Job responsibilities
Job Title Operations Lead
LocationLionwood Medical Practice
Reports toPractice Manager and Assistant Practice
Manager
Job PurposeTo oversee and manage the Administrative Team
at Lionwood Medical Practice , ensuring efficient and effective operations to
create a safe and effective General Practice for patients, staff and visitors.
Key Responsibilities
1.
Management
of Administrative Team
Lead, motivate, and manage the administrative
team to ensure high standards of patient care and patient satisfaction.
Ensure that day to day
operations within the team are completed to their highest possible standards
Conduct regular audits to assist
with performance reviews.
Address any performance issues
promptly and effectively.
Foster a positive and
collaborative team environment, promoting an environment for staff to learn and
develop.
2.
Return to
Work and Managing Sickness
Oversee the return-to-work
processes, ensuring employees are supported and company policies and procedures
are followed.
Maintain accurate sickness
records and monitor patterns of absenteeism.
Ensure HR processes are followed
with support from the Assistant Practice Manager.
3.
Training
and Auditing
Organise and deliver
comprehensive training sessions for new and existing reception staff, working
in conjunction with the practices training lead.
Ensure all team members are
up-to-date with the latest procedures and protocols, this includes updating
policies and protocols where necessary, inline with guidance.
Conduct regular audits to ensure
compliance with internal policies and external regulations, such as CQC and
ICB. Work in partnership with the data protection officer to ensure sensitive
and confidential data is used appropriately.
Provide feedback and implement
improvements based on audit findings, this includes leading the daily team
huddles, being part of the bi-weekly clinical meeting and practice development
meetings.
4.
Covering
Sick Leave
Arrange cover for team members
on sick leave to maintain service levels, working in partnership with the
practice management team and clinical lead.
Ensure that temporary staff are
adequately trained and briefed on their duties.
5.
Appointments,
Ledgers, and Rotas
Manage appointment scheduling,
ensuring efficient use of resources and minimal missed appointments.
Maintain accurate and up-to-date
ledgers for all appointments, in line with local and national contractual
obligations and service level agreements SLA
Prepare and manage staff rotas,
ensuring adequate coverage during all operating hours.
Work to reduce the Did Not Attend
rates within the practice t, to ensure appointment optimisation.
6.
Telephones
and Tasks
Oversee the handling of
telephone all calls made to and from the practice, ensuring prompt and
courteous responses.
Ensure that all tasks assigned
to the reception team are completed efficiently and accurately.
Implement systems to track and
prioritise tasks.
7.
Registrations
and Deductions
Manage patient registrations,
ensuring all necessary documentation is recorded and completed accurately.
Process registrations and
deductions within a timely manner.
8.
Document
Processing
Ensure all documents, including
patient records and correspondence, are processed and filed correctly.
Maintain confidentiality and
comply with data protection regulations.
Work with the data processing
team to ensure processes are adhered to and that ample support is provided to
the team.
9.
Patient
Feedback
Gather and analyse patient
feedback to identify areas for improvement.
Implement changes based on
feedback to enhance patient experience.
Communicate feedback and
improvements to the team.
10.
Meeting
Attendance
Attend relevant meetings, such
as management and staff meetings, to represent the Administration team.
Provide updates on reception
activities and contribute to decision-making processes.
11.
Patient
Participation Group PPG
Liaise with the PPG to gather
patient insights and feedback.
Attend PPG meetings and provide
updates on administrative activities.
Implement changes based on PPG
feedback to improve patient services.
12.
Health and
Safety
Ensure compliance with health
and safety regulations.
Conduct regular risk assessments
and implement measures to mitigate risks.
Provide health and safety
training to the reception team where appropriate
13.
Maintenance
Oversee maintenance of the practice
and equipment, ensuring sufficient reporting mechanisms are in place.
Ensure that any maintenance
issues are addressed promptly.
Coordinate with external
contractors for repairs and maintenance as needed.
14.
CQC
Compliance
Ensure compliance with Care
Quality Commission CQC standards.
Prepare for and participate in
CQC inspections.
Implement any recommendations
from CQC inspections to improve service quality.
15.
Prescriptions
Oversee the processing and
management of prescriptions on a day to day basis.
Ensure that prescriptions are handled
accurately and efficiently, including raising any concerns to the clinical lead
and senior pharmacist.
Address any issues related to
prescription processing.
Qualifications and Skills
Proven experience in a similar
role within a healthcare setting.
Strong leadership and management
skills.
Excellent communication and
interpersonal skills.
Ability to handle multiple tasks
and prioritise effectively.
Knowledge of health and safety
regulations and CQC standards.
Proficiency in using relevant
software and SystmOne