Operations Manager
Hours: Monday to Friday 8 hours a day (usually 08:00-18:00)
Location: Brentside Executive Centre, Great West Rd, Brentford TW8 9DR
Salary: up to £50,000 (depending on experience)
Connect Health and Healthshare have come together as one organisation - Cora Health - combining our decades of experience in providing healthcare services on behalf of the NHS
We are looking for a dynamic and experienced Operations Manager to lead and motivate our front-of-house team at Cora Health. This pivotal role focuses on delivering an effective, efficient, and high-quality service, ensuring the smooth daily running of the clinic while upholding the highest standards of patient care and exceptional customer service to patients, consultants, clinical teams, and colleagues.
The successful candidate will drive team performance, maintain robust processes and safety protocols, and demonstrate strong initiative and multitasking abilities across a wide range of specialist duties.
What you'll be doing
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Producing a rota which covers the full opening hours of the clinic 7 days a week for Front of House and Diagnostic Health Care Assistants. Ensuring this is rolled out 3 months in advance. Arranging cover for absence and holidays as and when required.
- Training all front of house team in the processes, policies and tasks required on a day to day basis including open and close of building in line with operating procedures.
- Training all Health Care Assistants in the processes and procedures required to complete the role to the highest level of care following any clinical policies and requirements to ensure effective IPC.
- Monitor consumables - liaise with procurement team to restock as and when required.
- Monitor housekeeping requirements and liaise with housekeeper to action any duties.
- To be fully competent in the use of Soliton, System One, IEP and Patient Portal
- To ensure all work is undertaken to the highest standard and in accordance with the Key Performance Indicators as specified within the respective underpinning contract.
- Ensure the team are inputting patient information correctly and feedback any issues or areas of concerns to team.
- To support the clinic management team in co-ordination of the clinic’s objectives
- To monitor the email accounts and respond to referrals and queries appropriately.
- To ensure diagnostic clinical utilisation is fulfilled daily. Capacity planning with line manager and liaising with RMC to fulfill requirements.
- Overseeing tasks completed by the reception team and health care assistants and delegating where appropriate.
- To demonstrate exemplary levels of customer care and support other team members as required, ensuring consistent high-quality communications in a timely fashion.
- Monitor individual and team performance regularly, holding 1:1 meetings, Support Appraising staff annually and fully support PDP for individuals.
- Ensure the team is compliant with mandatory and statutory training in line with Healthshare requirements for all staff, and appropriately trained and competent in standard operating procedures relating to their role including use of relevant electronic systems, for both new starters and current staff.
- Manage sickness/absence and leave ensuring enough cover is in place to continue business as usual
- Assist with audits for Health & Safety and Fire Safety regulations for building action points identified for service development planning.
- Quarterly review of SFS to ensure all relevant documents are up to date, including SOP’s for clinic, certificates for building etc.
- Manage complaints in a professional and timely manner, ensuring details are logged correctly onto the intranet and escalating where necessary to line manager.
- Support the teams if they have any work management issues/concerns and escalate where appropriate to management/HR etc
- To comply with Healthshare organisational and departmental policies and to be involved in their reviewing and updating as appropriate.
- Provide operational support to the administration team in RTT pathway management, PTL validation, and patient tracking to ensure accurate waiting list management and performance reporting.
- Additional responsibilities will be required which will be agreed with the chosen candidate due to the nature of the role. IEP / SAR requests / Patient Portal
What we're looking for
We are seeking an experienced and highly organised Operations Manager with a strong background in front-of-house or reception environments within the NHS or a healthcare setting. You will have proven experience managing front-of-house teams, delivering exceptional customer care, and handling complex, non-routine situations with professionalism and initiative.
Key requirements:
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Excellent communication and organisational skills with strong attention to detail
- A proactive, forward-thinking approach and the ability to work effectively under pressure while prioritising tasks
- Demonstrable experience in patient-facing roles, resource allocation, and delivering high standards of service
- Proficiency in Microsoft Office and a genuine commitment to providing outstanding patient and customer experience
Previous knowledge of patient pathways, complaints management, or MSK services would be advantageous.
Why Cora
We continue to reward our staff with competitive salaries and a great range of employee benefits. These include:
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25 days annual leave (plus Bank Holidays) and option to buy/sell
- Private Healthcare (Benenden)
- Company Pension Scheme
- Life Assurance
- Blue Light Card
- Refer a Friend Scheme
- CPD Opportunities
- Wagestream
- Reward Gateway
- Cycle to Work Scheme
- Smart Tech
- EV Car Scheme
These benefits are our way of saying thank you to our colleagues.
