Operations Manager

An exciting opportunity has arisen at Ivy Grove Surgery, Ripley. We are looking to recruit an accomplished, experienced, and highly motivated Operational Manager to join our well-established Practice Management Team.

We are a large, friendly, innovative GP practice scoring very highly on QOF, rated good by the CQC. We are members of the ARCH PCN and have worked closely with the other PCN practices for well over a decade.

Main duties of the job

The Operational Manager will assist with the smooth functioning of the Practice on a day-to-day basis. The successful candidate will ideally have previous experience of business management, as well as IT systems management; experience with the EMIS clinical system would be an advantage but is not essential for the right candidate. Good communication skills and an ability to work with individuals, groups, and outside organisations are essential, as is the enthusiasm to adapt to the ever-changing priorities of the NHS.

As part of our Management structure, the Operational Manager will be a key part of the Management Team, working closely alongside a further Operational Manager and the Practice Business Manager. It is a requirement of this role to deputise for the Practice Business Manager as required. This role is responsible for the day-to-day management of the Administration team. Prior healthcare experience would be an advantage, but identifying a candidate with the necessary skills and a strong work ethic is our priority.

About us

Practice Summary

• Located in a purpose-built primary care centre on the edge of Ripley town centre.
• List size of 10,700 patients.
• Very experienced clinical team comprising: 5 GP Partners, 1 salaried GP, 2 retainer GP, 1 ACP, 4 Practice Nurses, 1 HCA & 1 TNA. We also have a complement of ARRS PCN staff including Clinical Pharmacists, Pharmacy Technicians, Social Prescribers, and an allied Community Team including Community Matron, Care Coordinators, and District Nurses.
• The practice has an established admin team consisting of 3 Medical Secretaries, 5 Health Records Officers, 12 Patient Care Advisors, and 2 Patient Care Advisor Team Leaders. The management team consists of 2 Operational Managers and 1 Practice Business Manager.
• We use EMIS Web clinical system, with support systems including AccuRx, TeamNet, Fairway Training (for payroll), Ardens Templates, and SystmOne.

Job responsibilities

The following are the core responsibilities of the Operational Manager. This job description does not represent an exhaustive list of duties and may be amended in light of practice and service changes and developments. 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 Operational Manager is responsible for:

• Compliance.
• Technical infrastructure e.g. IT and telephone systems.
• Ensuring the practice meets its clinical targets.
• Management of back office and support staff and systems.
• Management of specific projects e.g. flu and covid vaccination program.
• Policies and Protocols.
• Confidentiality/Information Governance.
• Ad hoc non-clinical issues, processes, and responses.
• GENERAL
• The post-holder will need to become familiar with all functions of the Practice clinical system and applications, plus national and local quality standards for primary care/general practice.
• To undertake regular delegated tasks and special projects as delegated by the Practice Business Manager.
• As necessary, to attend any meetings as requested or on behalf of the Practice and undertake follow-up action.
• Assist the Practice Business Manager in compiling and updating policies and procedures in all areas of the Practice.
• Ensure effective delegation where appropriate.
• Contribute to Practice strategy, formulate objectives, and research and develop ideas for future Practice development and Confederation working.
• Assist the Practice Business Manager in the writing of business plans, where appropriate undertaking any research required.
• The range of work undertaken in providing management support will vary in detail in the light of changing demands and priorities within the Practice.
• Support the Practice and Practice Business Manager in maintaining its CQC Good rating whilst striving towards Outstanding.
• Liase with the team in monitoring of the Quality and Outcomes Framework to ensure all targets are being met.
• ORGANISATIONAL
• Carry out audits and reports as required.
• Review processes and guidelines as required.
• Maintain registration policies and monitor patient turnover and capitation in collaboration with the reception team leaders.
• With the Practice Business Manager, oversee and manage effective appointment planning.
• Provide first point of contact for patient advice and queries.
• INFORMATION MANAGEMENT AND TECHNOLOGY
• Be the first point of contact for IT issues within the practice. Work with system suppliers and the Practice Business Manager to solve any problems. Advanced user (super user) of the Practice clinical system to enable intricate data analysis. Become proficient on the practice TeamNet (intranet) including ensuring staff are using it correctly and the content is reviewed regularly. Keep abreast of the latest developments in primary care IT and where appropriate inform the practice team. In conjunction with the Practice Business Manager, ensure that the Practice has effective IT data security. Organise, oversee, and evaluate IT training.
• CONFIDENTIALITY
• In the performance of the duties outlined in this job description, the post holder will have access to confidential information relating to patients and their carers, Practice staff or other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source 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.
• Communication
• The post holder should recognise the importance of effective communication within the team and will strive to:
• Communicate effectively with other team members, external agencies and organisations, with patients and carers and the Patient Participation Group (PPG) as and when appropriate. Recognise people's needs for alternative methods of communication and respond accordingly. Respond appropriately to any Freedom of Information requests.
• Equality & Diversity
• The post holder will support the equality, diversity, and rights of patients, carers, and colleagues, and will:
• Act in a way that recognises the importance of people's 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.
• Behave in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities, and rights.

Person Specification

Qualifications

• Experience working with the general public in a healthcare setting.
• Experience of workforce planning, forecasting, and development.
• EMIS/System One/Vision user.
• Experience in managing large multidisciplinary teams.
• Experience of chairing meetings, producing agendas, and minutes.
• Flexibility to work outside core hours.
• Full UK driving licence.

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.