The Operations Manager plays a pivotal role in driving thepractices success by working closely with the Practice Manager to oversee theseamless execution of daily operations. This position is crucial for optimisingteam performance, streamlining processes, and ensuring that all activitiesalign with the practices long-term strategic objectives. The OperationsManager is also responsible for fostering a safe, efficient, and patient centredenvironment, ensuring both staff and patient well-being are consistentlyprioritised. This role is integral to the overall growth and sustainability ofthe practice.
Main duties of the job
Work in partnership with the Practice Manager tooversee and streamline the practice's operations, ensuring smooth functionalityand efficiency
Lead and motivate staff to enhance productivity,morale, and overall performance
Ensure the practice operates within a safe,compliant, and patient-centred environment
Regularly review contracts and supplierarrangements to identify and implement cost-effective solutions
Manage GP rotas, ensuring efficient coverage andhandling of GP allocations
Ensure effective rota management, appointmentsystems and workflow processes
Oversee the use and maintenance of accountingsoftware, ensuring all invoices are raised, processed, and managed promptly andaccurately
Ensure all estates and facilities are managedeffectively, with a focus on upkeep and compliance
Coordinate and manage regular compliance checksand health and safety procedures in line with regulatory standardsEnsure full compliance with CQC, GDPR, Health& Safety, and safeguarding regulations
About us
Residing in the heart ofbeautiful, historic Wiltshire; St James Surgery is located in Devizes. Bristol,Bath, Swindon and Salisbury are close by with good transport links to the restof the County. You will join a very welcoming practice consisting of GPs, ANP,Nurses, Physicians Associate, Pharmacist, HCAs.
We are a friendly, supportive,forward-thinking practice with over 7200 patients. We have a widemultidisciplinary team with some practitioners employed to work across the verysuccessful Devizes PCN. Come over to St James for an informal chat and experiencethe atmosphere of working in a brilliant team environment.
Job responsibilities
Collaborative working All staff are to recognise the significance ofcollaborative working and understand their own role and scope and identify howthis may develop over time. Staff are to prioritise their own workload andensure effective time-management strategies are embedded within the culture ofthe team. Teamwork is essential in multidisciplinary environments and the postholder is to work as an effective and responsible team member, supportingothers and exploring the mechanisms to develop new ways of working and workeffectively with others to clearly define values, direction and policiesimpacting upon care delivery. Effective communication is essential, and allstaff must ensure they communicate in a manner which enables the sharing ofinformation in an appropriate manner. All staff should delegate clearly and appropriately,adopting the principles of safe practice and assessment of competence. Plansand outcomes by which to measure success should be agreed. Managing informationAll staff should use technology and appropriate software as an aid tomanagement in the planning, implementation, and monitoring of care, andpresenting and communicating information. Data should be reviewed and processedusing accurate SNOMED CT codes to ensure easy and accurate informationretrieval for monitoring and audit processes Service delivery Staff will begiven detailed information during the induction process regarding policy andprocedure. The post holder must adhere to the information contained within the organisationspolicies and regional directives, ensuring protocols are always adhered to.
Security
The security of the organisation is the responsibility ofall personnel. The post holder must ensure they always remain vigilant andreport any suspicious activity immediately to their line manager.
Under no circumstances are staff to share the codes for thedoor locks with anyone and are to ensure that restricted areas remaineffectively secured. Likewise, password controls are to be maintained and arenot to be shared. Professional conduct All staff are required to dressappropriately for their role. Leave All personnel are entitled to take leave.Line managers are to ensure all their staff are afforded the opportunity totake a minimum of 25 days leave each year and should be encouraged to take alltheir leave entitlement.
The following are the core responsibilities of theOperations Manager. There may be, on occasion, a requirement to carry out othertasks; this will be dependent upon factors such as workload and staffinglevels. The Operations Manager is responsible for: Operational Management
Deputising for the Practice Manager
Attending meetings on behalf of Practice Managerwhen required to do so
The ordering of consumables/Amazon purchases,tea, coffee, and coffee capsules etc
Advising the Practice Manager of any changesthat would affect the Business Continuity Plan
Ensuring the Business Continuity Plan isregularly updated and that all staff are informed and understand their roleswithin it
Supporting the Practice Manager in theday-to-day operations of the practice ensuring staff achieve their primaryresponsibilities
Ensuring effective rota management, appointmentsystems, and workflow processes
The production of GP rotas in conjunction withthe HR Partner
The management of all GP annual leave inconjunction with the PM and Partners
The booking of locums in line with practiceprotocol and within the agreed budget, unless prior approval is obtained fromthe Practice Manager
Managing contracts for services, highlightingissues and cost efficiencies (e.g., cleaning, gardening, window cleaning, etc.)
The management of all Pension or PCSE relatedactivities and queries.
The management and processing of all payroll andovertime submissions
Managing DNAs, providing data and planning toolscoupled with liaison with referred repeat offenders in conjunction with the PM
Overseeing the administrative elements of QOF,liaising with GPs, nursing staff, and administrators
Supporting the delivery of clinical servicesthrough efficient administrative coordination
Ensuring a high standard of customer service ismaintained
Managing complaints, suggestions, and patientqueries in line with policy
Marketing the practice appropriately to ensurethe patient population is stable or increasing
Liaising with the accountants for any, payroll,pension or tax queries Staff Management and Development
Providing leadership and guidance to all staffensuring that they always adhere to policy and procedure
Reviewing and regularly updating jobdescriptions and person specifications ensuring all staff are legally andgainfully employed
Proactively overseeing HR processes andprocedures, ensuring effective and consistent management of the sicknessabsence protocol.
