About this role
Job summary
We are looking for an experienced, proactive and people-focused Operations Manager to join our established GP partnership in Driffield.
This is a key role within our practice, working directly with the Practice Management team and GP Partners to ensure the smooth, effective and efficient running of our busy primary care service. You will have genuine responsibility for leading our operational functions, supporting our teams, improving systems and processes, and helping us deliver an excellent experience for both patients and staff.
We are looking for someone who enjoys making things happen, can confidently manage competing priorities and is not afraid to identify problems and find practical solutions. You will be approachable, organised and able to build strong relationships across our clinical and administrative teams.
The Medical Centre serves approximately 12,500 patients across our Driffield and Wetwang sites and is supported by a friendly, multidisciplinary team. We are a training practice and part of Yorkshire Coast & Wolds PCN, providing an exciting environment for someone who wants to contribute to the continued development of modern general practice.
If you are an experienced operational manager looking for a varied and rewarding role where you can make a real difference, we would love to hear from you.
Main duties of the job
You will work closely with the management team to ensure the smooth and effective day-to-day operation of The Medical Centre across our Driffield and Wetwang sites.
The role will focus on coordinating and improving the practice's operational systems, supporting team leaders and colleagues, monitoring performance, managing operational projects and ensuring that agreed actions are delivered effectively.
You will help identify opportunities to improve the way the practice works, support governance and compliance, coordinate key operational requirements and contribute to the development of efficient, patient-focused services.
This is a varied role for someone who is organised, proactive and confident working across different areas of general practice. You will need to be comfortable taking ownership, solving problems and bringing people together to achieve practical improvements, while working closely with the Management team and wider practice leadership team.
About us
The Medical Centre is an established GP partnership based in Driffield, East Yorkshire, caring for approximately 12,500 patients across our main surgery in Driffield and our branch surgery in Wetwang.
We are a friendly, supportive and forward-thinking practice with a strong emphasis on teamwork, professionalism and providing high-quality care to our patients. Our multidisciplinary team includes GP Partners, salaried GPs, Advanced Nurse Practitioners, nursing and healthcare support staff, dispensary colleagues and a range of administrative and reception staff.
We believe that a well-supported team is essential to delivering excellent patient care. We value our staff, encourage open communication and aim to create a working environment where people are trusted to take responsibility, share ideas and contribute to improving the way we work.
As a training practice, we have a strong commitment to learning, development and supporting colleagues at all stages of their careers. We are also part of Yorkshire Coast & Wolds Primary Care Network, giving us the opportunity to work collaboratively with other local practices and primary care colleagues.
Working at The Medical Centre offers the opportunity to become part of a well-established practice where your contribution is valued and where there is genuine scope to make a difference. We are looking for people who share our commitment to teamwork, continuous improvement and putting patients at the heart of what we do.
Job description Job responsibilities
Job Title:Operations ManagerPractice: The Medical Centre, DriffieldLocation: Driffield and WetwangResponsible to: Management TeamAccountable to: GP Partners through the Practice ManagerContract: PermanentHours: 37
Job PurposeThe Operations Manager will work closely with the Practice Manager to support the effective, efficient and safe day-to-day operation of The Medical Centre.
The post holder will have responsibility for coordinating and improving operational systems and processes across the practice, supporting team leaders and colleagues, monitoring performance, managing operational projects and ensuring that agreed actions are delivered.
The role requires an organised, proactive and practical individual who can identify problems, develop solutions and take ownership of agreed areas of responsibility. The post holder will work across clinical and non-clinical teams and will contribute to continuous improvement, governance and the development of high-quality patient services.
The role covers both the Driffield and Wetwang sites.
