Job summary
gtd healthcare is one of the largest NHS commissioned Primary and Urgent Care providers in North West England.
An exciting opportunity has arisen for two Operations Managers, one to work within Primary Care in our GP Practice and the other in Urgent Care to join our Walk-In Service.
Both teams are well established, with experienced staff members who are supportive and motivated. We are situated above Boots on Market Street in Manchester City Centre, with excellent transport links.
As an Operations Manager, you will be an effective communicator with excellent organisational and motivational skills to drive and achieve the best from the team. You will be able to work without direct supervision, prioritise work and solve problems in a variety of situations, linking in with other team members and utilising the resources around you.
These roles are high-profile appointments, and we are looking for excellent candidates with appropriate experience and who can demonstrate they have successfully led teams in a previous role.
The successful candidates will have the appetite to work in an organisation that values and respects its employees and have the drive and enthusiasm to ensure you and your team complement the service we provide in delivering high quality patient care and improving patient outcomes.
Main duties of the job
City Health Centre
As a skilled and experienced Primary Care Operations Manager, you will lead the day-to-day management of the practice, whilst supporting the Practice Manager to deliver services, including the Quality and Outcomes Framework. You will ensure quality of service delivery is maintained and developed in line with annual quality improvement plans, as well as other local and national contractual requirements.
The practice has a registered patient list size of approximately 13,000, supported by an extensive team of GPs as well as other clinicians and is open between 08:00 and 18:30, Monday to Friday.
City Health Centre Walk-in Service
As a skilled and experienced Operations Manager, you will work closely with the Clinical Services Manager as well as offering day to day support to the shift lead in monitoring patient flow. You will ensure that the clinical team on duty have all they need to provide an expected high standard of patient care, ensuring resource allocation is proactively managed to achieve outcomes, whilst escalating barriers to achieving KPIs.
The service offers healthcare services for both registered and non-registered patients who are visiting, living or working in the area and patients can access the walk-in centre seven-days-a-week between 08:00 and 20:00.
For further details around the responsibilities and duties of the roles, please refer to the attached job descriptions.
About us
At gtd healthcare, we do things differently. Our not-for-profit ethos and commitment to innovation offers patients the best experience possible and a unique opportunity to transform services.
We are committed to developing and supporting our people to achieve their career aspirations while making a positive impact on patients and the wider community. Our values drive everything we do, with our people at the heart of delivering the best possible healthcare.
Benefits package
As an employee of gtd healthcare, you will be able to take advantage of our benefits package, including:
- working for a values-led organisation;
- Real living wage employer;
- supporter of the Greater Manchester Good Employment Charter;
- access to Stream, which provides flexible, on-demand access to stream your pay during the month;
- salary sacrifice car benefit scheme;
- 30 days annual leave, rising to 32 after five years of continuous service;
- flexible pension benefits, including NHS pension scheme;
- flexible working hours and policies;
- family friendly and carer policies;
- opportunities to apply for innovation and quality awards;
- access to gtd healthcare wellbeing initiatives;
- opportunity to become part of an employee owned organisation;
- gtd healthcare social and fun activities;
- cycle to work scheme;
- eyesight vouchers;
- NHS staff discounts, a free Blue Light Card and Health Service Discounts;
- access to an employee assistance programme.
Job description
Job responsibilities
General
- Be familiar with all the functions of the clinic system plus the national and local quality standards for primary care/ urgent care.
- Be aware of statutory, regulatory, and contractual requirements and assist with implementation as directed by the Clinical Services Manager/ Practice Manager.
- In conjunction with the Clinical Services Manager/ Practice Manager undertake specific duties in relation to fire safety, health and safety and risk management.
- Undertake regular delegated tasks and special projects as delegated by the Clinical Services Manager/ Practice Manager.
- Attend meetings as requested on behalf of the practice/ service and undertake any follow up action.
- Assist the Clinical Services Manager/ Practice Manager in compiling and updating policies and procedures.
- Support the practice/ service in maintaining its Good CQC rating and strive towards an outstanding rating.
- Support the shift lead in monitoring patient flow.
- Escalate barriers to achieving KPIs i.e. actively monitoring the triage waiting times, potential 2- and 4-hour breaches.
- Liaise with the shift Lead / Lead ACP to ensure resource allocation is proactively managed to achieve outcomes.
- Ensure staff on duty have all they need to provide the expected high standard of patient care and assisting with any tasks that will enable practitioners to concentrate on direct patient care (i.e. liaising with GP surgeries, outside agencies where appropriate etc).
