Job Description - Practice Index



Job Description

Operations Manager

|Job title: |Operations Manager |

|Work location: |Manor surgery, Oxford |

|Hours of work: |37.5 hours per week |

|Responsible to: |Strategic Business Manager |

|Accountability: |Partners |

|Terms of reference: |To assist the Strategic Business Manager in the management of the practice to deliver high|

| |quality care to the patient population. |

|Organisational relationships: |Liaises with: |

| |Internally: all other members of the practice team |

| |Externally: the patients, CCG and NHSE, community services, OxFed (Oxford city GP |

| |federation) local practice managers group, hospital services and members of other |

| |statutory bodies |

Thank you for your interest in the position of Operations Manager at the Manor Surgery, Oxford.

This is a role has been created to support the Strategic Business Manager in carrying out day-to-day activity and to provide cover and advice when they are not available. It is a new role within the practice so the applicant needs to be versatile and eager to grow into the role and adapt to the changing needs of the practice.

The post holder will work closely, and under the direction of the Strategic Business Manager and Partners to improve standards across a wide range of clinical and administrative activity. The areas will include Administration, HR, IT and Project Management. They will need to work independently and confidently but know their limitations and know when to seek advice. The position is suitable for someone who wishes to demonstrate initiative and to develop his or her own skills further with a view to progression.

The coming years in general practice will provide an exciting and challenging time and we are looking for someone who can meet these challenges and take the Manor Surgery forward whilst maintaining our high clinical and administrative standards.

Please find enclosed some information about the practice, the role of Operations Manager within the practice and the type of person we are looking for. If you are a highly motivated manager, able to promote a positive and productive team spirit and with experience of staff and premises management along with providing high standards of customer service then we look forward to receiving your application and meeting you.

To apply please send your CV (of not more than 4 pages) along with a covering letter detailing the reasons you believe you are suitable for the role either by email to occg.pm.manor@ or by post Manor Surgery, Osler Road, Oxford, OX3 9BP. The closing date for applications is Friday 30th June, with interviews being held on Friday 14th July.

We would hope to have someone in post by early October, but would be prepared to wait for the right candidate.

About Manor Surgery

Location

We are located in Headington, Oxford, in close proximity to the John Radcliffe Hospital. We are well served by bus routes and are near to the local shopping facilities.

The Practice

The Manor Surgery is a purpose built surgery originally built in 1983; we have recently undertaken an extensive building project to gain 5 new consulting rooms, a seminar room and improved staff and administrative facilities.

The practice has a current list size of 16,000 and provides medical care for our local population, a number of local residential and nursing homes as well as to Headington School.

We have consistently achieved high QOF (quality outcomes framework) and received a good CQC rating from our inspection last year.

We are a training practice providing education for medical students, F2 Doctors and GP Registrars, we are hoping to include nurse and paramedic training in the very near future.

We are fully computerized using Emis web as our clinical system.

The Doctors

We have five partners and seven Salaried GPs.

Staff

We have six practice nurses, two health care assistants, a phlebotomist and a paramedic.

The Manor Surgery has a great team of support staff and attached health care professionals. We have a large experienced team of administrators secretaries and receptionists. We value our team and meet regularly to discuss issues and how we can improve our systems.

The practice also has a counsellor and midwives from the local maternity unit.

Further information can be found on our website

JOB DESCRIPTION

Job Title: Practice Operations Manager

Hours: 37.5 hours per week

Responsible to: Strategic Business Manager

Job Purpose:

To manage the administrative, operational element of the Manor Surgery as well as ensuring the building is maintained and all statutory requirements are met.

General

• To ensure the smooth and efficient running of the reception and administration departments.

• To facilitate good general practice care of patients

Management

Human Resources

• To provide leadership and management of the non-clinical practice team, currently about 20 members of staff

• To facilitate good communication between all members of the team

• To promote team building, teamwork and cooperation

• To ensure team is aware of practice goals/objectives and understand their role in achieving them

• To arrange well-run regular (minuted) staff meetings and social events.

• To be responsible for the payroll system and input data monthly for the efficient delivery of salaries for all staff on the payroll system

• Ensure the effective recruitment, selection and induction of new staff.

• Ensure performance is managed and there is appropriate supervision of staff.