Key ResponsibilitiesOperational ManagementSupport the Practice Management Team with the effective day-to-day operation of the practice.Coordinate agreed operational functions across the practice and ensure actions are followed through.Monitor operational issues and identify opportunities for improvement.Review existing processes and introduce practical improvements where appropriate.Ensure agreed policies, procedures and operational systems are implemented consistently.Support effective communication between clinical and non-clinical teams.Assist with business continuity and operational resilience.Deputise for the Practice Manager when required and agreed.Team Support and WorkforceWork closely with existing team leaders to support effective team performance and service delivery.Provide operational support and guidance to team leaders and colleagues.Assist with workforce planning, recruitment, induction and staff development.Monitor training, appraisal and mandatory training requirements as delegated.Support the Practice Manager with staff wellbeing, attendance and performance matters.Help ensure appropriate staffing arrangements are maintained across the practice.Encourage a positive, supportive and accountable working culture.Patient Experience and AccessSupport the practice in providing an efficient, professional and patient-centred service.Monitor operational aspects of patient access and identify areas requiring improvement.Work with clinical and administrative colleagues to improve patient pathways and processes.Support the management of patient feedback, complaints and concerns as delegated.Identify opportunities to improve the patient journey and experience.Governance, Quality and ComplianceSupport the Practice Manager with CQC readiness and compliance.Coordinate agreed actions arising from audits, inspections, incidents, complaints and significant events.Ensure relevant documentation and evidence is maintained.Support implementation and review of practice policies and procedures.Assist with risk management and Health & Safety requirements.Support Information Governance and confidentiality requirements.Ensure agreed governance actions are monitored and completed.Performance and Service ImprovementMonitor agreed operational performance measures and provide information to the Practice Manager.Identify areas where processes, performance or efficiency could be improved.Lead or support agreed improvement projects.Develop and monitor action plans.Coordinate implementation of changes to systems and working practices.Evaluate the effectiveness of improvements and make recommendations where appropriate.Promote a culture of continuous improvement across the practice.NHS Contractual and Quality RequirementsSupport the Practice Manager with the delivery of NHS contractual requirements.Assist with QOF, Enhanced Services and other contractual or quality requirements as and when appropriate.Coordinate relevant administrative processes and deadlines.Ensure agreed actions are completed and appropriately recorded.Support preparation of information and evidence required by the practice.Premises and FacilitiesCoordinate day-to-day operational issues relating to the practice premises at Driffield and Wetwang.Liaise with contractors, suppliers and service providers as required.Ensure maintenance and facilities issues are reported and followed through.Support compliance with statutory requirements relating to premises, equipment and facilities.Maintain appropriate records relating to servicing, inspections and maintenance.Support business continuity and emergency planning.IT and Digital SystemsCoordinate day-to-day operational issues relating to practice IT and digital systems.Liaise with IT suppliers and relevant external providers.Support the introduction and implementation of new systems.Identify opportunities to improve efficiency through digital solutions.Promote appropriate use of practice systems and good Information Governance.Support staff with operational aspects of new technology and processes.Finance, Procurement and ResourcesSupport the Practice Manager with effective use of practice resources.Monitor agreed expenditure within delegated authority.Support procurement and supplier management.Liaise with contractors and external suppliers.Identify opportunities for efficiency and value for money.Ensure resources are used appropriately and effectively.Communication and Partnership WorkingMaintain effective communication across the practice.Attend and contribute to relevant practice meetings.Develop positive working relationships with clinical and non-clinical colleagues.Liaise with external organisations and healthcare partners where appropriate.The Medical Centre is a member of Yorkshire Coast & Wolds Primary Care Network. The post holder may liaise with PCN colleagues regarding matters affecting the practice when required by the Practice Manager. The post carries no management, employment or operational accountability to the PCN.General ResponsibilitiesMaintain confidentiality and comply with all relevant Information Governance and data protection requirements.Work within practice policies, procedures and agreed standards.Maintain professional conduct at all times.Participate in relevant training and professional development.Promote equality, diversity and inclusion in all aspects of the role.Take reasonable care for the health and safety of yourself and others.Contribute positively to the development and reputation of The Medical Centre.Undertake other reasonable duties appropriate to the level of the post as requested by the Practice Manager.Scope of the RoleThe Operations Manager will have delegated responsibility for agreed operational functions but will remain directly accountable to the Practice Management Team.
The role is intended to complement the existing management and team-lead structure within the practice. The post holder will work alongside, rather than replace, existing team leaders and will not have overall responsibility for the different teams where this is already delegated to the sepearte Team Leaders.
The post holder will work closely with the Practice Management Team and GP Partners to ensure that operational activity supports safe, effective and high-quality patient care.
This job description is not exhaustive and may be reviewed and amended in consultation with the post holder to reflect the changing needs of the practice and NHS primary care.
Person Specification
Qualifications Essential
Relevant management, leadership, healthcare or business qualification OR demonstrable equivalent management experience.
Desirable
Qualification or formal training in project management, service improvement, HR or business administration. Evidence of continuing professional development relevant to the role.
Experience Essential
Experience of working in an operational management, healthcare management, practice management, business management or senior administrative role. Experience of managing, supervising or supporting staff. Experience of working with people from different professional backgrounds. Experience of managing competing priorities and working to deadlines. Experience of identifying problems and implementing practical solutions. Experience of developing, reviewing or improving systems and processes. Experience of handling confidential and sensitive information appropriately. Experience of dealing with challenging situations in a professional and constructive manner. Experience of using data, information or performance measures to monitor and improve services. Experience of contributing to or implementing organisational change or service improvement.
Desirable
Previous experience within general practice, primary care or another NHS environment. Experience of working within a regulated healthcare environment. Experience of CQC preparation, inspection or compliance. Experience of NHS contractual or performance requirements. Experience of working across more than one site. Experience of workforce planning, recruitment and staff development. Experience of managing operational projects from planning through to implementation. Experience of working with GP practice systems or healthcare IT systems. Experience of working with a Primary Care Network or other collaborative healthcare organisation.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name The Medical Centre
Address The Medical Centre
Cranwell Road
Driffield
YO25 6UH
United Kingdom
Employer's website http://www.driffieldmedical.nhs.uk/ (Opens in a new tab)