Operational Manager & Deputy Practice Manager

Job summary

We are seeking an experienced and motivated Operations Manager & Deputy Practice Manager to join our Senior Leadership Team. This is a key leadership role responsible for the day-to-day operational management of a busy and progressive GP practice serving approximately 15,000 patients.

Working closely with the Practice Manager, the successful candidate will lead our reception team and oversee operational services including patient access, complaints management, premises and facilities, governance, health and safety, business continuity, quality assurance and CQC readiness.

The post holder will act as Deputy Practice Manager and play a pivotal role in supporting the delivery of safe, effective and patient-centred services.

We are looking for someone who: Has experience of operational management. Is a confident and supportive leader. Has excellent organisational and communication skills.

Can manage competing priorities in a fast-paced environment. Is committed to delivering high-quality patient services. Has experience of governance, compliance or quality improvement.

Ideally has experience within primary care or healthcare settings. Why Join Us? Opportunity to join an established Senior Leadership Team.

Influence the future direction of a growing practice. Lead meaningful service improvements. Develop and shape operational excellence across the organisation.

Play a key role in supporting the delivery of high-quality patient care. Main duties of the job

Key Responsibilities

Leadership of the Reception Team Complaints and Patient Experience Patient Access and Operational Performance Premises and Facilities Management Health & Safety and Compliance Governance and Policy Management Business Continuity Planning CQC Readiness and Regulatory Compliance Workforce Induction and Training Deputising for the Practice Manager

About us

An exciting opportunity has arisen to join our friendly team as part of the Senior Leadership Team at the surgery. The SLT comprises the Practice Manager, Finance & HR Manager, Operational Manager & Deputy PM, Nurse Manager and IPC Lead.

The SLT team is supported by a fantastic team of GP Partners who are fully engaged in the Practice, staff and patients.

We are a large well-regarded training practice with nearly 15,000 registered patients based in a single site in the centre of Chelmsford and are part of Chelmsford City Health Primary Care Network comprising 43,000 patients.

Working closely with the Practice Manager, the successful candidate will be fundamental to the successful running of the surgery. The surgery recently underwent a full renovation providing a nice environment for our staff to work in and our patients to be treated in.

We are looking for someone to share our patient-centric approach to care at the surgery which underpins all decisions we make when running the surgery.

Job description

Job

responsibilities

Job Title Operational Manager & Deputy Practice Manager Responsible To Practice Manager

Job Purpose

The Operations Manager & Deputy Practice Manager is responsible for the effective day-to-day operational management of the practice, ensuring the delivery of safe, effective, responsive and high-quality services to patients.

The post holder will provide leadership across reception and administration services, complaints management, patient experience, premises and estates, health and safety, governance, business continuity, quality assurance and regulatory compliance.

The post holder will act as Deputy Practice Manager and support the strategic objectives of the practice whilst ensuring operational excellence, regulatory compliance and continuous improvement. The post holder will be a member of the Senior Leadership Team and contribute to the strategic development of the practice.

Key Areas of Responsibility Operations Management Day-to-day operational leadership. Service improvement and operational performance. Reception & Administration Services Management of the Reception Team.

Rotas, performance management and workforce planning. Patient Access & Capacity Management Oversight of patient access and appointment systems. Demand and capacity planning.

Appointment utilisation and access performance monitoring. Coordination of additional clinical capacity where required. Development and implementation of patient access procedures.

Complaints & Patient Experience Management of complaints, concerns and compliments. Patient Participation Group and patient feedback. Premises & Estates Day-to-day premises management.

Contractor management and maintenance programmes. Health & Safety & Compliance Risk assessments. Statutory inspections.

Compliance monitoring. Governance & Quality Assurance Policies and procedures. Audit and action plan management.

Governance oversight. CQC Readiness Inspection preparation. Evidence gathering and compliance monitoring.

Business Continuity Business Continuity Lead. Emergency planning and service recovery. Workforce Development Non-clinical induction.

Training and mandatory training compliance. Workforce development support. Deputy Practice Manager Duties Deputise for the Practice Manager.

Attend meetings and represent the Practice Manager when delegated.

Person Specification

Experience Essential Essential Leadership and line management experience. Strong organisational abilities. Experience of complaints management.

Experience of operational management. Excellent communication and interpersonal skills. Understanding of governance and compliance.

Experience of implementing service improvements. Ability to manage competing priorities. Desirable Desirable Primary care experience.

Understanding of CQC regulations. Health & Safety qualification. Management qualification.

Project management experience. Estates or facilities management experience.

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.