Role: Operations Manager
Reports to: Practice Manager
Band: 7
Responsible to: Practice Manager and Partners
Main Duties
To manage the day-to-day running and wider operational activities of the practice across all sites.
To manage Practice staff and encourage and promote individual skill sets. Maximise the Practices potential income and improvement in patient care in line with QOF, enhanced services and other targets. Responsible for improving data quality and communication to patients for attendance for long-term condition reviews.
The successful candidate must have the ability to identify and implement change to data management systems to improve data quality and how it is recorded, facilitate training and provide management support within projects and to departments across the practices. Deal with all operational matters and contribute to the development of strategies to deal with strategic issues within the Practice.
A proactive and flexible team player who must be able to manage their own time, workload and work under their own initiative without supervision to meet the demands of the role.
PCN. CQC. To provide effective and efficient services within all departments.
Key Roles and responsibilities
- To manage the day-to-day running of the Practices
- To manage the Practice team – recruitment, retention, development and management alongside local manager/HR Manager within their department and to liaise with other departmental managers ensuring that performance review systems are effective and are well maintained.
- Lead and motivate the team and individuals to achieve targets and goals
- To oversee the health and safety of all staff and patients
- To be aware of national, local and Practice targets including QOF, Enhanced Services & IIF
- To take responsibility for ensuring reports are submitted accurately for above targets working collaboratively with both clinical and non-clinical teams to deliver effective and timely performance management of all income streams
- Analyse all income stream returns each month/quarter to ensure the practice has gained maximum income and all claims are accurate and submitted on time
- To work alongside other Practices within the PCN to develop services and ensure targets are met
- To undertake a process of continuous improvement within the Practice and to liaise with other practices to learn and share best practice
- To ensure appointments maintenance within the Practice is delivered efficiently
- To take a lead role in dealing with patient compliments, comments and complaints
- To work with the CCG and other external agencies to validate patient information and KPIs, performing regular checks and quality audits
- To ensure the Practice is CQC compliant at all times
- To be available to attend meetings on behalf of the Practice, some of which may take place in the evenings or on weekends.
- To attend and participate in regular Manager & Partner meetings and any other relevant internal meetings.
- To deliver training to internal staff on an adhoc basis or during group training sessions.
- To be responsible for ensuring that all Practice functions are run effectively supporting the clinical delivery of services to our patients in a cost-effective manner.
- To monitor risks and clinical governance processes
- To undertake any other reasonable tasks as required by the Practice Manager or Partners.
Key additional roles will include:
Finance
To play a key role within the Senior Management Team to support the Practice Manager and Executive Partners in delivering a cost-effective service. To work with the Practice Manager to ensure appropriate and safe financial systems are in place at all times.
To contribute specifically to the following issues:
- Profitability
- Savings and efficiency plans
- Annual staff budgets
- Staff individual performance review schemes
Premises
To support the Practice Manager in the delivery of appropriate accommodation for service delivery maintaining health and safety at all times. To ensure that any issues relating to premises are addressed and dealt with effectively.
To arrange maintenance/works in regards to the Premises and to be the main point of contact for External Contractors.
Information Technology
Responsible for setting up new users on all I.T platforms required for them to perform their duties (SystmOne, ICE, Teamnet etc).
Responsible for any day-to-day issues with the telephone system.
To be integral to the development and review of the use of Information Technology within both sites and to provide support and leadership to the team with regards to system integration and efficiencies.
Lead changes to improve efficiency, such as implementing new IT systems or optimizing clinical pathways.
Representation of the Practice
To liaise with outside agencies to represent Southgates & The Wootton’s Surgeries in a professional manner. To liaise with all the Partners to ensure the provision of a professional service to our patients and frontline clinical staff. To monitor all staff ensuring the highest possible standards are delivered at all times.
General
Any other specific managerial duties that are required by the Practice Manager and Executive Partner in the course of their appropriate duties.
Person Specification
Experience
Essential
- Experience of working with General Public
- Experience of Administrative duties
- Experience in managing staff
- Excellent communication skills (written and oral)
- Strong IT skills
- Effective time management
- Ability to work on their own and as part of a team
- Problem solving and analytical skills
- Customer Service experience
- Ability to maintain confidentiality
- Ability to prioritise workload
- Works well under pressure
- Uses own initiative
- Experience of premises management
- Experience of working in a healthcare setting
- Experience of working in General Practice
Desirable
- Working knowledge of SystmOne, CQRS, Open Exeter
- An understanding of Practice incomes
Qualifications
Essential
- Educated to GCSE level or equivalent, including Maths and English (min C or above)
- Evidence of continued professional development (relevant to this post)
Desirable
- Hold a relevant Management qualification
Degree level of Education
Job Type: Full-time
Pay: £22.97-£24.70 per hour
Benefits:
- Company pension
- Cycle to work scheme
- Flexitime
- Free flu jabs
- Free parking
- Life insurance
- On-site parking
- Sick pay
- Store discount
Ability to commute/relocate:
- King's Lynn PE30 5QX: reliably commute or plan to relocate before starting work (preferred)
Education:
- GCSE or equivalent (required)
Work Location: In person
