Operations Manager

Job description

Job responsibilities

Being responsible and accountable for the Practice reception/administration function including the development, improvement and implementation of admin processes, ensuring proficient use of the practice management software-System1.

Managing the Practice reception to enhance culture and motivation to increase productivity to ensure a high level of service for our patients is maintained.

Line-managing and supervising two Site Co-ordinators and, by extension, all Care Navigators.

Ensure training and development for reception colleagues is delivered consistently to ensure practice and self-development in line with practice needs.

Overseeing reception/back-office resource planning, recruitment, induction, training, development and retention of Care Navigators delegating where appropriate to Site Co-ordinators.

Carry out annual appraisals for staff who report directly to the Operations Manager to ensure that their team appraisals are undertaken annually, and play an active role in performance management, ensuring all probationary and annual review dates are diarised and fulfilled.

Support colleague and patient engagement principles, assisting in the resolution of both customer and third-party provider complaints.

Ensure accurate and up to date patient complaint and incident handling ensuring that all staff are fully aware of the process. Offering support to our clinical team when required.

Investigate all formal complaints, co-ordinating responses to patients within set deadlines.

Be the first point of contact for our PPG members, planning and co-ordinating PPG meetings, developing action plans, recruiting new members and ensuring meetings and minutes are published within timeframes.

Co-ordinate patient surveys, analysis and feedback.

Ensure clear and patient friendly messaging on surgery websites, telephones, SMS, surgery noticeboards and any social media platforms.

Support the service delivery of new contracts, initiatives and projects.

Ensure management information is provided on routine activities regularly for review / audit e.g. phone answering, DNAs, referrals etc.

Oversee the presentation of the practice ensure premises and grounds are welcoming, presentable & clean, and display materials are neat, clean and in date.

Constantly review security of the practice and ensure policies are followed at all times. Feedback to OMT.

Help ensure provisions are sourced economically and are suitable for the efficient running of the practice e.g. stationery, vaccines.

Ensure the practice works collaboratively with other local practices to redesign and deliver services for the benefit of patients and the practices involved.

This is not an exhaustive list.

Person Specification

Qualifications

Essential

• Good standard of education with excellent literacy and numeracy skills.
• Educated to GCSE grade C/4 or equivalent in English and Maths

Experience

Essential

• Minimum 3 years in a Senior Supervisory/Team manager role with People management responsibilities.
• Proven ability to manage and develop others.
• Excellent communication skills both written and verbal.
• Genuinely enjoy working in a fast-paced and pressured environment
• Expert ability to build great relations at all levels.
• An excellent team working ethos
• Proven ability to meet tight deadlines.
• Proven ability to delegate upwards and downwards.
• Ability to make decisions.
• Experience of project management and delivery.
• Calm, confident and happy to communicate at all levels.
• Discreet and diplomatic.
• Excellent practical IT skills including use of Microsoft Office software.

Desirable

• Experience of working in primary care

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

Clinicare Health Support Services Ltd

Address

Manor Park Surgery

Bellmount Close

Leeds

LS13 2UP

Employer's website

http://www.robinlanehealthandwellbeingcentre.com/ (Opens in a new tab)