Operations Manager

Job responsibilities

The following are the core responsibilities of the operational manager. This job description does not represent an exhaustive list of duties and may be amended in light of practice and service changes and developments. 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 Operational Manager is responsible for:

• Compliance.
• Technical infrastructure e.g. IT and telephone systems.
• Ensuring the practice meets its clinical targets.
• Management of back office and support staff and systems.
• Management of specific projects e.g. flu and covid vaccination program.
• Policies and Protocols.
• Confidentiality/Information Governance.
• Ad hoc non-clinical issues, processes, and responses.
• GENERAL
• The post-holder will need to become familiar with all functions of the Practice clinical system and applications, plus national and local quality standards for primary care/general practice.
• To undertake regular delegated tasks and special projects as delegated by the Practice Business Manager.
• As necessary, to attend any meetings as requested or on behalf of the Practice and undertake follow up action.
• Assist the Practice Business Manager in compiling and updating policies and procedures in all areas of the Practice.
• Ensure effective delegation where appropriate.

• Contribute to Practice strategy, formulate objectives and research and develop ideas for future Practice development and Confederation working.
• Assist the Practice Business Manager in the writing of business plans, where appropriate undertaking any research required.
• The range of work undertaken in providing management support will vary in detail in the light of changing demands and priorities within the Practice.
• Support the Practice and Practice Business Manager in maintaining its CQC Good rating whilst striving towards Outstanding.
• Liaise with the team in monitoring of the Quality and Outcomes Framework to ensure all targets are being met.
• ORGANISATIONAL
• Carry out audits and reports as required.
• Review processes and guidelines as required.
• Maintain registration policies and monitor patient turnover and capitation in collaboration with the reception team leaders.
• With the Practice Business Manager, oversee and manage effective appointment planning.
• Manage patient surveys.
• Provide first point of contact for patient advice and queries.
• INFORMATION MANAGEMENT AND TECHNOLOGY
• Be the first point of contact for IT issues within the practice. Work with systems suppliers and the Practice Business Manager to solve any problems. Advanced user (super user) of the Practice clinical system to enable intricate data analysis. Become proficient on the practice TeamNet (intranet) including ensuring staff are using it correctly and the content is reviewed regularly. Keep abreast of the latest developments in primary care IT and where appropriate inform the practice team. In conjunction with the Practice Business Manager, ensure that the Practice has effective IT data security. Organise, oversee, and evaluate IT training.
• CONFIDENTIALITY
• In the performance of the duties outlined in this job description, the post holder will have access to confidential information relating to patients and their carers, Practice staff or 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.
• Communication
• The post holder should recognise the importance of effective communication within the team and will strive to:
• Communicate effectively with other team members, external agencies and organisations, with patients and carers and the Patient Participation Group (PPG) as and when appropriate. Recognise peoples needs for alternative methods of communication and respond accordingly. Respond appropriately to any Freedom of Information requests.
• Equality & Diversity
• The post holder will support the equality, diversity and rights of patients, carers and colleagues, and will:
• Act in a way that recognises the importance of people's 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.
• Behave in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities, and rights.

Person Specification

Qualifications

Essential

• Essential criteria
• Experience working with the general public in a health care setting.
• Experience of workforce planning, forecasting and development
• Excellent IT skills
• EMIS/ System one / Vision user
• Experience in managing large multidisciplinary teams

Desirable

• Desirable criteria
• Experience of chairing meeting, producing agendas and minutes
• Flexibility to work outside core hours
• Full UK driving licence

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

Ivy Grove Surgery

Address

Steeple Drive

Ripley

Derbyshire

DE5 3TH

Employer's website

https://ivygrove.org.uk/home.html?ref=ivy.gs (Opens in a new tab)