Burney Street Practice is looking for an organised, proactive and motivated Operations Support Lead to join our friendly team.
This is an exciting opportunity for an experienced administrator or team leader to play a key role in the day-to-day running of the practice. The successful candidate will lead the administration team, support the reception function, and help ensure the smooth and efficient delivery of high-quality patient services.
Working closely with the Operations Manager, you will also contribute to governance, compliance and quality improvement initiatives, helping the practice meet its statutory, contractual and regulatory responsibilities while driving continuous service improvement.
If you are an excellent communicator with strong organisational skills, a passion for delivering outstanding patient care, and experience of leading teams in a busy environment.
Key Responsibilities
Leadership and Team Management
- Lead and supervise the administration team.
- Provide day-to-day support and guidance to the reception team, working closely with the Senior Receptionist to ensure seamless patient services.
- Assist with managing reception staff levels, workload and rota coordination to ensure adequate administrative and reception cover.
- Conduct one-to-one meetings, appraisals and return-to-work meetings as delegated by the Operations Manager.
- Support recruitment, induction and training of new staff.
- Identify learning and development needs within the team.
- Promote a positive, supportive and collaborative working environment.
Operational Responsibilities
- Oversee the daily running of the administration department.
- Support reception during busy periods or staff shortages to maintain service delivery.
- Ensure correspondence, registrations, document workflow, referrals and other administrative tasks are completed accurately and within agreed timescales.
- Monitor workload and performance across the administration team.
- Develop and improve administrative processes and standard operating procedures.
- Escalate operational issues to the Operations Manager where appropriate.
Governance and Compliance
- Support the Operations Manager in maintaining compliance with CQC standards and NHS contractual requirements.
- Coordinate governance activities including audits, action plans and compliance monitoring.
- Maintain governance documentation and evidence for inspections.
- Ensure practice policies and procedures are regularly reviewed and implemented.
- Monitor completion of mandatory training for Reception
- Assist with risk assessments, business continuity planning and health and safety compliance.
- Promote compliance with GDPR, Information Governance and confidentiality requirements.
Quality Improvement
- Support quality improvement projects across the practice.
- Identify opportunities to improve efficiency and patient experience.
- Produce reports and performance data for the Operations Manager.
- Monitor key administrative performance indicators and recommend improvements.
Communication
- Act as a key point of contact for the administration team.
- Work collaboratively with reception, clinicians and the wider practice team.
- Liaise with external organisations and NHS services as required.
General Responsibilities
- Support the Operations Manager with the day-to-day operational management of the practice.
- Provide cross-cover for reception and administration when required.
- Maintain patient confidentiality at all times.
- Comply with all practice policies and procedures.
- Participate in mandatory training and continuous professional development.
- Undertake any other duties appropriate to the role as delegated by the Operations Manager.
Person Specification
Essential
- Previous experience working within an NHS GP practice.
- Experience supervising or leading an administrative or reception team.
- Excellent organisational and communication skills.
- Strong understanding of NHS primary care administration.
- Knowledge of governance, CQC standards and compliance requirements.
- Ability to prioritise workload and manage competing demands.
- Experience using EMIS Web and Microsoft Office applications.
- Strong problem-solving skills and attention to detail.
Desirable
- Leadership or management qualification.
- Experience supporting service improvement projects.
- Knowledge of Information Governance and GDPR.
- Experience undertaking audits and compliance monitoring.
Key Skills
- Leadership and people management
- Organisation and planning
- Governance and compliance
- Patient service
- Communication
- Problem solving
- Teamworking
- IT proficiency
- Continuous improvement
Pay: £15.00 per hour
Benefits:
- Free flu jabs
- On-site parking
- Sick pay
Work Location: In person
