We're seeking a proactive andenthusiastic Operations Manager to lead our team. This pivotal role involvesoverseeing daily operations, managing staff, and ensuring a positive experiencefor patients. You'll play a crucial part in enhancing communication across ourhealthcare teams and supporting the practice's smooth functioning.
Main duties of the job
This is a role established tosupport the practice as a whole in carrying out day-to-day activities. Theideal candidate will have a passion for health care and possess strongleadership skills to support the smooth operation of the Surgery.
The role is primarily linemanaging the practice reception and administration team and managing theadministration team rota and leave and the clinical team S1 rotas whilst alsohelping with the day-to-day administrative needs of the practice.
You must be an experiencedsupervisor/manager and be able to work on your own initiative.You will haveexcellent communication skills, record keeping, ability to work under pressure,be able to meet the challenges of working to deadlines along with strong ITskills, and extensive knowledge of using SystmOne. Ideally some knowledge ofusing searches and rota management and application.
About us
Station Lane Medical Centre is based in Featherstone and part of Wakefield North PCN and West Yorkshire ICB. The surgery has 5 GP Partners and delivers care to 8000+ patients.
As a practice we are always looking at ways to improve and transform the way we deliver care to our patients and support our staff.
Job responsibilities
Job Summary:
To work closely with the PracticeManager, to provide a timely and responsive service for the implementation andmaintenance of all business, administrative, clinical, and patient services.
To be responsible for theproduction of performance and quality standards within the practice. To managedata quality issues, providing advice and guidance to all practice staff in theuse of the clinical system. To oversee the claims process for work undertakenas part of enhanced national or local services.
To act as practice administratorfor the clinical system and as practice co-ordinator for IT hardware issues,working closely with the ICB and Shared Services as responsibility for computerhardware is transferred.
Job responsibilities:
Human resources
* Ensure personnel records are maintained for all non-clinical staff, including DBS checks, absenteeism, and training records.
* Implement mandatory and personal developmenttraining.
* Implement induction training for new staff.
* Provide regular feedback to administrative staffto aid them in their development and ensure a process of continuousimprovement.
* Supporting development of admin colleague intheir roles.
* Acting as point of escalation for any difficultqueries or concerns and using these as learning points when developing teammembers.
* Ensuring that all administrative staff are acting in accordance with the requirements oftheir roles and the values of the organisation and escalating appropriatelywhere this is not the case.
Organisational:
* Responsibility for overseeing the day-to-daysmooth functioning of the reception and admin team.
* Oversee the reception task lists ensuringworkload is being completed in a timely fashion.
* Deal with low level patient complaints with theaim of resolution before escalating to the Practice Manager.
* Manage reception cover, annual leave requestsand sickness.
* Run weekly reception meetings with responsibilityfor the agenda, minute taking and circulation of all non-clinical meetings.
* Maintain the content of practice website, andproduction of the newsletter and other local publications.
* Responsible for the generation and maintenanceof all clinical rotas and ensuring appropriate cover is sort where required.
* Supports the long-term condition and recalladministrators to ensure all systems are functioning well both for patientsafety and to maximise income.
* Deputise in the absence of the Practice Manager.
Premises and Equipment:
* Delegated responsibility from the PracticeManager, in relation to all aspects of building maintenance and security.
* Oversee Fire Safetyactivity including appointment and training of Fire Marshalls and regular firedrills.
* Responsible for stock maintenance at all levelsand financial efficiency of the same.
Information Technology:
* Implementation and maintenance of all associatedrequirements, upgrades, security, and services supporting the practices ITsystems by liaising with area IT services.
* Audit and maintain confidentiality ofinformation.
Production of Performance andQuality Information:
* To be aware of national, local and practicequality standards for chronic disease management.
* To provide support to clinical subgroups incorrectly identifying and targeting patients for assessment and treatment.
* To ensure staff are aware of the importance ofmaintaining disease registers and assist in the validation process.
* To provide advice and support for clinical subgroupsand to produce regular reports on the progress of these groups in achievingtheir targets.
* To assist in the production of information forclinical audit as requested by the clinical subgroups.
* To work with the ICB/PCN to validate patientinformation, performing regular checks and quality audits.
* To provide support and training for current andnew staff ensuring that data quality guidelines are understood and adhered to.
* Practice administrator for clinical system.
* To oversee the administration of the clinicalsystems, ensuring staff complete housekeeping and back-ups as outlined in thepractice policy.
