Job description

Job responsibilities

The Operational Support Lead is responsible for

General Duties

Setting day to day and strategic work programmes for FOH and ensuring own and team work is prioritised to meet deadlines.

Provide accurate and timely reports to operation director as required.

Oversee manage and coordinate workload for all FOH and where there are gaps in capacity, or to fulfil service requirements support the different teams should the need arise to meet on-the-day capacity so that the operational activities function without disruption to clinical and non-clinical staffing and continuity of services to patients remain unaffected.

Work with and alongside Leads to problem solve where areas are not achieving relevant outcomes

Work with Leads to support work streams as required and to meet service needs ensure intervention so that business continuity is not adversely affected.

To review and undertake KPI and performance management monitoring

Work with Leads to ensure relevant reporting are submitted in a timely manner with robust actions to manage under-performance in FOH

To provide updates on the above reporting to the operations director.

To follow-up on remedial action to ensure matters are being managed appropriately and in a timely manner.

To proactively review work streams, through mapping exercises, to identify opportunities for improvement and consulting and engaging with key stakeholders to ensure these are developed and introduced appropriately.

To be an escalation point for staff and patients (complex queries and complaints)

Staff Management responsibilities

To have line management responsibility for FOH Team Leads and FOH.

To deal with staff management responsibilities including sickness, annual leave requests, capability performance management etc and undertake annual appraisals. To intervene and oversea complex HR/ sickness issues.

To support with any contract amendments, or change of hours requests from a HR perspective.

To ensure staffing levels are adequate, approve annual leave and other leave and to ensure FOH leads are completing a 6 week rota. To maintain the staff supply and demand data and escalate to the Operations Director for long-term planning and recruitment needs.

To ensure all mandatory training is completed by staff you line manage in-line with training schedule.

To process monthly payroll information for staff you line manage, including (overtime, mileage, unpaid leave) for your staff, for submission to Finance and to ensure this is completely accurately and in a timely manner.

To update HR with staff related matters as necessary and to maintain and provide HR related documentation (sickness records, informal/formal sickness meeting records etc) for staff personnel files, for staff you line manage.

Ensure that training, PLT days, and any learning/ development implemented by FOH Team Leads fits strategic goals and vision.

Operational/Site responsibilities

To oversee the work of the FOH Team Leads and FOH staff relating to all 6 sites.

To identify opportunities for change in existing work processes and promote and engage with leads to introduce ongoing improvement to the service where possible to support the smooth operation of Teldoc.

To support leads to manage and prioritise duties to meet service needs and provide a high quality service to our patients.

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 implement and lead on a full range of promotion and management their own and others health and safety and infection control, as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to)

Using personal security systems within the workplace according to practice guidelines

Awareness of national standards of infection control and cleanliness and regulatory / contractual / professional requirements, and good practice guidelines

Active observation of current working practices across the practice in relation to infection control, cleanliness and related activities, ensuring that procedures are followed and weaknesses / training needs are identified, escalating issues as appropriate

Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised

Keeping own work areas generally clean, sterile, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other managers

Undertaking periodic infection control training (minimum once annually)

Demonstrate due regard for safeguarding and promoting the welfare of children and adults.

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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

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 annual 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

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

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognise peoples needs for alternative methods of communication and respond accordingly

Contribution to the implementation of services

The post-holder will

Apply practice policies, standards and guidance

Discuss with other members of the team how the policies, standards and guidelines will affect own work

Job responsibilities

The Operational Support Lead is responsible for

General Duties

Setting day to day and strategic work programmes for FOH and ensuring own and team work is prioritised to meet deadlines.

Provide accurate and timely reports to operation director as required.

Oversee manage and coordinate workload for all FOH and where there are gaps in capacity, or to fulfil service requirements support the different teams should the need arise to meet on-the-day capacity so that the operational activities function without disruption to clinical and non-clinical staffing and continuity of services to patients remain unaffected.

