Operations LeadNHS

Job summary

We are looking for an enthusiastic, motivated and highly skilledOperations Leadto join our friendly, caring and innovative general practice team. You will be working within a management team, alongside our Business, Assistant Business Manager and the GP Partners.

Honeypot Medical Centre is a forward-looking, innovative GMS general practice, serving a population of approx. 19,000 patients. We believe in retaining the traditional values of general practice, including a strong patient-centred ethos, while embracing innovation and technology to provide a general practice fit for the future. We embrace skill-mix with an extensive team, including GPs, advanced nurse practitioners, practice nurses, pharmacists, first contact physiotherapists, paramedic, physician associate, social prescribing link workers and health care assistants. We are a training practice approved to train GP registrars, F2 doctors and medical students and are committed to training the future generation of doctors and GPs. We are an integral member of our Primary Care Network and our Senior Partner is the Clinical Director. We have newly built modern, attractive premises and our own staff car park. We have an additional branch site just 200 yards away.

Main duties of the job

Job Summary:

1.To provide ensure the effective and efficient operational management of the practice, optimising efficiency and delivery of accessible and quality patient services.

2.To provide effective day to day management and motivation of admin staff within the practice.

3.To develop and maintain individual and team performance.

4.To provide guidance to the partners on any NHS developments and legislative changes which may affect the operational management of the practice

5.To ensure compliance with CQC on operational matters and any other relevant legislation relating to the operations of the practice.

6.To contribute to the practice achieving its long term strategies and key performance indicators.

7. Accountable to the ManagementPartners ofthe practice and working alongside the Business Manager.

Job description

Main Duties/Key Tasks

Monitoring and management of practice administrative rota

• Ensuring admin staff rota completed general rota to be constantly updated depending on staff changes, and weekly rota to be completed a week in advance and discuss and issues arising with Partners and Business Manager.
• Ensure adequate staff on a daily basis for opening and closing of practice premises

Monitoring and management of practice administrative processes

To ensure daily management of generic mailbox completed

Daily review and management of various areas of staff administrative workload and ensure timely completion and that backlogs are not developing - pathlinks, clinical correspondence (Clinical correspondence scanning and distribution etc.), registrations processing prescription requests, referrals, GP links, individual staff PNs etc. and to devise strategy to clear any backlog and manage workflow.

Daily administrative stats to be sent to Partners and Business Manager by email

• Workflow administration for patient registrations, amendments and deductions, amendments, FP69, FP22, deductions and rest of GP links
• Regular monitoring of summarising workload and backlog management
• Monitoring of process of patient referrals including advice and guidance and monitoring ERS worklist to ensure all work completed on a timely basis and no backlogs arising
• Monitoring of call handling by call centre staff. Regular checking of Surgery Connect wallboard through the day to ensure prompt call handling throughout the day.
• Download and share Surgery Connect stats with Partners and Business Manager and analyse and action to ensure excellent call handling performance by all staff and address any under-performance

Staff Induction, training and supervision

• Induction of administration staff
• Training admin staff on customer service, call handling and resolving any queries
• Supervision of administrative staff and address issues arising
• Line management of administrative staff
• To develop and maintain effective communication between teams within the practice, leading on Team meetings.

Patient communications, liaison and complaints

• Complaints to act as first point of contact Complaints lead supported by the Partners and PracticeBusiness Manager. To promptly address and try to resolve verbal complaints in real time
• To follow the practices complaints policy for written complaints
• Keep waiting room TV screens updated
• Keep practices telephone answering machine message updated
• Keep practices website updated
• Draft responses to web patient feedback e.g. NHS choices, Google

Provision of General Practice Services in line with GP Contract

Full knowledge of and keeping up to date with GP contract and implementing provision of services in line with this

Human Resources

To ensure that the practice is staffed with appropriate numbers of reception/administrative staff throughout the day,

To ensure that all training, development and induction of reception/administrative staff is undertaken in line with practice policies and procedures ensuring excellent customer care.

CQC Compliance

To ensure compliance of operational elements of CQC requirements within the surgery in real time, ensuring appropriate systems and processes are in place, with regular monitoring

This includes ensuring health and safety and information governance/GDPR compliance

Support the Partners through any inspection visits from the CQC.

Implement and follow up any action or improvements required by the CQC in order to maintain registration.

Premises maintenanceand premises compliance checks

Other Duties

To troubleshoot and address any day to day operational problems within the premises e.g. malfunction of equipment

To participate in relevant management meetings ensuring minutes are produced in a timely fashion

To ensure that significant event reviews relating to operational matters are carried out in an effective manner and learning is embedded into the practice

To plan, manage and review all practice policies, systems and procedures ensuring efficient and effective work process

To carry out any other operational tasks as requested by GP Partners or Practice Business Manager

About us

Honeypot Medical Centre is a forward-looking, innovative GMS general practice, serving a population of approx. 19,000 patients. We believe in retaining the traditional values of general practice, including a strong patient-centred ethos, while embracing innovation and technology to provide a general practice fit for the future. We embrace skill-mix with an extensive team, including GPs, advanced nurse practitioners, practice nurses, pharmacists, first contact physiotherapists, physician associate, paramedic, social prescribing link workers and health care assistants. We are a training practice approved to train GP registrars, F2 doctors and medical students and are committed to training the future generation of doctors and GPs. We are an integral member of our Primary Care Network and our Senior Partner is the Clinical Director. We have newly built modern, attractive premises and our own staff car park. We have an additional branch site just 200 yards away.