Primary Care Operational Lead

Job overview

Would you like to become a member of our Primary Care Directorate providing innovative care to our patient population as part of an outstanding CQC organisation and HSJ Trust of the Year?

We are looking to appoint a highly motivated, service focused Primary Care Operational Lead to join our dedicated team working across our integrated Practices.

Band 6, £37,338 - £44,962 per annum, full time 37.5 hours per week.

This new role will be based across our three primary care sites; Moorcroft Medical Centre, Keele Health Centre and Holmcroft Surgery - with occasional travel to other Trust sites as and when required.

This pivotal role will support the Service Manager in the delivery of safety and quality aspects of the environments and services. Further supporting the Trust through the development and implementation of specific projects pertaining to reception and wider administrative systems and approaches using Quality Improvement methodology, with reference to service and the strategic needs of the Division as required by the Senior Leadership team.

Main duties of the job

The Primary Care Operation Lead will:

Provide supervision and support to Front of House staff and Administrative Service Lead

Ensure that the administrative and reception service is appropriately resourced and the work is closely aligned to the needs of individual GP practices with reference to the broader Directorate and Trust’s strategic agenda and direction.

Ensure that administrative and reception services function effectively and safely on a day-to-day basis, supporting the needs of GP practices and their patients

Ensure that all reception and administration staff have completed the full induction and competency framework booklet which is then utilized for ongoing individualized staff support.

Promote a learning and supportive environment where best practice is shared across all GP practices and where appropriate, the whole organisation and adopted as standard operating practice.

Undertake a review of all soft concerns and complaints to identify themes and areas of improvement and to feed this information into the Directorates governance meetings.

Promote a culture of continuous improvement and share this knowledge across the trust to improve efficiencies, increase patient care and drive down costs

Working for our organisation

As a Trust we remain bold and ambitious with plans for both service and system collaborative transformation over the coming years to improve the health and wellbeing of our local people through high quality care.

We pride ourselves on ensuring our team has their wellbeing put first and as such provide a range of wellness opportunities including flexible working.

As a Trust, you can be assured that we will commit to supporting you in working towards our net zero ambitions, set out in our Green Plan, through our sustainability programme”.

The Trust is committed to ensuring that a diverse workforce is representative and inclusive at all levels. We would very much welcome applications from all under-represented groups including women, people with disabilities, people from global majority backgrounds, and those from the lesbian, gay, bi and trans communities.

Detailed job description and main responsibilities

• Oversight of the operational management of administrative and receptionist services
• Leadership of administrative and reception staff to foster a positive, supportive culture conducive to the effective delivery of administrative services
• Development and maintenance of robust and effective line management arrangements for the administrative and reception workforce
• To coach and mentor Administrative and Reception Line Managers in all aspects of performance management including sickness, conduct and capability management
• Support and supervise administration line managers in resolving complex or contentious issues including performance management of staff through to final disciplinary/capability hearings and the performance management of staff with protected characteristics
• To drive down percentage of sickness absence, performance and capability costs and cases within administrative and clerical teams
• Responsibility for robust and effective recruitment and retention of administrative staff to meet the needs of the GP practices and Division
• To provide an effective link between administrative staff and senior Trust management, cascading information as appropriate and briefing senior management on relevant issues.
• Direct line management of administrative staff leads
• Ensuring that administrative services and their management are aligned to all relevant Trust policies including HR, health and safety and all relevant employment legislation
• Creation, development and control of performance reports relating to administrative services
• Support the day-to-day management of agreed policies and protocols in relation to patient access
• Support the GP practices and Directorate to meet all relevant performance indicators
• Ensure that all PDRs (appraisals), return to work (sickness) interviews, mandatory (essential) training are completed by all administrative and clerical staff within the Trust’s defined timelines, and that this information is accurately recorded on the Trust’s system (ESR) in a timely manner

• Use multiple computer systems as required within the department such as PATCHES, EMIS, NHS e-referrals, ESR, AccuRx, CAT, LMS, EASY, ESR, Trac, Telephony system and any new systems that are implemented to improve accessibility and efficiency
• Ensure accurate and up-to-date patient details are maintained on patient information systems such as EMIS, in line with Trust Information Governance policy
• Maintain health records and patient files in line with Trust Health Records Policy
• Support the Service Manager in ensuring that complaints are dealt with promptly and effectively and where appropriate, escalate if unable to resolve
• Act as complaints manager for appropriate complaints.
• Execution of action plans in response to patient complaints or clinical incidents related to their administrative services

