The Operational Support Lead will workas part of a team to support management of B&HFs services. This willinclude, managing the day-to-day delivery of EA and Practice Support, supportingthe recruitment and onboarding of new staff to our workforce platform: Luna, assistingwith governance and quality assurance, as well as face-to-face reception cover atEA sites across Brighton & Hove.
The success of B&HF relies ongood communication with our partners and patients. This will require engagingand working with local practices to ensure that our services meet their needsand the needs of their registered populations.
Main duties of the job
HR / Rota Management
Overall responsibility for staffing the EA rotaand for managing the rota fairly and equitably for all interested parties
Ensuring that any risks to service delivery areescalated to the Operational Services Lead
Ensure that all staff added to the rota arecompliant to statutory requirements and that the service holds the necessarydocumentation
Maintain an effective induction and trainingprogramme for all staff added to the rota and checking IT system logons
Manage communications across the extended teamensuring everyone is kept abreast of developments and changes
Ensure that staff adhere to the relevantpolicies, procedures, and protocols.
Line-manage a small team of administrators andundertake regular one-to-one meetings and annual appraisals ensuring that B&HFsHR policies are properly implemented
OperationalManagement
Ensure timely and accurate provision ofperformance information/weekly reporting/key performance indicators andcompletion of metrics in line with reporting requirements and timescales
Responsible for workforce planning on anoperational and daily/ weekly basis
Responsibility for liaising with practicemanagers to ensure the EA Service has access to all facilities, equipment,consumables, and dressings/vaccines to ensure smooth running of the service
To be able to be flexible with working hoursincluding weekends and evenings
About us
Organisation Overview
Brighton and Hove Federation (B&HF) is a member organisation, made up of 6 Primary Care Networks (PCNs) containing 31 GP Practices. We are a company limited by shares, with each of our member practices as shareholders. This means that we do everything with our practices and their patients in mind. We work collaboratively to provide high quality clinical and support services to NHS Primary Care, as well as talking to patients, listening to feedback, and being willing to adapt to constantly improve our service.
Our Purpose
To help our member GP practices support people to live well at every stage of their life
Our Values
People and community first
Openness and transparency
Compassion and empathy
Sustainability
Bringing ideas to life
What Matters to Us
What matters to us as an organisation is that we do all this in a way that:
Improves patient experience and outcomes (do good work)
Improves staff experience in Primary Care (support people to do good work)
Designs responses based on knowledge of the value demands people make (use data to experiment with the work)
Supports the financial viability of Primary Care and the Federation (can continue to work)
Is fun (makes it a good place to work)
It is also important to us that, should we make a surplus, it is reinvested into Primary Care in ways that support the delivery of our purpose and what matters.
Job responsibilities
HR / Rota Management
Overall responsibility for staffing the EA rotaand for managing the rota fairly and equitably for all interested parties
Ensuring that any risks to service delivery areescalated to the Operational Services Lead
Managing staff enquiries regarding EA and PracticeSupport shifts
Ensure that all staff added to the rota arecompliant to statutory requirements and that the service holds the necessarydocumentation
Work to ensure appropriate indemnity forclinicians who work within B&HFs services
Maintain an effective induction and trainingprogramme for all staff added to the rota and checking IT system logons
Manage communications across the extended teamensuring everyone is kept abreast of developments and changes
Ensure that staff adhere to the relevantpolicies, procedures, and protocols.
Ensure that all relevant employment legislationis followed and maintain an awareness of changes in employment legislation
Line-manage a small team of administrators andundertake regular one-to-one meetings and annual appraisals ensuring that B&HFsHR policies are properly implemented
Operational Leadership and Performance
To support the Operational Services lead to:
To manage non-clinical aspects of B&HFservice delivery and to ensure services operate effectively
Deliver B&HF services, ensuring that allstaff understand how to access timely support and advice and resolve issuesquickly
Support the governance and quality arrangementto deliver a high quality, safe, efficient and customer focused service
OperationalManagement
Ensure timely and accurate provision ofperformance information/weekly reporting/key performance indicators andcompletion of metrics in line with reporting requirements and timescales
Responsible for workforce planning on anoperational and daily/ weekly basis
Responsibility for liaising with practicemanagers to ensure the EA Service has access to all facilities, equipment,consumables, and dressings/vaccines to ensure smooth running of the service
Promote B&HFs services to ensure optimumlocal uptake
Support with the security of the facilitiesduring operational hours of EA and other B&HF services
to raise any issues relating to facilities,equipment and consumables in a timely manner
Arranging the training and site inductions forall new B&HF service staff, with support from the administrative team
Responsibility for ensuring all new staff addedto the rota are compliant to statutory requirements and that the service holdsthe necessary documentation as per CQC guidelines
Arrange new staff access to clinical systems
Undertake crosschecks across the B&HF servicesto ensure patient safety and service quality is being maintained as per the relevantservice protocols
Support the services Complaints procedure
Be responsible for the safety, accessibility andequality of working environments through site visits and risk assessments
To be able to be flexible with working hoursincluding weekends and evenings
Project Support
Co-ordinate attend and/or facilitate meetings,and transcribe any minutes and notes as required
Other project related assistance as required bythe Operational Services Lead and Business Development Lead
IM&T
Support with Information Governance withinB&HF, liaising with host Practice Managers to develop and implement theappropriate policies and procedures for EA and other services
Develop an understanding of the IM&Tsupporting B&HF services and work with the IM&T leads to identifyopportunities for improvement
Motivate, support and monitor staff in the useof IT; organise, oversee and evaluate IT training
Ensure compliance with Data Protectionlegislation.
