Operations Lead in Stanmore

Main Duties/Key Tasks

• Monitoring and management of practice administrative rota.
• Ensuring admin staff rota is completed, general rota is constantly updated depending on staff changes, and weekly rota is completed a week in advance. Discuss any issues arising with Partners and Business Manager.
• Ensure adequate staff on a daily basis for opening and closing of practice premises.
• Monitoring and management of practice administrative processes.
• Daily management of generic mailbox completed.
• Daily review and management of various areas of staff administrative workload to ensure timely completion and that backlogs are not developing (pathlinks, clinical correspondence, registrations processing, prescription requests, referrals, GP links, individual staff PNs, etc.). Devise strategy to clear any backlog and manage workflow.
• Daily administrative stats to be sent to Partners and Business Manager by email.
• Workflow administration for patient registrations, amendments, deductions, FP69, FP22, and rest of GP links.
• Regular monitoring of summarising workload and backlog management.
• Monitoring of process of patient referrals including advice and guidance and monitoring ERS worklist to ensure all work is completed on a timely basis and no backlogs arise.
• Monitoring of call handling by call centre staff.
• Regular checking of Surgery Connect wallboard through the day to ensure prompt call handling throughout the day.
• Download and share Surgery Connect stats with Partners and Business Manager and analyse and action to ensure excellent call handling performance by all staff and address any under-performance.

Staff Induction, Training and Supervision

• Induction of administration staff.
• Training admin staff on customer service, call handling and resolving any queries.
• Supervision of administrative staff and address issues arising.
• Line management of administrative staff.
• Develop and maintain effective communication between teams within the practice, leading on Team meetings.

Patient Communications, Liaison and Complaints

• Act as first point of contact for complaints.
• Complaints lead supported by the Partners and Practice Business Manager.
• Promptly address and try to resolve verbal complaints in real time.
• Follow the practice's complaints policy for written complaints.
• Keep waiting room TV screens updated.
• Keep practice's telephone answering machine message updated.
• Keep practice's website updated.
• Draft responses to web patient feedback (e.g., NHS choices, Google).

Provision of General Practice Services in line with GP Contract

• Full knowledge of and keeping up to date with GP contract and implementing provision of services in line with this.

Human Resources

• Ensure that the practice is staffed with appropriate numbers of reception/administrative staff throughout the day.
• Ensure that all training, development and induction of reception/administrative staff is undertaken in line with practice policies and procedures ensuring excellent customer care.

CQC Compliance

• Ensure compliance of operational elements of CQC requirements within the surgery in real time, ensuring appropriate systems and processes are in place, with regular monitoring.
• This includes ensuring health and safety and information governance/GDPR compliance.
• Support the Partners through any inspection visits from the CQC.
• Implement and follow up any action or improvements required by the CQC in order to maintain registration.

Other Duties

• Troubleshoot and address any day-to-day operational problems within the premises (e.g., malfunction of equipment).
• Participate in relevant management meetings ensuring minutes are produced in a timely fashion.
• Ensure that significant event reviews relating to operational matters are carried out effectively and learning is embedded into the practice.
• Plan, manage and review all practice policies, systems and procedures ensuring efficient and effective work processes.
• Carry out any other operational tasks as requested by GP Partners or Practice Business Manager.