• On-going review and development of the administrative and reception service to best meet the needs of patients with reference to the trust’s strategic direction
• Lead on administrative change across diverse systems and multiple specialties
• To attend meetings with aligned PCNs, and to be PCNs first point of contact for any operational matters
• Plan and execute service development projects with complex issues and multiple interdependencies
• Anticipate potential issues arising from service development and taking appropriate action to mitigate them
• Devise new ways of working, including the initiation and development of Standard Operating Procedures
• Support effective workforce planning to ensure the Trust has an administrative workforce aligned to its strategic objectives
• Accountable for the development and delivery of specific projects as required by the Trust
• Effective engagement with stakeholders during the development and implementation of specific projects
• Co-ordination of complaint responses related to front of house services, including meeting patients and relatives as and when required
• Development and execution of action plans in response to patient complaints working closely with the Service Manager and Clinical Lead.
• Co-ordination of investigations into clinical incidents related to administrative issues and the development of action plans arising from those investigations
• Ensure that appropriate risk assessments are undertaken and acted upon for administrative services within the GP practices and Division
• Be the local expert for the GP practices and Directorate in matters relating to information governance.
• Membership of the relevant divisional governance body
• Maintain an up-to-date knowledge of HR policies and their impact on staff
• Contribute to the NHS service improvement/ modernisation agenda e.g. service redesign
• Lead on developing processes within the GP practices to meet the demands of a growing service
• Participate in team/practice and directorate meetings as required
• Contribute to audits regarding health & safety and quality practice procedures
• To have oversight of Quality and Safety Action Plans for each practice
• To have oversight of the Workplan for each practice
• To have oversight of the sites Maintenance plans for each practice
• To escalate any barriers to actions / progress to the Service Manager or Clinical lead
• Have a flexible approach to working hours to meet the demands of the service. Although the role is a Monday to Friday role there are opportunities to support weekend work eg Flu Clinics, Extended hours service and Freshers registrations at our University practice.
• Adhere to the Trust Access Policy and Health Records Policy and appropriate standard operating procedures, Key Performance Indicators, government targets and standard operational policies

Person specification

Qualifications

• Educated to ‘A’ level standard or equivalent
• Postgrad Management qualification or equivalent professional experience

• AMSPAR Medical Terminology or equivalent

Experience

• Previous clerical experience working in an NHS/clinical environment e.g. hospital, GP surgery, CCG, ICB

Knowledge

• Knowledge of EMIS or equivalent information system

• Practical knowledge of change management

North Staffordshire Combined Healthcare NHS Trust is an equal opportunities employer and values diversity. We offer a variety of flexible working opportunities for both full and part time staff. Job Share applicants will be fully considered and applications are particularly welcomed from current and previous service users

All correspondence at each stage of the process (including any offer packs) will be sent to you via the email address you applied from, please ensure you check your emails regularly.

Please check your junk / spam email folders for any further communication from us (NHS Jobs)

• In the event of exceptionally high levels of response, we reserve the right to close the post before the date stated above in order to prevent the number of applications received being unmanageable. You are advised to submit your completed application form as soon as possible to have the best chance of being considered.
• Priority will be given to NHS staff across the region who are at risk of redundancy, where the vacancy is at the same band or one below their current band and candidates meet the essential criteria for this post.
• All employees new to the Trust will be subject to a 6 month probationary period.
• All clinical staff bands 2-4 that are new to the Trust will be required to complete a Care Certificate.

Canvassing of members of the Trust or of any Committee of the Trust directly or indirectly for any appointment under the Trust shall disqualify the candidate for such appointment. The Trust does not pay travel expenses for candidates attending interviews.

ALL POSTS INVOLVING ACCESS TO PERSONS IN RECEIPT OF HEALTH SERVICES WILL BE SUBJECT TO A DISCLOSURE & BARRING SERVICE DISCLOSURE.

Please provide full contact details for all referees, especially their email addresses where possible. Failure to do may result in significant delays in your application. There may also be a requirement to provide additional referee details.