Acting as the lead for recruitment includingpre-employment checks and DBS
Evaluating, organising, and overseeing the staffinduction program
Implementing and embedding an effective staffappraisal process. Fostering a collaborative and positive work culture
Implementing and embedding an effective practiceand staff development plan for all staff (clinical and administrative) whilstmaintaining a robust training record
Implementing effective systems for theresolution of disciplinary and grievance issues, maintaining an overview ofstaff welfare
Conducting appraisals, managing performance, andsupporting professional development
Ensuring effective management of annual leave,maintaining adequate rota coverage and appropriate skill mix, particularlyduring peak periods such as school holidays, Christmas, and around BankHolidays
The organising of staff functions e.g.Christmas, retirements etc.
The arranging of collections, gifts, flowers etcin conjunction with the relevant managers
Compliance and Regulatory Management
Implementing systems to ensure compliance withCQC regulations and standards
Reviewing and updating clinical templatesensuring they relate to current practice
Actively encouraging and promoting the use ofpatient online services Clinical Systems and Data Management
Guiding staff and developing searches and auditson the clinical system in conjunction with the PM.
Ensuring the practice website and social mediasites are up to date in conjunction with the PM.
Guiding the team to reach QOF targets (supportedby the Data Quality nursing and administrative leads)
Procurement and Supplier Management
Overseeing procurement and manage relationshipswith external suppliers Strategic Planning and Service Development
Contributing to business planning andimplementation of strategic objectives
Supporting service development and qualityimprovement initiatives Secondary responsibilities Patient and CommunityEngagement
Leading the management of the PatientParticipation Group in the absence of the Practice Manager
Coordinating practice involvement in PCNmeetings and data sharing Complaints and Incident Management
Implementing the complaints process, ensuringcomplaints are dealt with in a timely manner and, where necessary, escalated tothe Practice Manager or Clinical Lead
Assisting in managing significant event reviews,audits, and learning processes
Ensuring appropriate documentation and follow-upof risk incidents or complaints Compliance and Risk Management
Ensuring all staff are aware of the managementof the premises, including health and safety aspects, and undertake riskassessments and mandatory training as required
Monitoring and disseminating information onsafety alerts and other pertinent information
Ensuring full compliance with CQC, GDPR, Health& Safety, and safeguarding regulations
Conducting regular premises risk assessments andensure compliance with H&S standards
Supporting the overall practice clinical governanceframework, submitting reports for QOF, enhanced services, and other reportingrequirements
Briefing clinicians on performance levels,advising actions to ensure high achievement across all QOF areas
Tracking performance-related income (QOF,enhanced services)
Developing, implementing, and embedding thepractice audit program (in conjunction with the lead nurse)
Assisting with audit preparation and implementimprovement actions
Maintaining clinical meeting records and action.
The collation and submission of data for QOF,Enhanced Services, and other contractual obligations Policy, Procedure, andContinuous Improvement
Supporting the Practice Manager in the reviewingand updating of practice policies and procedures
Supporting the practice and management team withcontinuous improvement and change initiatives Strategic Planning and Funding
Supporting funding applications and bids forlocal or national initiatives
Monitoring changes in NHS policy andcommissioning that affect the practice
Producing internal reports or dashboards toinform decision-making Data Management and Reporting
Collection and submission of data for QOF,Enhanced Services, and other contractual obligations
The production of internal reports or dashboardsto inform decision-making logs
Person Specification
Person specification Essential Desirable Experience Experience leading a team in a healthcare, primary care or similar service setting Experience of working with the general public Experience of working in a healthcare setting Experience of managing multidisciplinary teams Experience of performance management, including appraisal writing, staff development and disciplinary procedures Experience of successfully developing and implementing projects NHS/Primary Care general practice experience Relevant health and safety experience Experience in general practice operations, reception or team leader roles Knowledge Understanding of CQC standards, health and safety, and information governance Knowledge of QOF, PCN structures and NHS access requirements Qualifications Good general education, with evidence of leadership or management training ILM, CMI or AMSPAR qualification Skills Strong organisation, rota planning and problem-solving; confident with data and IT systems; clear communication Process improvement or change management experience Personal qualities Calm under pressure, approachable, dependable and committed to patient-centred care Experience working with a diverse patient population
- Person specification
- EssentialDesirable
- ExperienceExperience leading a team in a healthcare, primary care or similar service setting
- Experience of working with the general public
- Experience of working in a healthcare setting
- Experience of managing multidisciplinary teams Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Experience of successfully developing and implementing projects
- NHS/Primary Care general practice experience
- Relevant health and safety experienceExperience in general practice operations, reception or team leader roles
- KnowledgeUnderstanding of CQC standards, health and safety, and information governanceKnowledge of QOF, PCN structures and NHS access requirements
- QualificationsGood general education, with evidence of leadership or management trainingILM, CMI or AMSPAR qualification
- SkillsStrong organisation, rota planning and problem-solving; confident with data and IT systems; clear communicationProcess improvement or change management experience
- Personal qualitiesCalm under pressure, approachable, dependable and committed to patient-centred careExperience working with a diverse patient population
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.
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