* To ensure the clinical integrity of the systemworking with the ICB/PCN to implement their guidance.
* To oversee the security and validation processesfor the clinical system.
* To provide support advice and training forcurrent and new practice staff in the use of the clinical system.
* To maintain an equipment log ensuring that ICB/PCNand practice owned equipment is readily identifiable.
* To provide support and training for current andnew staff in resolving simple problems with PCs and printers.
Confidentiality:
* In the course of seeking treatment, patientsentrust us with, or allow us to gather, sensitive information in relation totheir health and other matters. They do so in confidence and have the right toexpect that staff will respect their privacy and act appropriately.
* In the performance of the duties outlined inthis job description, the post-holder may have access to confidentialinformation relating to patients and their carers, practice staff and otherhealthcare workers. They may also haveaccess to information relating to the practice as a business organisation. All such information from any source is to beregarded as strictly confidential.
* Information relating to patients, carers,colleagues, other healthcare workers or the business of the practice may onlybe divulged to authorised persons in accordance with the practice policies andprocedures relating to confidentiality and the protection of personal andsensitive data.
Health & Safety:
The post-holder will implement andlead on the full range of promotion and management of their own and othershealth, safety and security as defined in the practice Health & Safetypolicy, the practice Health & Safety manual, and the practice InfectionControl policy and published procedures. This will include (but will not belimited to):
* Ensuring job holders across the practice adhereto their individual responsibilities for infection control and health andsafety, using a system of observation, audit and check, hazard identification,questioning, reporting and risk management.
* Maintain and up to date knowledge of health andsafety and infection control statutory and best practice guidelines and ensureimplementation across the business.
* Using personal security systems within theworkplace according to practice guidelines.
* Identifying the risks involved in workactivities and undertaking such activities in a way that manages those risksacross the business.
* Making effective use of training to updateknowledge and skills and initiate and manage the training of others.
* Using appropriate infection control procedures,maintaining work areas in a tidy and safe way and free from hazards, andinitiation of remedial / corrective action where needed
* Actively identifying, reporting, and correctionof health and safety hazards and infection hazards immediately when recognised.
* Keeping own work areas and general / patientareas generally clean, identifying issues and hazards / risks in relation toother work areas within the business, and assuming responsibility in themaintenance of general standards of cleanliness across the business inconsultation (where appropriate) with other sector managers.
* Undertaking periodic infection control training(minimum annually).
* Routine management of own team / team areas, andmaintenance of workspace standards.
* Demonstrate due regard for safeguarding andpromoting the welfare of children.
Equality and Diversity:
* The post-holder will support theequality, diversity and rights of patients, carers and colleagues, to include:
* Acting in a way that recognises the importanceof peoples rights, interpreting them in a way that is consistent with practiceprocedures and policies, and current legislation.
* Respecting the privacy, dignity, needs andbeliefs of patients, carers and colleagues.
* Behaving in a manner which is welcoming to andof the individual, is non-judgmental and respects their circumstances, feelingspriorities and rights.
Personal/ProfessionalDevelopment:
* The post-holder will participatein any training programme implemented by the practice as part of thisemployment, such training to include:
* Participation in an annual individualperformance review, including taking responsibility for maintaining a record ofown personal and/or professional development.
* Taking responsibility for own development,learning and performance and demonstrating skills and activities to others whoare undertaking similar work.
Quality:
The post-holder will strive tomaintain quality within the practice, and will:
* Alert other team members to issues of qualityand risk.
* Assess own performance and take accountabilityfor own actions, either directly or under supervision.
* Contribute to the effectiveness of the team byreflecting on own and team activities and making suggestions on ways to improveand enhance the teams performance.
* Work effectively with individuals in otheragencies to meet patients needs.
* Effectively manage own time, workload, andresources.
Communication:
The post-holder should recognizethe importance of effective communication within the team and will strive to:
* Communicate effectively with other team members.
* Communicate effectively with patients and carers.
* Recognize peoples needs for alternative methodsof communication and respond accordingly.
Contribution to theImplementation of Services:
The post-holder will:
* Apply practice policies, standards, and guidance.
* Discuss with other members of the team how thepolicies, standards and guidelines will affect own work.
* Participate in audit where appropriate.
Person Specification
Qualifications
* Educated to GCSE level or equivalent, including Maths and English (C or above).
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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