We are looking for a dynamic Operational Practice Manager to manage and coordinate all aspects of practice functionality, including motivating and managing staff, patient services, premises and health and safety management. Using innovative ways of working to lead and support the team and ensure the practice complies with CQC regulations.
We are looking for someone with:
* Energy, pace, ability to multitask and prioritise effectively
* Growth mindset
* Proactive thinking
* Ability to engage and manage the Partners
* Confidence and initiative
* Strong communication and diplomacy
Applicants must be conscientious, provide solid leadership and have a sound knowledge of HR, financial management and business planning. Resilience, creativity and a sense of humour are desirable traits to be able to embrace the challenges of working in an everchanging health service.
Previous management experience, competency in IT and effective communication skills at all levels are essential. General Practice experience is desirable.
Main duties of the job
The General Practice Operational Practice Manager is an important senior leadership role, responsible for overseeing the administrative and operational aspects of a general medical practice.
Job responsibilities
To manage the practice to meet contractual, quality and safety expectations. To work closely with the Business Manager and Partners to ensure efficient systems of management to include HR, IT, and Risk Management and delegate tasks appropriately.
The Operational Practice Manager will focus on the day-to-day operability of the practice, championing confidentiality, collaborative working, service delivery, learning and development and promoting a positive working environment.
Lead the practice in the day to day operations of the practice, ensuring staff achieve their primary responsibilities.
Working closely to support QOF administration.
The role ensures full compliance with CQC standards and provides direct line management for all staff.
The manager leads staff induction and maintains accurate job descriptions and employment documents.
They embed effective appraisal systems and staff development plans and ensure all mandatory training is delivered.
The role manages staff welfare and supports fair and consistent grievance and disciplinary processes while keeping oversight of HR legislation.
The manager works with the Business Finance Manager to oversee budgets and spending and manages service contracts and insurance cover.
They lead business resilience planning and coordinate the review of all practice policies.
The role drives change and improvement projects and leads the creation of practice reports and development plans.
The manager oversees procurement and takes a strategic approach to patient services.
They develop internal and external communication strategies and ensure compliance with NHS contract duties.
The role promotes patient online services and represents the practice at external meetings including PCN events.
The manager oversees the Patient Participation Group.
They act as the complaints manager ensuring timely and appropriate resolution.
The role includes premises management health and safety oversight and ensuring all staff receive suitable training. Observe health and safety guidelines at all times and undertake risk assessments.
The manager prepares agendas, chairs meetings and records minutes and leads innovation and technology adoption. They may also deputise for partners and act as the main contact for external bodies.
Comply with legislation in relation to confidentiality and the General Data Protection Regulations.
Any other responsibilities as appropriate to the role.
In conjunction with the management team, regularly review significant incidents. Provide support to staff on significant event incident reporting and update at team meetings as required. Arrange significant event meetings, invite relevant staff and follow up and report on any actions identified.
Develop practice protocols and procedures, review and update as required.
Complete risk assessments for health and safety issues.
Oversee the work of staff, ensure timely and accurate work and ensure that staff achieve their responsibilities.
Any other duties that may be delegated by the Business Manager.
General
Have a responsible and flexible approach to duties and availability.
Present a cheerful, calm, logical and reasoned demeanour to staff, GPs and patients at all times.
Participate actively in training, meetings, practice and personal development.
Communication
The post-holder should recognise the importance of effective communication within the team and will strive to:
* Communicate effectively with other team members and health care providers
* Communicate effectively with patients and carers
* Recognise peoples needs for alternative methods of communication and respond accordingly
* Support colleagues and visitors when they are distressed/angry by behaving appropriately; recognising your limitations and seeking assistance from others; avoiding direct physical contact with aggressive clients and report any incident you feel has put you at risk
* Be willing to swap shifts, provide internal cover, should the need arise due to illness/holidays or staff shortages.
Confidentiality
* In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
* In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
* Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
Building maintenance
Assist with arranging contractors to carry out any repairs needed to the building.
Assist with ensuring that regular contracted maintenance is carried out.
Health & Safety
The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to):
* Assist in ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management.
* Maintain an up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the business.
* Using personal security systems within the workplace according to practice guidelines
* Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business.
* Making effective use of training to update knowledge and skills, and initiate and manage the training of others.
* Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
* Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised.
* Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business.
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
* Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
* Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
* Behaving in a manner that is welcoming to the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the practice as part of this employment, with such training to include:
* Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
* Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post-holder will strive to maintain quality within the practice, and will:
* Alert other team members to issues of quality and risk.
* Assess own performance and take accountability for own actions, either directly or under supervision.
* Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance.
* Work effectively with individuals in other agencies to meet patients needs.
* Effectively manage own time, workload and resources.
Contribution to the implementation of services
The post-holder will:
* Apply practice policies, standards and guidance.
* Discuss with other members of the team how the policies, standards, and guidelines will affect own work.
* Participate in audit where appropriate.
Person Specification
Qualifications
* Good standard of education with excellent literacy and numeracy skills sufficient to manage a small to medium sized business.
* Management and leadership qualification.
Experience
* Experience of managing multidisciplinary teams.
* Experience of performance management including appraisals, staff development and disciplinary procedures.
* Experience of successfully developing and implementing projects.
* Experience of HR processes, workforce planning and development.
* Experience of working in a healthcare setting.
* NHS/primary care general practice experience.
* Relevant health and safety experience.
* Use of EMIS clinical system.
Skills and Abilities
* The ability to work under pressure with good time management skills.
* The ability to manage workload priorities.
* Ability to listen and empathise.
* Good IT skills including Word, Outlook and Excel.
* Ability to manage conflict and come to positive outcomes.
* Ability to motivate others and team development.
* Excellent communication and people skills.
* Experience of working as part of a multidisciplinary team.
* The ability to use initiative and to work proactively and reactively to manage issues and problems to gain a good solution or a positive outcome.
* Self-motivated and shows initiative able to work with minimal direction and manage own workload effectively.
* Caring, confident and enthusiastic.
* Calm under pressure.
* Diplomatic.
* Ability to work under pressure.
* Good work attendance record.
* Good time keeping.
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.
About us
About the Dale Medical Practice, we are:
* A supportive, forward thinking practice in a village location close to Wolverhampton in the Midlands.
* GMS Training Practice with 6500 patients.
* Good CQC rating across all areas, June 2017.
* High QoF achievement.
* 4 GP Partners.
* We have an amazing team with a Salaried GP, Business Finance Manager, IT and Project Manager, Advanced Nurse Practitioner, Practice Nurse, Nurse Associate, GPA, Reception and Administrative team.
* PCN ARRs staff FCP, Pharmacist, Paramedic, MHP, Dietitian, Social Prescriber, Health and Wellbeing Coach, Care Coordinators.
* Regular MDT meetings with our community colleagues.
* Active PPG.
* We work closely with our neighbouring practices playing an active role in Seisdon PCN (Primary Care Network).
Salary is competitive and commensurate with experience. (c31k48k)
For further information/informal visits please contact: linda.smith2@staffs.nhs.uk
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