About this role
Job summary
We are looking for an enthusiastic and hard-working individual to join our team to provide support to the Practice Manager, doctors, health professionals and non clinical teams.
The Operations Manager will focus on the day-to-day patient-facing operations of the practice and be responsible for human resources, patient communications, and internal communications. The role will also involve the line management of some administrative staff. To provide leadership and direction to staff, always acting as a role model to them.
In addition, the Operations Manager will support the Practice Manager with all aspects of practice functionality; including optimising efficiency and ensuring that the practice achieves its long-term strategic objectives in a safe and effective working environment.
Main duties of the job
To assist the Practice Manager in the day-to-day operational management of the practice to deliver high quality care to the patient population and ensure the smooth running of the practice are met.
Key Responsibilities see job description for full details.
Deputise for the Practice Manager when absent
HR management including recruitment, appraisals, staff development
Regulatory compliance with CQC, and GDPR
Financial support to Finance Officer for processes, budgets, claims and cost control.
Patient experience improvement including complaints handling and access optimisation
Digital and IT systems management including EMIS Web, telephony and reporting.
Service development aligned with NHS Priorities and practice goals.
About us
Clevedon Medical Centre is a friendly, forward thinking GP surgery in the lovely seaside town of Clevedon in North Somerset. We are committed to delivering excellent patient care and always strive to improve our services for patients where we can. We are part of the Gordano Valley PCN, our current list size is approximately 16,500 patients and we have a varied clinical team comprised of 5 GP partners and 10 salaried GPS, who work very closely alongside clinical professionals such as ACP's, pharmacists, nurses and HCAs. These roles are supported by a very skilled non clinical team and in total we have approximately 85 staff.
Job description Job responsibilities
Responsibilities
Management and HR
Oversee the day-to-day operation of the practice, supported by departmental managers
Line management of the following staff - Reception Supervisor, Admin Team Leader, Rota Manager, Research Team
Recruitment of clinical staff (including locums) adverts, job descriptions and specifications, interviews, offer letters, contracts, and inductions, vaccinations records
Support recruitment of non-clinical staff with departmental managers, job descriptions and specifications, interviews, offer letters, contracts
Working with the Practice Manager to review and regularly update job descriptions and person specifications ensuring all staff are legally and gainfully employed
Annual appraisals with departmental managers and as and when necessary, support them with their team appraisals
Support annual leave allocation and requests for departmental managers
Support the departmental managers with staff sickness and ensure robust processes are followed, along with monitoring regular themes from return-to-work interviews
Ensure all staff have had an exit interview and leaver forms are processed
Support the practice with implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare
Maintain and update HR policies ensuring the practice is compliant with employment legislation
Oversee the staff training process to ensure all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively
Ensuring effective internal communications
Finance
Support the procurement of practice equipment, supplies and services within the budget
Support Finance Officer with ARR Reimbursement claims within the PCN
Submission of manual and automatic CQRS
Support with NHS Pension administration (AW8, management of the online system)
Claiming for coils and implants from North Somerset Council quarterly
Contractual and Compliance
Support as primary point of contact for NHSE, ICB, PCN and other external organisations and stakeholders
Supporting the Practice Manager with the compliance within its NHS contractual obligations
Supporting the Practice Manager ensuring deadlines are met for Enhanced Services, QOF
Implementing systems to ensure compliance with CQC regulations and standards with departmental managers
Support Practice Manager with the annual review of Business Continuity Plan
To manage the processes for incident reporting
Implement the complaints process, ensuring complaints are dealt with in a timely manner and, where necessary, escalated to the next level
Yearly submission of K041B to NHSE
Quality alert other teams members to issues of quality and risk
Overseeing the Practice Research activities, working with the clinical teams and ensuring that all compliance to run searches are met within the guidelines
Ensuring all compliance policies are reviewed and up to date
Deputise and Support to the Practice Manager
Support with the development of the practice strategy in line with the aspirations of the Partners
Representing the practice locally as required for both internal and external meetings
To be the main Practice link to the Patient Participation Group
Help with the production of business plans and costings in response to new initiatives or workforce planning requirements
Assist with identification of trends and devise solutions to reduce risk and repeated occurrences of significant events
Support the practice with continuous improvement and changes initiatives
To ensure high quality, friendly and approachable patient services, appointment booking, and patient involvement
To deputise for the Practice Manager in their absence
IT
Support the Practice Manager with IT Related queries
Keep up to date with training on all systems so can support colleagues
Support care coordinators with the external communications for social media messaging
Create EMIS searches as and when needed
General Terms & Responsibilities
To undertake any other duties that may be reasonably requested of the post holder to help the practice run smoothly To ensure that you and others take notice of and operate within relevant Health & Safety guidelines
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights
Person Specification
Experience Essential
Experience of delivering operational activities in a fast paced environment Experience of working with patients, customers, or the general public HR and employment law, including performance management, appraisal process, staff development and disciplinary procedures Line management experience Successfully developing and implementing projects
Desirable
Working in general practice/primary care Workforce planning, forecasting and development
Qualifications Essential
Good standard of Education with excellent literacy and numeracy skills Leadership/management qualification (or working towards one), or equivalent leadership/management experience
Skills and Knowledge Essential
Excellent communication skills, written, oral and presenting Strong IT skills Proven problem solving & analytical skills Ability to prioritise, delegate and work to tight deadlines. Leadership qualities and the ability to motivate staff Effective time management and ability to prioritise Ability to network and build relationships Motivated and proactive and able to show initiative Ability to drive change
Desirable
Full UK driving License
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 Clevedon Medical Centre
Address Old Street
Clevedon
North Somerset
BS21 6DG
United Kingdom
Employer's website https://www.clevedonmc.nhs.uk/ (Opens in a new tab)