Overview
The Red House Surgery is seeking a highly motivated and capable Operations Manager to support the delivery of high-quality, efficient, and patient-centred care. This is a key leadership role, working closely with the Practice Business Manager and Reception Manager(s) to ensure the smooth running of all operational and administrative functions within the practice.
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.
* Support the admin team and ensure the delivery of excellent and effective services to patients.
* Implement efficient workflows to optimise administrative processes and minimise patient waiting times.
* Provide administrative support to the multidisciplinary team.
* Assist the Business Manager with recruitment, training, and supervision of administrative staff.
* Conduct performance evaluations and provide ongoing training and development opportunities.
* Encourage and promote strong teamwork across staffing groups within the practice.
* Produce performance and quality standards, manage data quality, and support staff in the correct use of the clinical system.
* Oversee the claims process for work undertaken as part of the Quality and Outcomes Framework, National Enhanced Services, and local services.
* Ensure compliance with healthcare regulations, guidelines, and standards (GDPR, CQC, NHS England requirements).
* Act as practice administrator for the clinical system and coordinator for building maintenance and IT hardware issues, working closely with the Business Manager.
* Develop and maintain policies and procedures; focus on excellent customer service and patient experience.
* Implement strategies to improve patient satisfaction, including feedback mechanisms and prompt resolution of concerns.
* 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 KPIs (e.g., appointment wait times, patient outcomes) to identify areas for improvement.
* Implement quality improvement initiatives (e.g., staff training, 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 IT systems.
* Facilitate communication and collaboration between clinical and administrative staff to coordinate patient care.
* Liaise with external stakeholders (healthcare professionals, suppliers, regulatory bodies) to coordinate services and resolve issues.
* Serve as a point of contact for patient inquiries and complaints, resolving issues in a timely and professional manner.
* Prepare agendas for, and chair, practice meetings.
Qualifications, Skills and Experience
Essential
* GCSE Mathematics and English (B or above).
* Excellent communication skills (written and oral); ability to manage own workload and prioritise; strong IT skills; problem solving and analytical skills.
* A minimum of 3 years’ experience in a managerial role in Primary Care; experience in rota management with capacity planning; competence in leading meetings and facilitating effective team communication.
Desirable
* Knowledge of SystmOne and Xero.
* Familiarity with HR procedures including recruitment, onboarding, appraisals, absence management, and disciplinary processes.
* Knowledge in clinical coding and clinical administrative tasks.
Other
* Polite and confident, flexible and cooperative, motivated, forward-thinking, with high integrity and loyalty.
* Sensitive and empathetic in distressing situations; ability to work under pressure.
* GCSE Mathematics & English (B or above); desirable Level: A level Mathematics & English; qualification in Healthcare Management or Business Administration.
Disclosures
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a Disclosure to the Disclosure and Barring Service (DBS) will be required to check for any previous criminal convictions.
Employer details
Employer name: Red House Surgery
Address: 96 Chesterton Road, Cambridge, CB4 1ER
Website: https://www.redhousesurgery.nhs.uk/
Location: 96 Chesterton Road, Cambridge, CB4 1ER
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