Operations Manager

Job Title: Operations Manager Practice: The Medical Centre, Driffield Location: Driffield and Wetwang Responsible to: Management Team Accountable to: GP Partners through the Practice Manager Contract: Permanent Hours: 37

Job Purpose The Operations Manager will work closely with the Practice Manager to support the effective, efficient and safe day-to-day operation of The Medical Centre.

The post holder will have responsibility for coordinating and improving operational systems and processes across the practice, supporting team leaders and colleagues, monitoring performance, managing operational projects and ensuring that agreed actions are delivered.

The role requires an organised, proactive and practical individual who can identify problems, develop solutions and take ownership of agreed areas of responsibility. The post holder will work across clinical and non-clinical teams and will contribute to continuous improvement, governance and the development of high-quality patient services.

The role covers both the Driffield and Wetwang sites.

Key ResponsibilitiesOperational Management Support the Practice Management Team with the effective day-to-day operation of the practice.

Coordinate agreed operational functions across the practice and ensure actions are followed through.

Monitor operational issues and identify opportunities for improvement.

Review existing processes and introduce practical improvements where appropriate.

Ensure agreed policies, procedures and operational systems are implemented consistently.

Support effective communication between clinical and non-clinical teams.

Assist with business continuity and operational resilience.

Deputise for the Practice Manager when required and agreed.

Team Support and Workforce Work closely with existing team leaders to support effective team performance and service delivery.

Provide operational support and guidance to team leaders and colleagues.

Assist with workforce planning, recruitment, induction and staff development.

Monitor training, appraisal and mandatory training requirements as delegated.

Support the Practice Manager with staff wellbeing, attendance and performance matters.

Help ensure appropriate staffing arrangements are maintained across the practice.

Encourage a positive, supportive and accountable working culture.

Patient Experience and Access Support the practice in providing an efficient, professional and patient-centred service.

Monitor operational aspects of patient access and identify areas requiring improvement.

Work with clinical and administrative colleagues to improve patient pathways and processes.

Support the management of patient feedback, complaints and concerns as delegated.

Identify opportunities to improve the patient journey and experience.

Governance, Quality and Compliance Support the Practice Manager with CQC readiness and compliance.

Coordinate agreed actions arising from audits, inspections, incidents, complaints and significant events.

Ensure relevant documentation and evidence is maintained.

Support implementation and review of practice policies and procedures.

Assist with risk management and Health & Safety requirements.

Support Information Governance and confidentiality requirements.

Ensure agreed governance actions are monitored and completed.

Performance and Service Improvement Monitor agreed operational performance measures and provide information to the Practice Manager.

Identify areas where processes, performance or efficiency could be improved.

Lead or support agreed improvement projects.

Develop and monitor action plans.

Coordinate implementation of changes to systems and working practices.

Evaluate the effectiveness of improvements and make recommendations where appropriate.

Promote a culture of continuous improvement across the practice.

NHS Contractual and Quality Requirements Support the Practice Manager with the delivery of NHS contractual requirements.

Assist with QOF, Enhanced Services and other contractual or quality requirements as and when appropriate.

Coordinate relevant administrative processes and deadlines.

Ensure agreed actions are completed and appropriately recorded.

Support preparation of information and evidence required by the practice.

Premises and Facilities Coordinate day-to-day operational issues relating to the practice premises at Driffield and Wetwang.

Liaise with contractors, suppliers and service providers as required.

Ensure maintenance and facilities issues are reported and followed through.

Support compliance with statutory requirements relating to premises, equipment and facilities.

Maintain appropriate records relating to servicing, inspections and maintenance.

Support business continuity and emergency planning.

IT and Digital Systems Coordinate day-to-day operational issues relating to practice IT and digital systems.

Liaise with IT suppliers and relevant external providers.

Support the introduction and implementation of new systems.

Identify opportunities to improve efficiency through digital solutions.

Promote appropriate use of practice systems and good Information Governance.

Support staff with operational aspects of new technology and processes.

Finance, Procurement and Resources Support the Practice Manager with effective use of practice resources.

Monitor agreed expenditure within delegated authority.

Support procurement and supplier management.

Liaise with contractors and external suppliers.

Identify opportunities for efficiency and value for money.

Ensure resources are used appropriately and effectively.

Communication and Partnership Working Maintain effective communication across the practice.

Attend and contribute to relevant practice meetings.

Develop positive working relationships with clinical and non-clinical colleagues.

Liaise with external organisations and healthcare partners where appropriate.

The Medical Centre is a member of Yorkshire Coast & Wolds Primary Care Network. The post holder may liaise with PCN colleagues regarding matters affecting the practice when required by the Practice Manager. The post carries no management, employment or operational accountability to the PCN.

General Responsibilities Maintain confidentiality and comply with all relevant Information Governance and data protection requirements.

Work within practice policies, procedures and agreed standards.

Maintain professional conduct at all times.

Participate in relevant training and professional development.

Promote equality, diversity and inclusion in all aspects of the role.

Take reasonable care for the health and safety of yourself and others.

Contribute positively to the development and reputation of The Medical Centre.

Undertake other reasonable duties appropriate to the level of the post as requested by the Practice Manager.

Scope of the Role The Operations Manager will have delegated responsibility for agreed operational functions but will remain directly accountable to the Practice Management Team.

The role is intended to complement the existing management and team-lead structure within the practice. The post holder will work alongside, rather than replace, existing team leaders and will not have overall responsibility for the different teams where this is already delegated to the sepearte Team Leaders.

The post holder will work closely with the Practice Management Team and GP Partners to ensure that operational activity supports safe, effective and high-quality patient care.

This job description is not exhaustive and may be reviewed and amended in consultation with the post holder to reflect the changing needs of the practice and NHS primary care.