Practice Operations Manager

Francis Grove Surgery is seeking to recruit a Practice Operations Manager for our GP practice in central Wimbledon. Salary may be negotiable depending on experience. You would be part of our friendly, supportive and committed management team, consisting of the Practice Business Manager, an Administration Manager, a Data and Quality Assurance Manager, Nurse Manager and Reception Manager. The wider practice team is made up of 10 GPs, an ANP, 3 Nurses, a HCA, Phlebotomists and we also have a range of PCN staff working with the practice also.

The practice is very busy, but a lovely place to work (and we have air conditioning!). The patients are on the whole understanding and supportive of the practice team and what we try to do. Alot of the feedback we receive mentions the team going above and beyond to offer patients the best service we can\-which we are very proud of.

As the Operations Manager you will be responsible for ensuring the day to day management and running of the practice is efficient and smooth, patient experience is as good as it can be, ensuring effective recruitment, training and development of our staff, managing complaints and making necessary changes based on learnings and other aspects of running the practice which are detailed in the job description below.

In this last year we have acquired an additional floor in our current premises and an additional 6 clinical rooms, so we are keen to expand the services we offer to our patients.

We are ideally looking for an experienced manager, with demonstrable leadership skills combined with excellent organisational and communication skills, and a helpful manner and a ‘can\-do attitude’. We require you to have a good instinct for IT systems and problem solving, along with a proven ability for implementing system changes. You will have a patient or customer care background and experience.

You will need to be comfortable with personal accountability and self\-direction, be able work on your own initiative, ensure deadlines are met, comfortable with having difficult conversations with staff members and patients and be able to motivate and lead teams. If this is you, then we would love to hear from you.

We very much look forward to receiving your application and hopefully welcoming you to our team!

For further information, or if you have any questions about this position, please contact: Practice Business Manager, Lynsey Buckles on 0203 947 3517

Francis Grove Surgery is an established GP practice in the heart of Wimbledon. The practice is a 4 partner practice, with a list size in excess of 14,700 patients. It is situated in modern premises on the ground, first and second floor in the Courtyard Development only minutes’ walk away from stations, shops, cafes and Wimbledon Shopping Centre.

Wimbledon is a vibrant and popular suburb of London with excellent links to other parts of London via underground and over ground stations, buses and trams. Much of the area is made up of comfortable private housing with very little social deprivation. The practice population is well informed, comprising a large number of working professionals and their young families.

Francis Grove Surgery has an excellent reputation locally and feedback from patients is on the whole very good. We obtained an overall ‘Good’ CQC rating at our last inspection. In recent years we have invested in expanding the team, providing robust management and support structures for all staff and have a genuinely caring team.

The practice strives to maintain the core values of traditional General Practice and provide good continuity of care. We aim to provide a service which is responsive to the needs of the population with good quality care, respecting diversity and human rights. The practice provides good access to those who need services and encourages a culture of learning, embracing change and celebrating progress.

JOB DESCRIPTION

JOB TITLE: Operations Manager

REPORTS TO: Practice Business Manager \& Partners

HOURS: 37 hours per week

TYPE OF CONTRACT: Permanent

Job summary:

The Practice Operations Manager is a vital role within the practice, providing on site leadership and guidance and supporting both clinical and non\-clinical colleagues. You will be responsible for managing the day to day operational running of the practice, ensuring that all staff employed by the practice function efficiently and effectively and patients are happy with the services they receive from the practice.

Attention to detail, can do attitude and flexibility in the role is vital as is the ability to juggle multiple priorities. This is a high profile, challenging and rewarding role and requires the post holder to have had previous experience at a management level and line management experience. This role is ideally suited to individuals that thrive in a constantly changing environment and enjoy taking ownership.

DUTIES \& RESPONSIBILITIES

Patient Services:

Develop services which best serve the needs of the practice’s patient population.

a) Develop, implement and promote new and existing patients’ services.

b) Have oversight and responsibility for the day to day running of the practice, ensuring we are adequately staffed.

c) Support and promote staff health and well\-being so as to ensure the team are as able as possible to undertake their role to the best of their ability.

d) Manage patients’ expectations about the services provided at the practice.

e) Ensure patients receive an excellent service from their first point of contact through to their needs being met.

f) Ensure patient information is up\-to\-date and available, such as the practice website, leaflet, patient newsletter, and the welcome messages on the telephone.

g) Regularly review data and processes such a wait times on the phone, the appointment system efficacy, communications with patients for example to ensure improvements are identified and plans implemented and evaluated.

h) Ensure learning from significant events and complaints are implemented and maintained.

i) Manage patient complaints, either informal or formal, using the practice’s in\-house complaints procedure with a view to customer service improvement.

j) Collate information for the annual complaints return and for the monthly governance meeting

k) Ensure staffed are trained and coached effectively in order to provide excellent customer care.

l) Support and promote the practice zero tolerance approach

m) Support and coach the management team to provide effective leadership to their respective teams

n) Deal face\-to\-face with patients as necessary.

o) Ensure relevant staff are undertaking targeted health promotion campaigns periodically throughout the year for

p) Work with the clinical teams to manage situations when clinicians are off sick.

q) Ensuring staff adhere to policy and procedure at all times.

Management of Human Resources:

Ensure that the practice is staffed and resourced (within the budget) by people with appropriate skills, experience and commitment to provide the professional, technical, administrative and inter\-personal expertise needed.

a)Conduct effective recruitment of all new staff, including reviewing applications, shortlisting, organising interviews, completing reference checks and DBS check, ensuring all practice policies and protocols are followed

b) Ensure the practice is compliant with the Fit for Proper Persons CQC requirement

c) Work collaboratively with other duty managers to ensure the practice is running effectively and there is always a duty manager on site to support staff and patients as required

d)Plan and conduct effective inductions of new staff and medical students, ensuring relevant meetings take place within the specified time frames.

e) Ensure payroll have all the relevant information for new starters

f) Complete the quarterly workforce data submission

g) Ensure performance is managed and there is appropriate supervision of staff.

h) Annual calculations, sanctioning, recording and monitoring of staff annual leave

i) Ensure optimum staffing levels at all times with holiday and sickness absences managed.

j) Manage staff absence/sickness, regularly reviewing Bradford scores and taking relevant action when scores are concerning

k) Undertake all return to work interviews with staff following absences.

l) Develop teamwork, ensuring well\-run, regular staff meetings where staff are engaged.

m) Organising away\-afternoons/days and social functions.

n) Oversee the running of the existing staff appraisal scheme, undertaking and documenting appraisals for your direct reports, but also ensuring all the administration and clinical have annual appraisals.

o) Ensure the probation policy is adhered to with regular meetings. Ensure that concerns are raised, documented and plans put in place to address performance concerns at the earliest opportunity.

p) Review patterns, methods of work and skills\-mix for both individuals and teams to ensure their efficient and effective functioning.

q)Ensure personnel and attendance records are maintained.

r) Ensure that all statutory requirements are fulfilled, policies updated and changes are adopted as and when they occur.

s) Ensure confidentiality is maintained at all times and encourage the professionalism of all staff.

t) Ensure training needs are identified and develop with each staff member an annual training plan as part of the appraisal system. Ensure that training is carried out either in\-house or externally, ensuring all mandatory training is completed within the specified time frames.

u) Ensure regular meetings take place with direct reports to gain oversight on their workload and progress with projects/lead areas, enabling effective management, support, delegation and performance management.

v) Provide in\-house training where appropriate on new systems or processes to staff team

w) Support the Management team when required to ensure

This listing is from indeed. View original listing ↗