Operational Practice Manager

We are looking for a dynamic Operational Practice Manager to manage and coordinate all aspects of practice functionality, including motivating and managing staff, patient services, premises and health and safety management. Using innovative ways of working to lead and support the team and ensure the practice complies with CQC regulations.

We are looking for someone with:

• Energy, pace, ability to multitask and prioritise effectively
• Growth mindset
• Proactive thinking
• Ability to engage and manage the Partners
• Confidence and initiative
• Strong communication and diplomacy

Applicants must be conscientious, provide solid leadership and have a sound knowledge of HR, financial management and business planning. Resilience, creativity and a sense of humour are desirable traits to embrace the challenges of working in an ever-changing health service. Previous management experience, competency in IT and effective communication skills at all levels are essential. General Practice experience is desirable.

Main duties of the job

The General Practice Operational Practice Manager is an important senior leadership role, responsible for overseeing the administrative and operational aspects of a general medical practice.

Job responsibilities

• To manage the practice to meet contractual, quality and safety expectations.
• To work closely with the Business Manager and Partners to ensure efficient systems of management to include HR, IT, and Risk Management and delegate tasks appropriately.
• The Operational Practice Manager will focus on the day-to-day operability of the practice, championing confidentiality, collaborative working, service delivery, learning and development and promoting a positive working environment.
• Lead the practice in the day-to-day operations, ensuring staff achieve their primary responsibilities.
• Working closely to support QOF administration.
• The role ensures full compliance with CQC standards and provides direct line management for all staff.
• The manager leads staff induction and maintains accurate job descriptions and employment documents.
• They embed effective appraisal systems and staff development plans and ensure all mandatory training is delivered.
• The role manages staff welfare and supports fair and consistent grievance and disciplinary processes while keeping oversight of HR legislation.
• The manager works with the Business Finance Manager to oversee budgets and spending and manages service contracts and insurance cover.
• They lead business resilience planning and coordinate the review of all practice policies.
• The role drives change and improvement projects and leads the creation of practice reports and development plans.
• The manager oversees procurement and takes a strategic approach to patient services.
• They develop internal and external communication strategies and ensure compliance with NHS contract duties.
• The role promotes patient online services and represents the practice at external meetings including PCN events.
• The manager oversees the Patient Participation Group.
• They act as the complaints manager ensuring timely and appropriate resolution.
• The role includes premises management, health and safety oversight and ensuring all staff receive suitable training.
• Observe health and safety guidelines at all times and undertake risk assessments.
• The manager prepares agendas, chairs meetings and records minutes and leads innovation and technology adoption.
• They may also deputise for partners and act as the main contact for external bodies.
• Comply with legislation in relation to confidentiality and the General Data Protection Regulations.
• Any other responsibilities as appropriate to the role.

In conjunction with the management team, regularly review significant incidents. Provide support to staff on significant event incident reporting and update at team meetings as required. Arrange significant event meetings, invite relevant staff and follow up and report on any actions identified. Develop practice protocols and procedures, review and update as required. Complete risk assessments for health and safety issues. Oversee the work of staff, ensure timely and accurate work and ensure that staff achieve their responsibilities. Any other duties that may be delegated by the Business Manager.

General

Have a responsible and flexible approach to duties and availability. Present a cheerful, calm, logical and reasoned demeanour to staff, GPs and patients at all times. Participate actively in training, meetings, practice and personal development.

Communication

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members and health care providers
• Communicate effectively with patients and carers
• Recognise people's needs for alternative methods of communication and respond accordingly
• Support colleagues and visitors when they are distressed/angry by behaving appropriately; recognising your limitations and seeking assistance from others; avoiding direct physical contact with aggressive clients and report any incident you feel has put you at risk
• Be willing to swap shifts, provide internal cover, should the need arise due to illness/holidays or staff shortages.

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. 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 the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Building maintenance

Assist with arranging contractors to carry out any repairs needed to the building. Assist with ensuring that regular contracted maintenance is carried out.