- Work with the Clinical Services Manager/ Practice Manager, operational and wider team to ensure all elements of the above are supported.
Estates Management and Health and Safety
- Ensure the premises are properly maintained and cleaned along with the management team.
- Ensure adequate security and fire prevention systems are in place along with the management team.
- Implement health and safety and infection control policies and ensure that audits and inspections are undertaken in accordance with the procedures.
Financial Management
- Assist the Clinical Services Manager/ Practice Manager in implementing cost reduction and income generation activity.
- Support the Clinical Services Manager/Practice Manager to keep operating costs in line with budgeted costs.
Organisational
- Convene meetings, prepare agendas, and distribute minutes.
- Complete audits and reports.
- Monitor administration and reception processes.
- Review rotas and monitor staff annual leave.
- Be responsible for induction programmes.
- Be the point of contact for IT issues within the practice/ service.
- Review patient feedback to develop services.
- Manage the structure of the appointment book.
Leadership and management support for others
- One of our core values is to look after people. We understand that looking after our staff supports high quality patient care. We are looking for you to provide supportive leadership within the practice/ service.
- Leadership involves modelling the behaviours you expect to see, and we expect you to be a positive role model to your colleagues.
- As a leader within the practice/ service, we expect you to lead by example and strive for excellence and continuous improvement.
- We expect you to provide and refine operational processes to deliver excellent patient care and reduce the inefficiency burden to support your colleagues.
- Provide operational line management to selected members of the practice/ service team.
Communication
- Develop positive and effective working relationships with other gtd healthcare departments to facilitate the accurate and timely communication of information concerning clinical governance, risk management, quality assurance.
- Promote positive and effective working relationships with stakeholders to support an integrated approach to high quality patient care.
Delivering a Quality Service
- Put patients first and commit towards giving great quality care.
- Participate in the maintenance of quality governance systems and processes across the organisation and its activities.
- In partnership with other clinical teams, collaborate on improving the quality of health care responding to local and national policies and initiatives as appropriate.
Performance and Systems Management
- Support the development of effective methods of monitoring and quality assuring the performance of the operations function.
- Share systems knowledge and understanding within the business to enhance the quality of services delivered.
Leadership Personal and People Development
- Actively promote the workplace and other remote sites as a learning environment, encouraging everyone to learn from each other and from external good practice.
- Encourage reflective practice within the team demonstrating a positive and supportive approach.
- Develop a robust training programme and competency framework for non-clinical staff.
- Work proactively within the team to support and develop user and carer involvement in service delivery and service redesign to ensure the development of patient centred care.
Corporate Responsibility
- We contribute to the well-being of our local communities and look to seek opportunities and opportunities to bring benefits to the communities in which we work.
- Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working.
- Work with others to clearly define values, direction and policies impacting upon care delivery.
Other duties:
- Any other duties, as agreed with the line manager to meet the needs of the organisation. This may include travel to other sites within the organisation.
Job description
Job responsibilities
General
- Be familiar with all the functions of the clinic system plus the national and local quality standards for primary care/ urgent care.
- Be aware of statutory, regulatory, and contractual requirements and assist with implementation as directed by the Clinical Services Manager/ Practice Manager.
- In conjunction with the Clinical Services Manager/ Practice Manager undertake specific duties in relation to fire safety, health and safety and risk management.
- Undertake regular delegated tasks and special projects as delegated by the Clinical Services Manager/ Practice Manager.
- Attend meetings as requested on behalf of the practice/ service and undertake any follow up action.
- Assist the Clinical Services Manager/ Practice Manager in compiling and updating policies and procedures.
- Support the practice/ service in maintaining its Good CQC rating and strive towards an outstanding rating.
- Support the shift lead in monitoring patient flow.
- Escalate barriers to achieving KPIs i.e. actively monitoring the triage waiting times, potential 2- and 4-hour breaches.
- Liaise with the shift Lead / Lead ACP to ensure resource allocation is proactively managed to achieve outcomes.
- Ensure staff on duty have all they need to provide the expected high standard of patient care and assisting with any tasks that will enable practitioners to concentrate on direct patient care (i.e. liaising with GP surgeries, outside agencies where appropriate etc).
- Work with the Clinical Services Manager/ Practice Manager, operational and wider team to ensure all elements of the above are supported.
Estates Management and Health and Safety
- Ensure the premises are properly maintained and cleaned along with the management team.
- Ensure adequate security and fire prevention systems are in place along with the management team.
