About this role
Job summary
The Operations Manager plays a pivotal role in driving the practices success by working closely with the Practice Manager to oversee the seamless execution of daily operations. This position is crucial for optimising team performance, streamlining processes, and ensuring that all activities align with the practices long-term strategic objectives. The Operations Manager is also responsible for fostering a safe, efficient, and patient centred environment, ensuring both staff and patient well-being are consistently prioritised. This role is integral to the overall growth and sustainability of the practice.
Main duties of the job
Work in partnership with the Practice Manager to oversee and streamline the practice's operations, ensuring smooth functionality and efficiency
Lead and motivate staff to enhance productivity, morale, and overall performance
Ensure the practice operates within a safe, compliant, and patient-centred environment
Regularly review contracts and supplier arrangements to identify and implement cost-effective solutions
Manage GP rotas, ensuring efficient coverage and handling of GP allocations
Ensure effective rota management, appointment systems and workflow processes
Oversee the use and maintenance of accounting software, ensuring all invoices are raised, processed, and managed promptly and accurately
Ensure all estates and facilities are managed effectively, with a focus on upkeep and compliance
Coordinate and manage regular compliance checks and health and safety procedures in line with regulatory standardsEnsure full compliance with CQC, GDPR, Health & Safety, and safeguarding regulations
About us
Residing in the heart of beautiful, historic Wiltshire; St James Surgery is located in Devizes. Bristol, Bath, Swindon and Salisbury are close by with good transport links to the rest of the County. You will join a very welcoming practice consisting of GPs, ANP, Nurses, Physicians Associate, Pharmacist, HCAs.
We are a friendly, supportive, forward-thinking practice with over 7200 patients. We have a wide multidisciplinary team with some practitioners employed to work across the very successful Devizes PCN. Come over to St James for an informal chat and experience the atmosphere of working in a brilliant team environment.
Job description
Job responsibilities
Collaborative working All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team. Teamwork is essential in multidisciplinary environments and the post holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working and work effectively with others to clearly define values, direction and policies impacting upon care delivery.
Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner. All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence. Plans and outcomes by which to measure success should be agreed. Managing information All staff should use technology and appropriate software as an aid to management in the planning, implementation, and monitoring of care, and presenting and communicating information.
Data should be reviewed and processed using accurate SNOMED CT codes to ensure easy and accurate information retrieval for monitoring and audit processes Service delivery Staff will be given detailed information during the induction process regarding policy and procedure. The post holder must adhere to the information contained within the organisations policies and regional directives, ensuring protocols are always adhered to.
Security
The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.
Under no circumstances are staff to share the codes for the door locks with anyone and are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and are not to be shared. Professional conduct All staff are required to dress appropriately for their role. Leave All personnel are entitled to take leave. Line managers are to ensure all their staff are afforded the opportunity to take a minimum of 25 days leave each year and should be encouraged to take all their leave entitlement.
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: Operational Management
Deputising for the Practice Manager
Attending meetings on behalf of Practice Manager when required to do so
The ordering of consumables/Amazon purchases, tea, coffee, and coffee capsules etc
Advising the Practice Manager of any changes that would affect the Business Continuity Plan
Ensuring the Business Continuity Plan is regularly updated and that all staff are informed and understand their roles within it
Supporting the Practice Manager in the day-to-day operations of the practice ensuring staff achieve their primary responsibilities
Ensuring effective rota management, appointment systems, and workflow processes
The production of GP rotas in conjunction with the HR Partner
The management of all GP annual leave in conjunction with the PM and Partners
The booking of locums in line with practice protocol and within the agreed budget, unless prior approval is obtained from the Practice Manager
Managing contracts for services, highlighting issues and cost efficiencies (e.g., cleaning, gardening, window cleaning, etc.)
The management of all Pension or PCSE related activities and queries.
The management and processing of all payroll and overtime submissions
Managing DNAs, providing data and planning tools coupled with liaison with referred repeat offenders in conjunction with the PM
Overseeing the administrative elements of QOF, liaising with GPs, nursing staff, and administrators
Supporting the delivery of clinical services through efficient administrative coordination
Ensuring a high standard of customer service is maintained
Managing complaints, suggestions, and patient queries in line with policy
Marketing the practice appropriately to ensure the patient population is stable or increasing
Liaising with the accountants for any, payroll, pension or tax queries Staff Management and Development
Providing leadership and guidance to all staff ensuring that they always adhere to policy and procedure
Reviewing and regularly updating job descriptions and person specifications ensuring all staff are legally and gainfully employed
Proactively overseeing HR processes and procedures, ensuring effective and consistent management of the sickness absence protocol.
