Operations Manager in Clevedon

Responsibilities

• Oversee the day-to-day operation of the practice, supported by departmental managers.
• Line management of the following staff: Reception Supervisor, Admin Team Leader, Rota Manager, Research Team.
• Recruitment of clinical staff (including locums) – adverts, job descriptions and specifications, interviews, offer letters, contracts, and inductions, vaccinations records.
• Support recruitment of non-clinical staff with departmental managers – job descriptions and specifications, interviews, offer letters, contracts.
• Work with the Practice Manager to review and regularly update job descriptions and person specifications, ensuring all staff are legally and gainfully employed.
• Annual appraisals with departmental managers and, as and when necessary, support them with their team appraisals.
• Support annual leave allocation and requests for departmental managers.
• Support departmental managers with staff sickness and ensure robust processes are followed, along with monitoring regular themes from return-to-work interviews.
• Ensure all staff have had an exit interview and that leaver forms are processed.
• Support the practice with implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare.
• Maintain and update HR policies, ensuring the practice is compliant with employment legislation.
• Oversee the staff training process to ensure all staff have the appropriate level of training.
• Ensure effective internal communications.
• Finance – support procurement of practice equipment, supplies and services within budget; support Finance Officer with ARR reimbursement claims within the PCN; submit manual and automatic CQRS; support with NHS pension administration (AW8, management of the online system); claim coils and implants from North Somerset Council quarterly.
• Contractual and compliance support – act as primary point of contact for NHSE, ICB, PCN and other external organisations and stakeholders; support the Practice Manager with NHS contractual obligations; ensure deadlines for Enhanced Services, QOF; implement systems to ensure compliance with CQC regulations and standards; support annual review of Business Continuity Plan; manage incident reporting processes; implement complaint process, ensuring complaints are dealt with in a timely manner and, where necessary, escalated to the next level; submit K041B to NHSE yearly; alert other teams to quality and risk issues.
• Oversee the Practice Research activities, working with clinical teams and ensuring compliance for searches.
• Ensure all compliance policies are reviewed and up to date.
• Deputise and support the Practice Manager; support development of the practice strategy in line with partners’ aspirations; represent the practice locally for internal and external meetings; serve as main link to the Patient Participation Group; help produce business plans and costings for new initiatives or workforce planning; assist with identifying trends and devising solutions to reduce risk and repeated significant events; support continuous improvement and change initiatives.
• Ensure high-quality, friendly, and approachable patient services, appointment booking, and patient involvement.
• Deputise for the Practice Manager in their absence.
• IT – support the Practice Manager with IT-related queries; keep training updated on all systems to support colleagues; support care coordinators with external communications for social media messaging; create EMIS searches as required.

General Terms & Responsibilities

• Undertake any other duties reasonably requested of the post holder to help the practice run smoothly.
• Ensure that you and others operate within relevant Health & Safety guidelines.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues by: Acting in a way that recognises the importance of peoples rights, interpreting them consistently with Practice procedures and policies and current legislation; respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues; behaving in a welcoming, non-judgmental manner that respects their circumstances, feelings, priorities and rights.