Operations and Administration Lead - Central Lakes Medical Group

Operations and Administration Lead – Central Lakes Medical Group is seeking to recruit a full-time Operations and Administration Lead to join our team. This is a newly created role within the practice, reflecting the continued development and growth of our services.

You will need to have excellent communication and organisational skills as you will be working closely with clinicians, reception teams and the practice manager. You will be working as part of our fabulous administration team. We pride ourselves on being friendly, helpful and having a can-do approach and we are looking for someone like-minded to join us. We're caring, inclusive, and a great bunch to work with.

Main Duties and Responsibilities

• Deputise for the Practice Manager in their absence.
• Oversee the administration of the practice on a day-to-day basis, including line management of Administration, Secretarial, GP Assistants, Meds and Social Prescribing teams.
• Work collaboratively with other practices to spread good practice and share experiences.
• Oversee all workflow related processes such as Tasks, Referrals, Document Management and Medication Management, ensuring that all are processed in a timely manner and developing solutions to any identified issues.
• Supervise and train practice staff dealing with all medicine management systems, making best use of their skills, for example, prescription processing.
• Develop processes to promote modern efficient services, e.g. online ordering and repeat dispensing.
• Attend and disseminate within the practice learning and actions from medicine management meetings, relevant courses, and training events.
• Oversee the medicine management audit processes at practice and ICB level.
• Oversee the achievement of the Meds Management indicators alongside the MOP, the Practice Pharmacists and the Medicines Manager, regularly reporting progress to the Leadership Team and Clinical Meeting and agreeing remedial action where required.
• Assist the Practice Manager in any new projects relating to medicine management and administration, including developing SOPs and policies.
• Proficient user of EMIS and Microsoft Office Suite. Confident in picking up and learning new IT software packages.
• Responsible for the achievement of the best possible outcomes from the end-year submissions and thereby gain optimum remuneration available to the practice for QOF, QIS, LES, DES, IIF and other performance indicators.
• Oversee the booking and completion of Long-Term Condition process by Birth month and updating and producing reports to the Leadership Team of progress against indicators on a monthly basis and, where necessary, formulating and presenting the recovery plan.
• Run audits and searches as part of a planned calendar and identify any additional queries to support the practice needs.
• Organisation of vaccination clinics to include monitoring and ordering of stock, planning of appointment schedules, staffing rotas, oversee recall procedure of eligible patients and ensure payment claims are made.
• Support the accurate recording and reporting of income in line with Cumbria Health financial procedures.
• Month end returns to HR and Payroll to include sickness, irregular hours and expense claims.
• Management of the Cumbria Health sickness policy to include return to work, discussion of adjustments and where necessary following the Sickness Absence Meeting Procedure for line managed staff.
• Oversee holiday requests for all staff to ensure that there is enough cover across the practice by following the holiday protocol.
• Organise, attend and minute quarterly PPG meetings and liaise and produce a quarterly bulletin to advise patients on the work of the PPG.
• Manage and investigate the local response for any AIs and complaints raised.
• Support the Practice Manager in undertaking regulatory and compliance related activity at all practice sites.
• Support the identification, logging, and initial review of incidents, ensuring appropriate escalation and documentation in line with practice policy.
• Safeguarding to be the point of contact for any safeguarding issues both internally and from outside agencies, to ensure these are directed appropriately and in a timely manner to the Safeguarding Lead. Attend any training and meetings required. Check the NHS.net account daily for communications, send out reminders to outside agencies regarding MDT meetings and record and circulate meetings.
• Palliative Care Support coordination of palliative care meetings and ensure administrative processes are completed to support clinical oversight.

Values

• Clinically focused – Everything every one of us does is for the patient.
• Responsive – We listen, and we respond quickly in a patient-focused way.
• One Team – We work together to provide a high-quality service which is organised and consistent, and in partnership with both the local Acute and Community Trusts.
• High Standards – We provide skilled professionals working to the highest standards who are passionate about improving patient care.
• Growth & Sustainability – With our strong roots we will continue to thrive and grow.
• Communities – Connecting and engaging to meet local needs.

Person Specification

• Driving licence and access to own vehicle.
• Willingness to undertake management training further.

Experience

• Working knowledge of software programmes e.g. Microsoft Office.
• Knowledge of current issues within health/social care settings.
• Experience of managing change.
• Knowledge and understanding of Data Protection Act.
• Reporting progress to a senior team and agreeing remedial action where required.
• Manage and investigate the local response for any Adverse Incidents.
• Organise, attend and minute regular meetings.
• Production of briefings to patients and staff, e.g. bulletins and meetings/forums to ensure continuous communication and engagement.
• Run audits and searches.
• Leading a project.
• Reconciling income, understanding banking processes and optimising financial budgets.
• Experience of working with GP EMIS.
• Experience of working in Primary Care.
• Knowledge required to interrogate systems to provide sound performance management data (e.g. QOF, CQRS, IIF, and key performance indicators related to APMS contracts).

Qualifications

• Management qualification to A level or equivalent.
• NVQ Business Administration Level 4 or above.

Attributes

• Positive.
• Confident.
• Well organised.
• Good team player.
• Flexible.
• Ability to build rapport and effective relationships at all levels.
• Demonstrate initiative.
• Ability to maintain workload in a sometimes busy and demanding environment.