Operations Manager

  • Category
    Sales & Distribution - Relationship Management
  • Location
    London, Greater London
  • Salary
    40000 £ - 50000 £ / Year
  • External Reference

Required Skills and Behaviour

The Operations Manager will be directly responsible for the operational performance of all clinics, including service levels to clinical staff, customer service and the patient experience. They will work to maintain high standards of service throughout the administrative team, ensuring 'the patient experience' is at the forefront of delivering outstanding customer service. A professional, organised and structured approach is essential in this role to support the operational requirements of the business.

The successful post holder will have / develop:
*A passion for driving operational excellence and maintaining high standards throughout the entire organisation.
*A commitment to and focus on customer service, promoting excellence to consistently ensure the best possible patient experience is delivered.
*Knowledge of the systems and processes that operate within the clinic environment.
*An understanding of the financial structure at a clinic level and how that feeds into the companies financial performance.
*An ability to manage time and workload effectively, including the ability to delegate roles and responsibilities to appropriate individuals.
*Skills in examining and re-engineering systems and processes, formulating policy, and developing and implementing required changes.
*An ability to analyse problems, interpret operational needs, and develop integrated, and creative solutions.
*Excellent communication skills, including the ability to communicate with any staff member about any issue that is counter cultural or reduces the organisations ability to deliver the required levels of service.
*A commitment to own development by undertaking regular learning activities, taking note of constructive feedback and striving to improve personal performance.
*An ability to promote the organisation to patients and key stakeholders within the sector.
Main duties and responsibilities

1. Leadership & Management

The Operations Manager will act as leader of the administrative team, setting the standards for behaviour and actions of the team members. The expectations around Leadership and Management will include:

*The ability to inspire and motivate all staff;
*Working to instil and maintain a culture of excellence and continual improvement within the organisation, focusing on customer service
*Ensuring there is effective communication with any member of the administration team regarding poor performance
*Acting within the clinic in a highly professional manner that reflects the values of the organisation
*Acting as a direct report for all Practice Managers in order to monitor team and clinic performance against forecast
*Undertaking monthly catch ups with all Practice Managers and conduct quarterly reviews with all Practice Managers in order to monitor drivers of performance
*Oversight of the annual performance appraisals and salary reviews for all members of the administration team in conjunction with the Practice Manager, aligned with the relevant remuneration framework
*Conducting annual performance appraisals and salary reviews for all Practice Managers in conjunction with HR, aligned with the relevant remuneration framework
*Using own initiative to solve problems, but recognise when input from others is required and at all times ensure the values and principals of the company are adhered to at all times
*Working with the Deputy Clinical Director to ensure all clinics are recognising staff who uphold the values and demonstrate this in their work
*Actively engage and contribute to the Senior Management Team

2. Clinic Performance

The Operations Manager will play a crucial role in managing the service delivery of the administration teams, contributing to the overall performance of each clinic, including:
*Ensuring the required levels of administration staffing are in place to support both the clinicians and the patients.
*Ensuring Budgetary forecasts for each clinic relating to staff costs, overheads and consumables are met and not exceeded.
*Ensuring any issues relating to clinic performance are addressed immediately and monitored as required.
*Providing consultation and leadership to all staff as the principal person on all matters relating to CQC , Compliance and Health and Safety
*Provides strategic advice and recommendations to the Senior Management Team in the development and implementation of operating policies and procedures
*Work to improve clinic performance by gaining cost / contract efficiencies and encouraging innovation from all departments to improve service
*Management of supplier contracts to ensure we are deriving value when looking at service / product delivered versus overall cost.
3. Patient Experience

The Operations Manager will play a crucial role in ensuring all clinics deliver a positive patient experience, this will include:

*Developing a customer centric approach to both patients and clinicians alike
*Clearly understanding the 'Patient Journey' and the 'Patient Experience' and how this can be influenced
*Ensuring the clinic is focused on delivering an excellent 'Patient Outcome' and in doing so creating a wonderful 'Patient Experience'
*Developing a customer centric approach to both patients and clinicians alike
*Managing the 'Net Promoter' process for patient experiential feedback

4. Regulatory Compliance

The Operations Manager will play a critical role in managing the companies regulatory compliance, including:

*Undertaking the role of Nominated Individual with the CQC
*Having a thorough understanding of all CQC regulations and company policies and procedures and ensuring all staff are educated in order to develop the required understanding of the CQC and the associated policies and procedures.
*Preparing clinics and staff for any CQC inspections
*Responsibility for the monitoring of regulatory compliance which includes, but is not limited to:
oGeneral Complaints (CQC)
oGeneral Incidents (CQC)
oGeneral Compliments (CQC)
oCQC audits
*Responsibility for establishing and renewing licensing requirements which includes, but is not limited to:
oSpecial Treatment Licenses for clinic and staff
oTV Licensing and Pat Testing
*Responsibility for establishing and renewing risk assessment requirements which includes but is not limited to:
oHealth and Safety

5. Recruitment

The Operations Manager is responsible for the recruitment of staff into the administration team, including:

*Ensuring staffing levels for the administration team are maintained at appropriate levels and standards at all times to meet the clinic needs and business forecasts
*Proactively recruit new members of the administration team, which includes Practice Managers, Clinical Receptionists and Clinical Administrators
*Ensure appropriate and thorough inductions are conducted for all new staff
*Robustly manage the probationary review process, with input from the Clinical and Practice Managers

6. Finance

The Operations Manager will be involved in managing the clinic spend relating to consumables and medical stock:
*In conjunction with the Deputy Clinical Director maintain oversight of the spend relating to staff welfare, ensuring clinic and practice managers have the required guidance to staff within budget levels
*Ensure staff costs relating to 'Bank Staff' are controlled and aligned with clinic needs
*Exercise financial control in the management of expenditure relating to stock and consumables within agreed budgets
Any other duties which may be required and agreed with the Company.

Badenoch and Clark acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Badenoch and Clark UK is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Neville Talbot

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