Job description

Job responsibilities

Key Responsibilities

Operational Leadership

• Lead the day-to-day operational management of the Practice, ensuring services are delivered safely, efficiently and effectively.
• Translate strategic objectives into operational plans and ensure successful implementation across all teams.
• Monitor operational performance and implement service improvements where required.
• Ensure operational resilience and continuity of service delivery.

Workforce Management and Human Resources

• Lead the recruitment, onboarding and induction process for all staff.
• Manage staff performance, attendance and employee relations.
• Coordinate staff performance management and disciplinaries.
• Coordinate annual appraisals, objective setting and personal development planning.
• Support managers and team leaders with people management issues.
• Ensure workforce resources are effectively deployed to meet service demand.

Operational Service Delivery

• Oversee reception and administration teams.
• Coordinate clinical rotas, staffing and leave.
• Monitor appointment capacity, patient demand and access arrangements.
• Ensure operational processes support safe and effective patient care.
• Identify workflow improvements and implement operational efficiencies.
• Manage day-to-day service issues, escalating significant risks as appropriate.
• Coordinate the practice clinical meetings.

Training and Staff Development

• Coordinate training programmes to ensure compliance with mandatory and role-specific requirements.
• Manage student placements and oversee administrative aspects of the placements.
• Support succession planning and career development opportunities.
• Ensure all staff are adequately trained in operational systems and processes.

Patient Experience and Complaints

• Lead the management of complaints, concerns and patient feedback and disseminate to other Managers, Team Leads and Clinical staff as appropriate.
• Monitor trends and identify opportunities for service improvement.
• Ensure learning from complaints and incidents is shared and implemented.

Premises and Operational Compliance

• Manage day-to-day premises issues
• Ensure Health & Safety procedures are implemented and adhered to by staff.
• Support operational implementation of Infection Prevention & Control requirements.
• Coordinate emergency preparedness and local business continuity arrangements.

Quality Improvement

• Lead implementation of audits, action plans and quality improvement initiatives.
• Coordinate and monitor service improvement projects.
• Support the collection and reporting of operational performance indicators.

Shared Responsibilities

The Business Manager and Operations Manager will work collaboratively as the Practice Management Team with the Business Manager responsible for the what and why (strategy, finance, governance) and the Operational Manager responsibility for the how and when(service delivery, staff operations, implementation) and share responsibility for:

• Workforce planning and succession planning.
• Recruitment and retention strategies.
• QOF management and delivery.
• Organisational culture and staff wellbeing.
• Service redesign and transformation projects.
• Business continuity planning.
• Significant event reviews and organisational learning.
• CQC preparation and inspection responses.
• Practice policy development and implementation.
• Quality improvement and patient experience initiatives.
• Overseeing the running of the practice Patient Participation Group (PPG) meetings which take place every quarter.

Person Specification

Qualifications

Essential

• Educated to GCSE level or equivalent
• Management qualification or equivalent experience

Desirable

• ILM, CMI or equivalent leadership qualification.

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Strong leadership and people management skills.
• SystmOne user skills
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously

Experience

Essential

• Significant senior management experience within healthcare.
• Experience managing teams and service delivery.
• Excellent organisational and problem-solving abilities.

Desirable

• Experience in General Practice management.

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

Merton Lodge Surgery

Address

Merton Lodge Surgery

33 West Street

Alford

Lincolnshire

LN13 9HT

United Kingdom

Employer's website

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