Job responsibilities
1. JOB PURPOSE
The Operations Manager will
be responsible for working with the Business Manager and Integrated Reception Manager to provide
both leadership and management to enable Health Partners at Violet Melchett to
meet its patients needs across its three locations, overall business
objectives and contractual obligations within an effective, safe, and
supporting working environment.
In undertaking the role, the individual will be able to operate and
manage with a high degree of autonomy and therefore will need to demonstrate
the ability to make appropriate on-the-spot decisions decisively and to
communicate these decisions well to clinical and administrative staff.
2. REPORTING TO
The role reports to the Business Manager
and to a Lead partner
The role holder will have key working
relationships with staff and clinicians at Health Partners at VM, and with our
partner organisations providing integrated services at the Violet Melchett Health and Wellbeing Hub.
3. LOCATION
The role is located at the three sites
of Health Partners at Violet Melchett H&WB Hub in Chelsea SW3 at 30 Flood Walk and 1A Chelsea
Manor Street, and at Earls Court Health and Wellbeing Hub in Earls Court SW5 at
Hogarth Road.4. RESPONSIBILITIES OF THE ROLE
Governance and Risk Management
Ensuring safety for our
staff and patients
Be responsible for ensuring that all colleagues operate in a safe
manner meeting legal obligations.
Manage issues, and escalated complaints and examples of care
failing below the expected standard, ensuring they are reported, that HPVM reflects
and learns from any incidents, and that actions are undertaken appropriately.
Be responsible for administrative staff receiving an induction, appraisal and
regular updates regarding system or process changes.
Be responsible for staff undertaking all relevant required training.
Be responsible for on-going compliance with CQC, ensuring that all
protocols both operational and clinical are adhered too.
Patient Care
Ensuring that we care
and are effective
Manage the clinical rota, ensuring it meets all contractual and
access obligations.
Identify gaps in the rota and implement solutions with the
relevant individuals with the support of the Business Manager.
Work with and support the Integrated Reception Manager to ensure that
all the reception and administrative duties are covered effectively across our
sites.
Manage effectively both administrative and clinical stock across
our sites.
Co-ordinate all patient recalls for a number of campaigns, i.e.,
flu and chronic diseases
Implement effective workflow management systems and manage tasks of
staff to ensure that an effective service is provided across our sites.
Leadership and
Development
Ensuring
that we are well-led
Manage the administrative staff members
Work with the Integrated Reception Manager and hub partnership manager to support with
the interface with the providers across all three sites.
Provide pastoral care and support for the Practice.
The provision of a local support service to all staff, resolving
issues with IT systems and equipment
Provide training to all staff as required, ensuring the effective
use of all systems
Ensure staff adhere to practice policies regarding IT security and
ensuring conformance to information governance
Be responsible for producing and delivering to performance and
quality standards ensuring excellent patient care.
Identify plans for succession and areas of exposure or where colleagues
skills are not being utilized and
provide solutions to the Business Manager for approval.
Lead by example, being diligent in work undertaken, identifying
and proactively managing opportunities for improvements.
Identify and implement required training for staff and ensure it
is undertaken accordingly within allocated timeframes.
Participate in the annual performance review process and take
accountability for maintaining a record of own personal and/or professional
development and work towards the HPVMs objectives.
Work in a collaborative and supportive manner with all colleagues.
Participate and contribute to Practice Meetings, representing own
and the HPVMs interests.
Operational
Delivery
Ensuring we are responsive
Manage the provision of a local support service to staff,
resolving issues with IT systems and equipment.
Manage the effective maintenance of the organisations IT
infrastructure, including hardware, office systems, email, telephone, internet
and clinical systems, minimising downtime.
Be responsible for ensuring that all colleagues have access to and
are utilising appropriate systems.
Manage the administrative teams
workload ensuring online consultations, referrals, medical reports, registrations,
clinical notes and workflow are all processed in line with agreed time frames
and ensuring that the required resources are available and effectively managed
to meet daily demands for effective service
delivery.
Manage any unexpected situation to a satisfactory outcome, ensuring
a flexible and effective approach.
Support the team in the effective use of searches, audits and
recalls.
Support the team in the use of the clinical systems.
Configure searches and interpret data for audit purposes.
Supporting the Business Manager in the writing of all IT related
policies and protocols and user guides.
Ensure that the organisation website information is correct and
that the details are in accordance with the GP website benchmarking and improvement tool.
Engagement
Ensuring everyone is working
for the same outcomes
Co-ordinate and manage practice meetings with the support of the
lead partner, including PCN, ICB, local and management meetings, to ensure that
they are scheduled appropriately, are attended and supported well, and that the
agendum meet the strategic objectives of the Partnership.
Act in a way that recognises the importance of peoples rights,
maintaining HPVMs procedures and policies and current legislation.
Contribute to the effectiveness of the team by reflecting on own
and management team activities and making suggestions on ways to improve and
enhance the teams performance.
Communicate effectively with other staff.
Be responsible for ensuring we operate within the HPVMs policies,
procedures, guidance and standards.
Act as a liaison between the practice and external agencies, for
the timely management of all faults
Contribute to the development of the strategic objectives of the
HP@VM.
PERSONAL REQUIREMENTS
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Health experience is essential
and preferably knowledge of primary care
-
Experience in supervision or management of a team.
-
Experience of building searches and protocols using a primary care
clinical system
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Motivated and self-driven.
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Takes ownership and accountability.
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Willingness to learn and develop.
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Leads by example.
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Effective communicator.
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Approachable.
- Degree educated.
BEHAVIOURS
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Strategic thinker
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Analytical thinker.
-
Planning and organising
skills.
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Leadership and development
skills.
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Delivers innovation.
-
Understands customers.
-
Communicates effectively.