• Deal with grievances and disciplinary matters as may be required in conjunction with the Partners and Strategic Business Manager.

• Review pay and conditions of staff and advise the Partners and Strategic Business Manger accordingly.

• Ensure that all statutory requirements are fulfilled and adopt changes as and when they occur through advice and templates from Peninsula HR Services

• Ensure staff personnel files are up to date and compliant with legislation. Report to the Strategic Business Manager.

• Ensure regular appraisal of non-clinical staff is carried out with support of the team leads where appropriate.

• Awareness of staff training to ensure compliant with CQC standards.

• Ensure training needs of non-clinical staff are identified and developed with each staff member and an annual training plan is completed as part of the appraisal system.

• Ensure that training is carried out and an accurate training matrix is maintained using the Blue Stream Academy Software. Liaise with The Practice Business Manager on delivery of training.

• Monitor annual leave and TOIL of staff and maintain accurate records. Liaise with the Strategic Business Manager.

• Ensure personnel and attendance records are maintained and notify the Strategic Business Manager of staff absences.

• Arrange Clinical Locum cover when required and ensure mandatory checks are completed.

• Deal with day to day queries from staff and liaise with the Strategic Business Manager where necessary.

Patient Services

• To ensure effective systems are in place for the smooth day to day running of the practice

• To monitor practice systems to ensure optimal delivery of patient services

• To develop and apply practice policies, standards and guidance

• To liaise with the Strategic Business Manager with any complaints, feedback or breakdown in service.

• To be the first point of contact for all Freedom of information enquiries and liaise with the practice FoI lead if any actions are needed.

NHS and statutory obligations

• To keep up to date with NHS developments both in the local health care system and nationally.

• To ensure the practice meets the standards necessary for ongoing registration with the Care Quality Commission

• To ensure the practice meets statutory obligations regarding health, safety and risk management

• To take the lead role in development and adherence to practice risk management procedures and protocols

• To lead on all confidentiality issues relating to data and data sharing enabling patients to opt in or opt out of data sharing

Premises, equipment and supplies

• To ensure that the building is well maintained, is compliant with all legislation and meets the needs of patients, and staff

• To ensure that staff and building occupants are aware of security and fire procedures and these are correctly followed

• To oversee the provision of cleaning and facilities and service management and ensure all contracts are up to date and reviewed annually

• To oversee the ordering of supplies and equipment including clinical supplies

• Ensure appropriate insurance of premises, equipment and stock.

• Liaise with Nurse Manager and administration team to ensure appropriate testing and calibration of clinical equipment as appropriate.

Information Technology

• To maintain an effective IT and telecoms systems within the practice

• To identify developments which would be of benefit and make recommendations to the Strategic Business Manager

• Ensure the training of all personnel and users of the practice IT systems with practical support from EMIS Web.

• Lead on Information Governance and ensure policies are up to accurate and compliant.

• Maintain and update the Practice Website and NHS Choices information

• Ensure confidentiality of data and conformity to the Data Protection Act and Medical Records and Reports Acts and the Freedom of Information Act.

• Support Dr Bashir in his role as the Caldicott Guardian

• Manage the clinical appointment system and support the Reception Manager.

• Smartcard sponsor

• Set up new users on the clinical system

• Ensure that appropriate computer searches, audits and reports are carried out.

Financial:

• Oversee the submission of all monthly, quarterly, annual and ad hoc financial claims using the CQRS system and other submission methods as directed by the Strategic Business Manager

• Complete payroll monthly through the outsourced payroll services company

• Raise invoices and ensure proper records are maintained for non-NHS fees

• Banking

• Maintain the filing systems for finance

• Ensure correct payment of suppliers and expenses.

• Ensure correct billing for services and systems to reclaim monies owed.

• Ensure appropriate control of the petty cash account using appropriate software.

Management of operational systems:

• Oversight of all operational systems, including the telephone system, appointments system, messages, visits, results, prescribing systems, access, incoming mail, scanning, etc.to achieve function at an optimum level all times. Manage the systems through delegation to staff team leaders.

• Oversight of systems under the Quality and Outcome Framework (organisational and clinical) including monitoring of points attainment with support of the Partners and Administrative Team

• Approve and help to implement enhanced services and other contractual services.

