Job description

Job responsibilities

The following are the core responsibilities of the Operations Manager. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

• Managing the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
• Providing leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times
• Overseeing HR with the practice, sickness, holidays
• Overseeing the administrative elements of QOF, liaising with GPs, nursing staff and administrators
• Implementing systems to ensure compliance with CQC regulations and standards
• Evaluating, organising and overseeing the staff induction programme
• Implementing and embedding an effective staff appraisal process
• Implementing and embedding an effective practice and staff development plan for all staff (clinical and administrative) whilst maintaining a robust training record
• Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare
• Leading the management of the clinical system, ensuring IT security and IG compliance at all times and responding to and resolving all local IT issues
• Actively encouraging and promoting the use of patient online services
• Updating and acting as the focal point for the practice website and social media sites
• Guiding staff and developing searches and audits on the clinical system
• Reviewing and updating clinical templates ensuring they relate to current practice
• Marketing the practice appropriately to ensure patient population is stable or increasing
• Managing contracts for and highlighting issues with services i.e., cleaning, gardening, window cleaning etc.
• Guiding the team to reach QOF targets (supported by the nursing and administrative leads)
• Ensuring the staff implement the practice wide approach to the management of all patient services matters
• Managing DNAs, providing data and planning tools coupled with liaison with referred repeat offenders
• Implement the complaints process, ensuring complaints are dealt with in a timely manner and, where necessary, escalated to the next level
• Ensure all staff are aware of the management of the premises, including health and safety aspects and undertake risk assessments and mandatory training as required
• Monitor and disseminate information on safety alerts and other pertinent information
• Maintain the significant event database, providing advice to staff and briefing the team at meetings as required
• Review and update practice policies and procedures
• Undertake claim process for LES/ES inclusive
• Practice lead for CQRS

In addition to the primary responsibilities, the Operations Manager may be requested to:

• Support the management of the Patient Participation Group
• Support the overall practice clinical governance framework, submitting reports for OQF, enhanced services and other reporting requirements using CQRS/ Open Exeter etc.
• Brief clinicians on performance levels, advising actions to ensure high achievement across all QOF areas
• Identify trends and devise solutions to reduce risk and repeated occurrences of significant events
• Develop, implement and embed the practice audit programme (in conjunction with the lead nurse)
• Support the practice and management team with continuous improvement and change initiatives
• Acting as the lead for recruitment including pre-employment checks and DBS
• Reviewing and regularly updating job descriptions and person specifications ensuring all staff are legally and gainfully employed

Person Specification

Qualifications

Essential

• 1. Good standard of education with excellent literacy and numeracy skills (GCSE English/Maths C or above)
• 2. Leadership and/or management qualification

Desirable

• 1. Educated to A-level/equivalent or higher with relevant experience
• 2. AMSPAR qualification

Experience

Essential

• 1. NHS/ Primary Care general practice experience
• 2. Experience of working with the general public
• 3. Experience of working in a healthcare setting
• 4. Experience of performance management, including appraisal writing, staff development and disciplinary procedures

Desirable

• 1. Experience of managing multidisciplinary teams
• 2. Experience of successfully developing and implementing projects
• 3. Relevant health and safety experience

Skills

Essential

• 1. Excellent communication skills (written, oral and presenting)
• 2. Strong IT skills (generic)
• 3. Excellent leadership skills
• 4. Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
• 5. EMIS/SystmOne/Vision user skills
• 6. Effective time management (planning and organising)7.
• 7. Ability to network and build relationships
• 8. Ability to implement and embed policy and procedure
• 9. Ability to motivate and train staff

Desirable

• 1. Ability to recognise opportunities to enhance service delivery
• 2. Strategic thinker and negotiator
• 3. Proven problem solving and analytical skills

Personal Qualities

Essential

• 1. Polite and confident
• 2. Flexible and cooperative
• 3. Excellent interpersonal skills
• 4. Motivated and proactive
• 5. Ability to use initiative and judgement
• 6. Forward thinker with a solution focused approach
• 7. High levels of integrity and loyalty
• 8. Sensitive and empathetic in distressing situations
• 9. Ability to work under pressure
• 10. Confident, assertive and resilient
• 11. Ability to drive and deliver change effectively
• 12.Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
• Other requirements
• 1. Flexibility to work outside core office hours

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

Long Lane Medical Centre

Address

Long Lane

Aintree

Liverpool

L9 6DQ