Operations Lead

NHS Jobs; Stanmore; On-site; AUD 60,000 - 75,000; Full time

Job summary

NHS Jobs in Stanmore, Queensland, Australia is seeking a Practice Administrator to lead daily administrative operations of a general practice. You will manage staff rotas, monitor workflows, handle patient registrations, referrals, and GP links, and ensure timely completion of admin tasks while preventing backlogs.

Responsibilities include staff induction, training, complaints handling, CQC compliance, and coordinating communications with Partners and the Practice Business Manager to maintain

Job description

Main Duties/Key Tasks

Monitoring and management of practice administrative rota Ensuring admin staff rota completed general rota to be constantly updated depending on staff changes, and weekly rota to be completed a week in advance and discuss and 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 To ensure daily management of generic mailbox completed Daily review and management of various areas of staff administrative workload and ensure timely completion and that backlogs are not developing - pathlinks, clinical correspondence (Clinical correspondence scanning and distribution etc.), registrations processing prescription requests, referrals, GP links, individual staff PNs etc. and to 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 and deductions, amendments, FP69, FP22, deductions 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 completed on a timely basis and no backlogs arising 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 To develop and maintain effective communication between teams within the practice, leading on Team meetings.

Patient communications, liaison and complaints

Complaints to act as first point of contact Complaints lead supported by the Partners and PracticeBusiness Manager. To promptly address and try to resolve verbal complaints in real time To follow the practices complaints policy for written complaints Keep waiting room TV screens updated Keep practices telephone answering machine message updated Keep practices 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

To ensure that the practice is staffed with appropriate numbers of reception/administrative staff throughout the day, To 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

To 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

To troubleshoot and address any day to day operational problems within the premises e.g. malfunction of equipment To participate in relevant management meetings ensuring minutes are produced in a timely fashion To ensure that significant event reviews relating to operational matters are carried out in an effective manner and learning is embedded into the practice To plan, manage and review all practice policies, systems and procedures ensuring efficient and effective work process To carry out any other operational tasks as requested by GP Partners or Practice Business Manager