Operations Manager - Langley Medical Practice

Job responsibilities

Primary 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.

The Operations Manager is responsible for:

• Providing leadership and guidance to all staff, and take direct day to day leadership of the administrative and reception team, ensuring that they adhere to policy and procedure at all times
• Overseeing the administrative elements of QOF, national and local contracts, liaising with GPs, nursing staff and administrators including PCN staff to reach targets
• Developing and running searches and audits on the clinical system for the purposes of improving clinical care, capturing clinical and performance data to support the PM with finance reporting.
• Implementing systems to ensure compliance with CQC regulations and standards
• Reviewing and regularly updating job descriptions and person specifications ensuring all staff are legally and gainfully employed
• Assist with recruitment including pre-employment checks and DBS
• Evaluating, organising and overseeing the staff induction programme
• Supporting the practice manager Implementing and embedding an effective staff appraisal process which will include staff development plans for all staff (clinical and administrative) whilst maintaining a robust training record
• Supporting the leadership team in the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare
• Setting up the appointments diary (EMIS) working with the practice manager and partners for template guidance.
• Adding locums to clinical systems
• Ensuring IT security and IG compliance at all times and responding to and resolving all local IT issues utilising the available telephone online helpdesks
• Running searches in EMIS, to ensure correct coding used by the practice and alert the practice manager of issues
• Attend IT courses relating to all database programmes the practice uses to become a super user and trainer such as QOF and PrimaryCare IT
• Reviewing and update referral templates in EMIS as required champion and train the team on any other referral template programmes
• Actively encouraging and promoting the use of patient online services
• Updating and acting as the focal point for the practice website (and if future social media sites required)
• Marketing the practice appropriately to ensure patient population is stable or increasing
• Reporting issues with building services i.e., cleaning, gardening, window cleaning etc.
• 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 offender
• Deputise for the PM

Secondary Responsibilities

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

• Lead the management of the Patient Participation Group
• Take minutes for practice meetings
• 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
• Support the overall practice clinical governance framework, submitting reports for QOF, 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
• Maintain the significant event database, providing advice to staff and briefing the team at meetings as required
• Identify trends and devise solutions to reduce risk and repeated occurrences of significant events
• Support the practice manager in the reviewing and updating of practice policies and procedures
• Support the practice and management team with continuous improvement and change initiatives

Person Specification

Qualifications

Essential

• Good standard of literacy

Desirable

• Leadership or management qualification
• AMSPAR

Knowledge and Skills

Essential

• Excellent communication skills (written, oral and presenting
• Strong IT skills
• Ability to prioritise, delegate and work to tight deadlines in a fast paced environment
• EMIS, SystmOne or Vision user skills
• Effective time management (planning and organising)
• Ability to network and build relationships

Desirable

• Ability to implement and embed policy and procedure
• Ability to motivate and train staff

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Excellent interpersonal skills
• Motivated and proactive
• Ability to use initiative and judgement
• Forward thinker with a solution focused approach
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Confident, assertive and resilient
• Ability to drive and deliver change effectively
• Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
...