Operations Lead

SUMMARY OF ROLE Provide leadership and management to enable the Practice to meet its agreed aims and objectives within a profitable, efficient, safe and effective working environment and maintaining a happy and committed team. Main areas of responsibility being premises, management of Reception/Admin staffing, staff training, and day to day running of the surgeries To provide cover in the event of the Business Managers absence. The duties listed below are not exhaustive and will be carried out in close liaison with the Business Manager. Organisational Manage the day to day running of key IT systems and procedures in line with practice policies Contribution to the investigation of patient complaints in line with the practice complaints policy and procedure Oversee the procurement of Practice equipment, supplies and services and implement effective maintenance contracts Manage an effective appointments systems with effective holiday/sickness cover Routinely monitor and assess Practice performance against patient access and demand management targets including assisting with achievement of quality targets via Edenbridge (Apex) and submission of PPA claims Contribute to the investigation of significant event reporting Convene meetings, prepare agendas and ensure distribution of minutes as necessary and lead meetings of the reception team To assist in general office duties and reception work as required due to absence or annual leave Staffing Day to day management of reception, administrative and secretarial staff to include: Production of staff rotas Conducting annual appraisals and performance reviews Managing annual leave and sickness absence in accordance with practice policies Provide reception/admin cover for unexpected absences Ensure staff have up to date mandatory training and other training relevant to their post Provide training and support to new staff Recruitment of new staff as required Ensure the smooth running of the surgeries through adequate staffing levels, in liaison with the Business Manager. Assist with the recruitment and retention of practice staff and provide a general personnel management service, ensuring that all staff are legally and gainfully employed and fulfilling the requirements of the Recruitment Checklist Maintain the reception/admin staff databases for training and annual/sickness absence Ensure all staff have job descriptions that are updated appropriately and promptly when changes are introduced Oversee the system of Smart cards for new and existing staff Ensure all staff have appropriate access to the EmisWeb system and other associated IT systems, with delegated permissions Premises Ensure that Practice premises are properly maintained and cleaned and that adequate fire prevention and security systems are in place with robust third-party contracts Maintain a register of functional IT equipment Be a first point of contact for upkeep of the buildings, supporting and balancing the needs of the occupiers and other external and internal influences. This will include facilities management, equipment, maintenance of common parts, security and overall operations, liaising with external contractors as required. Contribute to the Register of risks and supporting risk assessments Oversee standards of cleaning and hygiene throughout the building Assist with the operational management of the building including out of hours contact, security, access and weekend working Establishing a system of control for the booking of the meeting and/or clinical rooms and facilities to meet the needs of the occupiers Ensure equipment complies with appropriate legislation (e.g. Health and safety, portable appliance testing of own equipment etc). Co-ordinate remodelling and room moves as required Maintain an up-to-date protocol for alarms and to ensure that this protocol is followed. This should included matters such as back-up, equipment maintenance, safety, etc Information Management and Technology Motivate, support and monitor staff in the use of IT; organise, oversee and evaluate IT training Change telephone messages as required and back up recordings Maintain electronic records of attendance of training courses and for annual/ sickness absence using the Teamnet system Assist with the annual updating of the Data Security Toolkit Maintain an up to date practice website Update the appointment templates for the clinical teams as needed Produce posters as and when required for public information, liaising with designers & printers regarding changes to signage and marketing material Day to day management of IT systems liaising with GP IT department to ensure timely resolution of any issues Adhere to the Practice policies and procedures in relation to Information Governance Financial Maintaining and ordering supplies in line with practice budget Managing Petty Cash Ensure use of Practice resources are cost-effective Input invoices on Xero (accounting system) Service Development Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate Communication Communicate effectively with other team members Communicate effectively with patients and carers and other external organisations Use technology and other appropriate forms of communication such as email, AccuRx, website Recognize peoples needs for alternative methods of communication and respond accordingly Participate in Practice Team meetings External Relationships: Ensure efficient internal and external communication including being a point of contact for primary and secondary care organisations, solicitors, accountants and other bodies in the absence of the Business Manager Health & Safety Keep abreast of Health & Safety policies and procedures and all current legislation Use personal security systems within the workplace according to Practice guidelines Identify the risks involved in work activities and undertaking such activities in a way that manages those risks Make effective use of training to update knowledge and skills Use appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Report potential risks identified Equality and Diversity Act in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues Identify patterns of discrimination and take action to overcome this and promote diversity and equality of opportunity Support people who need assistance in exercising rights Monitor and evaluate adherence to local chaperoning policies Accept the rights if individuals to choose their care providers, participate in care and refuse care Assist patients from marginalised groups to access quality careQuality Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources Confidentiality 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 . In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

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