Practice Operations Manager

Job description

Job responsibilities

Practice Operations Manager

Reporting to: Practice Business Manager/GP Partners

Responsible for: Administrative, nursing, medical, PCN team members/Direct reports Team Leaders

Hours: 30-35 hours/week

Salary: £33,241 to £36,174 Full Time Equivalent (37.5 hours). Pro Rata -Dependent on skills and experience.

Leave allowance: 27 to 30 days + 8 Public Holidays (Full Time Equivalent). Pro Rata Dependent on experience

Experience: General Practice Experience Essential/Highly Desirable. Operational and Senior Customer/Client Service Experience Highly Desirable

Primary Areas of Responsibilities:

Operational:

• Managing and supervising the performance of non-clinical staff (Reception/Secretarial/Administrative) and associated functions.
• Rota management to ensure adequate staffing and co-ordination of staff to room space availability
• Liaise with clinical leads and administrative staff to ensure seamless practice functioning
• Deputise core duties for the practice business manager covering leave periods.

Patient Services:

• Oversee patient access, appointment and triage systems, workflow and general administration.
• Handle patient queries, feedback and complaints, providing prompt and courteous responses.
• Ensure patient records are accurately maintained and comply with confidentiality regulations (Data Protection Act and GDPR).
• Support initiatives to improve patient experience and satisfaction.

Compliance & Governance:

• Assist in ensuring the practice complies with CQC (Care Quality Commission) standards, NHS regulations, and other legal requirements.
• Help manage practice policies and procedures, ensuring these are kept up-to-date and adhered to by staff.
• Support interval premise and fire safety checks and audits
• Monitor health and safety standards within the practice.
• Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed
• Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised
• Demonstrate due regard for safeguarding and promoting the welfare of children and vulnerable adults.

IT & Systems:

• Oversee the effective use of the practices IT systems, including patient management software like EMIS, DocMan, ICE, AccuRx, EConsult and digital telephony systems.
• Help troubleshoot IT issues and liaise with technical support when necessary.
• Assist in implementing new technologies and systems that improve practice efficiency.

Human Resources:

• Ensure staff recruitment, induction, and training of staff and students.
• Management of staff performance, mandatory training, appraisals, and development plans.
• Maintaining staff HR records in line with practice policy and CQC regulations.
• Oversee staff leave/absence records, ensuring adequate cover at all times.

Communication:

• Act as a point of contact for staff.
• Ensure effective communication between practice staff, patients, and external stakeholders.
• Attend and contribute to practice meetings and staff briefings.

Development & Quality Improvement:

• Support the Practice Business Manager in identifying and implementing process improvements.
• Help with audits and quality improvement projects aimed at enhancing practice efficiency and patient care.

Equality 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 recognizes 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 of patients, carers and colleagues

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

Person Specification

Qualifications

Essential

• .

Desirable

• .

Experience

Essential

• General Practice/Primary care experience

Desirable

• Leadership and Team management Experience
• Compliance and Regulations Experience
• Compliments and Complaints Handling Experience
• Senior Customer/Patient services Experience

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

Sheet Street Surgery

Address

Sheet Street Surgery

21 Sheet Street

Windsor

Berkshire

SL4 1BZ

Employer's website

https://sheetstreetsurgery.co.uk (Opens in a new tab)