Primary Care Operational Lead - Stoke-on-Trent

Supervisory and People Management 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 Trusts defined timelines, and that this information is accurately recorded on the Trusts system (ESR) in a timely manner Administrative functions 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 Service delivery/improvement On-going review and development of the administrative and reception service to best meet the needs of patients with reference to the trusts 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.

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