Job Summary
- To support the Practice Manager in all aspects of practice functionality, motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment.
- As this role will have access to a higher level of confidential data in the course of their employment, there is an expectation that the post holder will always maintain the highest level of confidentiality and integrity. Sensitive information could be from either internal sources, or from external partner organisations.
- To manage and coordinate all aspects of practice functionality, motivating and managing staff, patient services, premises and health and safety management.
- Through innovative ways of working, support the Practice Manager leading the team in promoting ED&I, SHEF, quality and continuous improvement, confidentiality, collaborative working, service delivery, and learning and development, and ensuring the practice complies with CQC regulations.
- The post-holder will be an integral part of the general practice team.
Primary Responsibilities
The following are the core responsibilities of the Operations Manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The Operations Manager is responsible for:
- Leading the day-to-day operations of the practice, ensuring all staff are equipped and supported to deliver their primary responsibilities effectively
- Providing leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times
- Maintain the highest levels of confidentiality due to the nature of the role and with being exposed to a greater level of confidential material and data
- Managing the administrative aspects of QOF, coordinating with GPs, nursing staff, and administrators, and ensuring the team meets QOF targets.
- Project managing tasks as needed, ensuring timely delivery, coordination across teams, and successful completion of objectives.
- Implementing systems to ensure compliance with CQC regulations and standards
- Direct line management of the following staff: GP Team, Clinical Practitioner Team, Practice Nurse Lead, Contracts & Finance Manager, Pharmacy Team Lead, Administrative Services Manager and Care Navigation Manager
- Leading on recruitment for the practice, from advertising and interviewing through to appointment, including pre-employment checks and DBS processing
- Performing 3 and 6 month reviews for all new direct reports and ensure these reviews are completed for all staff
- Evaluating, organising and overseeing the staff induction programme
- Implementing and embedding an effective staff appraisal process, and undertake appraisals for those that they line manage
- Review and regularly update job descriptions and person specifications, ensuring all staff are legally and gainfully employed
- Implementing and embedding an effective practice and staff development plan (clinical and administrative), including mandatory training programmes
- Overseeing staff training, ensuring all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively
- Implement effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare
- Lead the management of the clinical system, ensuring IT security and IG compliance at all times and responding to and resolving all local IT issues
- Coordinating the reviewing and updating of all practice policies and procedures
- Supporting the procurement of practice equipment, supplies and services
- Adopting a strategic approach to the management of patient services matters, ensuring this is implemented practice-wide
- Implementing and embedding an effective communication strategy (internal and external)
- Ensuring the practice maintains compliance with its NHS contractual obligations
- Actively encouraging and promoting the use of patient online services
- Liaising at external meetings as required
- Leading the management of the Patient Participation Group
- Guiding staff and developing searches and audits on the clinical system
- Reviewing and updating clinical templates ensuring they relate to current practice
- Marketing the practice appropriately to ensure patient population is stable or increasing
- Managing and monitoring service contracts (e.g. cleaning, gardening, window cleaning), escalating issues promptly, and liaising with the Contracts and Finance Manager where contracts fall under their remit
- Manage DNAs, providing data and planning tools coupled with liaison with referred repeat offenders
- Identify and deliver team training where required
- Support the management team in the compilation of practice reports and the practice development plan
- Working as a flexible and integral member of the practice team, providing support to colleagues where needed to ensure smooth day-to-day running
- Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children
- Support in the delivery of enhanced services and other service requirements
- Undertake all mandatory training and induction programmes
- Act as a leader in support of the spectrum of clinical governance
- Maintain a clean, tidy, effective working area at all times
- Overseeing the management of the premises, including health and safety aspects, ensuring staff are aware of their responsibilities, and undertaking risk assessments and mandatory training as required to maintain compliance
- Coordinate all staff absences, maintaining an effective absence register and carrying out return to work meetings, a d dealing with continuous absence as per practice policy
- Brief clinicians on performance levels, advising actions to ensure high achievement across all QOF areas
- Leading the practice's complaints process, including complex enquiries and formal complaints, ensuring timely resolution and escalation where necessary, as the practice's Complaints Office
- Ensuring all staff are fully conversant with the practice's complaints procedure
- Overseeing significant events, ensuring they are dealt with in a timely manner and where necessary escalated to the next level
- Identifying trends and devising solutions to reduce risk and repeated occurrences of significant events
- Presenting findings of annual complaints and significant events to the practice team
- Continually assessing and evaluating systems, recommending changes and improvements to the Practice Manager as appropriate
- Attending and participating in identified practice meetings
- Providing and promoting an enthusiastic support role and maintain team efficiency
- Looking after the welfare of all practice staff
- Monitoring and disseminating information on safety alerts and other pertinent information
- Ensuring clinical system have been configurated by the IT Officer, as indicated by LHIS
- Monitoring compliance with health and safety legislation, providing leadership and direction for staff
Secondary Responsibilities:
In addition to the primary responsibilities, the Operations Manager may be requested to:
- Deputise for the Practice Manager
- Act as the communication link between the management team and staff
- Attend and actively participate in practice management meetings
- Attend any external meetings pertinent to this role
- Represent the practice locally as required
- Act as the primary point of contact for NHS(E), CCG, PCN, community services, suppliers and other external stakeholders in the absence of the Practice Manager
- Support and participate in shared learning
- Participate in any audits as directed
- Support the practice and management team with continuous improvement and change initiatives
- Support the overall practice clinical governance framework, submitting reports for OQF, enhanced services and other reporting requirements using CQRS/ Open Exeter etc.
- Preparing agendas for, and chairing practice meetings
- Act as the building manager, dealing with defects, maintenance and all other associated tasks
- Maintain a working knowledge of ICB initiatives
- Maintain a working knowledge of CQC requirements
- Maintain a working knowledge of QOF requirements
Experience
- Proven experience in an operations management role, ideally within primary care or the wider NHS.
- Strong understanding of operational processes and performance metrics.
- Excellent leadership skills, with the ability to motivate and inspire teams.
- Experience of direct line management, including staff development, appraisals and disciplinary procedures.
- Experience leading on HR processes such as recruitment, onboarding and staff wellbeing.
- Experience handling complaints, including complex enquiries, with a calm and solutions-focused approach.
- Confident working with data, budgets and performance reporting.
- Strong problem-solving skills with a solutions-focused, strategic mindset.
- Excellent communication skills, both verbal and written, with the ability to build relationships at all levels of the practice.
- Experience of project management is desirable but not essential.
- We'd love to hear from anyone who's passionate about operational excellence and committed to making a real difference in a busy, patient-focused environment.
Job Type: Full-time
Pay: £33,000.00-£36,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
- Sick pay
Application question(s):
- Have you handled complex complaints or enquiries as part of your role?
- Do you have experience working within primary care or the wider NHS?
- How many years of line management experience do you have?
- Have you led on HR processes such as recruitment, onboarding or staff wellbeing initiatives?
Licence/Certification:
- full UK driving licence (preferred)
Work Location: In person
