Operations Manager

Long Lane Surgery is seeking a dedicated and enthusiastic Operations Manager  with strong leadership skills to oversee the day-to-day operations of our practice. You will work closely with and report to the Practice Manager.

Join our friendly and motivated team, where your contributions will be genuinely appreciated.

We offer flexible working arrangements to help you achieve a healthy work-life balance.

Join our practice and, with full support from our multidisciplinary team, you'll have the opportunity to provide high-quality primary care services to a diverse population of approximately 14,000 patients.

We are offering:

• Competitive salary (depending on experience) and NHS Pension
• 37.5 hours per week with the possibility of a 4-day work week
• 5 weeks of annual leave plus bank holidays
• Established workflow protocols
• In-house career development and mentoring
• Opportunities to learn new skills
• Regular investments in both collective and individual staff training
• Daily team coffee break with Nespresso
• Innovative and forward-thinking environment
• Close collaboration with our established Primary Care Network, Community Services, and the ICB
• In-house minor surgery, joint injections, coils, Nexplanon, hand surgery, and vasectomy
• A collaborative and supportive team that includes:

2 Partners, 6 Salaried GPs, 3 Advanced Nurse Practitioners, 2 Paramedics, 2 Practice Nurses, 1 Trainee Nursing Associate, 2 Health Care Assistants, 2 Phlebotomists, and 3 Pharmacists

Medications Team managing patient medication queries and discharge letters

Efficient and friendly administrative support

Well-trained Care Navigators for effective patient signposting

A dedicated Mental Health Practitioner and Social Prescribing team

Additional Benefits:

• State-of-the-art facilities and modern medical equipment
• Professional development opportunities
• Team-building activities and social events
• Employee wellness programs to support your health and well-being
• A positive and inclusive workplace culture where everyone’s voice is heard

Job Summary:

• To provide first line supervision to the Management Team and to ensure these areas work efficiently.
• To support the practice manager in all aspects of practice functionality, motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment.
• To focus on the day-to-day operability of the practice and support the practice manager leading the team in promoting ED&I, SHEF, Quality & CI, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and promoting a positive working environment.

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:

• Supporting the practice manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
• Providing leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times
• Overseeing the administrative elements of QOF, liaising with GPs, Nursing staff and administrators
• Implementing systems to ensure compliance with CQC regulations and standards
• Direct line management of the following staff: Assistant Manager, Nurse Manager, Pharmacist/Medications Team Lead, Administration Manager, Care Navigation Manager, Clinical Manager
• Acting as the lead for recruitment including pre-employment checks and DBS
• Evaluating, organising and overseeing the staff induction programme
• Implementing and embedding an effective staff appraisal process
• Implementing and embedding an effective practice and staff development plan, including mandatory training programmes
• Overseeing staff training, ensuring all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively
• Recruitment of staff including recruitment, interviewing, appointment processes
• Annual performance appraisals for direct reports
• Performing 3 and 6 month reviews for all new direct reports and ensure these reviews are completed for all staff
• Coordinating the reviewing and updating of all practice policies and procedures
• Managing the procurement of practice equipment, supplies and services
• Adopting a strategic approach to the management of all patient services matters
• Implementing and embedding an effective communication strategy (internal and external)
• Ensuring the practice maintains compliance with its NHS contractual obligations
• Actively encouraging and promoting the use of patient online services
• Liaising at external meetings as required
• Marketing the practice appropriately
• Leading the management of the Patient Participation Group
• Guiding staff and developing searches and audits on the clinical system
• Reviewing and updating clinical templates ensuring they relate to current practice
• Overseeing the complaints, ensuring they are dealt with in a timely manner and where necessary escalated to the next level
• Dealing with more complex enquiries from patients, deputising for the Practice Manager as Practice complaints officer
• Overseeing significant events, ensuring they are dealt with in a timely manner and where necessary escalated to the next level
• Overseeing the management of the premises, including health and safety aspects such as risk assessments and mandatory training, ensuring the Practice is complaint
• Continually assessing and evaluating systems, recommending changes and improvements to the Practice Manager as appropriate
• Providing and promoting an enthusiastic support role and maintain team efficiency
• Attending and participating in identified practice meetings
• Identifying trends and devising solutions to reduce risk and repeated occurrences of significant events
• Presenting findings of annual complaints and significant events to the practice team
• Looking after the welfare of all practice staff
• Ensuring staff adhere to policy and procedure at all times
• Working as a flexible member of the team to ensure the smooth running of the practice, providing support to other team members when necessary
• Monitoring and disseminating information on safety alerts and other pertinent information
• Ensuring clinical system have been configurated by the IT Officer, as indicated by LHIS
• Monitoring compliance with health and safety legislation, providing leadership and direction for staff 

Secondary Responsibilities:

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

• Deputise for the Practice Manager
• Act as the primary point of contact for NHS(E), CCG, PCN, community services, suppliers and other external stakeholders in the absence of the Practice Manager
• Support the practice and management team with continuous improvement and change initiatives
• 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 - primary
• Support the overall practice clinical governance framework, submitting reports for OQF, enhanced services and other reporting requirements using CQRS/ Open Exeter etc.
• Preparing agendas for, and chairing practice meetings
• Manage the clinical system, ensuring IT security and IG compliance at all times
• Respond to and resolve all local IT issues where appropriate
• Ensure the effective use of ERS, EPS and other IT programmes
• Assist in ensuring all staff are up to date with all mandatory training requirements
• Assist with the ordering of stationery and supplies, and ensure effective stock control as required
• Act as the building manager, dealing with defects, maintenance and all other associated tasks
• Ensure all staff have the appropriate smart card access to the clinical system
• Coordinate portable appliance testing (PAT)
• Maintain an equipment log
• Manage asset registers as directed by the Practice Manager
• Coordinate all staff absences, maintaining an effective absence register
• Act as the communication link between the management team and staff
• Represent the practice locally as required
• Maintain a working knowledge of ICB initiatives
• Maintain a working knowledge of CQC requirements
• Maintain a working knowledge of QOF requirements