Job summary

Lionwood Medical Practice is excited to welcome a professional, conscientious, and highly effective Operations Lead to our friendly team.

In this role, you will report to the practice management team. Your primary responsibility will be to provide NHS professional services, ensuring the highest standards of care for both registered and temporary patients.

Main duties of the job

1.Management of Administrative Team:

3.Training and Auditing

4.Covering Sick Leave

5.Appointments, Ledgers, and Rotas

6.Telephones and Tasks

7.Registrations and Deductions

8.Document Processing

9.Patient Feedback

10.Meeting Attendance

11.Patient Participation Group (PPG)

and Safety

13.Maintenance

Compliance

15.Prescriptions

About us

Lionwood Medical Practice is a GP practice located in the East of Norwich, our practice list size is approaching 15,000. We are a friendly and diverse team of healthcare professionals who provide a diverse range of clinical services for our patient population.

Job description

Job responsibilities

Job Title Operations Lead

LocationLionwood Medical Practice

Reports toPractice Manager and Assistant PracticeManager

Job PurposeTo oversee and manage the Administrative Teamat Lionwood Medical Practice , ensuring efficient and effective operations tocreate a safe and effective General Practice for patients, staff and visitors.

Key Responsibilities

1.Managementof Administrative Team

Lead, motivate, and manage the administrativeteam to ensure high standards of patient care and patient satisfaction.

Ensure that day to dayoperations within the team are completed to their highest possible standards

Conduct regular audits to assistwith performance reviews.

Address any performance issuespromptly and effectively.

Foster a positive andcollaborative team environment, promoting an environment for staff to learn anddevelop.

2.Return toWork and Managing Sickness

Oversee the return-to-workprocesses, ensuring employees are supported and company policies and proceduresare followed.

Maintain accurate sicknessrecords and monitor patterns of absenteeism.

Ensure HR processes are followedwith support from the Assistant Practice Manager.

3.Trainingand Auditing

Organise and delivercomprehensive training sessions for new and existing reception staff, workingin conjunction with the practices training lead.

Ensure all team members areup-to-date with the latest procedures and protocols, this includes updatingpolicies and protocols where necessary, inline with guidance.

Conduct regular audits to ensurecompliance with internal policies and external regulations, such as CQC andICB. Work in partnership with the data protection officer to ensure sensitiveand confidential data is used appropriately.

Provide feedback and implementimprovements based on audit findings, this includes leading the daily teamhuddles, being part of the bi-weekly clinical meeting and practice developmentmeetings.

4.CoveringSick Leave

Arrange cover for team memberson sick leave to maintain service levels, working in partnership with thepractice management team and clinical lead.

Ensure that temporary staff areadequately trained and briefed on their duties.

5.Appointments,Ledgers, and Rotas

Manage appointment scheduling,ensuring efficient use of resources and minimal missed appointments.

Maintain accurate and up-to-dateledgers for all appointments, in line with local and national contractualobligations and service level agreements SLA

Prepare and manage staff rotas,ensuring adequate coverage during all operating hours.

Work to reduce the Did Not Attendrates within the practice t, to ensure appointment optimisation.

6.Telephonesand Tasks

Oversee the handling oftelephone all calls made to and from the practice, ensuring prompt andcourteous responses.

Ensure that all tasks assignedto the reception team are completed efficiently and accurately.

Implement systems to track andprioritise tasks.

7.Registrationsand Deductions

Manage patient registrations,ensuring all necessary documentation is recorded and completed accurately.

Process registrations anddeductions within a timely manner.

8.DocumentProcessing

Ensure all documents, includingpatient records and correspondence, are processed and filed correctly.

Maintain confidentiality andcomply with data protection regulations.

Work with the data processingteam to ensure processes are adhered to and that ample support is provided tothe team.

9.PatientFeedback

Gather and analyse patientfeedback to identify areas for improvement.

Implement changes based onfeedback to enhance patient experience.

Communicate feedback andimprovements to the team.

10.MeetingAttendance

Attend relevant meetings, suchas management and staff meetings, to represent the Administration team.

Provide updates on receptionactivities and contribute to decision-making processes.

11.PatientParticipation Group PPG

Liaise with the PPG to gatherpatient insights and feedback.

Attend PPG meetings and provideupdates on administrative activities.

Implement changes based on PPGfeedback to improve patient services.

12.Health andSafety

Ensure compliance with healthand safety regulations.

Conduct regular risk assessmentsand implement measures to mitigate risks.

Provide health and safetytraining to the reception team where appropriate

13.Maintenance

Oversee maintenance of the practiceand equipment, ensuring sufficient reporting mechanisms are in place.

Ensure that any maintenanceissues are addressed promptly.

Coordinate with externalcontractors for repairs and maintenance as needed.

14.CQCCompliance

Ensure compliance with CareQuality Commission CQC standards.

Prepare for and participate inCQC inspections.

Implement any recommendationsfrom CQC inspections to improve service quality.

15.Prescriptions

Oversee the processing andmanagement of prescriptions on a day to day basis.

Ensure that prescriptions are handledaccurately and efficiently, including raising any concerns to the clinical leadand senior pharmacist.

Address any issues related toprescription processing.

Qualifications and Skills

Proven experience in a similarrole within a healthcare setting.

Strong leadership and managementskills.

Excellent communication andinterpersonal skills.

Ability to handle multiple tasksand prioritise effectively.

Knowledge of health and safetyregulations and CQC standards.

Proficiency in using relevantsoftware and SystmOne

Person Specification

Experience

Essential

Qualifications and Skills: Proven experience in a similar role within a healthcare setting. Strong leadership and management skills. Excellent communication and interpersonal skills. Ability to handle multiple tasks and prioritise effectively. Knowledge of health and safety regulations and CQC standards. Proficiency in using relevant software and SystmOne