Operations CoordinatorNHS

Job summary

We are now seeking a full-time Operations Co-ordinator to work alongside our Management Team. The role is full-time over 5 days per week. Pay is dependant on experience.

Working with the Management Team the Operations Coordinator will support the smooth and efficient running of the practice ensuring high standards of service delivery and staff engagement. Managing rotas and appointment templates, populate our appointment system, ensuring appropriate levels of appointments are available and cover for annual leave or sickness is managed.

Main duties of the job

Organise the efficient day to day running of the practice e.g. surgeries/clinics of all staff and doctors, appointments, rotas/leave, staffing levels/hours, locum cover (as agreed with the partners), mail distribution etc.

Co-ordinate rotas for providing extended hours and improved access, ensuring requirements of the specifications are fulfilled.

Populate the rota on the clinical appointment book.

Circulate all information necessary to ensure the proper running of the practice for the benefit of doctors, staff and patients and assist in updating the practice website. Organise and administer filing / storage of such information.

Act upon patient feedback/suggestions as required.

To maintain knowledge of employment law and assist the Practice Management Team in updating policies and procedures as required.

To maintain knowledge of the General Data Protection Regulation (GDPR) and Data Protection Act 2018 (DPA 2018) and assist with the implementation of all associated requirements, confidentiality systems and processes in the practice.

Assist the Practice Management Team and Registered Manager with ensuring compliance with CQC regulations and standards.

Assist with updating and embedding an efficient business contingency plan.

Job description

JOB PURPOSEYou will manage and coordinate various aspects of practice functionality, motivating and supporting team leads and the practice team, premises and health and safety management. Through innovative ways of working, support the practice manager leading the team in promoting Equality, Diversity & Inclusion, Health & Safety, Quality & Continuous Improvement, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and ensuring the practice complies with CQC regulations.

Key working relationships will include, Practice and Deputy Practice Managers, GP partners, salaried GPs and practice nurses and healthcare assistants, team leaders, administration and patient services staff, other GP practices, ICB, NHSE, primary care network, GP trainees and Medical students.

JOB ROLEThe following are the core responsibilities of the Operations Coordinator. There may be a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

Team Coordinating / Supervisory

Supporting and coordinating the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities effectively and in a timely manner.

Providing support and motivation the practice team, developing skills and confidence to fulfil their potential whilst continuously improving the service they provide to patients.

Assist with recruitment and selection of employed staff.

Maintain, develop and run the practice new staff induction procedures including IT training and compliance.

Conduct Training Needs Analysis for all employed staff. Ensuring all have the appropriate level of training to enable them to carry out their individual roles and responsibilities, including information governance and co-ordinate training and identifying suitable courses.

Developing, implementing and undertaking an effective staff appraisal process. Ensuring all staff in the team are appraised annually and have a personal development plan which must be followed up.

Participate in, regular team leader and staff meetings, setting agendas and recording minutes where necessary. Follow-up any matters arising.

Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare.

Contribute to the agenda for the practice Continual Professional Development sessions (afternoon closure)

Oversee authorisation and administration of the staff annual leave and other leave organising in line with agreed policy.

Supervise doctor and staff duty and holiday rotas so as to maintain the efficient running of the practice, book locums when required.

Ensure monthly overtime claims are received on time and are authorised.

Assist the Practice Management Team and Partners with planning and implementation of any necessary staff changes.

Be fully conversant with practice procedures and developments and ensure that teams are kept fully updated.

Support the team with implementing changes to procedures and protocols to improve the patient experience and in-house systems.

Cover deputised responsibilities on behalf of the Practice Management Team.

Day to Day Coordination

Organise the efficient day to day running of the practice e.g. surgeries/clinics of all staff and doctors, appointments, rotas/leave, staffing levels/hours, locum cover (as agreed with the partners), mail distribution etc.

Co-ordinate rotas for providing extended hours and improved access, ensuring requirements of the specifications are fulfilled.

Populate the rota on the clinical appointment book.

Assist with the co-ordination and implementation of various NHS programmes and campaigns including.

