Job summary 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: 3.Training and Auditing 4.Covering Sick Leave 5.Appointments, Ledgers, and Rotas 6.Telephones and Tasks 7.Registrations and Deductions 8.Document Processing 9.Patient Feedback 10.Meeting Attendance 11.Patient Participation Group (PPG) 12.Health and Safety 13.Maintenance 14.CQC Compliance 15.Prescriptions About us Lionwood Medical Practice is a GP practice located in the East of Norwich, our practice list size is 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. Date posted 13 January 2025 Pay scheme Other Salary £37,000 to £42,000 a year Contract Permanent Working pattern Full-time Reference number A5800-25-0001 Job locations 30a Wellesley Avenue Norwich Norfolk NR1 4NU Job description 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 that 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 practices training lead. Ensure all team members are up-to-date with the latest procedures and protocols, this includes updating policies and protocols where necessary, inline with guidance. Conduct regular audits to ensure compliance with internal policies and external regulations, such as CQC and ICB. Work in partnership with the data protection officer to ensure sensitive and confidential data is used appropriately. Provide feedback and implement improvements based on audit findings, this includes leading the daily team huddles, being part of the bi-weekly clinical meeting and practice development meetings. 4. Covering Sick Leave Arrange cover for team members on sick leave to maintain service levels, working in partnership with the practice management team and clinical lead. Ensure that temporary staff are adequately trained and briefed on their duties. 5. 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. Work to reduce the Did Not Attend rates within the practice t, to ensure appointment optimisation. 6. Telephones and Tasks Oversee the handling of telephone 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. Implement systems to track and prioritise tasks. 7. Registrations and Deductions Manage patient registrations, ensuring all necessary documentation is recorded and completed accurately. Process registrations and deductions within a timely manner. 8. Document Processing Ensure all documents, including patient records and correspondence, are processed and filed correctly. Maintain confidentiality and comply with data protection regulations. Work with the data processing team to ensure processes are adhered to and that ample support is provided to the team. 9. Patient Feedback Gather and analyse patient feedback to identify areas for improvement. Implement changes based on feedback to enhance patient experience. Communicate feedback and improvements to the team. 10. Meeting Attendance Attend relevant meetings, such as management and staff meetings, to represent the Administration team. Provide updates on reception activities and contribute to decision-making processes. 11. Patient Participation Group PPG Liaise with the PPG to gather patient insights and feedback. Attend PPG meetings and provide updates on administrative activities. Implement changes based on PPG feedback to improve patient services. 12. Health and Safety Ensure compliance with health and safety regulations. Conduct regular risk assessments and implement measures to mitigate risks. Provide health and safety training to the reception team where appropriate 13. Maintenance Oversee maintenance of the practice and equipment, ensuring sufficient reporting mechanisms are in place. Ensure that any maintenance issues are addressed promptly. Coordinate with external contractors for repairs and maintenance as needed. 14. CQC Compliance Ensure compliance with Care Quality Commission CQC standards. Prepare for and participate in CQC inspections. Implement any recommendations from CQC inspections to improve service quality. 15. Prescriptions Oversee the processing and management of prescriptions on a day to day basis. Ensure that prescriptions are handled accurately and efficiently, including raising any concerns to the clinical lead and senior pharmacist. Address any issues related to prescription processing. 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 Job description 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 that 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 practices training lead. Ensure all team members are up-to-date with the latest procedures and protocols, this includes updating policies and protocols where necessary, inline with guidance. Conduct regular audits to ensure compliance with internal policies and external regulations, such as CQC and ICB. Work in partnership with the data protection officer to ensure sensitive and confidential data is used appropriately. Provide feedback and implement improvements based on audit findings, this includes leading the daily team huddles, being part of the bi-weekly clinical meeting and practice development meetings. 4. Covering Sick Leave Arrange cover for team members on sick leave to maintain service levels, working in partnership with the practice management team and clinical lead. Ensure that temporary staff are adequately trained and briefed on their duties. 5. 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. Work to reduce the Did Not Attend rates within the practice t, to ensure appointment optimisation. 6. Telephones and Tasks Oversee the handling of telephone 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. Implement systems to track and prioritise tasks. 7. Registrations and Deductions Manage patient registrations, ensuring all necessary documentation is recorded and completed accurately. Process registrations and deductions within a timely manner. 8. Document Processing Ensure all documents, including patient records and correspondence, are processed and filed correctly. Maintain confidentiality and comply with data protection regulations. Work with the data processing team to ensure processes are adhered to and that ample support is provided to the team. 9. Patient Feedback Gather and analyse patient feedback to identify areas for improvement. Implement changes based on feedback to enhance patient experience. Communicate feedback and improvements to the team. 10. Meeting Attendance Attend relevant meetings, such as management and staff meetings, to represent the Administration team. Provide updates on reception activities and contribute to decision-making processes. 11. Patient Participation Group PPG Liaise with the PPG to gather patient insights and feedback. Attend PPG meetings and provide updates on administrative activities. Implement changes based on PPG feedback to improve patient services. 12. Health and Safety Ensure compliance with health and safety regulations. Conduct regular risk assessments and implement measures to mitigate risks. Provide health and safety training to the reception team where appropriate 13. Maintenance Oversee maintenance of the practice and equipment, ensuring sufficient reporting mechanisms are in place. Ensure that any maintenance issues are addressed promptly. Coordinate with external contractors for repairs and maintenance as needed. 14. CQC Compliance Ensure compliance with Care Quality Commission CQC standards. Prepare for and participate in CQC inspections. Implement any recommendations from CQC inspections to improve service quality. 15. Prescriptions Oversee the processing and management of prescriptions on a day to day basis. Ensure that prescriptions are handled accurately and efficiently, including raising any concerns to the clinical lead and senior pharmacist. Address any issues related to prescription processing. 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 Person Specification Experience Essential 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 Person Specification Experience Essential 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. Employer details Employer name Lionwood Medical Practice Address 30a Wellesley Avenue Norwich Norfolk NR1 4NU Employer's website https://www.lionwoodmedicalpractice.nhs.uk/ (Opens in a new tab)