Lionwood Medical Practice is excited to welcome a professional, conscientious, and highly effective Operations Lead to our friendly team.
In this role, you will report to the practice management team. Your primary responsibility will be to provide NHS professional services, ensuring the highest standards of care for both registered and temporary patients.
Main duties of the job
1. Management of Administrative Team
2. Training and Auditing
3. Appointments, Ledgers, and Rotas
4. Telephones and Tasks
5. Registrations and Deductions
6. Document Processing
7. Health and Safety
8. Maintenance
9. CQC Compliance
10. Prescriptions
About us
Lionwood Medical Practice is a GP practice located in the East of Norwich, with a practice list size approaching 15,000. We are a friendly and diverse team of healthcare professionals who provide a diverse range of clinical services for our patient population.
Job responsibilities
Job Title: Operations Lead
Location: Lionwood Medical Practice
Reports to: Practice Manager and Assistant Practice Manager
Job Purpose: To oversee and manage the Administrative Team at Lionwood Medical Practice, ensuring efficient and effective operations to create a safe and effective General Practice for patients, staff, and visitors.
Key Responsibilities:
1. Management of Administrative Team: Lead, motivate, and manage the administrative team to ensure high standards of patient care and patient satisfaction. Ensure day-to-day operations within the team are completed to their highest possible standards. Conduct regular audits to assist with performance reviews. Address any performance issues promptly and effectively. Foster a positive and collaborative team environment, promoting an environment for staff to learn and develop.
2. Return to Work and Managing Sickness: Oversee the return-to-work processes, ensuring employees are supported and company policies and procedures are followed. Maintain accurate sickness records and monitor patterns of absenteeism. Ensure HR processes are followed with support from the Assistant Practice Manager.
3. Training and Auditing: Organise and deliver comprehensive training sessions for new and existing reception staff, working in conjunction with the practice's training lead. Ensure all team members are up-to-date with the latest procedures and protocols, including updating policies and protocols where necessary, in line with guidance. Conduct regular audits to ensure compliance with internal policies and external regulations, such as CQC and ICB.
4. Appointments, Ledgers, and Rotas: Manage appointment scheduling, ensuring efficient use of resources and minimal missed appointments. Maintain accurate and up-to-date ledgers for all appointments, in line with local and national contractual obligations and service level agreements (SLA). Prepare and manage staff rotas, ensuring adequate coverage during all operating hours.
5. Telephones and Tasks: Oversee the handling of all calls made to and from the practice, ensuring prompt and courteous responses. Ensure that all tasks assigned to the reception team are completed efficiently and accurately.
6. Registrations and Deductions: Manage patient registrations, ensuring all necessary documentation is recorded and completed accurately. Process registrations and deductions in a timely manner.
7. Document Processing: Ensure all documents, including patient records and correspondence, are processed and filed correctly. Maintain confidentiality and comply with data protection regulations.
8. Health and Safety: Ensure compliance with health and safety regulations. Conduct regular risk assessments and implement measures to mitigate risks.
9. Maintenance: Oversee maintenance of the practice and equipment, ensuring sufficient reporting mechanisms are in place. Coordinate with external contractors for repairs and maintenance as needed.
10. CQC Compliance: Ensure compliance with Care Quality Commission (CQC) standards. Prepare for and participate in CQC inspections.
11. Prescriptions: Oversee the processing and management of prescriptions on a day-to-day basis. Ensure that prescriptions are handled accurately and efficiently.
Qualifications and Skills:
* Proven experience in a similar role within a healthcare setting.
* Strong leadership and management skills.
* Excellent communication and interpersonal skills.
* Ability to handle multiple tasks and prioritise effectively.
* Knowledge of health and safety regulations and CQC standards.
* Proficiency in using relevant software and SystmOne.
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.
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