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Operations Manager

1 month ago

Coalville, United Kingdom Long Lane Surgery Full time
About the Role

We are seeking a highly skilled and experienced Operations Manager to join our team at Long Lane Surgery. As a key member of our management team, you will be responsible for overseeing the day-to-day operations of our practice, ensuring that our staff are equipped to provide high-quality patient care.

Key Responsibilities
  • Support the Practice Manager in the day-to-day operations of the practice, ensuring that staff achieve their primary responsibilities
  • Provide leadership and guidance to all staff, ensuring that they adhere to policy and procedure at all times
  • Oversee the administrative elements of QOF, liaising with GPs, Nursing staff, and administrators
  • Implement 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
  • Act as the lead for recruitment, including pre-employment checks and DBS
  • Evaluate, organize, and oversee the staff induction program
  • Implement and embed an effective staff appraisal process
  • Implement and embed an effective practice and staff development plan, including mandatory training programs
  • Oversee staff training, ensuring that all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively
  • Recruit staff, including recruitment, interviewing, and appointment processes
  • Annual performance appraisals for direct reports
  • Perform 3 and 6 month reviews for all new direct reports and ensure these reviews are completed for all staff
  • Coordinate the reviewing and updating of all practice policies and procedures
  • Manage the procurement of practice equipment, supplies, and services
  • Adopt a strategic approach to the management of all patient services matters
  • Implement and embed an effective communication strategy (internal and external)
  • Ensure the practice maintains compliance with its NHS contractual obligations
  • Actively encourage and promote the use of patient online services
  • Liaise at external meetings as required
  • Market the practice appropriately
  • Lead the management of the Patient Participation Group
  • Guide staff and develop searches and audits on the clinical system
  • Review and update clinical templates, ensuring they relate to current practice
  • Oversee the complaints process, ensuring that they are dealt with in a timely manner and where necessary escalated to the next level
  • Deal with more complex enquiries from patients, deputizing for the Practice Manager as Practice complaints officer
  • Oversee significant events, ensuring that they are dealt with in a timely manner and where necessary escalated to the next level
  • Oversee the management of the premises, including health and safety aspects such as risk assessments and mandatory training, ensuring that the Practice is compliant
  • Continually assess and evaluate systems, recommending changes and improvements to the Practice Manager as appropriate
  • Provide and promote an enthusiastic support role and maintain team efficiency
  • Attend and participate in identified practice meetings
  • Identify trends and devise solutions to reduce risk and repeated occurrences of significant events
  • Present findings of annual complaints and significant events to the practice team
  • Look after the welfare of all practice staff
  • Ensure that staff adhere to policy and procedure at all times
  • Work as a flexible member of the team to ensure the smooth running of the practice, providing support to other team members when necessary
  • Monitor and disseminate information on safety alerts and other pertinent information
  • Ensure that clinical systems have been configured by the IT Officer, as indicated by LHIS
  • Monitor compliance with health and safety legislation, providing leadership and direction for staff
About Us

Long Lane Surgery is a friendly and motivated team, committed to providing high-quality primary care services to our diverse population of approximately 14,000 patients. We offer a competitive salary, NHS Pension, and a range of benefits, including flexible working arrangements, annual leave, and opportunities for career development and training.

What We Offer
  • 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, optimizing 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, organizing, and overseeing the staff induction program
  • Implementing and embedding an effective staff appraisal process
  • Implementing and embedding an effective practice and staff development plan, including mandatory training programs
  • Overseeing staff training, ensuring that all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively
  • Recruiting staff, including recruitment, interviewing, and appointment processes
  • Annual performance appraisals for direct reports
  • Performing 3 and 6 month reviews for all new direct reports and ensuring 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 process, ensuring that they are dealt with in a timely manner and where necessary escalated to the next level
  • Dealing with more complex enquiries from patients, deputizing for the Practice Manager as Practice complaints officer
  • Overseeing significant events, ensuring that 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 that the Practice is compliant
  • Continually assessing and evaluating systems, recommending changes and improvements to the Practice Manager as appropriate
  • Providing and promoting an enthusiastic support role and maintaining 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 that 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 that clinical systems have been configured 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:

  • Deputize 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 that all staff are aware of the management of the premises, including health and safety aspects and undertake risk assessments and mandatory training as required
  • 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
  • Managing the clinical system, ensuring IT security and IG compliance at all times
  • Responding to and resolving all local IT issues where appropriate
  • Ensuring the effective use of ERS, EPS, and other IT programs
  • Assisting in ensuring that all staff are up to date with all mandatory training requirements
  • Assisting with the ordering of stationery and supplies and ensuring effective stock control as required
  • Acting as the building manager, dealing with defects, maintenance, and all other associated tasks
  • Ensuring that all staff have the appropriate smart card access to the clinical system
  • Coordinating portable appliance testing (PAT)
  • Maintaining an equipment log
  • Managing asset registers as directed by the Practice Manager
  • Coordinating all staff absences, maintaining an effective absence register
  • Acting as the communication link between the management team and staff
  • Representing the practice locally as required
  • Maintaining a working knowledge of ICB initiatives
  • Maintaining a working knowledge of CQC requirements
  • Maintaining a working knowledge of QOF requirements