Operations Manager

To support the practice manager in all aspects of practice functionality, motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment.

To manage and coordinate all aspects of practice functionality, motivating and managing staff, patient services, premises and health and safety management.

Through innovative ways of working, support the practice manager leading the team in promoting ED&I, SHEF, quality & continuous improvement, confidentiality, collaborative working, service delivery, learning and development and ensuring the practice complies with CQC regulations.

The following are the core responsibilities of the Operations Manager/Deputy Practice 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/Deputy Practice Manager is responsible for:

a. Supporting the practice manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities

b. Providing leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times

c. Overseeing the administrative elements of QOF, liaising with GPs, nursing staff and administrators

d. Implementing systems to ensure compliance with CQC regulations and standards

e. Reviewing and regularly updating job descriptions and person specifications ensuring all staff are legally and gainfully employed

f. Acting as the lead for recruitment including pre-employment checks and DBS

g. Evaluating, organising and overseeing the staff induction programme

h. Implementing and embedding an effective staff appraisal process

i. Implementing and embedding an effective practice and staff development plan for all staff (clinical and administrative) whilst maintaining a robust training record

j. Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare

k. Leading the management of the clinical system, ensuring IT security and IG compliance at all times and responding to and resolving all local IT issues

l. Actively encouraging and promoting the use of patient online services

m. Updating and acting as the focal point for the practice website and social media sites

n. Guiding staff and developing searches and audits on the clinical system

o. Reviewing and updating clinical templates ensuring they relate to current practice

p. Marketing the practice appropriately to ensure patient population is stable or increasing

q. Managing contracts for and highlighting issues with services i.e., cleaning, gardening, window cleaning etc.

r. Guiding the team to reach QOF targets (supported by the nursing and administrative leads)

s. Ensuring the staff implement the practice wide approach to the management of all patient services matters

t. Managing DNAs, providing data and planning tools coupled with liaison with referred repeat offenders

In addition to the primary responsibilities, the Operations Manager/Deputy Practice Manager may be requested to:

a. Deputise for the PM

b. Lead the management of the Patient Participation Group

c. Implement the complaints process, ensuring complaints are dealt with in a timely manner and, where necessary, escalated to the next level

a. Ensure all staff are aware of the management of the premises, including health and safety aspects and undertake risk assessments and mandatory training as required

b. Monitor and disseminate information on safety alerts and other pertinent information

c. Support the overall practice clinical governance framework, submitting reports for OQF, enhanced services and other reporting requirements using CQRS/ Open Exeter etc.

d. Guide the team to reach QOF targets (supported by the nursing and administrative leads)

e. Brief clinicians on performance levels, advising actions to ensure high achievement across all QOF areas

f. Maintain the significant event database, providing advice to staff and briefing the team at meetings as required

g. Identify trends and devise solutions to reduce risk and repeated occurrences of significant events

h. Develop, implement and embed the practice audit programme (in conjunction with the lead nurse)

i. Support the practice manager in the reviewing and updating of practice policies and procedures

j. Support the practice and management team with continuous improvement and change initiatives

• A-Level or equivalent (preferred)