Governance
Support thedelivery of safe and high-quality B&HF services
Responsible for incident, complaint and complimentlogging for B&HF services, escalatingto the Operational Services Lead where appropriate
Support the Operational Services Lead to providerelevant information/ updates/ monthly reports/ annual reports to internal andexternal groups as required (ICB, B&HF Board, etc)
Support the leadership team to maintain, developand implement systems and processes for Governance of B&HF services
Support the Clinical Lead, Governance Lead, OperationalServices Lead and Business Development Lead to ensure that clinical and organisationalpolicies and procedures are developed and implemented in relation to: clinicalrisk management, clinical incidents, complaints and compliments, consent,information governance, workforce competencies
Responsible for updating and monitoring theService Risks and Issues Register
Support the Operational Services Lead andBusiness Development Lead to create B&HF Board Reports, QuarterlyGovernance updates for GP practices and Internal and external reports
Arranging, coordinating and minute taking keygovernance meetings; ensure that responsible managers provide reports tosupport these meetings. You will be expected to travel across Brighton and Hove
Develop with the Clinical Lead the servicedclinical case audits and prescribing audits
Develop with the Clinical Lead and Operational ServicesLead an annual audit cycle for the service
Reception Practice Support
Cover the reception desk when required during EAshift times and present a professional and courteous image to all serviceusers, visitors and staff
Welcome visitors and provide all possibleassistance, including arrangements for access requirements, ensuring that theappropriate staff member is informed of their arrival
Communicate courteously and politely whendealing with enquiries
Use of computer and paper-based systems toperform administrative functions to support service provision in accordancewith agreed standard processes and procedures, and within agreed timeframes.
Ensuring the accuracy and quality of datarecorded
Personal Performance Management
Maintain productive relationships encouragingthe giving and receiving of regular feedback to create and maintain a cultureof constantly seeking to refine and improve the service
Engage with patients, internal and externalstakeholders
Engage with service users to understand peoplesexperience and to measure levels of satisfaction with services.
Undertake any other duties required, asappropriate to the role
Responsibility for maintaining a record of ownpersonal and/or professional development
Responsibility for own development, learning andperformance and demonstrating skills and activities to others who areundertaking similar work
Quality
Support the development of appropriatecommunications and feedback between B&HF services, PCNs and practices
Responsibility for monitoring patient feedback andidentifying areas for potential quality improvement for discussion atOperational meetings
Alert Operational Services Lead to any issuescompromising quality of projects and operational work streams
Effectively manage own time, workload andresources
Work with GP practices and other providers towork within risk management and health and safety policies and procedures
Adhere to robust process for recordingincidents, complaints, accidents and significant events
To provide administrative support to assist withthe development and management of any changes or new processes and systems thatneed implementing
To carry out any other appropriate duties asdetermined by the Operational Services Lead and Business Development Lead
Maintainthe services Operational Policy, EA SOPs, Service inductions and shared driveand make additions where required in line with service developments
Person Specification
Skills
* Excellent communication skills (written, oral and presenting)
* Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
* Effective time management (planning & organising)
* Ability to network and build relationships
* Proven problem-solving & analytical skills
* Ability to motivate and train staff
Qualifications
* Educated to degree level in healthcare or business (or relevant experience)
* Evidence of continuing professional development to a post graduate level
Experience
* Experience and evidence of delivering high standards of performance
* Experience of managing teams
* Experience of successfully developing and implementing projects
* Experience of workforce planning, forecasting and development
* Experience of working in a healthcare setting
* Experience of performance management, including appraisal writing, staff development and disciplinary procedures
* NHS / primary care general practice experience
* Experience of working effectively in collaboration with other organisations
* Experience of chairing meetings, producing agendas and minutes
Personal Qualities
* Polite and confident
* Flexible and cooperative
* Excellent interpersonal skills
* Motivated and proactive
* Ability to use initiative and judgement
* Forward thinker with a solutions-focused approach
* High levels of integrity and loyalty
* Sensitive and empathetic in distressing situations
* Ability to work under pressure
* Confident, assertive and resilient
* Ability to drive and deliver change effectively
* Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions
Other Requirements
* Flexibility to work outside core office hours
* Maintain confidentiality at all times
* Full UK driving licence
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.
£33,000 a yearcirca, depending on experience
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