- Implement health and safety and infection control policies and ensure that audits and inspections are undertaken in accordance with the procedures.
Financial Management
- Assist the Clinical Services Manager/ Practice Manager in implementing cost reduction and income generation activity.
- Support the Clinical Services Manager/Practice Manager to keep operating costs in line with budgeted costs.
Organisational
- Convene meetings, prepare agendas, and distribute minutes.
- Complete audits and reports.
- Monitor administration and reception processes.
- Review rotas and monitor staff annual leave.
- Be responsible for induction programmes.
- Be the point of contact for IT issues within the practice/ service.
- Review patient feedback to develop services.
- Manage the structure of the appointment book.
Leadership and management support for others
- One of our core values is to look after people. We understand that looking after our staff supports high quality patient care. We are looking for you to provide supportive leadership within the practice/ service.
- Leadership involves modelling the behaviours you expect to see, and we expect you to be a positive role model to your colleagues.
- As a leader within the practice/ service, we expect you to lead by example and strive for excellence and continuous improvement.
- We expect you to provide and refine operational processes to deliver excellent patient care and reduce the inefficiency burden to support your colleagues.
- Provide operational line management to selected members of the practice/ service team.
Communication
- Develop positive and effective working relationships with other gtd healthcare departments to facilitate the accurate and timely communication of information concerning clinical governance, risk management, quality assurance.
- Promote positive and effective working relationships with stakeholders to support an integrated approach to high quality patient care.
Delivering a Quality Service
- Put patients first and commit towards giving great quality care.
- Participate in the maintenance of quality governance systems and processes across the organisation and its activities.
- In partnership with other clinical teams, collaborate on improving the quality of health care responding to local and national policies and initiatives as appropriate.
Performance and Systems Management
- Support the development of effective methods of monitoring and quality assuring the performance of the operations function.
- Share systems knowledge and understanding within the business to enhance the quality of services delivered.
Leadership Personal and People Development
- Actively promote the workplace and other remote sites as a learning environment, encouraging everyone to learn from each other and from external good practice.
- Encourage reflective practice within the team demonstrating a positive and supportive approach.
- Develop a robust training programme and competency framework for non-clinical staff.
- Work proactively within the team to support and develop user and carer involvement in service delivery and service redesign to ensure the development of patient centred care.
Corporate Responsibility
- We contribute to the well-being of our local communities and look to seek opportunities and opportunities to bring benefits to the communities in which we work.
- Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working.
- Work with others to clearly define values, direction and policies impacting upon care delivery.
Other duties:
- Any other duties, as agreed with the line manager to meet the needs of the organisation. This may include travel to other sites within the organisation.
Person Specification
Qualifications
Desirable
- Management qualification or working towards one, or a degree and relevant work experience.
Skills and Attributes
Essential
- Ability to collaborate with multi-disciplinary teams of staff both on site and remotely.
- Excellent communication, listening and people skills.
- Ability to evidence in writing, verbally and through listening skills, personal understanding, and use of English language.
- Professional approach.
- Initiative-taking, flexible and positive can-do attitude.
- Negotiation and conflict management skills.
- Ability to work proactively within a team.
- Change Management.
- Highly motivated and enthusiastic in role.
- Ability to work flexibly.
Experience
Essential
- Experience in operational management, including supervisory experience both remote and on site within a healthcare environment.
- Experience of performance management.
- Experience of implementing operational systems solutions.
- Strategic Resource Planning Knowledge.
- Experience of working and/or managing a remote workforce.
Desirable
- Experience of working in Primary Care/ Urgent Care.
Person Specification
Qualifications
Desirable
- Management qualification or working towards one, or a degree and relevant work experience.
Skills and Attributes
Essential
- Ability to collaborate with multi-disciplinary teams of staff both on site and remotely.
- Excellent communication, listening and people skills.
- Ability to evidence in writing, verbally and through listening skills, personal understanding, and use of English language.
- Professional approach.
- Initiative-taking, flexible and positive can-do attitude.
- Negotiation and conflict management skills.
- Ability to work proactively within a team.
- Change Management.
- Highly motivated and enthusiastic in role.
- Ability to work flexibly.
Experience
Essential
- Experience in operational management, including supervisory experience both remote and on site within a healthcare environment.
- Experience of performance management.
- Experience of implementing operational systems solutions.
- Strategic Resource Planning Knowledge.
- Experience of working and/or managing a remote workforce.
Desirable
- Experience of working in Primary Care/ Urgent 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.
