About The Role

Looking for a new challenge or your next step in your operational career?

Practice Plus Group are searching for an innovative Operations professional to join our team in South West London as Deputy Operational Lead. Reporting into the Operations Manager you will be responsible for supporting the supervision of wider operational team, as well as ensuring the highest quality of service.

Alongside this you will be aligning call centres to all relevant CQC standards, actively report on service performance and making sure appropriate rota fill for coordinators within the 24/7 service. Parallel to this you will provide support to the Operations Manager and 'step-up' during times of absence.

This role will be based in our Putney office for 30 hours a week, 70% of your hours will be evenings, weekends and bank holidays.

About You

Duties and Responsibilities

• To support the leads with the day to day running of the services including OOH, CAS, PCC and Visiting
• To deputise in the absence of the Leads with the day to day management of the services and staff
• Maintaining communication links between different operational staff, managers, SDM and Medical Lead
• Working with Service Manager and Medical Lead and other managers/ supervisors so that operational matters and clinical issues do not conflict and are understood
• Provide support for the call centre rota, including active cases and ensuring cover. Where there are gaps in the rota it is the Operations Manager’s responsibility to provide senior management with an effective action plan.
• Ensuring complaints/feedback are dealt with promptly and adequately investigated as requested by the senior management team. This will include proactive management to ensure reasons for complaint are eliminated or diminished as far as possible.
• To maintain at least 95% of LMS online training for all staff call centre staff
• Ensuring strong links between the call centre, visiting service and the PCCs within the Practice Plus Group Organisation are maintained.
• Problem solving, and trouble-shooting according to the demands of any particular operational situation.
• To demonstrate an accurate and professional attitude to all patients, surgeries and any other professional organisation
• To support with arranging quarterly team meetings and workshops, keeping records of these meetings.
• To cover shifts in the absence of staff when required this includes drivers, receptionist and coords
• General maintenance of the Site ensuring that they always meet service delivery needs.
• To investigate and respond to all operational Datix incidents and actions within the agreed timeframe.
• Support the Leads and Operations Manager to deliver the Services to agreed quality standards ensuring that processes and systems are compliant with external requirements (CQC).
• Support with effective communications within the services to ensure high levels of engagement.
• Problem solving, and trouble-shooting according to the demands of any particular operational situation.
• To support in the recruitment, selection and induction including review of new Call centre staff, including their ongoing training
• To ensure all updates internal and external to the service which are applicable to the Call centre team and effectively communicated with team.
• To complete all breach reporting and provide weekly summaries to the London management team including plans on continuous improvement
• To participate in the bronze on call rota in rotation with other supervisors/managers.
• Maintaining communication links between different operational staff, managers, SDM and Medical Lead
• To take ownership, review and action as appropriate the Assessment Pool performance and Call centre shift reports
• To demonstrate an accurate and professional attitude to all patients, surgeries and any other professional organisation
• Problem solving, and trouble-shooting according to the demands of any particular operational situation.

About Us

Practice Plus Group is passionate about great healthcare. We believe that anyone should be able to access excellent care, whether via the NHS or privately. Our breadth of expertise spans surgery, diagnostics, general practice, offender health and urgent care, with an unrivalled range of different services provided across the country. We’re proud to be at the forefront of developing new and exciting ways to support the nation’s health too, helping patients to maximise their wellbeing and live life to the full.

When you’re part of the Practice Plus Group team, you don’t just have a job. You have a career. We work with you to help you grow in your role and take your career in the direction you want to go. We’ll help you be the best you can be.

We want our team members to feel motivated and rewarded. So we offer a competitive package of pay and benefits. We also recognise the value of a healthy work-life balance – so we always try to be flexible, helping you fit your working life around your home life.

If you'd like to learn more, please contact Michael on [email protected]

Please note that offers of employment are subject to receipt of satisfactory references and a DBS check.

Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer.

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