Acting as the lead for recruitment including pre-employment checks and DBS
Evaluating, organising, and overseeing the staff induction program
Implementing and embedding an effective staff appraisal process. Fostering a collaborative and positive work culture
Implementing and embedding an effective practice and staff development plan for all staff (clinical and administrative) whilst maintaining a robust training record
Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare
Conducting appraisals, managing performance, and supporting professional development
Ensuring effective management of annual leave, maintaining adequate rota coverage and appropriate skill mix, particularly during peak periods such as school holidays, Christmas, and around Bank Holidays
The organising of staff functions e.g. Christmas, retirements etc.
The arranging of collections, gifts, flowers etc in conjunction with the relevant managers
Compliance and Regulatory Management
Implementing systems to ensure compliance with CQC regulations and standards
Reviewing and updating clinical templates ensuring they relate to current practice
Actively encouraging and promoting the use of patient online services Clinical Systems and Data Management
Guiding staff and developing searches and audits on the clinical system in conjunction with the PM.
Ensuring the practice website and social media sites are up to date in conjunction with the PM.
Guiding the team to reach QOF targets (supported by the Data Quality nursing and administrative leads)
Procurement and Supplier Management
Overseeing procurement and manage relationships with external suppliers Strategic Planning and Service Development
Contributing to business planning and implementation of strategic objectives
Supporting service development and quality improvement initiatives Secondary responsibilities Patient and Community Engagement
Leading the management of the Patient Participation Group in the absence of the Practice Manager
Coordinating practice involvement in PCN meetings and data sharing Complaints and Incident Management
Implementing the complaints process, ensuring complaints are dealt with in a timely manner and, where necessary, escalated to the Practice Manager or Clinical Lead
Assisting in managing significant event reviews, audits, and learning processes
Ensuring appropriate documentation and follow-up of risk incidents or complaints Compliance and Risk Management
Ensuring all staff are aware of the management of the premises, including health and safety aspects, and undertake risk assessments and mandatory training as required
Monitoring and disseminating information on safety alerts and other pertinent information
Ensuring full compliance with CQC, GDPR, Health & Safety, and safeguarding regulations
Conducting regular premises risk assessments and ensure compliance with H&S standards
Supporting the overall practice clinical governance framework, submitting reports for QOF, enhanced services, and other reporting requirements
Briefing clinicians on performance levels, advising actions to ensure high achievement across all QOF areas
Tracking performance-related income (QOF, enhanced services)
Developing, implementing, and embedding the practice audit program (in conjunction with the lead nurse)
Assisting with audit preparation and implement improvement actions
Maintaining clinical meeting records and action.
The collation and submission of data for QOF, Enhanced Services, and other contractual obligations Policy, Procedure, and Continuous Improvement
Supporting the Practice Manager in the reviewing and updating of practice policies and procedures
Supporting the practice and management team with continuous improvement and change initiatives Strategic Planning and Funding
Supporting funding applications and bids for local or national initiatives
Monitoring changes in NHS policy and commissioning that affect the practice
Producing internal reports or dashboards to inform decision-making Data Management and Reporting
Collection and submission of data for QOF, Enhanced Services, and other contractual obligations
The production of internal reports or dashboards to inform decision-making logs
Person Specification
Person specification Essential Desirable Experience Experience leading a team in a healthcare, primary care or similar service setting Experience of working with the general public Experience of working in a healthcare setting Experience of managing multidisciplinary teams Experience of performance management, including appraisal writing, staff development and disciplinary procedures Experience of successfully developing and implementing projects NHS/Primary Care general practice experience Relevant health and safety experience Experience in general practice operations, reception or team leader roles Knowledge Understanding of CQC standards, health and safety, and information governance Knowledge of QOF, PCN structures and NHS access requirements Qualifications Good general education, with evidence of leadership or management training ILM, CMI or AMSPAR qualification Skills Strong organisation, rota planning and problem-solving; confident with data and IT systems; clear communication Process improvement or change management experience Personal qualities Calm under pressure, approachable, dependable and committed to patient-centred care Experience working with a diverse patient population
Essential
- Person specification
- EssentialDesirable
- ExperienceExperience leading a team in a healthcare, primary care or similar service setting
- Experience of working with the general public
- Experience of working in a healthcare setting
- Experience of managing multidisciplinary teams Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Experience of successfully developing and implementing projects
- NHS/Primary Care general practice experience
- Relevant health and safety experienceExperience in general practice operations, reception or team leader roles
- KnowledgeUnderstanding of CQC standards, health and safety, and information governanceKnowledge of QOF, PCN structures and NHS access requirements
- QualificationsGood general education, with evidence of leadership or management trainingILM, CMI or AMSPAR qualification
- SkillsStrong organisation, rota planning and problem-solving; confident with data and IT systems; clear communicationProcess improvement or change management experience
- Personal qualitiesCalm under pressure, approachable, dependable and committed to patient-centred careExperience working with a diverse patient population
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
St James Surgery
Address
Gains Lane
Devizes
Wiltshire
SN10 1QU
United Kingdom
Employer's website
https://www.devizespcn.nhs.uk/st-james-surgery/ (Opens in a new tab)