Operations Lead, Pilning Surgery - Maternity Leave cover

Dyddiad hysbysebu:	22 Rhagfyr 2025
Cyflog:	£14.86 yr awr
Gwybodaeth ychwanegol am y cyflog:	£14.86 an hour
Oriau:	Llawn Amser
Dyddiad cau:	12 Ionawr 2026
Lleoliad:	Bristol, BS35 4JF
Cwmni:	NHS Jobs
Math o swydd:	Cytundeb
Cyfeirnod swydd:	A0695-25-0011

Crynodeb

SKILLS REQUIRED Strong communication skills Ability to deal with patients and colleagues in a calm and professional manner, using emotional intelligence skills to achieve agreed aims. Ability to use own initiative within clear boundaries, taking initiative to solve problems and identify areas for improvement seeking advice whenever necessary. Ability to prioritise and organise own work. Ability to promote and support good working relationships across all areas of the Practice. Excellent interpersonal and communication skills with the ability to liaise confidently and professionally with a variety of clinical and non-clinical staff, patients and third parties. Ability to lead and work effectively within a team, providing cover for colleagues in times of emergency absence across teams within the wider department. Flexibility and adaptability, with a professional approach to work and the ability to think strategically. MAIN DUTIES & RESPONSIBILITIES OF THE POST You will work closely with the Practice Manager and wider management team in all the following areas: Promote and drive a customer-focused culture. Oversee (in conjunction with the lead staff within the non-clinical departments) the day-to-day operation of the reception, administrative and secretarial departments including leadership of associated staff to maximise efficiency and ensuring all activities are completed in a timely manner. Including: All aspects of the patient request and appointment booking system, influencing the patient journey to ensure correct outcomes are achieved in line with protocol. All Medical administration processes (for example patient registrations, deductions, lab results, out-of-hours reports, patient correspondence, notes summarising, repeat prescribing, secondary care referrals, safeguarding protocols etc). Recruitment, induction and training of all new staff to agreed standards. Ongoing coaching and training and providing support and appraisal for each team member ensuring training plans are in place, objectives set and monitored and comprehensive staff records are maintained. Lead team meetings. Ensure adequate staffing levels, approving annual leave and other leave and organising rotas in line with agreed policy and with the support of the Business Support Unit. Manage team absence in line with organisational protocols. Oversee clinical rota co-ordination. Assist in the resolution of any conflicts within the non-clinical departments, resolving informal patient complaints locally and assisting in the investigation of and response to formal patient complaints as required. Explaining of practice procedures to patients and providing non-clinical patient support by understanding services available, how to use them effectively and signposting. Continually assess and evaluate systems recommending changes and improvements as appropriate Assist with production and upkeep of practice documentation and operating procedures. Ensuring CQC and other regulatory compliance is maintained. Where required, leading or taking part in disciplinary proceedings. Ensure resources needed are available in line with agreed ordering procedure and assist with department budget management. Ensure all front of house areas are patient ready including accessibility aspects and presentation of displays in patient facing areas. Assist the practice team in campaign planning and delivery (for example annual flu vaccinations). Liaising with other Operational Leads to ensure cross department / site efficiency. Understand and use available data to ensure standards / department KPIs are met (for example call answering, online request management etc). Management of the telephone system including message control. Assist in times of extremis with general Reception / administrative duties. The above list of duties is not exhaustive and may be subject to change as deemed necessary. Confidentiality: In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. 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, to 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 Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified Equality and Diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Recognize peoples needs for alternative methods of communication and respond accordingly Personal/Professional Development: The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include: Participation in an individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Participation in group training sessions both on practice premises and at alternative locations as offered by outside suppliers Quality: The post-holder will strive to maintain quality within the Practice, and will: Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources