Operational Support Lead

Job description

Job responsibilities

Service Management

Overall responsibility for staffing the B&HF service rotas and for managing rotas fairly and equitably for all interested parties

Forecasting service rota fill and adjusting shifts as required in line with contractual requirements and budgets set

Support the delivery of safe and high-quality B&HF services

Oversee and maintain an effective staff setup, induction and training programme for all staff added to the rota, with support from the administrative team

Arranging the training and site inductions for all new B&HF service staff, with support from the administrative team

Responsibility for ensuring all new staff added to the rota are compliant to statutory requirements and that the service holds the necessary documentation and appropriate indemnity, as per CQC guidelines

Be responsible for the safety, accessibility and equality of working environments through site visits and risk assessments

Maintain the services Operational Policy, staff SOPs, Service inductions and shared drive and make additions where required in line with service developments

Team Management

Line manage a team of administrators

Plan admin team rota and allocate workload

Monitor performance, complete regular 1-1s and annual appraisals

Chair weekly Operational team meeting, identifying and leading on topics for discussion

Maintain productive relationships encouraging the giving and receiving of regular feedback to create and maintain a supportive culture of improvement

Ensure that staff adhere to the relevant policies, procedures, and protocols.

Ensure that all relevant employment legislation is followed and maintain an awareness of changes in employment legislation

To be able to be flexible with working hours including weekends and evenings, to cover administration team duties when necessary

Operational Leadership and Performance

Ensure timely and accurate provision of performance information/weekly reporting/key performance indicators and completion of metrics in line with reporting requirements and timescales

Support the Operational Services Lead and Business Development Lead to create B&HF Board Reports, Quarterly Governance updates for GP practices and Internal and external reports

Undertake crosschecks across the B&HF services to ensure patient safety and service quality is being maintained as per the relevant service protocols

Responsibility for monitoring patient feedback and identifying areas for potential quality improvement for discussion at Operational meetings

Identify any issues compromising quality of projects and operational work streams, escalating to Operational Services Lead when required

To support the Operational Services lead to:

To manage non-clinical aspects of B&HF service delivery and to ensure services operate effectively

Deliver B&HF services, ensuring that all staff understand how to access timely support and advice and resolve issues quickly

Stakeholder Engagement

Manage communications across the extended team ensuring everyone is kept abreast of developments and changes

Managing casual/ self-employed staff enquiries regarding B&HF shifts

Responsibility for liaising with practice managers to ensure the EA Service has access to all facilities, equipment, consumables, and dressings/vaccines to ensure smooth running of the service

Promote B&HFs services to ensure optimum local uptake

to raise any issues relating to facilities, equipment and consumables in a timely manner

Support the development of appropriate communications and feedback between B&HF services, PCNs and practices

Work with GP practices and other providers to work within risk management and health and safety policies and procedures

Engage with patients, internal and external stakeholders

Engage with service users to understand peoples experience and to measure levels of satisfaction with services.

Project Support

Co-ordinate attend and/or facilitate meetings, and transcribe any minutes and notes as required

To carry out any other appropriate duties as determined by the Operational Services Lead and Business Development Lead

IM&T

Support with Information Governance within B&HF, liaising with host Practice Managers to develop and implement the appropriate policies and procedures for EA and other services

Develop an understanding of the IM&T supporting B&HF services and work with the IM&T leads to identify opportunities for improvement

Motivate, support and monitor staff in the use of IT; organise, oversee and evaluate IT training

Ensure compliance with Data Protection legislation.

Governance

Responsible for incident, complaint and compliment logging for B&HF services, escalating to the Operational Services Lead where appropriate

Responsible for updating and monitoring the Service Risks and Issues Register, escalating to the Operational Services Lead where appropriate

Support the Operational Services Lead to provide relevant information/ updates/ monthly reports/ annual reports to internal and external groups as required (ICB, B&HF Board, etc)

Support the senior leadership team to ensure that clinical and organisational policies and procedures are developed, maintained and implemented in relation to: clinical risk management, clinical incidents, complaints and compliments, consent, information governance, workforce competencies

Arranging, coordinating and minute taking key governance meetings; ensure that responsible managers provide reports to support these meetings. You will be expected to travel across Brighton and Hove

Develop with the Clinical Lead the serviced clinical case audits and prescribing audits

Develop with the Clinical Lead and Operational Services Lead an annual audit cycle for the service

Reception Practice Support

Cover the reception desk when required during service delivery hours and present a professional and courteous image to all service users, visitors and staff

Welcome visitors and provide all possible assistance, including arrangements for access requirements, ensuring that the appropriate staff member is informed of their arrival

Communicate courteously and politely when dealing with enquiries

Use of computer and paper-based systems to perform administrative functions to support service provision in accordance with agreed standard processes and procedures, and within agreed timeframes.

Ensuring the accuracy and quality of data recorded

Personal Performance Management

Effectively manage own time, workload and resources

Undertake any other duties required, as appropriate to the role

Responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Responsibility for maintaining a record of own personal and/or professional development

Person Specification

Skills

Essential

• Excellent communication skills (written, oral and presenting)
• Strong IT skills (Microsoft Office)
• Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
• Effective time management (planning & organising)
• Ability to network and build relationships
• Proven problem-solving & analytical skills
• Ability to motivate and train staff

Desirable

• EMIS / SystmOne user skills

Qualifications

Essential

• Educated to degree level in management or leadership (or relevant experience)

Desirable

• Evidence of continuing professional development to a post graduate level
• Project Management qualification

Experience

Essential

• Previous managerial experience in a complex organisation preferably within the NHS
• A proven record of success in change management, while maintaining high standards of quality
• Experience of staff performance management, including appraisal writing, staff development and disciplinary procedures
• Experience and evidence of delivering high standards of service performance, improvement and development
• Experience of successfully developing and implementing projects
• Experience of workforce planning, forecasting and development

Desirable

• Experience of working in a healthcare setting
• NHS / primary care general practice experience
• Experience of working effectively in collaboration with other organisations
• Experience of chairing meetings, producing agendas and minutes

Personal Qualities

Essential

• 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
• Ability to drive and deliver change effectively
• Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions

Other Requirements

Essential

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

Desirable

• Full UK driving licence

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

Brighton and Hove Federation

Address

The Knoll Business Centre

Old Shoreham Road

Brighton

East Sussex

BN3 7GS

Employer's website

https://www.brightonandhovefed.co.uk/ (Opens in a new tab)