CLAREMONT AND HOLYPORT SURGERY
OPERATIONS MANAGER
JOB DESCRIPTION
Job Title:
Operations Manager
Reporting to:
Executive Manager
Hours:
Full time (37.5 hours a week)
Benefits:
A salary of circa £30,000 is on offer, commensurate with
experience, together with an NHS pension.
Principle Job Purpose:
Claremont and Holyport Surgery aims to deal honestly, effectively and efficiently with
all our patients, to secure their loyalty and trust by providing outstanding clinical
quality, choice, value and personal service. The Operations Manager will be
responsible for meeting the non-clinical element of these objectives, ensuring that
we provide an unbeatable service in a pleasant, convenient and accessible
environment through our two surgeries, our telephone reception, our patient support
services, our website and e-services.
Key Responsibilities
 Direct line management of the administrative teams
 The smooth day to day running of the practice
 The upkeep and presentation of the premises
 All non-clinical patient contact and patient services
 Patient liaison and communication
 Development of an excellent customer service strategy
Key Tasks to include:
 Oversee all non-clinical patient contact through the leadership, management and
supervision of the reception and secretarial supervisors
 Running staff meetings for the appropriate non clinical staff groups
 Training and development of the non-clinical staff groups
 Manage and lead, through Team Leaders where appropriate, all administrative
staff, being the HR lead and being present across both sites to be available to
support and mentor
 Ensure empathetic and quality delivery of telephone responses and telephone
messages
 Oversee the appointment system, to ensure optimal clinician availability each day
 Maintaining a positive ambience for the waiting room environment
 Delivery of a seamless ‘front of house’ service that is focused on the customer
 Creation of Practice image through activities such as marketing and liaison with
secondary care, CCG, community groups, the media and other clinical business
concerns
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Lead the editing and publishing of the monthly Practice Newsletters for staff and
patients
Work with the Management Team to recommend improvements to patient
management
Ensure efficient and accurate management of all patient linked administrative
tasks including the processing of repeat prescriptions, scanning of documents
and letters, management of clinical results
Ensure efficient timely typing of documents e.g. referral letters, medical /
solicitors reports, test results and Drs comments and liaise up and down as
required
Manage cleaners / caretakers to ensure high levels of cleaning standards,
building maintenance and security
Develop systems to monitor services provided against agreed standards
Promote corporate image, maintain practice website and internet activity
Defuse issues prior to them becoming formal complaints
Patient Advice and Liaison, managing non clinical complaints and the associated
procedure
Liaising with Clinical Governance leads re significant events
Support the appraisal process as required and link to staff training and
development
Recruit as required
Manage patient satisfaction surveys
Responsibility for all office procedures and protocols
Any other duties reasonably required of the role
Key Performance Indicators:
 Excellent patient satisfaction survey results
 Happy team – minimal sickness rates and high retention of staff
 Two day turnaround of all referral letters
 Increasing list size
 Minimal formal complaints and minimal patient ‘grumbles’
Authority Levels (Direct reports, budgets etc):
Reception Supervisors and Lead Secretary, close working with other managers
CTION 4: PERSON SPECIFICATION
PERSON SPECIFICATION
Qualifications (Desirable)
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Qualifications/Certificates in supervisory or first line management
Recognised qualification to diploma/degree level or above
Experience
Demonstrable experience/understanding of:
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Working a in customer facing environment at management level
Handling face to face contacts and incoming calls from a range of people and
dealing with these in a polite and professional manner
Commitment to continuous improvements of the organisation and a
willingness to adopt new working methods and participate in quality initiatives
designed to achieve that end
Proven ability to identify and promote ways of improving customer service
delivery
People and performance management - a competent people and project
manager who can demonstrate the ability to lead and deliver change
programmes
Researching, collating and analysing data. Proven ability to report and
present to all audiences
Appraisal systems
Employment law, Health & Safety, employment contracts
Budgets and finance, spreadsheets
Clinical governance
Managing rotas
The GP Contract
Managing complaints
Ability to remain calm and work effectively under pressure
It is desirable that the postholder has:
 An understanding of health provision and primary care in particular
 Experience of working in a service industry environment
 Experience in working in a multi-faceted environment
 A good working knowledge of and experience in IT systems, such as
Microsoft Office and possibly a Customer Relationship Management system
Knowledge/Skills
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Advanced numeracy skills
Excellent keyboard and computer skills
Outstanding communication skills (telephone, oral and written) with excellent
interpersonal skills - able to be assertive yet tactful
A “solutions focussed” approach and ability to make things happen
Ability to listen and empathise
Ability to lead, delegate, negotiate and network effectively
Preparation of reports
Chairmanship and co-ordination of multidisciplinary staff groups
Ability to manage “upwards” when required
Good time management
Able to manage and deliver change
Facilitation and conflict management
Qualities/Attributes
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A demonstrable commitment to professional development
Ability to motivate and lead the extended admin support team and liaise with
the clinicians and the other managers
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Ability to use own judgement, resourcefulness and common sense
Ability to work without direct supervision and determine own workload
priorities
Ability to work as part of an integrated multi-skilled team
Pleasant and articulate
Ability to remain calm and work effectively under pressure
Able to work in a changing environment
Able to use own initiative
Ability to self-motivate, organise and prioritise own workload
Understanding of the healthcare/public service environment
Adaptable, innovative, forward looking, able to lead with enthusiasm, energy
and drive
Gains respect by example and effective leadership
Hard working, reliable and resourceful
Flexible approach to a variety of work
Ability to deal with confidential matters sensitively
Other
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Flexibility of working hours/ able to work at the desired times
Experience of Primary Care
Non smoker – preferably
Car driver/clean licence