Circulate all information necessary to ensure the proper running of the practice for the benefit of doctors, staff and patients and assist in updating the practice website. Organise and administer filing / storage of such information.

Circulate patient, medical and H&S alerts and ensure any necessary actions are taken.

Co-ordinate and contribute to the agendas for certain practice meetings, record minutes and implement actions as required.

Assist with running the Practice inhouse complaints system including documenting and reporting significant events or near misses. Ensuring complaints are dealt with in a timely manner.

Act upon patient feedback/suggestions as required.

To maintain knowledge and assist the Practice Management Team to ensure the practice maintains compliance with its NHS contractual obligations.

To maintain knowledge of employment law and assist the Practice Management Team in updating policies and procedures as required.

To maintain knowledge of the General Data Protection Regulation (GDPR) and Data Protection Act 2018 (DPA 2018) and assist with the implementation of all associated requirements, confidentiality systems and processes in the practice.

Assist the Practice Management Team and Registered Manager with ensuring compliance with CQC regulations and standards.

Assist with updating and embedding an efficient business contingency plan

Assist with leading change and continuous improvement initiatives; coordinating projects within the practice.

Developing, implementing and embedding an effective communication strategy (internal and external)

Oversee and ensure the proper management of non-medical enquiries, seeking help where required.

Information & Management Technology

Assist with the management of any immediate day-to-day matters pertaining to the practice IT system.

Assist with setting up new users and amending access for existing users on the practice computer network and NHS smart cards.

Assist with updating the practice website; liaise with website provider to resolve any issues.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:

Using personal security systems within the workplace according to practice guidelines

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks

To ensure the health and safety of staff, patients and visitors is maintained

As Fire Officer, assist with carrying out regular risk assessments for fire safety

To ensure a full health and safety risk assessment has been completed for newly employed staff

Maintain a knowledge of changes to health and safety legislation and ensure these are implemented by the practice

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way, free from hazards

Actively reporting health and safety hazards and infection hazards immediately when recognised

Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role

Undertaking periodic infection control training (minimum annually)

Reporting potential risks identified

Demonstrate due regard for safeguarding

General

If required, deputise for Practice Management Team during holiday cover / absence. Attend all necessary meetings, record minutes, circulate and action any relevant information

Undertake and perform any additional, relevant projects and duties assigned by the Partners and/or Practice Management Team

Person Specification

Essential

• Excellent communication skills, oral and written.
• Previous experience of leading and managing people in a fast paced patient service setting.
• A proven history of developing the skills and confidence of a team and team members to fulfil their potential.
• Ability to build strong working relationships with your team.
• Ability to confidently and continually challenge the status-quo and effectively manage conflicts
• Ability to contribute to improving access for patients, including managing change, developing new systems and procedures.

Experience

Essential

• Good standard of education with excellent literacy and numeracy.
• Excellent communication skills (written, oral and presenting).
• Flexible, cooperative and motivated.
• Ability to use own initiative, discretion and sensitivity.
• Confident and resilient
• Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity.
• Experience of working with the general public.
• Experience of working in a health care setting.
• Experience of working within large multidisciplinary teams.
• Ability to Prioritise, delegate and work to tight deadlines in a fast-paced environment.
• Experience of workforce planning, forecasting
• Relevant health and safety experience.
• Competent in the use of Microsoft Office and Outlook

Desirable

• NHS / Primary Care General Practice experience
• Experience of successfully developing and implementing projects.
• Experience of leading in meetings, producing agendas and minutes.
• Experience of performance management, including appraisal writing, staff development and disciplinary procedure.

About us

Wellington Medical Centre is a high achieving, forward thinking GP practice with a strong sense of community and a commitment to continuous improvement. We are proud to provide high-quality, patient centred care, supported by a dedicated and skilled multidisciplinary team. As a practice we are innovative and progressive, always looking for new ways to enhance our services, support our staff, and improve patient outcomes. We are looking for someone with the desire and ability to help us drive forward operational excellence. This role will support our management team and may lead to line manager responsibilities depending on experience.