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Operations Manager

1 month ago

Wimborne Minster, United Kingdom The Quarter Jack Surgery Full time

Job summary

A new andexciting opportunity has arisen for an accomplished, experienced and highlymotivated manager to join this patient-centric practice. This is a large and well-established medical practice, respectedfor its collaborative working, training, teaching and personal developmentwithin its team, encouraging talented individuals to thrive and make adifference.

Candidatesmust be conscientious, provide solid leadership and have a sound knowledge ofoperational management, including; - HR, quality standards, compliance,governance, planning and patient/customer services.

The successfulcandidate will have hands-on responsibility for service improvement anddelivery of key targets across clinical and administrative areas within thepractice.

Previous healthcaremanagement experience, leadership skills, competency in office IT and highly effectivecommunication skills at all levels are essential.

Benefitsinclude: NHS pension, 5 weeks holiday (& bank hols), company sick pay,parking.

Main duties of the job

TheOperations Manager is a new post and as a key member of the team, expected todemonstrate senior management and leadership qualities. The successfulcandidate will have the ability to identify and implement the Practicesobjectives using a combination of personal involvement, motivation of other staffand delegation when appropriate

Thepractice isseeking an enthusiastic individual to manage established reception andadministrative teams and take responsibility for implementation and continuedoversight of a series of changes to clinical administrative systems that putthe practice in line with the current view of modern general practice.

Medicalpractice management has grown in importance and complexity over the last fewyears. The need to ensure that the Practice is financially efficient, haswell-trained, well-motivated staff, and complies with an increasing range ofhealth and safety and other legislation, is as important as ensuring thecontinuing provision of good patient care.

Candidatesare expected to bring strong interpersonal skills and be experienced andconfident in the areas of operational and people management, financialawareness, health & safety and information technology.

Anunderstanding of current NHS initiatives will be helpful.

About us

This patient centric practiceworks through partnership and collaboration with like-minded practices toprovide patients with joined-up solutions which meet the needs of theirdemographics; and is one of four member practices which forms the Wimborne& Ferndown PCN, offering extended services to the combined list of c 42,500patients, many of which are often whole generation families.

There is an enviably strongteam ethos within the practice which is described supportive, approachable,caring, inspired and highly motivated. Outside of patient times, wellbeing andmental health support are very important for their team members. This isdemonstrated by closing the practice each day from 1pm 2pm, to ensure thatall team members get a lunch break; also a three-monthly for a day closurefor clinical governance and team building.

Several of the current doctorsat Quarter Jack Surgery undertook their training at the practice beforebecoming Salaried GPs and or Partners and some team members exceed 20 years ofservice.

It is very important to thepartners that this ethos is maintained and developed. The partners invest through encouragement andparticipation in this loyal, kind, warm and friendly team, by providinginclusive support and also social recreation outside of working hours. There isa family feel to the teams within thepractice and they work united to deliver holistic patient care.

Job description

Job responsibilities

Job Summary:

To take operational responsibility forleading and managing the administrativeand reception teams, to ensure the smooth runningof the practice, and that efficient and professional protocols are maintained.These teams currently are: Administrators/Receptionists (15), PersonalAssistants (4/5), Prescribing Team (3/4), Secretaries (2/3).

To take responsibility foreffecting changes in administrative clinical systems and have oversight oftraining requirements.

To be able to monitor and reactto data relevant to the clinical running of the practice (for exampleappointment numbers, call handling and electronic consultations).

To providea focal point of communication between patients, admin leads, doctors and other medicalstaff.

To act as a role model, demonstrating and promoting thestandards expected by the practice and creating the energy and enthusiasm forthe service.

To liaise with and assist the Practice Managerand Deputy as and when required.

Job responsibilities

The list of duties below is not exhaustive and may be subject to change as deemed necessary.

Management Tasks

To be accountable and responsible for the performance ofadmin frontline operations and teams including reception, PA, prescribing andsecretarial staff.

To jointly ensure effective operational delivery of clinicalservices alongside other senior managers.

To ensure there is adherence to agreed clinical protocols andmanage compliance of these

Proactively ensure there is adequate clinical cover andappointment capacity on any given day including future planning

To seek out and encourage opportunities for qualityimprovement, including being aware of latest NHS initiatives and how these caneffect and benefit practice operations.

Work with all staff to implement strategic and operationalchanges with a positive can-do attitude

Ensure systems are in place to managed admin staffperformance effectively, including providing constructive challenge to staffand holding regular 1:1s with relevant staff

To improve and maintain excellent communication within thepractice team, ensuring admin staff (& clinicians) are regularlycommunicated with regarding systems, updates, performance etc,

To work effectively with wider management team includingFinance, IT, Estates, HR, QOF, Nursing and GPs to support all aspects of thebusiness

Oversee and manage effective appointment systems

To have a strategic overview of admin rotas to allow goodstaff cover

Monitor and assess admin performance against access anddemand targets

Work with teams to ensure all tasks are completed on a dailybasis to include, but not limited to, Visits/ Appointment management, issuingof Scripts, e-consults, workflow.

Act as a role model to reception & admin staff,supporting, motivating and promoting good staff relations.

Ensure all Practice policies, protocols and StandardOperating Procedures are understood and adhered to.

