Business Operational Manager

Job description

Job responsibilities

The following are the core responsibilities of the Business 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 Business Operations Manager is responsible for:

a. Overseeing the day-to-day operations of the organisation, ensuring staff achieve their primary responsibilities

b. Functional management of all clinical and administrative staff

c. Direct line management of the following staff: Deputy Practice Manager, Finance Manager, Reception Manager, Reception and Administrative staff, all employed clinical staff via their representative Clinical Team Leaders

d. Facilities management ensure building functions safely and sustainably

e. Working within the framework of Primary Care Networks

f. Facilitates and oversee practice involvement in research activities, ensuring ethical compliance

g. Support organisational governance through regular meetings with practice teams and production and oversight of practice risk register

h. Overseeing the recruitment and retention of staff; and develop, implement and embed effective succession planning

i. Establishing, reviewing and regularly updating job descriptions and person specifications, ensuring all staff are legally and gainfully employed. Oversight and assuring compliance with staff appraisal and mandatory training

j. Promoting the practice using patient feedback and Google reviews to prioritise patient satisfaction and grow the patient list year on year

k. Upholding systems for the resolution of disciplinary and grievance issues, and working with external HR Provider to resolve disciplinary and grievance concerns

l. Maintaining an effective overview of and ensuring compliance with HR legislation, in partnership with external HR Provider

m. Ensuring all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively

n. Seeking to maximise income and reduce expenditure in conjunction with the Managing Partners and GP Partners, with a particular focus on QOF, locally commissioned services and research opportunities

o. Demonstrate good working knowledge of Primary Care IT systems to support appointment planning, clinical quality and safety procedures

p. Working with Managing Partners and Finance Manager to ensure effective liaison with the accountant, assist with the preparation of organisation accounts, and ensuring year-end figures are presented when requested.

q. Working with management team, patient group representatives and community partners to effectively engage with our patients and community

r. Managing and optimising how the practice interfaces with our patients to ensure that it is responsive to our population and meets the needs and requirements of our community

s. Working with Managing Partners to provide regular briefing for GP Partners on all financial matters, including forecasting

t. Ensuring the organisation has appropriate insurance cover (currently Fins responsibility)

u. Developing, implementing and embedding an efficient business resilience plan

v. Managing contracts for services where appropriate

w. Managing the procurement of organisation equipment, supplies and services in an efficient and cost-effective manner

x. Coordinating the reviewing and updating of all organisation policies and procedures

y. Leading change and continuous improvement initiatives, coordinating all projects within the organisation in collaboration with GP Partners

z. Working with Managing Partners and GP Partners to ensure the compilation of organisation reports and the practice development plan (PDP)

aa. Ensuring the team attain QOF, Nationally Commissioned Service and Locally Commissioned Service targets (supported by the Clinical Team Leads, Deputy Practice Manager and Care Coordinator team)

bb. Working with Managing Partners to set strategic objectives against all elements of patient care, in alignment with local and national quality frameworks and requirements

cc. Work with Reception Manager to develop and implement an effective communication strategy and celebrate our diverse patient population

dd. Ensuring the organisation maintains compliance with its NHS contractual obligations

ee. Actively encouraging and promoting the use of patient online services

ff. Publishing communications for internal and external use such as an organisation newsletter on a quarterly basis

gg. Maintaining the organisation and NHS choices websites

hh. Liaising at external meetings as required

ii. Marketing the practice appropriately

jj. With input from GP Partners, oversight of all complaints in line with current legislation and guidance

kk. The management of the premises, including health and safety aspects such as risk assessments and mandatory training

ll. Managing the organisation IT system, delegating staff to act as administrators

mm. Ensuring compliance with IT security and IG

nn. Coordinating the organisation diary, ensuring meetings are scheduled appropriately

Secondary responsibilities

In addition to the primary responsibilities, the Business Operations Manager may be requested to:

a. Support and/or deputise for the Partners at internal and external meetings

b. Act as the primary point of contact for NHS(E), ICB, community services, suppliers and other external stakeholders

c. Participate in audit as requested by the GP Partners

Person Specification

Qualifications

Essential

• Good standard of education with excellent literacy and numeracy skills

Experience

Essential

• Experience of working with the general public
• Experience of managing multidisciplinary teams
• Experience of performance management including appraisal writing, staff development and disciplinary procedures
• Experience of successfully developing and implementing projects and change management
• Experience of workforce planning, forecasting and development
• Relevant health and safety experience
• 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
• Effective time management (planning and organising)
• Ability to network and build relationships
• Proven problem solving and analytical skills
• Ability to develop, implement and embed policy and procedure
• Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
• Excellent interpersonal skills
• Flexible and cooperative
• Polite and confident
• 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
• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check
• Maintain confidentiality at all times
• Full UK driving license

Desirable

• Educated to degree level in literacy or numeracy
• Leadership and/or management qualification
• AMSPAR qualification
• Experience as Senior Manager in healthcare setting
• Experience of managing General Practice at scale
• Experience of working with national regulatory or representative bodies to promote organisational development in General Practice
• Experience of delivering success against CQC requirements
• Experience of managing accounting procedures including budget and cash flow forecasting
• EMIS/Docman/AccuRx/Teamnet user skills

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

Chorlton Family Practice

Address

1 Nicolas Road

Chorlton

Manchester

Greater Manchester

M21 9NJ

Employer's website

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