OPERATIONS MANAGER inLondon inLondon PUBLISHED WED 30 OCT 2024

Introduction

The Practice is going through a period of transformation and development and this is a new role as part of the change. The successful candidate is expected to embrace and embed the Practice ethos, mission, and vision with regards to Caring.

Specifically, the role of the Operations Manager is to provide reception, administrative, operational and management support to the Leads for Reception & Administrative Services, as well as the wider reception and admin team. As Operations Manager, you will also oversee the day-to-day management of the 2 practice sites supported by the Practice Leads.You will oversee the response to a wide range of questions and enquiries, seeing them through to a satisfactory response. You will have excellent communication skills and the ability to manage a varied and busy workload.You will ensure all practice staff are compliant with agreed procedures, protocols and time-scales, reporting to thePartners and or Head of Practice Strategy as appropriate.

Role and Responsibilities

Patient Demand Management

Analyse patient demand across both sites.

Develop strategies to improve patient access and reduce waiting times.

Premises management and equipment

Manage opening and closing procedure, and drugs and fridges with Nurses.

Coordinate minor premises repairs.

Oversee cleaning contract as necessary.

General

Be able to amend and add sessions to EMIS.

With the HR Manager be prepared to on board new staff.

Provide support to all team members.

Attend training courses and meetings as required.

Practice Policies

Assist theHR Manager with preparing practice policies and ensure teams receive refresher training.

Practice Team

Manage the operational requirements of the Practice relating to the reception and admin team.

Organise staff appraisals, probation meetings, andabsence management.

Assist with interviews and recruitment.

Be involved in the training and mentoring of new staff, and students.

To be involved in the administration of annual leave.

Training and Development

Lead contact with HR Manager for E-learning Support.Record and set up staff training to ensure mandatory training is completed.

Meetings

Create agendas, take minutes and document meetings where appropriate. Organise internal meetings, and note attendees and non-attendees.

Governance Activities

Assist with the Practices compliance in Information Governance, CQC, securityand health and safety.

About us

2.0 Role and Responsibilities

Patient Demand Management:

• Analyse patient demand trends to optimise appointment scheduling and resource allocation across both sites Apex supported by Patient Services and Complaints Lead.
• Develop strategies to improve patient access and reduce waiting times at both sites.
• Engage with patients to gather feedback and improve service delivery at both locations.
• Collaborate with clinical teams to manage care pathways and enhance patient outcomes.

Premises management and equipment

• Familiarise with Leads the Practice Business Continuity Plan and related policies in order to activate in an emergency.
• Arrange on-site inspections.
• Manage security protocols, including opening and closing procedures, key fob management, and locked drugs and fridges with Leads.
• Coordinate minor premises repairs using approved suppliers and contractors with Leads.
• Monitor equipment to ensure it is fit for use, including IT PCs, telephone systems Surgery Connect, printers, and payment terminals with Leads.
• Oversee cleaning quality and raise issues with suppliers as necessary with Leads.
• Ensure proper waste management, including correct bin usage for storage and collection with Leads.

General

Previous General Practice Experience

Clear thinking and have an analytical approach

Able to lead, direct and work as part of a team, to promote a good team spirit

Able to be sensitive and assertive as appropriate

Experience in a customer service position

• Be motivated and able to work independently

You must have a knowledge of the GP clinical system EMIS and GP appointment book, to be able to amend and add sessions as needed and be willing to learn new areas of EMIS

With the HR Manager be prepared to on board new staff

Must be willing to work as a flexible member of the team to ensure the smooth running of the practice, providing support to other team members when necessary

Lead the patient facing team with a positive attitude and a friendly and helpful service delivery

Promoting and modelling the highest standards of customer care for all patients

Lead the Practice administrative team with a positive attitude whilst ensuring that all aspects of admin services are carried out to a thorough and professional standard

Provide support to all team members to assist them in their role

Attend training courses and meetings as and when required

Undertake any other tasks commensurate with the role

Practice Policies

Assist the Human Resources Manager and Leads with preparing new practice policies and protocols where appropriate and ensure teams receive refresher training when required

Support the HR Manager in maintaining the Employee Handbook and staff related policies

Ensure all Practice Protocols are understood and adhered to within the reception and administration team

Practice Team

Manage the daily operational requirements of practice services relating to the reception and administration team in discussion with the Partners and or Head of Practice Strategy

Lead on organising staff appraisals, and probation review meetings

Supervise in its totality absence management including return to work meetings with all staff in discussion with the Leads and HR Manager

Assist with interviews and recruitment

Be involved in the training and mentoring of new staff, in some instances including students

Be responsible for updating all practice staff and PCN staff where applicable, with practice changes and general feedback or information relevant to the role

To be involved in the administration of annual leave for new joiners, leavers, and annual leave entitlements and requests with the Leads and HR Manager.

Training and Development

Lead contact with HR Manager for E-learning Support.

Record, maintain and set up staff training to ensure all mandatory training is completed with Leads.

Arrange external training as required and maintain a note of training records on E-learning platform with Leads and HR Manager.

Support staff through on the job training, e-learning and instructor led training with Leads.

Monitor attendance of mandatory training events with Leads.

Meetings

Create agendas, take minutes and document meetings where appropriate.

Organise internal meetings, and note attendees and non-attendees where appropriate with Leads.

Governance Activities

Where necessary provide information to the Governance and Contracts Manager in order to assist with the Practices compliance in Information Governance

Where necessary provide information and contribute in assisting the Practice to remain CQC compliant

Support the Governance Manager to ensure job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.

With the Governance Manager as Lead, and with the support of the wider Management Team and Leads, implement and jointly lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice Health and Safety policy, the practice Health and Safety manual, and the practice Infection Control policy and published procedures.

Support the Partners with any ad-hoc duties

Quality

The post-holder will strive to maintain quality within the Practice, and will:

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.

Support the Practice in all CQC matters.

3.0 Additional Information relevant to the role

The role of Operations Manager is varied in nature and priorities can change from day to day. Therefore, the job holder must be flexible in terms of hours at extremely short notice and willing to take on new roles and activities at a moments notice.

As this is a newly created role, this job description is not exhaustive as other activities will be added when the need arises, in discussion with the post holder, Practice Manager and the Partners.