Vacancies at Hedena Health

• Line manager - Clinical Contracts Manager
• Hours – 25-35 Hours per week
• Rate - Dependent on experience
• Holidays - 5 weeks/year (pro rata)

Key Responsibilities

The Operations Manager plays a pivotal role in the effective delivery of high-quality primary care services. You will work closely with the Clinical Contracts Manager and the wider management team to ensure the smooth day-to-day running of the practice. Flexibility is essential, and the role may require undertaking additional duties in response to service needs, workload pressures, or staffing requirements.

Operational & Leadership Responsibilities

• Support the Clinical Contracts Director and Clinical Contracts Manager in the day-to-day operational management of the practice, ensuring staff understand and fulfil their core responsibilities.
• Leadership and Management of the Operations team and function as a whole. Ensure line management duties are carried out with direct reports ensuring appropriate staffing structures are in place to support the needs of the practice.
• Provide visible leadership and guidance to all staff, ensuring compliance with practice policies, procedures, and regulatory requirements.
• Actively lead and oversee administrative processes related to contract work (QOF, LCS, ES, PCN), working collaboratively with GPs, nursing staff, and administrative teams.
• Guide and support staff in developing searches and audits on the clinical system.
• Review, update, and maintain clinical templates to ensure they reflect current best practice.
• Support delivery and monitoring of enhanced services and other contractual service requirements.
• Assist the management team in compiling practice reports and contributing to the practice development plan.
• Be an integral, proactive member of the general practice team and liaise effectively with all teams.

Governance, Compliance & Quality

• Implement, maintain, and monitor systems to ensure full compliance with CQC regulations and quality standards.
• Act as a leader in promoting and supporting all aspects of clinical governance.
• Maintain awareness of current legislation and ensure adherence to safeguarding policies relating to both adults and children.
• Monitor, disseminate, and act upon safety alerts and other relevant clinical or operational communications.
• Support the clinical governance framework by submitting and contributing to reports for QOF, enhanced services, and other contractual requirements.
• Ensure full CQC compliance for your areas of responsibility by ensuring you review, implement and maintain CQC policies/procedures and that staff are aware of them.

Information Governance (Non-Clinical Lead)

• Act as the practice non-clinical Information Governance Lead.
• Ensure compliance with UK GDPR, Data Protection legislation, and NHS Information Governance requirements.
• Oversee completion of the Data Security and Protection Toolkit (DSPT).
• Promote good practice in confidentiality, data protection, and information security across non-clinical teams.
• Ensure Information Governance policies and procedures are up to date and followed.
• Support the management and reporting of non-clinical data incidents or breaches.
• Ensure staff complete mandatory Information Governance training and maintain training records.
• Act as a point of contact for Information Governance queries, audits, and assurance processes.

People Management & Workforce Development

• Line-manage designated staff, including undertaking appraisals and performance reviews.
• Regularly review and update job descriptions and person specifications, ensuring roles are fit for purpose and employment remains legally compliant.
• Act as lead for recruitment, including shortlisting, interviewing, and appointment processes, whilst ensuring you remain within the agreed annual budget.
• Organise, deliver, and oversee staff induction programmes.
• Ensure staff have individual development plans and that training records are accurate and up to date.
• Identify training needs and coordinate team or individual training where required.
• Support the resolution of disciplinary and grievance matters, working closely with the HR department and maintaining oversight of staff wellbeing.
• Actively promote Equality, Diversity and Inclusion, as well as Safety, Health, Environment and Fire (SHEF) responsibilities within the workplace.
• Work closely with Finance Department to ensure staffing and asset budgets are utilised effectively and variances are tracked and reported monthly.

Patient Services & Engagement

• Actively promote the use of online patient services, with progress reviewed through registration and usage reports.
• Support initiatives to maintain and, where possible, grow the practice patient population, monitoring list size trends. Market the practice appropriately to reflect service provision and community engagement.
• Foster a culture of care, compassion, and respect for patients, carers, and staff.
• Act as the Carers Champion, ensuring carers are identified, recorded, signposted, and engagement is monitored through the carers register.
• Act as the Veterans Champion, supporting identification and coding of veteran patients and monitoring access to appropriate NHS services.
• Support the team to promote and increase uptake of national cancer screening programmes and childhood and adult vaccination programmes, by:
  • Monitoring uptake rates and coverage levels.
  • Supporting recall systems and targeted patient communications.
  • Working with clinical and administrative leads to identify gaps and support improvement against national and local targets.
• Ensure appropriate systems are in place to maximise income from NHS and private sources

IT & Systems Improvement

• Develop and maintain working knowledge of all relevant clinical and operational software systems.
• Continually review and improve practice systems and processes to support efficient, high-quality service delivery.
• Regularly review IT systems to ensure they meet the needs of both patients and staff.
• Monitor and report on our SMS fragmentation usage, ensuring we stay within target.

Wider Responsibilities

In addition to the above, the Operations Manager will:

• Deputise for the Clinical Contracts Manager as required.
• Brief clinicians on performance, highlighting actions required to maximise achievement across all contract areas (QOF, LCS, ES, PCN) areas.
• Attend and actively participate in practice management meetings and complete all required KPIs and monthly board reports.
• Represent the practice at external meetings relevant to the role.
• Support shared learning and continuous improvement initiatives.
• Participate in audits as directed.
• Lead the development, implementation, review, and updating of practice policies and procedures to ensure compliance with all relevant regulations.

Professional Development & Conduct

• Maintain a clean, tidy, and safe working environment.
• Complete all mandatory training and induction requirements.
• Attend a formal annual appraisal, with progress against agreed objectives reviewed regularly.

Person specification

Qualifications - Essential

• A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English

Qualifications - Desirable

• Associate Member of IGPM in view of becoming a full member (MIGPM)
• AMSPAR qualification (L5 in Primary Care and Health Management)
• Leadership and/or management qualification

Experience - Essential

• Experience of managing multidisciplinary teams
• Experience of working with the general public
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures
• Experience of successfully developing and implementing projects
• Understanding of Health and Safety requirements

Experience - Desirable

• Experience of working in a healthcare setting
• NHS or general practice experience
• HR understanding and experience
• Experience of health and safety requirements and needs within a small business
• Experience of chairing meetings, producing agendas and minutes

Knowledge and skills - Essential

• Excellent communication skills (written, oral and presenting)
• Proven leadership skills
• Competent in the use of MS Office and Outlook
• Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
• Problem solver with the ability to process information accurately and effectively, interpreting data as required
• Ability to use own initiative, discretion, and sensitivity
• Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity
• Ability to work as a team member and autonomously
• Sensitive and empathetic in distressing situations
• Ability to exploit and negotiate opportunities to enhance service delivery
• Strategic thinker and negotiator with a solutions-focused approach
• Effective time management (planning and organising)
• Good organisational skills
• Ability to effectively utilise resources
• Punctual and committed to supporting the team effort
• High levels of integrity and loyalty
• Ability to network and build relationships
• Flexible, cooperative and motivated
• Confident, assertive and resilient
• Ability to drive and deliver change effectively
• Ability to use initiative and judgement
• Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions

Knowledge and skills - Desirable

• Clinical system IT user skills

How to apply

Upload your CV and covering Letter