The Red House Surgery is seeking a highly motivated and capableOperations Manager to support the delivery of high-quality, efficient,and patient-centred care.
This is a key leadership role, working closely withthe Practice Business Manager and Reception Manager(s) to ensure the smooth running ofall operational and administrative functions within the practice.
Main duties of the job
Responsible for both the main site and branch sites of the practice
You will have responsibility and accountability for managing and coordinating all aspects of practice functionality, leading, guiding, motivating and managing staff, achieving and maintaining a happy and committed team, IT management, implement and lead on Health & Safety, liaising with local health organisations, managing equipment & practice supplies, keeping the partners abreast of forth coming changes in the NHS and proposing options for change, optimising efficiency and financial performance, ensuring the practice achieves its long-term strategic objectives within in a profitable, efficient safe and effective working environment.
Through innovative ways of working, lead the team in promoting quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development and ensure the practice complies with CQC regulations.
About us
We are a well established, well organised, supportive practice in Cambridge, serving 21,800 patients. We have three partners and a team of salaried doctors, retainer doctors, Physician Associates, nurses, GPA's. physiotherapists, clinical pharmacists, social prescribers and social prescribers.
We have a strong interest in teaching and training medical students and GP trainees. We play an active role in Cantab PCN.
We have consistently high QoF achievement and are rated good by CQC.
The three partners enjoy a close working relationship with the Practice Business Manager, Operations Manager, and Reception Manager and each other. We regularly meet to ensure the best communication and collaboration possible to meet our common goals. We prioritise staff well-being.
Job responsibilities
Manage day to day administrative operations, including appointment scheduling, patient registration, and medical records management.
Oversee the processing of patient correspondence, including referrals, test results, and prescription requests.
To support the admin team and ensure the delivery of excellent and effective services to patients
Implement efficient workflows to optimize administrative processes and minimize patient waiting times.
To be responsible for undertaking a wide range of administrative duties and the provision of administrative support to the multidisciplinary team.
Assist Business Manager with the recruitment, training, and supervision administrative staff
Conduct performance evaluations and provide ongoing training and development opportunities.
To encourage and ensure strong team working between the various staffing groups in the practice
To be responsible for the production of performance and quality standards within the practice. To manage data quality issues, providing advice, guidance and support to all practice staff in the correct use of the clinical system. To oversee the claims process for work undertaken as part of the Quality and Outcome Framework, National Enhanced Services and local services.
Ensure the practice complies with relevant healthcare regulations, guidelines, and standards, including GDPR, CQC regulations, and NHS England requirements.
To act as practice administrator for the clinical system and as practice coordinator for building maintenance and IT hardware issues; working closely with the Business Manager
Ensure the practice complies with relevant healthcare regulations, guidelines, and standards, including GDPR, CQC regulations, and NHS England requirements.
Develop and maintain policies and procedures.
Focus on providing excellent customer service and enhancing the patient experience.
Implement strategies to improve patient satisfaction, such as implementing feedback mechanisms and addressing patient concerns promptly.
Coordinate patient education and communication initiatives to promote patient online services.
Identify opportunities for quality improvement in practice operations and patient care delivery.
Collect and analyse data on key performance indicators, such as appointment wait times and patient outcomes, to identify areas for improvement.
Implement quality improvement initiatives, such as staff training programs or process redesign, to enhance efficiency and effectiveness.
Oversee the implementation and utilisation of patient online systems and other technologies to streamline processes and improve patient care.
Ensure staff are trained in the use of practice IT systems.
Facilitate communication and collaboration between clinical and administrative staff to ensure coordinated patient care.
Liaise with external stakeholders, including healthcare professionals, suppliers, and regulatory bodies, to coordinate services and resolve issues.
Serve as a point of contact for patient inquiries and complaints, working to resolve issues in a timely and professional manner.
Preparing agendas for, and chairing practice meetings.
Person Specification
Experience
* A minimum of 3 years experience of working in a managerial role in Primary Care
* Experience in rota management, ensuring adequate cover is organised
* Competence in leading meetings and facilitating effective team communication
* Familiarity with HR procedures including recruitment, staff onboarding, appraisals, absence management, and disciplinary processes.
* Knowledge in clinical coding and clinical administrative tasks
Skills
* Excellent communication skills (written and oral)
* Ability to Manage Own Workload and Prioritising
* Attention to Detail
* Problem solving & analytical skills
Personal Qualities
* Polite and confident
* Flexible and cooperative
* Motivated
* Forward thinker
* High levels of integrity and loyalty
* Sensitive and empathetic in distressing situations
* Ability to work under pressure
Qualifications
* GCSE Mathematics & English (B or above)
* A level Mathematics & English
* Qualification in Healthcare Management or Business Administration
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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