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Operational Lead
3 months ago
Job summary
The Operational Lead will take full responsibility for the day to dayline management of administrative teams within the Practice. This includes Administration, Secretaries, ITand Prescriptions.
The Operational Lead will be responsible for providing leadership to theadministrative teams and ensuring that a high quality comprehensiveadministrative service is delivered to the practice.
The Operational Lead will be accountable for monitoring, assessing andreporting on all IT, Activity Claims, QOF, performance activity and audits aswell as updating the practice policies and procedures. This will involve highlighting any issues tothe Practice Manager and identifying appropriate action to be taken.
The Operational Lead will also be required to deputise in the absence ofthe Practice Manager dealing with day to day practice issues that may arise.
Main duties of the job
Please refer to the full job description and person specification for detailed information regarding the job role requirements.
We would ask that you only apply if you can fulfil the requirements of the role including the hours and being office based.
About us
Kinson Road Medical Centre is a GP practice based in the heart of Kinson with a branch site in West Howe, with 10,500 registered patients, 5 GPs, 2Advanced Practitioners, Nurse Lead, practice nurse and nurse associate.
Found to be good in all areas by the Care Quality Commission, the practice strives to meet the needs of its patients by providing high quality care and services. We value teamwork, mutual support and a friendly working environment and are looking to further develop our leadership team where innovation and technology can support patients in caring for themselves as well as providing clinical services when required at the surgery.
This salary for this role will be paid at the same rate as current Band 5 on the NHS Agenda for Change pay scale. The actual pay is within this pay scale but will be based on experience, knowledge and progression needs.
Job descriptionJob responsibilities
Key Responsibilities:
Assist in the strategic management and development of the practice ensuring all key national and local contract requirements are met.
Support the Practice Manager in developing innovation and/or change in service delivery identifying and making full use of technology.
Responsible for own projects, reporting milestones and gaps in progress to Practice Manager.
Responsible for monitoring and assessing the IT infrastructure, coordinating service faults and providing support, where appropriate, to users.
To be responsible for overall management, co-ordination and reporting of QOF, CQRS, Practice Claims and other contract requirements for securing Practice Income.
Providing regular updates to Practice Manager on income generation (QOF, Claims etc.) and contract performance progress.
Responsible, in conjunction with the Practice Manager, for supporting the Service Delivery Coordinator in ensuring the clinical rota is fulfilled sufficiently with flexible options considered to ensure patients have access to services.
Responsible for ensuring that all aspects of the practice services are administered and supported to a high standard and systems and processes are in place to streamline the administration function where possible.
Accountable for analysing current performance and devising, developing and implementing changes in practice that deliver sustainable improvements in service, and support achievement of meeting key objectives in conjunction with the Practice Manager.
The Operational Lead will be required to produce monthly reports on current performance for the Practice Manager and GPs highlighting areas of concerns and remedial action to be taken.
Responsible for providing line management for designated administrative staff within the Practice. This will include:
o Recruit and retain a high quality and flexible workforce
o Ensuring all administrative staff adhere to Practice policy and procedures
o Responsible for ensuring that effective communication is maintained within the services and for keeping administrative staff up to date with Practice performance. Take responsibility for cascading information to staff from Practice Manager/Partner and other sources, ensuring that appropriate training and instructions are given
o To chair the Practice staff meeting in the absence of the practice manager. Listen to staff problems and ideas and take appropriate action to ensure a happy and pleasant working environment. To help facilitate team working and resolve any issues raised, obtaining Practice Manager support when needed.
o The Operational Lead will be a role model demonstrating the Practice values and ensure that all administrative staff work in accordance with these behaviours.
o Responsible for maintaining Health & Safety of own area and workspace as well as highlighting any other risk areas.
o Responsible for escalating disciplinary matters to the Practice Manager, providing as much information as possible to support process.
o Supporting Practice Administrator in approving annual leave for designated staff, ensuring the services are covered and maintained at all times.
o Record and monitor sickness absence of designated staff and take appropriate action in accordance with the Practice sickness absence policy.
o Conducting annual appraisals, establishing and maintaining an effective personal development plan and ensuring designated staff maintain mandatory training requirements manual handling, CPR, fire.
o Provide a comprehensive induction and training to all new members of the team.
o Support the efficient use of staff within budgetary constraints and resources.
To support the Practice Manager and clinical team, when required, with patient data including DNA reports, Admission Avoidance etc.
Respond to any patient complaints regarding operational area. Sharing corrective action with own team pertaining to admin, secretarial, prescriptions and IT issues or complaints and ensure lessons are learnt and support action plans put in place.
