Practice Operation Manager

Job description

Job responsibilities

Staffing and People Management

• Evaluate, organise and oversee staff induction and training and ensure that all staff are adequately trained to fulfil their role
• Support management team in planning and co-ordinating the recruitment, induction and training of new staff.
• Prepare/assist in the preparation of weekly/monthly shift planning for Practice Staff, arranging cover (including locum cover) when necessary.
• Identify training and development needs for Practice staff.
• Ensure that all staff are legally and gainfully employed. Monitor skill-mix and deployment of staff
• Maintain up-to-date HR documentation (including job descriptions, employment contracts and employment policies)
• To monitor staff annual leave, sickness and absence and mitigate any impact to practice staffing rotas.
• Ensure all Practice staff are aware of the need for confidentiality, both of patient and Practice information.

Monitoring Practice Performance and Targets

• To read and be aware of all the primary Care KPIs and relevant targets and contractual obligations, including;
• Enhanced Services
• Locally Commissioned Services
• QOF (Quality Outcomes Framework)
• GP Contract
• Medicines Management and additional Services.
• To be updated with specifications on an annual and ad hoc basis of all requirements.
• Monitor and evaluate performance of the Practice team against objectives; identify and manage change
• To plan and implement processes to achieve targets with GPs, Partners and Practice Manager
• Support and work with Partners, GPs, Nurses and administrative staff to achieve targets.

Strategic Management and Planning

• Keep abreast of current affairs and identify potential threats and opportunities
• Contribute to Practice strategy; formulate objectives and research and develop ideas for future Practice development
• Work with Partners and Practice Manager in planning and setting strategic targets
• To undertake required tasks to meet the agreed aims and be wholly responsible for them
• Develop and maintain effective communication both within the Practice and with relevant outside agencies
• Assess, evaluate and assist in development and expansion plans

Financial Management

• Understand and report on the financial implications of contract and legislation changes
• Assist with the management of the Practice accounts
• Assist with the management and reconciliation of the bank accounts
• Monitor and reconcile income and expenditure
• Manage and monitor PAYE for Practice staff and maintain appropriate records
• Manage contributions to the Practice pension scheme(s) and maintain appropriate records
• Manage appropriate systems for handling and recording of cash and cheques and petty cash

Organisational

• Convene meetings, prepare agendas, write minutes and ensure distribution of minutes/actions as necessary
• Assist in the development of Practice protocols and procedures, review and update as required
• Ensure that Practice premises are properly maintained and cleaned and that adequate fire prevention and security systems are in place
• Ensure the procurement of Practice equipment, supplies and services within target budgets
• Ensure that equipment servicing schedules are adhered to

Patient Services

• Ensure that the Practice complies with NHS contractual obligations in relation to patient care
• Maintain registration policies and monitor patient turnover and capitation
• Oversee and/or develop repeat prescribing systems
• Oversee and/or develop and manage an effective appointments systems
• Oversee and/or organise surgery timetables, duty rotas and holiday cover
• Routinely monitor and assess Practice performance against patient access and demand management targets
• Assist in the development and implementation of an effective complaints management system
• Assist in working with the patient group
• Manage patient surveys as directed by the management team

Information Management and Technology

• Evaluate and plan Practice IT implementation and modernisation
• Keep abreast of the latest development in primary care IT including DoH initiatives such EPRs and disease coding, and regularly update the Practice management team
• Motivate, support and monitor staff in the use of IT; organise, oversee and evaluate IT training
• Set targets and monitoring standards for data entry and data collection
• Ensure that the Practice has effective IT data security, back-up, maintenance and disaster recovery plans in place
• Liaise with the CCG regarding systems procurement, IT funding and national IT development programmes.
• Maintain the Practices website.

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

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
• Develop/Review Health & Safety policies and procedures and keep abreast of current legislation
• Arrange appropriate insurance cover
• Ensure that the Practice has adequate disaster recovery procedures in place
• Arrange appropriate maintenance for Practice equipment

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.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality:

The post-holder will strive to maintain quality within the Practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

EQUITY AND DIVERSITY

The post holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

o 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

o Respecting the privacy, dignity, needs and beliefs or patients, carers and colleagues

o Behaving in a manner which is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings priorities and rights

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize peoples needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services:

• Apply Practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

This job description is not exhaustive and is indicative of the role of The Deputy Practice Manager. There may be other duties that you will be expected to undertake in line with the responsibility of this position.

Person Specification

Qualifications

Essential

• Educated to ILM level 3 or 5 or equivalent level of experience
• Evidence of Continual Professional Development

Experience

Essential

• Supervisory/managerial experience
• Proven team leadership skills
• Able to respond and deal with complex issues both verbally and written
• Ability to work to deadlines with proven time management skills
• Administrative, secretarial or clerical experience
• Proven ability/Experience of performance management to achieve targets
• Evidence of customer care skills
• Training skills and experience analysing and interpreting complex and/or sensitive information which might be conflicting
• Experience of recruitment and retention
• Advanced IT skills to include moderate to advanced use of Excel experience of working in a general practice health setting

Desirable

• Knowledge or experience of current
• NHS/LA targets/commissioned services
• Significant NHS experience Excellent communication & interpersonal skills within multidisciplinary team
• Specialist knowledge of NHS IT systems

Personal characteristics

Essential

• Ability to work autonomously and make decisions
• Excellent communication skills that can be used across the organisation and at all levels.
• Evidence of excellent organisational skills
• Self-motivated
• Reliable, flexible & adaptable
• Ability to use initiative
• Creative & innovative
• Ability to stay calm and focused

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

Alma Medical Centre

Address

68 Alma Road

Portswood

Southampton

Hampshire

SO14 6UX

Employer's website

https://www.almamedcen.nhs.uk/ (Opens in a new tab)