microsoft Office packages, including Excel, Outlook and Word.
- Excellent people management skills
- Ability to listen and empathise
- Delegation and empowerment of staff
- Good time management
- A solutions focused approach
- Be comfortable in driving teams to meet objectives and deadlines
Desirable
- Experience of and success at communicating with and managing people
- Experience of managing non-clinical and clinical staff members
- Project management
- Change management
- Able to manage change and cope with pressure from a variety of stakeholders
- Proven problem solving & analytical skills
Mental & Emotional Effort
Essential
- Concentration required daily, e.g. ability to deal with occasional exposure to distressing circumstances or emotional events
- Ability to cope with occasional exposure to aggressive behaviour
- Ability to work with competing priorities
- Ability to deal tactfully and empathetically with distressed or anxious patients and carers
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.
