Operations Manager inFeatherstone inFeatherstone PUBLISHED MON 7 OCT 2024

We're seeking a proactive and enthusiastic Operations Manager to lead our team. This pivotal role involves overseeing daily operations, managing staff, and ensuring a positive experience for patients. You'll play a crucial part in enhancing communication across our healthcare teams and supporting the practice's smooth functioning.

This is a role established to support the practice as a whole in carrying out day-to-day activities. The ideal candidate will have a passion for health care and possess strong leadership skills to support the smooth operation of the Surgery.

The role is primarily line managing the practice reception and administration team and managing the administration team rota and leave and the clinical team S1 rotas whilst also helping with the day-to-day administrative needs of the practice.

You must be an experienced supervisor/manager and be able to work on your own initiative.You will have excellent communication skills, record keeping, ability to work under pressure, be able to meet the challenges of working to deadlines along with strong IT skills, and extensive knowledge of using SystmOne. Ideally some knowledge of using searches and rota management and application.

About us

Job Summary:

To work closely with the Practice Manager, to provide a timely and responsive service for the implementation and maintenance of all business, administrative, clinical, and patient services.

To be responsible for the production of performance and quality standards within the practice. To manage data quality issues, providing advice and guidance to all practice staff in the use of the clinical system. To oversee the claims process for work undertaken as part of enhanced national or local services.

To act as practice administrator for the clinical system and as practice co-ordinator for IT hardware issues, working closely with the ICB and Shared Services as responsibility for computer hardware is transferred.

Job responsibilities:

Human resources

• Ensure personnel records are maintained for all non-clinical staff, including DBS checks, absenteeism, and training records.
• Implement mandatory and personal development training.
• Implement induction training for new staff.
• Provide regular feedback to administrative staff to aid them in their development and ensure a process of continuous improvement.
• Supporting development of admin colleague in their roles.
• Acting as point of escalation for any difficult queries or concerns and using these as learning points when developing team members.
• Ensuring that all administrative staff are acting in accordance with the requirements of their roles and the values of the organisation and escalating appropriately where this is not the case.

Organisational:

• Responsibility for overseeing the day-to-day smooth functioning of the reception and admin team.
• Oversee the reception task lists ensuring workload is being completed in a timely fashion.
• Deal with low level patient complaints with the aim of resolution before escalating to the Practice Manager.
• Manage reception cover, annual leave requests and sickness.
• Run weekly reception meetings with responsibility for the agenda, minute taking and circulation of all non-clinical meetings.
• Maintain the content of practice website, and production of the newsletter and other local publications.
• Responsible for the generation and maintenance of all clinical rotas and ensuring appropriate cover is sort where required.
• Supports the long-term condition and recall administrators to ensure all systems are functioning well both for patient safety and to maximise income.
• Deputise in the absence of the Practice Manager.

Premises and Equipment:

• Delegated responsibility from the Practice Manager, in relation to all aspects of building maintenance and security.
• Oversee Fire Safety activity including appointment and training of Fire Marshalls and regular fire drills.
• Responsible for stock maintenance at all levels and financial efficiency of the same.

Information Technology:

• Implementation and maintenance of all associated requirements, upgrades, security, and services supporting the practices IT systems by liaising with area IT services.
• Audit and maintain confidentiality of information.

Production of Performance and Quality Information:

• To be aware of national, local and practice quality standards for chronic disease management.
• To provide support to clinical subgroups in correctly identifying and targeting patients for assessment and treatment.
• To ensure staff are aware of the importance of maintaining disease registers and assist in the validation process.
• To provide advice and support for clinical subgroups and to produce regular reports on the progress of these groups in achieving their targets.
• To assist in the production of information for clinical audit as requested by the clinical subgroups.
• Data quality.
• To work with the ICB/PCN to validate patient information, performing regular checks and quality audits.
• To provide support and training for current and new staff ensuring that data quality guidelines are understood and adhered to.
• Practice administrator for clinical system.
• To oversee the administration of the clinical systems, ensuring staff complete housekeeping and back-ups as outlined in the practice policy.
• To ensure the clinical integrity of the system working with the ICB/PCN to implement their guidance.
• To oversee the security and validation processes for the clinical system.
• To provide support advice and training for current and new practice staff in the use of the clinical system.
• To maintain an equipment log ensuring that ICB/PCN and practice owned equipment is readily identifiable.
• To provide support and training for current and new staff in resolving simple problems with PCs and printers.

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.

Health & Safety:

The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to):

• Ensuring 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.
• Maintain and up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the business.
• Using personal security systems within the workplace according to practice guidelines.
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business.
• Making effective use of training to update knowledge and skills and initiate and manage the training of others.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed
• Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised.
• Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers.
• Undertaking periodic infection control training (minimum annually).
• Routine management of own team / team areas, and maintenance of workspace standards.
• Demonstrate due regard for safeguarding and promoting the welfare of children.

Equality and Diversity:

• The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

• The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

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.

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognize peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post-holder will:

• Apply practice policies, standards, and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audit where appropriate.