You are an enthusiastic, motivated and highly organisedteam player looking to embark on a leadership position as our PracticeOperations Manager. As the successful candidate you will proactively overseedaily administrative activities and ensure the smooth running of theoperational aspects of the organisation. You will join a visionary managementteam comprising the Practice Business Manager and 3 GP Partners who arededicated to providing a high-quality, forward-thinking service to our community,and ensuring staff wellbeing within an open and safe organisational culture.
Your role will be key to the smooth running of patientservices, staff co-ordination and operations showcasing skills in organisation,people management, communication, strong governance and responsibility.
This is a dynamic and progressive role where you willbe supported to contribute to our vision of Innovating healthcare, empoweringindividuals and uniting the Windsor community for a healthier future.
Main duties of the job
The role involves the following aspects of Practice Operations:
Operational
Compliance& Governance
IT &Systems
Human Resources
Communication
Development& Quality Improvement
Equalityand Diversity
About us
Sheet Street Surgery is in the heart of Windsor town centre, near the historic Windsor Castle and opposite the Victoria Barracks from where the change of guards takes place 3 times a week! This is truly a unique practice.
Our practice services 9200 residents of the Royal Borough of Windsor and Maidenhead with a diversely experienced team made up of Clinical, Nursing, Allied Health Professional, Administrative and Reception staff.
Our vision is forward thinking and proactive to ensure we provide the best service we can to our population. This is manifest by providing a supportive and learning culture where all staff are encouraged to develop skills and experience in allied areas of the organisation.
You will feel very welcome and an integral part of the organisation from the beginning!
Job responsibilities
Practice Operations Manager
Reporting to: Practice Business Manager/GP Partners
Responsible for: Administrative, nursing, medical, PCN team members/Direct reports Team Leaders
Hours: 30-35 hours/week
Salary: £33,241 to £36,174 Full Time Equivalent (37.5 hours). Pro Rata -Dependent on skills and experience.
Leave allowance: 27 to 30 days + 8 Public Holidays (Full Time Equivalent). Pro Rata Dependent on experience
Experience: General Practice Experience Essential/Highly Desirable. Operational and Senior Customer/Client Service Experience Highly Desirable
Primary Areas of Responsibilities :
Operational:
* Managing and supervising the performance of non-clinical staff (Reception/Secretarial/Administrative) and associated functions.
* Rota management to ensure adequate staffing and co-ordination of staff to room space availability
* Liaise with clinical leads and administrative staff to ensure seamless practice functioning
* Deputise core duties for the practice business manager covering leave periods.
* Oversee patient access, appointment and triage systems, workflow and general administration.
* Handle patient queries, feedback and complaints, providing prompt and courteous responses.
* Ensure patient records are accurately maintained and comply with confidentiality regulations (Data Protection Act and GDPR).
* Support initiatives to improve patient experience and satisfaction.
Compliance & Governance:
* Assist in ensuring the practice complies with CQC (Care Quality Commission) standards, NHS regulations, and other legal requirements.
* Help manage practice policies and procedures, ensuring these are kept up-to-date and adhered to by staff.
* Support interval premise and fire safety checks and audits
* Monitor health and safety standards within the practice.
* Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
* Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business
* Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed
* Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised
* Demonstrate due regard for safeguarding and promoting the welfare of children and vulnerable adults.
IT & Systems:
* Oversee the effective use of the practices IT systems, including patient management software like EMIS, DocMan, ICE, AccuRx, EConsult and digital telephony systems.
* Help troubleshoot IT issues and liaise with technical support when necessary.
* Assist in implementing new technologies and systems that improve practice efficiency.
Human Resources:
* Ensure staff recruitment, induction, and training of staff and students.
* Management of staff performance, mandatory training, appraisals, and development plans.
* Maintaining staff HR records in line with practice policy and CQC regulations.
* Oversee staff leave/absence records, ensuring adequate cover at all times.
Communication:
* Act as a point of contact for staff.
* Ensure effective communication between practice staff, patients, and external stakeholders.
* Attend and contribute to practice meetings and staff briefings.
Development & Quality Improvement:
* Support the Practice Business Manager in identifying and implementing process improvements.
* Help with audits and quality improvement projects aimed at enhancing practice efficiency and patient care.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
o Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
o Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
o Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights
Person Specification
Qualifications
* .
* .
Experience
* General Practice/Primary care experience
* Leadership and Team management Experience
* Compliance and Regulations Experience
* Compliments and Complaints Handling Experience
* Senior Customer/Patient services Experience
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.
£33,241 to £36,174 a yearFTE. Pro Rata for Part time - DoE
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