Job Overview
To assist the business director with operational leadership and coordination across the practice, acting as the central point for day-to-day issues, escalation, and service delivery support. The role leads the operations assistant, business liaison, and patient services team leaders, and supports the Business to ensure services are delivered safely, efficiently, consistently, and with a strong patient experience focus.
Key Responsibilities
There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels.
All staff at BK Health have a duty to conform to the following:
This role will provide operational oversight and act as a central coordination point or operational issues, troubleshooting day-to-day problems and handling matters appropriately including:
- IT and digital coordination – provide first-line coordination and practical support for day-to-day IT and digital issues affecting operational teams.
- Act as a link between staff and external/internal system support providers, ensuring issues are logged, tracked, and progressed.
- Support systems use, troubleshooting, and adoption of digital processes and help maintain operational continuity during system issues, upgrades, or outages.
- Health and Safety and Facilities – Support day-to-day health and safety facilities coordination by monitoring risks, escalating issues, tracking actions, and helping to maintain records and policies for audits and inspections.
- Clinical Rota Management – Lead and support the Rota manager to ensure Rota templates maximise appointment availability and changes are communicated to all teams.
- Website, social media and Patient Communications – Oversee patient communications via the practice website and social media, ensuring content is up to date, accurate, and aligned with service changes, and supporting the drafting, approval, and scheduling of routine updates.
- Team Leadership – Lead and develop the patient services team leaders, operations assistant and Rota manager.
- Patient Experience and Service Quality – Support the patient services and the business director in improving patient experience across the front-line services and administrative pathways.
- Use data, feedback, and operational insight to identify trends, service gaps, and improvement opportunities.
- Executive Support – Provide proactive and high-level executive support to the Business Director and Board.
- Anticipate priorities, prepare papers, coordinate actions, manage follow-up activity, and support delivery against business objectives.
- Governance and Compliance - Support the practice’s governance and compliance framework by coordinating policies, audits, actions plan, risk logs, incident follow-up, mandatory processes, and evidence gathering, while working with relevant leads to ensure responsibilities are clearly allocated.
- Process and Systems Coordination – Map, document, and embed standard operating procedures and working practices where needed.
- Project and Change Support – Coordinate and support operational projects, service changes, and improvement initiatives.
Experience
(Essential)
- Educated to A-Level standard or equivalent experience.
- Sound understanding of operational management in a GP practice, primary care, NHS, or similarly complex service environment.
- Good understanding of patient service delivery, governance, compliance, and service improvement principles.
- Working knowledge of employment-related people management processes such as induction, absence management, performance support, and conduct issues.
- Strong understanding of confidentiality, information governance, and professional boundaries.
- Experience of supervising or managing staff in a busy operational or service-led environment.
- Experience of coordinating day-to-day operations, resolving problems, and managing competing priorities.
- Experience of supporting meetings, preparing papers, maintaining action logs, and providing senior administrative or executive support.
- Experience of working across teams and building effective working relationships.
- Experience of reviewing processes and implementing improvements.
- Strong leadership skills with the ability to motivate, support, and challenge other constructively.
- Excellent organisational skills and the ability to coordinate multiple workstreams in a fast-paced environment.
- Ability to build credibility quickly and work confidently with staff at all levels.
- High emotional intelligence, resilience, and professionalism.
- Strong IT and digital skills, with confidence using practice systems and Microsoft 365 applications.
- Strong problem-solving skills and sound operational judgement.
- Strong project management skills.
- Compassionate, approachable, and patient focused.
- Proactive, dependable, and solutions oriented.
- Calm under pressure and able to adapt in a changing environment.
- Committed to high standards, continuous improvement, and team development.
- Handle sensitive and confidential information with discretion and sound judgement.
- Promote a culture of empathy, accountability, professionalism, and service excellence.
(Desirable)
- Management or leadership qualification, or willingness to work towards one.
- Training in quality improvement, project management, governance, or coaching.
- Experience of supporting organisational change, digital implementation, or service redesign.
Hours: 37.5 per week
Benefits
- Friendly team and supportive environment: join our welcoming team of healthcare professionals who collaborate with not just our team, but community through our Collaborative Practice Initiative and Friends of Berrycroft charity.
- State-of-the-art facility: work in a new purpose built centre equipped with modern amenities. Enjoy the convenience of an onsite cafe and childcare providers nearby.
- Free Parking: onsite parking and electric care charging ports available.
- On-Site discounts: our in-house coffee shop, staff discount available.
- NHS Pension: NHS contribution full pension in line with annual salary.
- Blue Light Card Discounts: discounts available on thousands of brands and services.
- Employee Forum: have your voice heard and collaborate with our wider team. The team has also been instrumental in shaping our recognition framework and contributing valuable input on various initiatives.
- Employee Assistance Programme (EAP): 24-hour confidential helpline for all employees providing counselling, legal advice, and information. It is inclusive of employees immediate family members.
Pay: £42,000.00-£43,500.00 per year
Education:
- A-Level or equivalent (preferred)
Experience:
- Management: 1 year (preferred)
- Primary care: 1 year (preferred)
Work Location: In person