Ensure all staff are aware of relevant HR procedures andpolicies (such as sickness, capability, holiday, disciplinary, grievance etc) and have an understanding of health &safety and staff well-being.

In conjunction with the practice manager and lead GP forappraisals support reception & admin staff in achieving their developmentplans.

Set up and continually assess and evaluatesystems, recommending changesand improvements to the practice manager as appropriate

Assess training needs within the reception and admin teams with a view to preparing individual PersonalDevelopment Plans for reception staff.

Monitor staff attendance, sickness absence, annual leave anddaily rotas for both sites.

Ensure cover and contingency plansare in place for all leave, includingunforeseen absence.

Undertake the return to work interviewsfor all absences, notifying management of any anomalies.

Be the first line of management to deal with disciplinary matters,speak to receptionand admin staff whenappropriate, and notify them of any action. Accurately document all incidentsand outcomes, ensuring that the practice manager or deputy is kept informed.

Assist with the appropriate recruitment and selection procedure for reception and admin staff.

Provide and supervise induction trainingof all new staff to agreed standards and ongoing review

Undertake, in association with senior managerswhere relevant, three and six month reviews.

Assist with and minimise potential problems that may lead to complaints by dealing with them at point ofsource.

Coordinate and facilitate staff meetings on a weeklybasis including minuting weekly meetings.

Ensure delegation of the following administrative tasks

Develop and maintainReception Hand Book / working policies eg How to Guide.

Ensure that electronic and paper systems are marked when adoctor is on leave so that any correspondenceis not left

Ensure that patientpaper files are filed correctlyand kept neat and tidy.

Monitor clinics and convert any unused appointments into routine appointments.

Co-ordinate room usage for Clinicaland visiting staff

Registration procedure - ensure that procedure is kept up-to-date and understood by reception staff and that it is carriedout effectively and efficiently.

Home Visits take overallresponsibility for ensuringthat home visit requests are allocated to a doctor after the agreed cut off period.

Oversee delegation of general housekeeping duties.

Oversee and delegatedaily tasks chasing missingtest results and notes, unusualqueries, following through patient queries, registration difficulties,saying No nicely, etc.

Provide hands on support to all receptionstaff and carry out any of the duties of a Receptionist as detailed below:

Reception Desk:greeting of patients,dealing with their enquiries in a courteousand polite manner. Giving out previously prepared repeat prescriptions,making appointments and bookingpatients in for surgeries and clinics.

TelephoneDuties: answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely. Contacting hospitals, Health Authorities and various other agencies forresults, appointments, booking, referrals and patient information.

Making appointments: offering and arrangingthe appointments for doctors, helpingto arrange clinics for nurses and midwives.

Information ensuring that messages are promptly passedto the relevant person.

Computer: to be able to call up patientdetails and make sure these details are correct. Add administrative notes to the patientrecords as and when required. Preparation of repeat prescriptions (if part ofthe prescription team). Input of statistical data required by the Practice andretrieval of data when required.

Helping: the doctors in the executionof their duty of care. Facilitating patientcare, comfort and safety inthe surgery. Be responsible for allotted tasks and their completion. Ensuringthat the waiting and reception areas are kept tidy with regards to

Health & Safety of patients and colleagues.

General practiceadministration.

The post holder may also be required to carry out other duties

Confidentiality:

In the course of seeking treatment, patients entrust us with,or allow us to gather, sensitive informationin relation to their health and other matters. They do so in confidence and have the right to expect that staff willrespect their privacy and act appropriately.

In the performance of the duties outlined in this JobDescription, the post-holder may have access to confidential information relatingto patients and their Carers,Practice staff and other healthcare workers. They may also have access to informationrelating to the Practice as a business organisation. All such information from any source is to be regarded asstrictly confidential.

Information relating to patients, carers,colleagues, other healthcare workers or the business of the Practice mayonly be divulged to authorised persons in accordance with the Practice policiesand procedures relating to confidentiality and the protection of personal andsensitive data.

Person Specification

Qualifications

Essential

Evidence of a sound education to A level standard or equivalent

Experience

Essential

Experience of reception or customer care Experience of leading and managing a team successfully Experience of working in a busy environment, adhering to deadlines and managing priorities with minimal supervision Must be an excellent communicator both spoken and written Must have IT skills and acumen Must be able to work within processes and procedures Needs to be able to remain calm in fraught circumstances Can deal with and manage conflict situations Understands confidentiality and the Data Protection Act High levels of accuracy and strong attention to detail Can provide a service to a diverse range of people to promote good relations and equality Train and supervise reception/admin team members to ensure organisational quality and operational standards are met Apply and maintain procedures. Able to identify and report amendments to policies/procedures for service improvement Must be able to act on initiative

Desirable

Experience of general practice reception duties and admin tasks Must be flexible to work different shifts as required by business needs

Qualities & skills

Essential

Approachable and trustworthy Self-motivated, confident able to work with minimal direction Show professional attitude and demeanour including courteous interaction with team members and patients Well presented, personable, polite and patient Able to gain respect by example and leadership Must be resourceful Needs to be able to think on their feet and apply common sense Actively contribute to the work of the Clinical team and promote the standards of care expected by creating energy and enthusiasm for the service Must be reliable and accurate in all aspects of work