Be aware of and adhere to all data quality standards including developing and maintaining the IG toolkit.
Liaise closely with external providers, IT support, care records agencies and any other external party who may support the Practice. Ensure a professional manner is maintained at all times.
To be responsible for ensuring the delivery of all medical staffing activities and information requirements are delivered to clinical staff, such as Rotas for Doctors, Nurses and HCA, GP Induction, Locum checks and leave management highlighting capacity issues to the Practice Manager and/or partner.
Accountable for managing Practice resources in a cost efficient manner, protecting Practice income and expenditure and identifying any areas of cost improvement.
Managing administrative workloads, delegating appropriate work and ensuring clinical work (post etc.) is allocated according to priority - in date order, or by clinical priority as required
Design and implementation of staffing requirements to ensure adequate cover at all times to meet the demands of the service.
Support Service Delivery Coordinator in ensuring that practice equipment is procured at best value and stock levels maintained across the Practice.
May be required to attend Clinical or external meetings ensuring that notes are taken and disseminated to in a timely manner.
To continually review skill mix and new ways of working to meet service needs and develop a flexible workforce to meet the changing demands of service provision.
To take forward Practice modernisation objectives in relation to designated services including redesigning processes/policies to incorporate new models of working.
Coordinate and manage work across each designated team to equalise work volumes if necessary, in particular around staff absences during periods of annual leave and sickness etc.
Support Practice Manager in annual requirements, such as Patient Survey, Flu Clinics, CQC inspection etc.
Responsible for updating the Practice communication tools including patient leaflet, website and social media.
All Clinical and Non-clinical Practice Staff:
To be responsible for complying with Practice Infection Control policies and clinical guidelines where appropriate.
To prepare and actively participate in Practice annual Performance Development Review process and progress reviews.
Ensure training and development needs detailed in your personal development plan are followed up and the effectiveness of the acquired training and development evaluated in term of self, patient and service.
To be responsible for the quality of data recorded. The data should be accurate, legible (if hand written), recorded in a timely manner, kept up to date and appropriately filed.
All employees must comply with the Practice Equal Opportunities and Diversity and must not discriminate on the grounds of sex, colour, race, ethnic or national origins, marital status, age, disability, sexual orientation or religious belief.
Employees have a responsibility to themselves and others in relation to managing risk, health and safety and will be required to work within the policies and procedures laid down by the Practice. The Practice seeks to establish a safe and healthy working environment for its employees and operates a non-smoking policy.
All employees have the right to work in an environment which is safe and to be protected from all forms of abuse, violence, harassment and undue stress. All employees are responsible for helping to ensure that individuals do not suffer harassment or bullying in any form.
All staff have a responsibility to contribute to a reduction in the Practice carbon footprint and should pro-actively reduce and encourage others through own actions to reduce their contribution to carbon emissions. This includes switching off electrical appliances that are not in use, turning down heating, closing windows, switching off lights and reporting carbon waste etc.
Person SpecificationQualifications
Essential
Qualifications/Training Degree or equivalent experience Supervisory/Management Qualification or equivalent experience Application/CertificatesExperience
Essential
Experience of supervising staff Experience of working effectively within a team environment To be innovative, to work methodically and prioritise without supervision Previous experience of working in an administrative environment Knowledge of GP reporting, income generation and performance managementSkills & Knowledge
Essential
To establish and maintain good working relationships with staff at all levels Ability to work under pressure within a multi-disciplinary team-based working environment Can do/ positive attitude Ability to concentrate even with frequent interruptions and unpredictable working pattern Ability to develop and communicate good working relations with colleagues at all levels across a range of professional groups High level of competency in the application of understanding and interpretation of information, (often complex information), establishing patterns and change, support diagnosis of problems, including the aptitude to spot problems early Has good levels of critical thinking skills, problem solving ability Knowledge of GP practice protocols and procedures Working knowledge of QOF, GP claims, DESs and LESs, contract requirements and Key Performance Indicators (KPIs) Able to interpret information, analyse and present information according to need; and use for comparison, planning, monitoring and improvement. Prioritisation and organisational skills Strong IT skills - Microsoft Applications such as Excel/Access/Word/PowerPoint/Outlook and resolving user issues Operational managementPersonal Qualities
Essential
Influencing skills Excellent interpersonal and communication skills, both written and verbal Ability to gain respect and credibility with senior colleagues Ability to prioritise own time, and effective at workload management Highly motivated with the ability to motivate others Team player Robust emotional attitude to competing work demands, change management requirements and tight time schedules Strong drive for results Flexible and reliable and uses initiative Comfortable proposing changes to own team processes