Operations Lead

Job summary

To support plans for succession, the practiceis seeking a competent and forward thinking Operations Lead to actively supportthe practice team in the management of clinical and administrative services.Reporting to the Business Manager, the successful candidate will assist in thedevelopment of the Practice, ensuring all key national and local contractualrequirements are met, and look to assume increased involvement in the overallmanagement of the practice in coming years.

To be considered for this key role you will need to have experience of working in primary care

Main duties of the job

The post holder will contribute to the day to day running of the practice, will have management responsibility for the admin and reception team, and oversee IT systems and procurement processes. The monitoring of practice performance against access and demand management targets is a key feature of the role.

About us

The Meads is afriendly and innovative practice situated in a new purpose-built medical centrein Sittingbourne. With a fast growing list of over 11,000 patients we arecontinually looking to take forward our plans for expansion whilst maintainingour reputation for patient-centred services.

Incorporated in 2019, the Practice is led by a Board of Directors comprising 3 GP and a Business manager, supported by a Practice Manager and admin/reception team. There is a multi-disciplinary team of clinicians including Clinical Pharmacy, Paramedic Practitioner, Practice Nursing with Healthcare Assistants and phlebotomist.

The practice is forward thinking in its approach to primary care and offers onsite complementary services such as physio, ultrasound, and offers a range of enhanced service such as primary care surgery, ECGs, spirometry and healthchecks.

Job description

Job responsibilities

SUMMARY OF ROLE

Provideleadership and management to enable the Practice to meet its agreed aims andobjectives within a profitable, efficient, safe and effective workingenvironment and maintaining a happy and committed team. Main areas ofresponsibility being premises, management of Reception/Admin staffing, staff training,and day to day running of the surgeries

To provide coverin the event of the Business Managers absence.

The duties listedbelow are not exhaustive and will be carried out in close liaison with theBusiness Manager.

Organisational

Manage the day to day running of key IT systems and procedures in line with practice policies

Contribution to the investigation of patient complaints in line with the practice complaints policy and procedure

Oversee the procurement of Practice equipment, supplies and services and implement effective maintenance contracts

Manage an effective appointments systems with effective holiday/sickness cover

Routinely monitor and assess Practice performance against patient access and demand management targets including assisting with achievement of quality targets via Edenbridge (Apex) and submission of PPA claims

Contribute to the investigation of significant event reporting

Convene meetings, prepare agendas and ensure distribution of minutes as necessary and lead meetings of the reception team

To assist in general office duties and reception work as required due to absence or annual leave

Staffing

Day to day management of reception, administrative and secretarial staff to include:

Production of staff rotas

Conducting annual appraisals and performance reviews

Managing annual leave and sickness absence in accordance with practice policies

Provide reception/admin cover for unexpected absences

Ensure staff have up to date mandatory training and other training relevant to their post

Provide training and support to new staff

Recruitment of new staff as required

Ensure the smooth running of the surgeries through adequate staffing levels, in liaison with the Business Manager.

Assist with the recruitment and retention of practice staff and provide a general personnel management service, ensuring that all staff are legally and gainfully employed and fulfilling the requirements of the Recruitment Checklist

Maintain the reception/admin staff databases for training and annual/sickness absence

Ensure all staff have job descriptions that are updated appropriately and promptly when changes are introduced

Oversee the system of Smart cards for new and existing staff

Ensure all staff have appropriate access to the EmisWeb system and other associated IT systems, with delegated permissions

Premises

Ensure that Practice premises are properly maintained and cleaned and that adequate fire prevention and security systems are in place with robust third-party contracts

Maintain a register of functional IT equipment

Be a first point of contact for upkeep of the buildings, supporting and balancing the needs of the occupiers and other external and internal influences. This will include facilities management, equipment, maintenance of common parts, security and overall operations, liaising with external contractors as required.

Contribute to the Register of risks and supporting risk assessments

Oversee standards of cleaning and hygiene throughout the building

Assist with the operational management of the building including out of hours contact, security, access and weekend working

Establishing a system of control for the booking of the meeting and/or clinical rooms and facilities to meet the needs of the occupiers

Ensure equipment complies with appropriate legislation ( Health and safety, portable appliance testing of own equipment etc).

Co-ordinate remodelling and room moves as required

Maintain an up-to-date protocol for alarms and to ensure that this protocol is followed. This should included matters such as back-up, equipment maintenance, safety, etc

Information Management and Technology

Motivate, support and monitor staff in the use of IT; organise, oversee and evaluate IT training

Change telephone messages as required and back up recordings

Maintain electronic records of attendance of training courses and for annual/ sickness absence using the Teamnet system

Assist with the annual updating of the Data Security Toolkit

Maintain an up to date practice website

Update the appointment templates for the clinical teams as needed

Produce posters as and when required for public information, liaising with designers & printers regarding changes to signage and marketing material

Day to day management of IT systems liaising with GP IT department to ensure timely resolution of any issues

Adhere to the Practice policies and procedures in relation to Information Governance

Financial

Maintaining and ordering supplies in line with practice budget

Managing Petty Cash

Ensure use of Practice resources are cost-effective

Input invoices on Xero (accounting system)

Service Development

Discuss with other members of the team how the policies, standards and guidelines will affect own work

Participate in audit where appropriate

Communication

Communicate effectively with other team members

Communicate effectively with patients and carers and other external organisations

Use technology and other appropriate forms of communication such as email, AccuRx, website

Recognize peoples needs for alternative methods of communication and respond accordingly

Participate in Practice Team meetings

External Relationships:

Ensure efficient internal and external communication including being a point of contact for primary and secondary care organisations, solicitors, accountants and other bodies in the absence of the Business Manager

Health & Safety

Keep abreast of Health & Safety policies and procedures and all current legislation

Use personal security systems within the workplace according to Practice guidelines

Identify the risks involved in work activities and undertaking such activities in a way that manages those risks

Make effective use of training to update knowledge and skills

Use appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

Report potential risks identified

Equality and Diversity

Act in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation

Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues

Identify patterns of discrimination and take action to overcome this and promote diversity and equality of opportunity

Support people who need assistance in exercising rights

Monitor and evaluate adherence to local chaperoning policies

Accept the rights if individuals to choose their care providers, participate in care and refuse care

Assist patients from marginalised groups to access quality care Quality

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

Effectivelymanage own time, workload and resources

Confidentiality

In the course of seeking treatment,patients entrust us with, or allow us to gather, sensitive information inrelation to their health and other matters. They do so in confidence and havethe right to expect that staff will respect their privacy and act appropriately.

In the performance of the dutiesoutlined in this Job Description, the post-holder may have access toconfidential information relating to patients and their carers, Practice staffand other healthcare workers. They may also have access to information relatingto the Practice as a business organisation. All such information from anysource 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

Person Specification

Qualifications

Essential

GCSE grade A to C in English and Maths

Desirable

AMSPAR qualification [or equivalent] Management qualification

Knowledge and Skills

Essential

Competent in the use of the Practice clinical system EMIS Web) and other IT applications such as Docman, AccuRx Confident and skilled in dealing with anxious or distressed people Effective and empathetic communication skills Excellent time management

Desirable

Use of Edenbridge (Apex) reporting system

Experience

Essential

Staff management or supervisory experience Experience of working within General Practice/Primary Care Resolving patient problems/complaints at source Knowledge of Health & Safety and Infection Control guidance

Disposition and Attributes

Essential

Personable, friendly and patient disposition Understanding, acceptance and adherence to the need for strict confidentiality Ability to work without direct supervision and determine own work priorities Ability to work under pressure Ability to work in a changing environment

---