Deputy Operations Manager

An exciting opportunity has arisen to join Aspiro Healthcare Derby as Deputy Operations Manager, with primary responsibility for supporting the Head of Operations, and will take ownership in ensuring the smooth running of the practice on a day to day basis. You will be a dynamic individual who likes rising to challenges but able to think calmly and rationally under pressure with the ability to make reasoned decisions and escape issues appropriately. You will demonstrate exceptional and sensitive customer service skills, have excellent verbal and written communication skills, and have experience of dealing with difficult or challenging situations or individuals. You will have considerable experience of working in a patient, public or customer-facing role. The successful candidate will have experience in a fast-paced office environment, have good IT skills, experience in using clinical systems such as SystmOne, and will have demonstrable customer service skills. This is a new role and therefore it is expected that this job description will be further defined as the role evolves.

Key Duties & Responsibilities

• General/Operational Leadership
  • Support the day-to-day operational running of practices, ensuring services are delivered efficiently and safely.
  • Line manage both clinical and non-clinical staff across practices.
  • Provide visible leadership across teams, supporting decision-making and escalation of operational issues as required.
  • Contribute to business continuity planning, responding to operational pressures and service disruption where necessary.
  • Work closely with the Operations Manager to support delivery of organisational priorities.
• Workforce & People Management
  • Provide line management support to clinical and non-clinical staff.
  • Lead on day-to-day people management matters including performance, attendance, conduct and wellbeing.
  • Support recruitment, onboarding and workforce planning to ensure appropriate staffing levels are maintained.
  • Ensure staff training, induction and development are completed in line with organisational requirements.
  • Co-ordinate the organisation of practice meetings to ensure effective outcomes.
  • Support delivery of appraisal processes and ongoing performance monitoring.
• Practice Operations & Patient Services
  • Oversee the effective day-to-day running of operational processes, ensuring services meet patient need and demand.
  • Support the management of appointment systems, ensuring demand and capacity are balanced appropriately.
  • Work with teams to improve patient access, flow and experience across services.
  • Support the consistent delivery of operational processes across sites, driving standardisation where appropriate.
  • Ensure effective rota planning and cover arrangements are in place across teams.
• Performance & Service Improvement
  • Monitor operational performance, identifying areas for improvement and taking action where required.
  • Use data and reporting (including clinical systems such as SystmOne) to inform decision-making and service improvement.
  • Support delivery of audits, reviews and improvement initiatives to enhance service quality.
  • Identify opportunities to improve efficiency, patient experience and staff productivity.
• Governance & Compliance
  • Support clinical governance processes including significant events, complaints and risk management.
  • Support the Operations Manager to ensure that the practice complies with NHS contractual obligations in relation to patient care.
  • Ensure compliance with CQC standards and support inspections and regulatory requirements.
  • Maintain and review practice policies and procedures, ensuring they remain up to date and embedded in practice.
  • Work collaboratively with relevant leads to ensure safe and effective service delivery.
• Stakeholder Engagement & Collaboration
  • Build effective working relationships with practice teams and internal departments.
  • Liaise with external stakeholders including PCNs, ICBs and partner organisations as required.
  • Work collaboratively with and engage the Patient Participation Group (PPG), supporting patient involvement and feedback.
  • Support communication across teams to ensure consistent and coordinated approaches to service delivery.
• Administration & Reporting
  • Maintain oversight of operational systems and ensure accurate record keeping.
  • Support reporting requirements, providing updates on staffing, service delivery and performance.
  • Ensure effective communication of operational information across teams.
• Other Duties
  • Undertake any other duties commensurate with the role to support the effective running of services.

Confidentiality

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. Post-holders must adhere to the following principles: In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with Aspiro policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Aspiro health & safety policy, the health & safety manual, and the Aspiro infection control policy and published procedures. This will include: Using personal security systems within the workplace according to Aspiro guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks; Making effective use of training to update knowledge and skills; Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards; Active reporting of health and safety hazards and infection hazards immediately when recognised; Keeping own work areas generally clean and overseeing Site Managers in the maintenance of general standards of cleanliness consistent with the scope of their role. Undertaking periodic infection control training (minimum annually); Reporting potential risks identified to the Aspiro Management Team.

Equality & Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Aspiro procedures and policies, and current legislation; Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues; Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Job Description Reviews

This job description is intended to provide an outline of the key tasks and responsibilities only, the list is non-exhaustive. There may be other duties required of the post holder commensurate with their position. This description will be open to regular review and may be amended in the light of developing or changing services, or as part of an individual performance review process. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of Aspiro.