Job Description

Long Lane Surgery is seeking a dedicated and enthusiastic Operations Manager with strong leadership skills to oversee the day-to-day operations of our practice. You will work closely with and report to the Practice Manager.

Join our friendly and motivated team, where your contributions will be genuinely appreciated.

We offer flexible working arrangements to help you achieve a healthy work-life balance.

Join our practice and, with full support from our multidisciplinary team, you'll have the opportunity to provide high-quality primary care services to a diverse population of approximately 14,000 patients.

We are offering:

Competitive salary (depending on experience) and NHS Pension
37.5 hours per week with the possibility of a 4-day work week
5 weeks of annual leave plus bank holidays
Established workflow protocols
In-house career development and mentoring
Opportunities to learn new skills
Regular investments in both collective and individual staff training
Daily team coffee break with Nespresso
Innovative and forward-thinking environment
Close collaboration with our established Primary Care Network, Community Services, and the ICB
In-house minor surgery, joint injections, coils, Nexplanon, hand surgery, and vasectomy
A collaborative and supportive team that includes:

2 Partners, 6 Salaried GPs, 3 Advanced Nurse Practitioners, 2 Paramedics, 2 Practice Nurses, 1 Trainee Nursing Associate, 2 Health Care Assistants, 2 Phlebotomists, and 3 Pharmacists

Medications Team managing patient medication queries and discharge letters

Efficient and friendly administrative support

Well-trained Care Navigators for effective patient signposting

A dedicated Mental Health Practitioner and Social Prescribing team

Additional Benefits:

State-of-the-art facilities and modern medical equipment
Professional development opportunities
Team-building activities and social events
Employee wellness programs to support your health and well-being
A positive and inclusive workplace culture where everyone’s voice is heard

Job Summary:

To provide first line supervision to the Management Team and to ensure these areas work efficiently.
To support the practice manager in all aspects of practice functionality, motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment.
To focus on the day-to-day operability of the practice and support the practice manager leading the team in promoting ED&I, SHEF, Quality & CI, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and promoting a positive working environment.

Primary Responsibilities:

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:

Supporting the practice manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
Providing leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times
Overseeing the administrative elements of QOF, liaising with GPs, Nursing staff and administrators
Implementing systems to ensure compliance with CQC regulations and standards
Direct line management of the following staff: Assistant Manager, Nurse Manager, Pharmacist/Medications Team Lead, Administration Manager, Care Navigation Manager, Clinical Manager
Acting as the lead for recruitment including pre-employment checks and DBS
Evaluating, organising and overseeing the staff induction programme
Implementing and embedding an effective staff appraisal process
Implementing and embedding an effective practice and staff development plan, including mandatory training programmes
Overseeing staff training, ensuring all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively
Recruitment of staff including recruitment, interviewing, appointment processes
Annual performance appraisals for direct reports
Performing 3 and 6 month reviews for all new direct reports and ensure these reviews are completed for all staff
Coordinating the reviewing and updating of all practice policies and procedures
Managing the procurement of practice equipment, supplies and services
Adopting a strategic approach to the management of all patient services matters
Implementing and embedding an effective communication strategy (internal and external)
Ensuring the practice maintains compliance with its NHS contractual obligations
Actively encouraging and promoting the use of patient online services
Liaising at external meetings as required
Marketing the practice appropriately
Leading the management of the Patient Participation Group
Guiding staff and developing searches and audits on the clinical system
Reviewing and updating clinical templates ensuring they relate to current practice
Overseeing the complaints, ensuring they are dealt with in a timely manner and where necessary escalated to the next level
Dealing with more complex enquiries from patients, deputising for the Practice Manager as Practice complaints officer
Overseeing significant events, ensuring they are dealt with in a timely manner and where necessary escalated to the next level
Overseeing the management of the premises, including health and safety aspects such as risk assessments and mandatory training, ensuring the Practice is complaint
Continually assessing and evaluating systems, recommending changes and improvements to the Practice Manager as appropriate
Providing and promoting an enthusiastic support role and maintain team efficiency
Attending and participating in identified practice meetings
Identifying trends and devising solutions to reduce risk and repeated occurrences of significant events
Presenting findings of annual complaints and significant events to the practice team
Looking after the welfare of all practice staff
Ensuring staff adhere to policy and procedure at all times
Working as a flexible member of the team to ensure the smooth running of the practice, providing support to other team members when necessary
Monitoring and disseminating information on safety alerts and other pertinent information
Ensuring clinical system have been configurated by the IT Officer, as indicated by LHIS
Monitoring compliance with health and safety legislation, providing leadership and direction for staff

Secondary Responsibilities:

In addition to the primary responsibilities, the Operations Manager may be requested to:

Deputise for the Practice Manager
Act as the primary point of contact for NHS(E), CCG, PCN, community services, suppliers and other external stakeholders in the absence of the Practice Manager
Support the practice and management team with continuous improvement and change initiatives
Ensure all staff are aware of the management of the premises, including health and safety aspects and undertake risk assessments and mandatory training as required - primary
Support the overall practice clinical governance framework, submitting reports for OQF, enhanced services and other reporting requirements using CQRS/ Open Exeter etc.
Preparing agendas for, and chairing practice meetings
Manage the clinical system, ensuring IT security and IG compliance at all times
Respond to and resolve all local IT issues where appropriate
Ensure the effective use of ERS, EPS and other IT programmes
Assist in ensuring all staff are up to date with all mandatory training requirements
Assist with the ordering of stationery and supplies, and ensure effective stock control as required
Act as the building manager, dealing with defects, maintenance and all other associated tasks
Ensure all staff have the appropriate smart card access to the clinical system
Coordinate portable appliance testing (PAT)
Maintain an equipment log
Manage asset registers as directed by the Practice Manager
Coordinate all staff absences, maintaining an effective absence register
Act as the communication link between the management team and staff
Represent the practice locally as required
Maintain a working knowledge of ICB initiatives
Maintain a working knowledge of CQC requirements
Maintain a working knowledge of QOF requirements

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