The Operations Lead will report to the Operations Manager and will have line management responsibility for their designated staff and departments. They will be responsible for the day to day clinical and non-clinical activities within portfolio area, ensuring the services run effectively and efficiently as possible, and ensure these services are managed in accordance with agreed objectives, targets and quality standards. The ability to identify activity variances and pressures is essential, as is the ability to problem solves and provide solutions. Key responsibilities include: To support the overall delivery of the practice enhanced dispensing services, providing hands on operational day-today support to deliver services in line with expectation, taking timely corrective action as required. Play a key role in the delivery of PCN DES, ensuring services meet the specification, requirements and drive the services to delivery against targets. Ensure KPIs are met and delivered for services and relating reports and data are completed and submitted in a timely manner. Promote and maintain positive working relationship with clinicians, clinical professions, external organisations and other departments to ensure the smooth running of the practice. Ensure effective clinic utilisation and capacity planning, identifying where there are inefficiency or lack of capacity and take steps to address issues. Provide operational leadership to ensure the production, implementation and revision of Standard Operating Procedures is completed with support from the Operation Manager and Pharmacy Team Lead. Provide day to day supervision of the staff within the delegated services, ensuring that they deliver an effective, quality service to patients. Operational lead the dispensary to meet Medicines Optimisation Targets. Provide operational oversight and management of the dispensary, supporting the safe and effective running of the site, working with the Pharmacy Lead in developing and maintenance of standard operating procedures, and supporting the submission of monthly, quarterly, and annual claims in line with guidance from DSQS. To be responsible for your own continuing self-development, undertaking training as appropriate. To undertake other duties appropriate to the grading of the post as required. Operational: Provide day to day operational management support to designated services as required. Have an excellent understanding of the PCN DES and service requirements. Ensure services meet the specification, requirements and drive the services to delivery against targets. To resolve any issues and complaints raised by patients in relation to designated services, in line with organisation policy and procedure. Ensure that patient satisfaction questionnaires and other feedback in collected and monitored on a regular basis. Ensure the management of all patient information is in line with data protection policies. Provide activity reports to the Operations Manager as required. Support the submissions to the ICB, ICS, NHS England, Prescribing Authority, Meds Optimisation Teams, and other organisations, as delegated, ensuring these are submitted in a timely manner. HR and Training Provide day to day supervision of and management of staff. Manage, organise and support staff effectively through work planning, 1:1 meetings and appraisals, including performance and productivity monitoring. Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against objectives. Arrange with HR appropriate staff training to ensure staff are compliant with current guidance and legislation. Evaluate, organise, and oversee staff induction and training and ensure that all staff are adequately trained to fulfil their role. Ensure training packages are planned and rolled out to the relevant teams in relation to service improvement changes. Ensure staff compliance with training provided by the Group. To be actively involved in the recruitment processes for new staff Manage the staff rota for designated areas, to ensure that appropriate cover is provided for each service as required. Communication Develop and maintain effective communications within the team, the Practice, the Group and with relevant outside agencies. Ensure all communication, which may be complex, contentious or sensitive, is undertaken in a responsive and inclusive manner. Liaise with members of external organisations as necessary. Develop and maintain effective communications within across the practice and with relevant outside agencies to ensure the efficient and effective running of the practice site. Key Working Relationships: Senior Leadership Team Pharmacist Lead GPs Pharmacists Administration Staff Dispensary Staff Care Home Staff Medicines Optimisation Teams Commissioning Teams Patients Governance Engage and contribute to processes that ensure the Group meets the requirements of the Care Quality Commission Ensure service development and delivery is in accordance with local and national guidelines. Complete audit cycles and data recording Identify and record risks and issues, developing contingency plans with service and contract leads. Ensure the PCN is compliant with health and safety policies and procedures to reflect current best practice. Ensure that the PCN board and Clinical director adhere to the governance structure as set out in the network agreement. Quality & and Improvement Work collaboratively as a key member of the practice team, help develop and promote a positive working culture, encouraging staff participation and involvement in developing and improving their own contribution towards the success of the surgery and the organisation. Implement relevant initiatives which improve services delivered to patients and the operational effectiveness of the defined service areas. Manage small services changes or assist in wider organisational change as required, ensuring that thorough planning, stakeholder engagement, patients communication and resource planning. Proactively take steps to ensure compliance with internal and external governance requirements. Financial management Manage staff budgets by delegation under the guidance of the Operations Manager, taking responsibility for overtime allocation. Lead on the review of PCN service budgets offering guidance and understanding to delegated specifications. Working with the Leadership team report on the viability of PCN Services and IIF budgets and targets, allocating resources and ensuring the service provided is value for money. Support income through the delivery of Enhanced Services/PPA/Prevalence/QOF/KPI, IIF, and other income generating services. General: To undertake any other duties commensurate with the post and to react to statutory, legislative and NHS policy within the scope of the role. Health and Safety Ensure all members of staff comply with the Groups health and safety policy. Carry out risk assessments to comply with current Health and Safety legislation. Ensure any health and safety concerns are reported to the Operations Manager To be aware of and adhere to applicable practice rules, regulations, legislation and procedures, national legislation (Health and Safety, COSHH, Data Protection). Equality and Diversity The post-holder will support the equality, diversity and rights of patients, carers and colleagues. Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with group processes and policies and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner that is welcoming, non-judgemental and respects the individuals circumstances, feelings, priorities and rights. The details contained in this job description are not exhaustive and may change as the post develops. Confidentiality: To maintain confidentiality of information acquired in the course of undertaking duties for the practice.