Operations Manager

Design and continually refine the appointment system (urgent

and routine appointments) in line with national requirements and after consultation with

the partners

Monitor daily and weekly demand against capacity across

all clinician types (GP, nursing, HCA, paramedic, pharmacist, physiotherapist)

and adjust rotas accordingly.

Monitor DNA rates and oversee reminder systems;

identify and act on patterns in non-attendance.

Produce regular reporting on appointment utilisation,

time-to-third-available-appointment and escalate risks to the

Business Manager and partners.

Support the development and day-to-day management of

digital access channels (online consultation/triage tools, NHS App,)

Oversee rotas for the patient services team ensuring

adequate cover at peak times and during absence.

Provide day-to-day line management, supervision and

support to the Patient Services Team Lead and administrative teams, including supervision of induction,

training, appraisal and performance management.

Lead recruitment processes for

operational/administrative roles, in conjunction with the Business Manager.

Manage staff annual leave, sickness absence reporting

and return-to-work processes.

Coordinate administration of clinical team rotas,

ensuring rota schedules meet requirements set by the partners

Support the Business Manager with disciplinary,

grievance and capability processes for operational/administrative staff,

escalating as appropriate.

Act as first point of contact for clinical system (SystmOne)

and telephony issues, liaising with IT support and the ICB as required.

Ensure health and safety, fire safety and infection

control policies are implemented and maintained on a day-to-day basis.

Carry out or coordinate workplace risk assessments and

act as a nominated fire warden, escalating significant risks to the Business

Manager.

Manage the day-to-day handling of patient complaints,

feedback and significant events relating to operational matters, in line with

practice policy. Escalate high risk complaints to the business manager.

Support CQC readiness by ensuring operational evidence

(policies, training records, incident logs) is current and accessible.

Maintain an oversight of QOF and LCS provision to

ensure that the surgery meets its targets in an efficient and well planned way

Promote a positive patient experience across all

front-of-house and administrative touchpoints.

Report regularly to the Business Manager on operational

performance, risks and staffing matters.

Liaise with GP partners on changes to appointment

systems, triage models or rota structures, particularly where these affect

clinical workload.

This job description reflects

the current requirements of the post. As duties and responsibilities change,

the job description will be reviewed and amended in consultation with the

post-holder. The post-holder may be required to undertake other duties as may

reasonably be required, commensurate with the level and nature of the post

We are a GP practice based in Southbourne, a picturesque part of West Sussex within easy reach of Chichester, Chichester Harbour, and the South Downs.

Our clinical team comprises 4 GP Partners, 5 salaried GPs, a nursing team, paramedics, and a Physician Associate, supported by a friendly and hardworking administrative and reception team. We are proud of our welcoming culture and our commitment to delivering high-quality, patient-centred care.

We have secured funding for a new practice extension and have ambitious plans to expand our services and facilities over the coming years, making this an excellent opportunity for the right candidate to help shape the practice's future.

Qualifications

Other Requirements

Essential: - Satisfactory enhanced DBS check; - Right to work in the UK

Skills and Knowledge

Desirable: - Knowledge of QOF and the GP contract; - Knowledge of NHS access and patient experience targets

Experience

Desirable: - Experience within a multi-disciplinary healthcare or NHS setting; - Experience working with a TPP SystmOne; - Experience of CQC inspection processes

Personal Qualities