Deputy Operations Manager

Job responsibilities

Job Role & Purpose

An exciting opportunity has arisen to join Aspiro Healthcare Derby as Deputy Operations Manager, with primary responsibility for supporting the Head of Operations, and will take ownership in ensuring the smooth running of the practice on a day to day basis.

You will be a dynamic individual who likes rising to challenges but able to think calmly and rationally under pressure with the ability to make reasoned decisions and escalate issues appropriately. You will demonstrate exceptional and sensitive customer service skills, have excellent verbal and written communication skills, and have experience of dealing with difficult or challenging situations or individuals. You will have considerable experience of working in a patient, public or customer-facing role.

The successful candidate will have experience in a fast-paced office environment, have good IT skills, experience in using clinical systems such as SystmOne, and will have demonstrable customer service skills.

This is a new role and therefore it is expected that this job description will be further defined as the role evolves.

Ensure all training, development and induction of all staff members are undertaken in line with practice policies and procedures.

To support the planning and implementation of clinical and non-clinical rotas in a timely manner, taking into account adequate cover for absence for members of the practice team.

To maintain an effective staff appraisal and monitoring system that complies with organisational HR policies.

Support the Head of Operations to assist with effective resolutions adhering to company policy.

Report to the Head of Operations about staffing levels to ensure that there are adequate resources to provide efficient and effective services for patients.

Be responsible for liaising with HR regarding approving and managing staff leave, taking account of staffing levels to ensure effective service provision is maintained.

Ensure appropriate staffing levels are maintained and manage the recruitment process for vacancies and new posts across the practice teams.

Work with teams to identify, co-ordinate and ensure operational processes are effective and efficient and meets the needs of the practice.

Daily review of IT systems including SystmOne to ensure optimal delivery of patient services.

Support the implementation of and maintain CQC compliance within the Practice.

Assist in the development, implementation and review of practice policies and procedures ensuring they remain up to date and comply with appropriate regulations governing the practice operations.

Communicate effectively with the Patient Liaison Manager to ensure that complaints are investigated and responded to in line with Practice Complaints Procedure and develop systems to prevent recurring issues.

Oversee and support the Patient Services Advisory team to ensure operating effectively and efficiently.

Co-ordinate the organisation of practice meetings to ensure effective outcomes.

Support the Operations Manager to ensure that the practice complies with NHS contractual obligations in relation to patient care.

Have an awareness of local and national guidelines.

Maintain registration policies and monitor patient turnover and capitation.

Liaise with patient groups as required.

To acknowledge all formal written complaints within specified timescales.

To be responsible for investigating, including approaching relevant individuals involved e.g. patients/employees to ensure a full investigation takes place on an impartial basis.

To be responsible for obtaining/gathering relevant information in order to investigate complaints.

To record all complaints/feedback onto relevant practice systems.

To be responsible for creating an action plan relevant to any complaint received to contribute to the overall improvement.

To assist with CQC visits in relation to the Practice complaints policy, procedure and reports.

To complete annual reports on Practice learning events.

To present themes and trends to the Senior Leadership Team.

To be responsible for contributing to policies and procedures along with supporting with updates to relevant protocols, namely the complaints, learning events and the zero-tolerance policy.

To investigate allegations of patient behaviour that may result in a zero-tolerance letters being issued.

To update policies and procedures including the complaints policy & procedure, learning event policy and zero tolerance policy.

To present data on complaints and learning events in Practice meetings when required.

To act with professionalism and ensuring that ethical conduct is adhered to at all times.

To assist with training for new staff.

To assist with the gathering of statistics and information when required.

To participate and co-operate with any research projects.

To work across effectively across all five surgeries.

It will be necessary to attend and contribute to various practice meetings as requested.

Excellent verbal and written communication skills.

Previous experience in administration.

The post holder must communicate effectively with patients, colleagues and team members.

Excellent attention to detail, and excellent organisation and time keeping skills.

Ability to prioritise and manage a varied workload.

The post holder must recognise peoples needs for alternative methods of communication and respond accordingly.

Ability to work and adapt to a fast-paced environment.

Good working knowledge of Microsoft Word, PowerPoint and Excel, outlook etc.

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. Post-holders must adhere to the following principles:

In the performance of the ...