Care Quality Commission:

• Advise the partners on action needed to maintain compliance with the CQC requirements, and ensure the practice systems and procedures meet the Essential Standards.

• Ensure policies and procedures are updated and maintained.

• Manage the process by which the practice maintains registration under the CQC.

• Support the partners through any inspection visits from the CQC.

• Implement and follow up any action or improvements required by the CQC in order to maintain registration.

• Assist with filing and paperwork trails to support procedures using GP Team Net.

• Liaise with the Registered Manager regarding statutory notifications.

NOTE

This job description is not exhaustive and is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post holder commensurate with the position and the post holder will be provided with support from other members of the clinical and support staff where appropriate.

Practice Operations Manager

Person Specification

| |Essential |Desirable |

| | | |

|Academic/ |Educated to degree level/ diploma or evidence of working to|Recognised Management Qualification |

|Vocational Qualifications |similar level | |

| |Demonstrable commitment to professional development | |

| | | |

|Experience in |Customer Service and dealing with the public/patients |Primary Care experience |

| | | |

| |Health care management (admin basis) | |

| | |Change Management |

| |Human Resources Administration | |

| | |Data Management |

| |Leadership and people management in a similar sized | |

| |organisation |Project administration/ management |

| | | |

| |Staff recruitment, training and appraisal | |

| | | |

| |Health and safety legislation, risk management | |

| | | |

| |Facilities management | |

| | | |

| |Handling confidential information | |

| | | |

| | | |

| | | |

| | | |

|Knowledge/ |Ability to apply a ‘solution focused’ approach to problem |Competence in use of clinical software packages Emis |

|Skills |solving |Web and Docman |

| | | |

| |Excellent communication skills, verbal and written |Creating reports as directed |

| | | |

| |Ability to negotiate, influence and manage | |

| |conflict/disputes | |

| | | |

| |Minute taking | |

| | | |

| |Diary Keeping | |

| | | |

| |Excellent IT skills to include Microsoft Office, especially| |

| |Excel and Word | |

| | | |

| |Time management and ability to delegate | |

| | | |

|Qualities/ |Quick thinking and confident |Ability to deal with external organisations at a |

|Attributes | |management level |

| |Able to work to direction and to work under own momentum | |

| | | |

| |Good communicator | |

| | | |

| |Able to suggest solutions to problems | |

| | | |

| |Work accurately and efficiently | |

| | | |

| |Exceptional at organising and prioritising workload | |

| | | |

| |Able to treat all information with confidentiality, | |

| |sensitivity and discretion – patient information, practice | |

| |information and information regarding colleagues | |

| | | |

| |Intuitive and resourceful | |

| | | |

| |Loyalty and integrity | |

| | | |

| |Sense of humour | |

| | | |

|Other |Willing to work flexibly as needed |Full UK driving license |

| | | |

| |Good attendance record |Non-smoker |

| | | |

| | |Smart appearance |

Principal Contract Terms

This post is a permanent position on a full-time contract of approximately 37.5 hours per week although we would consider a 4 day week for the right candidate. The exact hours each day can be agreed with the successful candidate in order to fulfil both the needs of the practice and candidate.

The post holder will need to be flexible on some occasions in order to attend external meetings and represent the practice. The practice also offers a Time off In Lieu policy.

This role and number of hours of this post has been carefully considered. The successful candidate will benefit from a close working relationship with our Team of senior administrators and the reception and nursing team managers as well as support from a team of senior strategic managers who are responsible for financial and business strategic decisions across a number of local practices.

Salary:

The salary is negotiable depending on qualifications and experience. Salaries are paid monthly in arrears. There will be an annual review of salary

Probationary Period:

There will be a six-month period of mutual assessment, during which time the period of notice will be one week on either side. Reviews of performance will take place every three months in the first year.

Annual Leave and Study Leave:

Annual leave entitlement will be five weeks, pro rata, plus statutory public holidays. Time off to attend relevant training courses and updates will be approved in agreement with the Strategic Business Manager and Partners.

Pension Scheme:

Entrance into the NHS Pension Scheme is automatic unless the post holder selects to opt out of the Scheme. This is a contributory scheme by both employee and employer.

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