Job responsibilities
Primary Responsibilities
The following are the core responsibilities of the practice operations manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The practice operations manager is responsible for:
a. Overseeing the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
b. Overseeing the administrative elements of QOF, liaising with GPs, Nursing staff and administrators
c. Ensuring compliance with CQC regulations and standards
d. Direct line management of the following staff: Reception Manager, Senior Administrator, Senior Receptionist, HCA and Practice Nurse
e. Evaluating, organising and overseeing the staff induction programme
f. Establishing, reviewing and regularly updating Job Descriptions and Person Specifications, ensuring all staff are legally and gainfully employed
g. Developing, implementing and embedding an effective staff appraisal process
h. Developing, implementing and embedding an effective practice and staff development plan, including mandatory training programmes
i. Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare
j. Maintaining an effective overview of HR legislation
K. Developing, implementing and embedding an efficient business resilience plan (BRP)
L. Coordinating the reviewing and updating of all practice policies and procedures
m. Leading change and continuous improvement initiatives; coordinating all projects within the practice
n. Coordinating and leading the compilation of practice reports and the practice development plan (PDP)
o. Managing the procurement of practice equipment, supplies and services
p. Adopting a strategic approach to the management of all patient services matters
q. Developing, implementing and embedding an effective communication strategy (internal and external)
r. Actively encouraging and promoting the use of patient online services
s. Liaising at external meetings as required
t. Leading the management of the Patient Participation Group
u. Ensuring all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively
v. Preparing agendas for, and chairing practice meetings
Secondary Responsibilities
In addition to the primary responsibilities, the practice operations manager may be requested to:
a. Deputise for the partners at internal and external meetings
b. Act as the primary point of contact for NHS(E), CCG, community services, suppliers and other external stakeholders
Experience
Essential - Degree holder in Management or equivalent
Essential - Experience of working with the general public
Experience of managing large multidisciplinary teams
Experience of managing large multidisciplinary teams
Experience of performance management, including appraisal writing, staff development and disciplinary procedures
Skills
Ability to exploit and negotiate opportunities to enhance service delivery
Excellent communication skills (written, oral and presenting)
Strong IT skills (generic), Excellent leadership skills
Strategic thinker and negotiator
Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
EMIS Web user skills - desirable
Effective time management (Planning & Organising)
Ability to network and build relationships
Personal Qualities
Polite and confident
Flexible and cooperative
Excellent interpersonal skills
Motivated and proactive
Ability to use initiative and judgement
Forward thinker with a solutions focused approach
High levels of integrity and loyalty
Sensitive and empathetic in distressing situations
Ability to work under pressure
Confident, assertive and resilient
Other requirements
Disclosure Barring Service (DBS) check
Maintains confidentiality at all times
Full UK driving licence
