The following are the core responsibilities of the operations 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 is responsible for:
1. HR: Overseeing the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities, with support from the Business Manager. To act as HR lead and to maintain the appraisal program.
2. Leadership: Providing leadership and guidance for all practice staff with direct line management for the following staff: Patient Service Manager, Senior Administrator, Senior Receptionist, and the administrative elements of the clinical team.
3. Policy Compliance: Ensuring staff adhere to policy and procedure at all times, reviewing and updating practice policies and procedures, and sending updates to the team.
4. Training Program: Developing, implementing, and embedding an effective practice training programme for all staff (clinical and administrative), liaising with external agencies when necessary, booking training sessions for PLT learning, and maintaining a training record.
5. Compliance Management: Manage compliance registers, supporting the business manager, ensuring DBS checks are conducted.
6. Leave Management: Manage and monitor annual leave via Team Net.
7. Recruitment: Recruitment of reception and administration staff, providing staff induction and training. Manage new staff inductions and assure completion of new starter packs with department leads.
8. IT Management: Managing the clinical system, ensuring IT security at all times, including responsibility for registering new users on all platforms needed such as Emis, Docman, Accu RX, and ICE in accordance with new starter form.
9. IT Support: Responding and resolving all local IT issues where appropriate.
10. Clinical System Development: Guiding staff and developing searches and audits on the clinical system.
11. Template and Rota Management: Reviewing and updating clinical templates and rotas, ensuring they relate to current practice model, arranging adequate cover if needed. Ensure adequate room rota for all staff and outside bookings to generate income.
12. Safety Monitoring: Monitoring and disseminating information on safety alerts and other pertinent information.
13. Practice Reports: Support the management team in the compilation of practice reports BAU/Operations.
14. Significant Events: Maintaining the significant event database, providing advice to staff and briefing the team at meetings as required. Training, audits, and reviews of SEA.
15. Audit Program: Developing, implementing, and embedding the practice audit programme (in conjunction with the lead nurse).
16. Absence Coordination: Coordinate all staff absences, maintaining an effective absence register, and performing the necessary reviews in accordance with practice sickness absence policy when required.
17. Asset Management: Manage asset registers and equipment log.
18. Complaint Management: Act as complaints manager, responsible for all complaints, investigating and concluding all formal written complaints, and maintaining an accurate record electronically of all complaints and NHS choices where needed.
19. Leaver Management: Ensure all practice leavers have actioned inboxes and workload delegated to them and communicate to leaver to ensure all work is completed in accordance with leavers form including clinical work, docman, tasks, deactivation of smart card, etc. Prepare leavers interview.
20. Governance Board: Responsible for practice governance board, ensuring relevance and updates on a regular basis.
21. Team Net Management: Maintain and check Team Net on a regular basis to ensure premise checks are being completed in a timely manner.
22. Escalation Letters: Ensure that escalation letters from OOH relating to frequent use of services by patients are investigated and responded to in a timely manner, ensuring documentation for future references.
23. Waste Management: Dealing with all clinical, sanitary, and domestic waste issues and report any concerns to the business manager.
24. Insurance Reports: Oversee the process and work for all insurance reports.
25. Risk Management: Identifying trends and devising solutions to reduce risk and repeated occurrences of significant events.
26. Maintenance Liaison: Liaising with the Assura and handyman, dealing with defects, maintenance, and all other associated tasks.
27. RA Sponsor: RA sponsor for practice, submit application for smart card, manage and check accuracy of current list of practice users.
28. PPG Meetings: Managing, organising, and conducting PPG meetings.
29. COSH Management: Management of COSH.
30. Risk Management: Risk manager, legionella.
31. PAT Testing: PAT testing.
32. Health and Safety Lead: Health and safety lead.
33. Fire Marshal: Act as fire lead.
Secondary Responsibilities: In addition to the primary responsibilities, the deputy practice manager may be requested to:
1. Manage the practice website where needed.
2. Deputise for the business manager in their absence.
3. Act as the primary point of contact for NHS(E), CCG, community services, suppliers, and other external stakeholders in the absence of the business manager.
4. Act as the communication link between the management team and staff.
5. Maintain a working knowledge of CCG initiatives in conjunction with BM.
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