Job Description Operations Manager

Scope of Role
The Local Operations Manager will be responsible for all operational standards and performance of the Urgent Care Centre. Clinical input will be provided by the Lead GP based at the centre, with additional support and clinical leadership provided by the Group Medical Director based at the Central Support Office.
The Operations Manager will work with the Lead GP to ensure the highest possible standards, both operational and clinical, are met.
To ensure profitable, successful and safe operation of the One Medicare Primary Care facilities.
Key working relationships summary
Patient Services Director:The Operations Manager will report directly to the Patient Service Director
Group Medical Director:The Operations Manager works closely with the Group Medical Director in all clinical areas, who will provide clinical leadership and governance support
Staff:The Operations Manager will act as a mentor for all staff in relation to specific tasks and components required of their role. In addition the Operations Manager will support the individuals and the One Medicare Executive team in determining and arranging necessary training their centre.
Main Duties and Job responsibilities
People Management
  • Develop and mentor existing staff on an as needs basis
  • Promote the effective communications and team ethos across all team members within the centre
  • Facilitate the resolution of any grievance and disciplinary actions with the support of the HR department
  • Assist the recruitment and retention of staff in conjunction with Central Support OfficeHR Department
  • Ensure that all staff are legally and gainfully employed. Monitor skill-mix and deployment of staff
  • Manage staffing levels within target budgets
  • Evaluate, organise and oversee staff induction and training and ensure that all staff are adequately trained to fulfil their role
  • Implement staff appraisal and monitoring systems as provided by Human Resources
  • Support and mentor staff, both as individuals and as team members
  • Ensure the local management and update of the HRIS system (Human Resource Information System) for the centre
  • Convene and oversee regular practice meetings
  • Communicate development needs of staff (individual and group) to Group Operations Manager
Financial Management
  • Monitor budgets and cash flows and seek to maximise income, producing monthly reports for Directors/Operations meetings
  • Approve and monitor overtime and locum use
  • Manage appropriate systems for handling and recording of cash and cheques and petty cash
Contracts Management
  • Understand the contractual targets required by the contract provider
  • Review and update protocols and procedure and feed information to the Patient Services Director
  • Routinely monitor and assess company performance against patient access and demand management targets including local KPI’s
  • Monitor and evaluate performance against target
  • Monitor and evaluate performance against organisational objectives; identify and manage change
  • Collate and monitor data required by the contractor provider (NHS England/CCG). Attend regular review meetings with the NHS Local Area Team and/or CCG
Facilities Management
  • Ensure that premises are properly maintained and cleaned and adequate fire prevention and security systems are in place
  • Manage the procurement of equipment, supplies and services within target budgets
  • Implement effective Health & Safety policies and procedures and keep abreast of current legislation
  • Arrange appropriate maintenance for company equipment
Patient Services
  • Adopt a strategic approach to the development and management of patient services
  • Ensure service development and delivery is in accordance with local and national guidelines
  • Ensure that the company complies with NHS contractual obligations in relation to patient care
  • Oversee and/or develop and manage an effective appointments system
  • Oversee and/or organise timetables, duty rotas and holiday cover
  • Oversee the effective complaints management system
  • Liaise with patient groups/Healthwatch
Strategic Planning
  • Keep abreast of local developments and identify potential threats and opportunities, including PBC and other initiatives
  • Contribute to strategy; formulate objectives develop ideas in order to promote awareness of the One Medicare brand and the GP led centre within the local community
  • Develop and maintain effective communication both within the centre, the organisation and with relevant outside agencies
  • Identify areas in which the company can offer private medical services; design and implement the provision of these services
Information Management and Technology
  • Motivate, support and monitor staff in use of IT; organise, oversee and evaluate IT training
  • Work with clinicians and admin staff to ensure collection of good quality data
  • Ensure that he company has effective IT data security, back-up, maintenance and disaster recovery plans in place
  • Inputting of relevant information onto the company intranet
Competencies
  • Strong communication skills. The ability to build relationships at all levels.
  • Highly motivated and enthusiastic with a ‘can do’ attitude
  • A ‘self-starter’ with the ability to plan and organise workload effectively
  • Creative, flexible and able to work in a time pressured environment.
  • Excellent attention to detail.
  • Strong computer literacy
  • Knowledge of Primary Care provision
  • Experience of developing/implementing new services
  • Experience of working in a corporate organisation with Central Support Officestructure
  • Experience of working strategically to build on revenue opportunities
  • Capacity to multi-task
  • Extensive experience of reporting to strict budgets and targets
  • Ability to demonstrate experience of change management
  • Experience of management across multi disciplines
  • Ability to mentor junior staff
  • Experience of FM management
Communication
The post-holder should recognise the importance of effective communication within the team and will strive to:
  • Communicate effectively with other team members around the businesses to build positive relationships
  • Be able to adapt their communication style where appropriate
  • Work effectively with all functions to deliver the business aims
Personal/Professional Development
The post-holder will have the opportunity to participate in various training programmes implemented by the company, and will have access to the E-Learning Academy. In addition to this there is an annual performance management cycle including:
  • Annual appraisal and performance review, with 6 monthly interim reviews
  • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work, with the opportunity to train and mentor colleagues and peers
Quality
The post-holder will strive to maintain quality within the company, 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 make suggestions on ways to improve and enhance the team’s performance
  • Work effectively with individuals in other agencies
  • Effectively manage own time, workload and resources
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, Centre staff and other healthcare workers. They may also have access to information relating to the Centre as a business organisation. All such information from any source is to be regarded as strictly confidential
Contribution to the Implementation of Services
The post holder will:
  • Apply company 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
Health & Safety
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the Centre’s Health & Safety Policy, to include:-
  • Using security systems within the workplace according to Practice guidelines
  • Identifying the risks involved in work activities and understanding such activities in a way that manages those risks
  • Making effective use of training to update knowledge and skills
  • Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
  • Reporting potential risks identified
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 people’s rights, interpreting them in a way that is consistent with company procedures and policies and current legislation
  • Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
  • Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights
  • The post-holder will abide by the equal opportunities policy contained within the employee handbook
Note
This job description is not intended to form part of the contract of employment or to be a complete list of duties and responsibilities, but it is a guide, for information, to the job. It will be periodically reviewed in the light of developing work requirements in the role. The post holder will participate in the review.

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One Medicare Operations Manager (July 2013)