Operations Lead

Job description

Job responsibilities

Job description- after 6 months of in house training the operations lead is to take over the finance management

Team Leadership ;

Staff cover when needed. Ideal Candidate should be flexible to cover gaps in the Rota when needed.

Lead, motivate, and manage the reception teams at both sites to ensure high standards of performance and patient care.

Oversee mandatory training, and development of staff to maintain a skilled workforce across both locations.

Communicate effectively with the Practice Manager who manages the rota for the admin and clinical team.

Address staff concerns, facilitate conflict resolution, and promote a positive workplace culture.

Manage unplanned absences, ensuring all are recorded, including conducting return-to-work reviews for reception staff.

Address staffing issues, including conflicts, performance issues, poor service, and clinical safety concerns and report them to the practice manager.

Organise regular staff meetings and document actions agreed upon.

Operational Duties:

Clinical and Reception/Admin Rota Management.

Oversee rota/cover coordination. Ensuring that all work is scheduled according to the practice guidance

Communication:

Act as the primary point of contact between the reception/admin team and clinical staff, facilitating clear and consistent communication regarding schedules and operational protocols.

Keep the reception staff informed of any changes in practice protocols, training opportunities, or other relevant updates.

Administrative Support:

In charge of running searches and reports.

Manage stock control (clinical and non-clinical), including ordering office supplies, drugs, consumables, and medical equipment.

Implement administrative systems around prescribing to support prescribers.

Oversee the management of the pathology system, including sample storage and collection, and monitor the ICE system.

Handle incoming administration tasks, including post, scanning, summarising and coding, registrations, de-registrations, and support for eRS and reporting.

Manage routine administration systems, such as call/recall systems (e.g., Flu, diabetes, NHS Health Checks).

Help Practice Manager with interviews and oversee the induction program for new staff joiners.

Manage NHSE declarations related to workforce, extended hours, and whole practice via PCSE.

Monitor active administrative tasks, including managing the tasks pool on Emis and handling information requests.

Oversee clinical room allocation and reception management, ensuring efficient call handling, private patient transactions, chaperone facilitation, translator services, and patient information management.

Governance and compliance:

Ensure that all mandatory compliance measures are met, including:

Staff mandatory training and development.

Staff immunisation and health requirements.

Conducting internal and external audits.

Regularly updating policies and procedures in line with CQC standards.

Monitor and manage risks within the practice, implementing necessary actions to mitigate them.

Conduct regular audits and quality assurance reviews to uphold practice standards.

Maintain accurate records and documentation for governance and reporting purposes.

Manage complaints, including dealing with day-to-day patient complaints, responding to written complaints, and monitoring NHS Choices comments.

Conduct health and safety assessments, including risk assessments for infection control and slips and trips.

Capture Significant Event Analyses (SEAs) for review and discussion with the team.

Manage safeguarding administrative processes, including information requests.

Organise and ensure at least three annual Patient Participation Group (PPG) meetings, including minuting and actioning outcomes.

Patient Demand Management:

Analyse patient demand trends to optimise appointment scheduling and resource allocation and keep the PM up to date.

Develop strategies to improve patient access and reduce waiting times at the main operations and secondary branch.

Engage with patients to gather feedback and improve service delivery.

Collaborate with clinical teams to manage care pathways and enhance patient outcomes.

Help PM with premises management and equipment.

Familiarise with Business Continuity Plan (BCP) policies, including call trees and arranging on-site inspections.

Manage security protocols, including opening and closing procedures, key fob management, and locked drugs/fridges.

Coordinate minor premises repairs using approved suppliers/contractors.

Monitor equipment to ensure it is fit for use, including IT PCs, telephone systems (Surgery Connect), printers, and payment terminals.

Oversee cleaning quality and raise issues with suppliers as necessary.

Ensure proper waste management, including correct bin usage for storage and collections.

HR:

Organise staff inductions, arrange paperwork, logins, and smartcards for new team members.

Organise return-to-work meetings.

Participate in recruitment and training processes.

Assist in staff appraisals as required.

Allocate workloads between reception and admin staff, arranging cover for sickness and annual leave.

Call/Recall Programmes:

Support the practice in recall programmes such as:

QOF (Quality and Outcomes Framework)

Local Improvement Schemes

Direct Enhanced Services

Cervical cytology recall

Childhood immunisation

NHS Health Checks

Safeguarding

IT and Systems Support:

Act as Local Administrator/RA, providing support, training and arranging logins for IT systems including Emis, Docman, Accurx, Surgery Connect, ICE, tQuest and others.

Liaise with the IT Service Desk to resolve hardware and software issues.

Provide support and training for staff in resolving simple issues with PCs, printers, and phone lines.

Train staff on Emis, Docman, Accurx, Surgery Connect, and Microsoft Office applications.

Other Duties;

Perform additional tasks required for the efficient operation of the practice

Undertake mandatory and not mandatory CPD trainings on Practice Index, or training as may be required to develop your skills and abilities

Attend refresher and update training for medical emergencies and CPR

Attend practice and MS Teams Meetings

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

**After 6 months in house training: Financial Reporting & Reconciliation

Take over the finances of the practice from the current Finance Manager

Prepare monthly, quarterly, and annual financial reports for partners.

Manage PCSE reconciliation monthly.

Reconcile accounts, ensuring accurate records.

Track income streams including NHS payments, private income, grants, and teaching income.

Monitor and analyse KPIs and present forecasts to partners.

Claims & Submissions

Submit accurate and timely claims for CQRS, PPA, DES, and Local Incentivised Services.

Submit enhanced service claims (e.g., immunisations).

Prepare and submit quarterly claims for services (Minor Surgery, IUCD, Wound Care, etc.).

Track rent/service charge claims and liaise with NHS Property Services.

Ensure all claims have the required documentation.

Expense Management

Oversee practice expenses and ensure proper documentation.

Approve and process payments to suppliers and service providers.

Ensure compliance with expense policies and manage petty cash.

Payroll & Pension Administration

Manage payroll for all staff and ensure HMRC compliance.

Set up new employees in payroll and manage records.

Submit pensions and comply with NHS Pension Scheme requirements.

Invoicing & Billing

Create and issue invoices when needed and maintain a record of claims.

Manage third-party billing and follow up on outstanding payments.

Audit & Compliance

Prepare financial records for audits.

Ensure compliance with NHS regulations and standards.

Implement internal controls to mitigate financial risks.

Review and improve financial processes for accuracy and efficiency.

Train admin staff on financial procedures as needed.

Strategic Financial Support

Support practice management in strategic planning and financial modelling.

Provide financial advice on savings and funding options.

Assist in preparing business cases for new initiatives.

Stakeholder Liaison

Serve as financial contact for PCSE, NHS England, accountants, and auditors.

Liaise with banks, suppliers, and service providers.

Person Specification

Experience

Essential

• minimum 3-5 years of experience in GP surgeries

Qualifications

Essential

• -GP surgery: 3-5 years experience in GP practice administration
• -Must have excellent knowledge on EMIS and DOCMAN
• -Must have leadership skills
• -Must have exceptional interpersonal skills

Desirable

• experience in management level

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

Cockfosters Medical Centre

Address

Doctors Surgery

Heddon Court Avenue

Barnet

Hertfordshire

EN4 9NB

Employer's website

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