operations manager Stafford, England
Job description
Looking for something different from traditional general practice?
Would you like to become a member of our Primary Care Directorate operations management team providing innovative care to our patient population as part of an outstanding CQC organisation?
We are looking to appoint a highly motivated and committed Operations Manager to join our team. This is a pivotal post in the operational delivery of quality and innovative primary care services. We are a friendly and well organised team with a forward thinking approach.
Holmcroft Surgery forms part of NSCHT's Primary Care Directorate. We are a high achieving, patient centred practice and have implemented a care model to improve patient experience, providing urgent and routine appointments.
This is a fantastic opportunity for those looking for career progression as an NHS manager and to seek experience within general practice as part of an integrated service.
This role is responsible for front of house operational services ensuring that relevant practice bases operate efficiently and effectively. This will include the management of administrative staff and operational supervision and support of clinical staff. The role will assist the senior leadership in achieving the optimum level of organisation delivery and promoting excellence in primary care. This will include assisting the practice in achieving the optimum level of access to patients by coordinating efficient triaging service, overseeing patient demand on a daily basis and promoting excellence in primary care.
This role will focus on the efficient management and control of organisational systems involved in patient care delivery and the efficient running of processes. The post holder to work in conjunction with other members of the operational management team, as well as individual responsibilities such as staff rotas, person management, petty cash, report logging and processing, patient support etc. Ongoing support and guidance is available at all times.
The role will include regular direct contact with patients, including the management and resolution of any complaints. The role requires essential front line involvement into the day to day running of reception and administration duties. The post holder will act as an additional receptionist where necessary.
Being part of the Team at Combined is fantastic in itself. But apart from the teamwork, the fulfilment, the support and the enjoyment you’ll gain, there are also some specific benefits which we think make it a great idea to join Combined Healthcare.
Not only would you be joining an Outstanding Trust that offers excellent training, development and support, we commit to our employees well-being through work life balance, on-going development, support and reward.
Our vision is ‘To be Outstanding in all we do and how we do it’ and the way we do inclusion is no exception. As a ‘Disability Confident Employer’, we very much believe that inclusion is something that you feel when you work at the Trust and we are continuously developing our culture of inclusion. Our teams pride themselves on compassion, team work and resilience.
Key Duties/Responsibilities
- Day to day supervision of the administrative, reception and secretarial teams and their areas of work.
- To act as a duty manager service to the organisation for day to day operational management.
- To act as an immediate point of contact for the practice team for trouble shooting and problem sorting.
- To oversee daily patient access, making immediate adjustments when appropriate to do so and within an agreed remit.
- To contribute towards the induction and implementation of new working systems.
- To contribute towards organisation targets, including QOF,QIF, enhanced services and KPIs.
- To act as a facilitator for clinical and administrative staff between practice and its providers thus ensuring optimum patient management and rapid implementation of resources available.
- Troubleshoot IT problems within an agreed remit as they occur.
- Contribute and manage agreed recall systems including practical implementation and support where required.
- Supervision and maintenance of GP Registration links - troubleshoot and problem solving.
- Supervision and maintenance of the downloading of Pathology Laboratory electronic links and also train administrative staff to undertake these tasks accurately.
- The role holder is guided by policies and protocols but is largely unsupervised. They are responsible for decision making and working within agreed boundaries.
- Works within, practice occupational policies and procedures, which may require judgement within an agreed remit.
- To receive complex information and to relay this information as appropriate. Communication will be with a range of internal and external stakeholders including team members, patients and external agencies.
- To effectively communicate with team members, which may require appropriate negotiation and persuasive skills.
- To effectively communicate with patients or their families.
- To act as Complaints Officer and first point of contact/liaise with patients, external agencies to maximise solution of problems or provision of information.
- To ensure appropriate tact and diplomacy when liaising with patients, their families, staff groups or external agencies as required.
- Act as immediate point of contact for team members, trouble shooting and problem solving.
- To act as a primary liaison person in the absence of the senior leadership team.