Work with and alongside Leads to problem solve where areas are not achieving relevant outcomes

Work with Leads to support work streams as required and to meet service needs ensure intervention so that business continuity is not adversely affected.

To review and undertake KPI and performance management monitoring

Work with Leads to ensure relevant reporting are submitted in a timely manner with robust actions to manage under-performance in FOH

To provide updates on the above reporting to the operations director.

To follow-up on remedial action to ensure matters are being managed appropriately and in a timely manner.

To proactively review work streams, through mapping exercises, to identify opportunities for improvement and consulting and engaging with key stakeholders to ensure these are developed and introduced appropriately.

To be an escalation point for staff and patients (complex queries and complaints)

Staff Management responsibilities

To have line management responsibility for FOH Team Leads and FOH.

To deal with staff management responsibilities including sickness, annual leave requests, capability performance management etc and undertake annual appraisals. To intervene and oversea complex HR/ sickness issues.

To support with any contract amendments, or change of hours requests from a HR perspective.

To ensure staffing levels are adequate, approve annual leave and other leave and to ensure FOH leads are completing a 6 week rota. To maintain the staff supply and demand data and escalate to the Operations Director for long-term planning and recruitment needs.

To ensure all mandatory training is completed by staff you line manage in-line with training schedule.

To process monthly payroll information for staff you line manage, including (overtime, mileage, unpaid leave) for your staff, for submission to Finance and to ensure this is completely accurately and in a timely manner.

To update HR with staff related matters as necessary and to maintain and provide HR related documentation (sickness records, informal/formal sickness meeting records etc) for staff personnel files, for staff you line manage.

Ensure that training, PLT days, and any learning/ development implemented by FOH Team Leads fits strategic goals and vision.

Operational/Site responsibilities

To oversee the work of the FOH Team Leads and FOH staff relating to all 6 sites.

To identify opportunities for change in existing work processes and promote and engage with leads to introduce ongoing improvement to the service where possible to support the smooth operation of Teldoc.

To support leads to manage and prioritise duties to meet service needs and provide a high quality service to our patients.

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 implement and lead on a full range of promotion and management their own and others health and safety and infection control, as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to)

Using personal security systems within the workplace according to practice guidelines

Awareness of national standards of infection control and cleanliness and regulatory / contractual / professional requirements, and good practice guidelines

Active observation of current working practices across the practice in relation to infection control, cleanliness and related activities, ensuring that procedures are followed and weaknesses / training needs are identified, escalating issues as appropriate

Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised

Keeping own work areas generally clean, sterile, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other managers

Undertaking periodic infection control training (minimum once annually)

Demonstrate due regard for safeguarding and promoting the welfare of children and adults.

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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

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 annual 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

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

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognise peoples needs for alternative methods of communication and respond accordingly

Contribution to the implementation of services

The post-holder will

Apply practice policies, standards and guidance

Discuss with other members of the team how the policies, standards and guidelines will affect own work

Person Specification

Experience

Essential

• Experience of working within General Practice
• People management experience
• Excellent communication and interpersonal skills
• Excellent written and spoken English
• ICT skills including confident use of Excel
• Able to prioritise and plan workload
• Able to work under own initiative
• Excellent attention to detail
• Able to work in a fast paced environment and achieve targets set

Desirable

• Previous NHS experience
• Customer service experience
• Able to use EMIS to extract information
• Enthusiastic and results orientated
• Work as a flexible team player

Experience

Essential

• Experience of working within General Practice
• People management experience
• Excellent communication and interpersonal skills
• Excellent written and spoken English
• ICT skills including confident use of Excel
• Able to prioritise and plan workload
• Able to work under own initiative
• Excellent attention to detail
• Able to work in a fast paced environment and achieve targets set

Desirable

• Previous NHS experience
• Customer service experience
• Able to use EMIS to extract information
• Enthusiastic and results orientated
• Work as a flexible team player

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Teldoc

Address

Limes Walk

Oakengates

Telford

Shropshire

TF2 6JJ

Employer's website

https://www.teldoc.org/ (Opens in a new tab)