Operations Manager

Job responsibilities

The Operations Manager plays a vital role in supporting the Partners, Practice Team and other Senior Leaders and ensures the smooth functioning of all systems and procedures, to maintain the highest standards of patient care.

Operations

Oversee the day-to-day operations of the Practice, ensuring staff achieve their primary responsibilities

Ensure the Practice and Team are operating within organisational policies and procedures

Manage the Patient Participation Group

Act as the primary point of contact for NHSE, ICB, community services, suppliers and other external stakeholders

Organise and Lead Practice Meetings, ensuring accurate minutes are taken and circulated

Coordinating the Practices diary, ensuring meetings are scheduled appropriately

Implement a robust system for rota management for the Practice to ensure there is adequate cover at all times

Source and manage locum use when required

Act as the On-call manager for Extended Access Hours

Ensure all systems/processes are documented for contingency reasons

Leadership

Functional management of all clinical and administrative team members

Direct line management of Non-Clinical team members

Human Resources

Lead on recruitment of all team members

Ensure all Appraisals are conducted

With the support of a HR Manager, ensure the practice is compliant with all HR management matters

Managing team performance related matters as required in line with the relevant policy

Proactively work to reduce turnover and sickness

Manage Holidays to support a robust rota and team cover in the Practice

Training & Development

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

Oversee Mandatory Training Compliance

Finance & Practice Performance

With the support of the Finance Manager, ensure the Practice is working within agreed budgets

Ensuring Payroll is administered according to the agreed Process

Aim to keep overtime use to a minimum instead ensure the practice staffed according to agreed budgets

Manage the NHS Pension contributions for the team

Managing PAYE

Work within the procurement policy to manage suppliers and services

Ensure the team achieves QOF, PCN, NHSE and any other agreed targets

Coordinate and lead on relevant organisation reports

Continuous Improvement

Lead on change and continuous improvement initiatives

Coordinate projects as required, within the Practice

Adopt a strategic approach to the management of all patient services

Identify improvement opportunities and present these to the Senior Leadership team

Information Technology

Manage the Practice IT system, delegating to staff to act as administrators as appropriate

Actively encourage and promote the use of patient online services

Ensure compliance with IT security and Information Governance

Manage the content of the Practice Website

Health & Safety

Oversee the management of the premises, including maintenance and cleaning

Manage the performance of the relevant contracts for Cleaning and Health & Safety compliance

Ensure relevant Risk Assessments are in place and regularly reviewed

Ensure any Health & Safety actions are completed in a timely manner

Ensure the Business Continuity Plan is up to date

Ensure all Fire Safety Regulations are implemented

Complaint Management

Oversee all complaints in line with the organisation policy

Maintain NHS choices website

Governance & Compliance

Work with Senior Leaders and the Governance Lead on all related matters

Ensure the Practice Accurately records and investigates all Significant Events

Ensuring the organisation maintains compliance with its NHS contractual obligations

Lead on CQC compliance

This list is not exhaustive and all team members should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the organisation.

Key Relationships

Internal:

Members of the Senior Management team

Members of the Partnership Board

Colleagues within The Bourne Partnership

Practice Team

External:

Suppliers of services

Other GP practices and practice groups

Other external organisations

Key Performance Indicators KPIs

KPIS will be agreed annually with your Line Manager. These will be agreed according to business need.

Key functions that are the minimum indicators to ensure that the role is being fulfilled:

QOF performance

Financial Performance Indicators

HR Management Indicators

CQC compliance

This list is not exhaustive but a guide. KPIs will be set annually and reviewed regularly with your Line Manager depending on business need and person specific requirements.

The following statement forms part of all job descriptions

Confidentiality / Data Protection / Freedom of Information

Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person, those staff will be liable to disciplinary action up to and including dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act -FOI 2005, post holders must apply the Trusts FOI procedure if they receive a written request for information.

Information Governance

All staff must comply with information governance requirements. These includes statutory responsibilities (such as compliance with the Data Protection Act), following national guidance (such as the NHS Confidentiality Code of Practice) and compliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed and forwarded in a secure and appropriate manner

Equal Opportunities

Post holders must at all times fulfil their responsibilities with regard to The Bourne Partnerships Equal Opportunities Policy and equality laws.

Health and Safety

All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that The Bourne Partnerships health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.

Infection Control

All post holders have a personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required to reduce HCAIs. All post holders must comply with the Partnerships Infection Control Policies, including those that apply to their duties, such as Hand Decontamination Policy and Personal Protective Equipment Policy. Risk Management All post holders have a responsibility to report risks such as clinical and non-clinical accidents or incidents promptly. They are expected to be familiar with The Bourne Partnerships use of risk assessments to predict and control risk, as well as the incident reporting system for learning from mistakes and near misses in order to improve services. Post holders must also attend training identified by their manager, or stated to be mandatory.

Flexible Working

As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern and multiple sites so that we can offer services in the evenings or at weekends.

Safeguarding children and vulnerable adults

Post holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.

Sustainability

It is the responsibility of all staff to minimise the environmental impact by recycling wherever possible, switching off lights, computers monitors and equipment when not in use, minimising water usage and reporting faults promptly.

Smoking Policy

The Bourne Partnership is committed to providing a healthy and safe environment for staff, patients and visitors. Staff are therefore not permitted to smoke on organisational property.

Qualifications

Essential

• Good standard of education with excellent literacy and numeracy skills

Desirable

• Educated to degree level in healthcare or business
• Good standard of education with excellent literacy and numeracy skills
• Leadership and/or management qualification

Experience

Essential

• Experience of working with the general public
• Experience of working in a healthcare setting
• Experience of managing large multidisciplinary teams
• Experience of performance management including appraisal writing, staff development and disciplinary procedures
• Experience of successfully developing and implementing projects
• Experience of workforce planning, forecasting and development

Desirable

• NHS/primary care general practice experience
• Relevant health and safety experience
• Experience of managing accounting procedures including budget and cash flow forecasting

skills

Essential

• Skills Ability to exploit and negotiate opportunities to enhance service delivery
• Excellent communication skills (written, oral and presenting)
• Strong IT skills
• 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
• 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

Desirable

• EMIS/SystmOne/Vision user skills

other requirements

Essential

• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check
• Maintain confidentiality at all times
• Full UK driving licence