JOB DESCRIPTION
1. General Information
JOB TITLE: General Manager
LOCATION: Colchester, Essex
HOURS: 22.50 to 37.5 per week
REPORTS TO: CEO
CONTRACT TYPE: Maternity Cover, Starting March/April 2018
2. Maternity Cover
We are recruiting Maternity Cover for our General Manager, with main responsibilities to include:
HR – Performance Management and Supervision of staff and recruitment where required and ensuring all training and Clinician Accreditation is up to date.
CQC and Clinical – Generally oversee Compliance and manage inspections. Liaise with the Clinical Director to ensure all clinical matters are managed by appropriate members of staff.
Management of all incidents and complaints.
Operational – monitoring new services in Hertfordshire and Thurrock, and setting up new clinics if appropriate. Complete bids for new contract. Liaison with NHS contract managers regarding our performance. Assist with management and development of our IT System
Information Governance – oversee completing of IG Toolkit and preparation for GDPR.
Facilities Management – oversee management of facilities
Business Development- Look at development of new NHS and self-pay services in Suffolk, Mid Essex and other local areas. Develop and implement marketing strategy and activity to raise awareness of Tollgate Clinic.
3. Organisation Summary
Tollgate Clinic is a privately-run NHS Business Partner delivering highly-user-rated surgical and diagnostic treatments on behalf of North East Essex, Southend, Castlepoint & Rochford, and East & North Herts Clinical Commissioning Groups. Patients are referred by a GP and all administration and treatment occurs at our modern community premises. After experiencing steady growth and faced with a range of opportunities the General Manager will manage the day to day operation of Tollgate Clinic and its satellite units, oversee and improve existing activity as well as contribute to new business development. Our goal is to lead or support the creation and delivery of similar services wherever we can replicate our success for the benefit of patients, commissioners and our team. We believe in promoting patient choice and the highest quality of care for the benefit of the general public.
4. Job Summary
Responsibility for all aspects of day-to-day operational activity at Tollgate Clinic, except clinical delivery and financial transactions. These will be managed by the Clinical Director and by the Group Accountant, with whom you will regularly collaborate. Whilst you will also work with the CEO in setting and implementing strategic direction, you will receive minimal supervision on a day-to-day operational basis. You will have the support of two administrative staff and will be able to take on extra resource if justified by the expected growth in activity.
In daily operations your objective is to achieve a premium quality service for patients and clinicians by ensuring resources are used efficiently, standards and policies are maintained and adhered to, data is carefully managed and working relationships stay strong. You will have to respond to problems and concerns and resolve these quickly in line with current policies and legislation, whilst keeping costs low and adhering to relevant regulations.
Non-operationally, your objective is to support improvement and expansion of the business. Working closely with the CEO, Clinical Director and the Board you will be expected to use entrepreneurial initiative to implement projects that both improve services to patients and make sound commercial sense. These will focus both on our clinic in Colchester and on other locations. You will help to promote and deliver projects and services to NHS commissioners, clinicians, patients and suppliers through presentations, marketing and negotiations around the region.
The role offers limited structure and you will be expected to navigate uncertainty, manage and develop staff and develop the role to its full potential.
5. Key Relationships
Internal: collaborate with Clinical Director and Group Accountant; manage and oversee staff whether permanent contracted, self employed or contractors irrespective of location (termed staff for the purpose of this job description).
External: Patients, NHS Commissioners, GPs, Practice Managers, business partners and suppliers.
6. Duties and Responsibilities
Operational planning and Service management
a. day to day efficient and effective operational management, linking appropriately with clinical, financial, administrative and maintenance staff.
b. resolve problems and concerns from all stakeholders as they arise; implement longer term solutions to issues raised.
c. manage expenditure on goods and services, liaising with Group Accountant.
d. promote a safe, secure, well-equipped and welcoming environment for patients and staff.
e. Develop an operational plan which incorporates goals and objectives that work towards the strategic direction of the organisation.
Human Resourcing
f. manage timely renewal of personnel contracts and professional accreditations (including clinicians).
g. manage and appraise work of Clinic Administrator, Receptionist, Information and Compliance Manager, local Marketing and Operational Executives including designing and implementing development plans.
h. pursue own training and development plan as agreed with the CEO
i. arrange cover for absence for all staff.
j. anticipate changes to organisation’s HR requirements, manage organisational change and recruitment of new team members.
k. develop and motivate all staff and external partners through effective leadership.
Legal and Contractual Compliance
k. understand and ensure compliance with all legal and contractual requirements affecting Clinic services, eg use of information, care quality, office health & safety.
l. own and keep up-to-date documentation of all related Clinic policies.
m. perform risk assessments and policy audits where appropriate.
n. Oversee submission of annual Information Governance Statement of Compliance and drive in-year improvement in IG compliance.
o. maintain registration and compliance with the Care Quality Commission.
p. Monitor developments in regulations and requirements which may affect day-to-day services and advise management on implications and response.
Performance Analysis and Management
q. manage the capture and analysis of data to provide timely and accurate information on activity levels, trends and performance to all relevant stakeholders, especially CEO.
r. collaborate with Clinical Director on capture and audit of clinical data and on monitoring patient satisfaction, feedback and complaints.
s. Work with CEO and Group Accountant to ensure budgets and financial plans are up to date and on target.
t. Manage the production of monthly activity and performance reports to share with wider management team and with NHS commissioners.
u. draft annual service audit reports.
v. Manage Information and Compliance Manager in monitoring and analysing data for trends and identify interventions to drive improvement.
Communication and Representation
w. build effective networks within the NHS, third parties and the community.
x. coordinate effective team meetings and appropriate follow-up.
y. promote a positive image of Tollgate Clinic both internally and externally.
Business Development
k. identify and (if approved) implement improvements to exisiting arrangements, systems and processes with a focus on improving service to patients, managing risk, increasing revenue and reducing costs
l. support CEO and Clinical Director in interpreting developments in NHS commissiioning and reford, respoinding to the evolving challenges and opportunities
m. work with the CEO and Clinical Director in pursuing and delivering new contracts in service provision, clinical training and management consultancy at exisiting or new service locations
Occasionally the Company may require the General Manager to carry out other functions as a result of commercial, clinical, political or national changes of initiatives.
The role of General Manager may involve some travel to other locations.
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