Operations Manager

Work in partnership with the Practice Manager to

oversee and streamline the practice's operations, ensuring smooth functionality

and 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 supplier

arrangements to identify and implement cost-effective solutions

Manage GP rotas, ensuring efficient coverage and

handling of GP allocations

Ensure effective rota management, appointment

systems and workflow processes

Oversee the use and maintenance of accounting

software, ensuring all invoices are raised, processed, and managed promptly and

accurately

Ensure all estates and facilities are managed

effectively, with a focus on upkeep and compliance

Coordinate and manage regular compliance checks

and health and safety procedures in line with regulatory standardsEnsure full compliance with CQC, GDPR, Health

& Safety, and safeguarding regulations

Collaborative working All staff are to recognise the significance of

collaborative working and understand their own role and scope and identify how

this may develop over time. Staff are to prioritise their own workload and

ensure effective time-management strategies are embedded within the culture of

the team. Teamwork is essential in multidisciplinary environments and the post

holder is to work as an effective and responsible team member, supporting

others and exploring the mechanisms to develop new ways of working and work

effectively with others to clearly define values, direction and policies

impacting upon care delivery. Effective communication is essential, and all

staff must ensure they communicate in a manner which enables the sharing of

information in an appropriate manner. All staff should delegate clearly and appropriately,

adopting the principles of safe practice and assessment of competence. Plans

and outcomes by which to measure success should be agreed. Managing information

All staff should use technology and appropriate software as an aid to

management in the planning, implementation, and monitoring of care, and

presenting and communicating information. Data should be reviewed and processed

using accurate SNOMED CT codes to ensure easy and accurate information

retrieval for monitoring and audit processes Service delivery Staff will be

given detailed information during the induction process regarding policy and

procedure. The post holder must adhere to the information contained within the organisations

policies and regional directives, ensuring protocols are always adhered to.

The security of the organisation is the responsibility of

all personnel. The post holder must ensure they always remain vigilant and

report any suspicious activity immediately to their line manager.

Under no circumstances are staff to share the codes for the

door locks with anyone and are to ensure that restricted areas remain

effectively secured. Likewise, password controls are to be maintained and are

not to be shared. Professional conduct All staff are required to dress

appropriately for their role. Leave All personnel are entitled to take leave.

Line managers are to ensure all their staff are afforded the opportunity to

take a minimum of 25 days leave each year and should be encouraged to take all

their leave entitlement.

The following are the core responsibilities of the

Operations Manager. There may be, on occasion, a requirement to carry out other

tasks; this will be dependent upon factors such as workload and staffing

levels. The Operations Manager is responsible for: Operational Management

Attending meetings on behalf of Practice Manager

when required to do so

The ordering of consumables/Amazon purchases,

tea, coffee, and coffee capsules etc

Advising the Practice Manager of any changes

that would affect the Business Continuity Plan

Ensuring the Business Continuity Plan is

regularly updated and that all staff are informed and understand their roles

within it

Supporting the Practice Manager in the

day-to-day operations of the practice ensuring staff achieve their primary

Ensuring effective rota management, appointment

systems, and workflow processes

The production of GP rotas in conjunction with

the HR Partner

The management of all GP annual leave in

conjunction with the PM and Partners

The booking of locums in line with practice

protocol and within the agreed budget, unless prior approval is obtained from

the Practice Manager

Managing contracts for services, highlighting

issues and cost efficiencies (e.g., cleaning, gardening, window cleaning, etc.)

The management of all Pension or PCSE related

activities and queries.

The management and processing of all payroll and

overtime submissions

Managing DNAs, providing data and planning tools

coupled 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 services

through efficient administrative coordination

Ensuring a high standard of customer service is

maintained

Managing complaints, suggestions, and patient

queries in line with policy

Marketing the practice appropriately to ensure

the 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 staff

ensuring that they always adhere to policy and procedure

Reviewing and regularly updating job

descriptions and person specifications ensuring all staff are legally and

gainfully employed

Proactively overseeing HR processes and

procedures, ensuring effective and consistent management of the sickness

absence protocol.

Acting as the lead for recruitment including

pre-employment checks and DBS

Evaluating, organising, and overseeing the staff

induction program

Implementing and embedding an effective staff

appraisal process. Fostering a collaborative and positive work culture

Implementing and embedding an effective practice

and staff development plan for all staff (clinical and administrative) whilst

maintaining a robust training record

Implementing effective systems for the

resolution of disciplinary and grievance issues, maintaining an overview of

staff welfare

Conducting appraisals, managing performance, and

supporting professional development

Ensuring effective management of annual leave,

maintaining adequate rota coverage and appropriate skill mix, particularly

during peak periods such as school holidays, Christmas, and around Bank

Holidays

The organising of staff functions e.g.

Christmas, retirements etc.

The arranging of collections, gifts, flowers etc

in conjunction with the relevant managers

Implementing systems to ensure compliance with

CQC regulations and standards

Reviewing and updating clinical templates

ensuring they relate to current practice

Actively encouraging and promoting the use of

patient online services Clinical Systems and Data Management

Guiding staff and developing searches and audits

on the clinical system in conjunction with the PM.

Ensuring the practice website and social media

sites are up to date in conjunction with the PM.

Guiding the team to reach QOF targets (supported

by the Data Quality nursing and administrative leads)

Overseeing procurement and manage relationships

with external suppliers Strategic Planning and Service Development

Contributing to business planning and

implementation of strategic objectives

Supporting service development and quality

improvement initiatives Secondary responsibilities Patient and Community

Leading the management of the Patient

Participation Group in the absence of the Practice Manager

Coordinating practice involvement in PCN

meetings and data sharing Complaints and Incident Management

Implementing the complaints process, ensuring

complaints are dealt with in a timely manner and, where necessary, escalated to

the Practice Manager or Clinical Lead

Assisting in managing significant event reviews,

audits, and learning processes

Ensuring appropriate documentation and follow-up

of risk incidents or complaints Compliance and Risk Management

Ensuring all staff are aware of the management

of the premises, including health and safety aspects, and undertake risk

assessments and mandatory training as required

Monitoring and disseminating information on

safety alerts and other pertinent information

Ensuring full compliance with CQC, GDPR, Health

& Safety, and safeguarding regulations

Conducting regular premises risk assessments and

ensure compliance with H&S standards

Supporting the overall practice clinical governance

framework, submitting reports for QOF, enhanced services, and other reporting

Briefing clinicians on performance levels,

advising actions to ensure high achievement across all QOF areas

Tracking performance-related income (QOF,

enhanced services)

Residing in the heart of

beautiful, historic Wiltshire; St James Surgery is located in Devizes. Bristol,

Bath, Swindon and Salisbury are close by with good transport links to the rest

of 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 wide

multidisciplinary team with some practitioners employed to work across the very

successful Devizes PCN. Come over to St James for an informal chat and experience

the atmosphere of working in a brilliant team environment.

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: