Operations Manager

Overview

We are looking for an operations manager to run the practice day to day. You will make sure appointments, workflows, rotas and premises work smoothly, so clinicians can focus on patients and patients can access care in good time. You will work as part of a small management team alongside the Practice Manager, who leads strategy, finance and overall governance, and you will deputise for them when needed.

Responsibilities

Your impact: Clear leadership and coordinated operations help colleagues serve customers efficiently and maintain a welcoming retail environment.

Daily operations and patient access

• Run the daily running of the practice: opening and closing, clinic cover, and responding to same-day pressures and absences
• Manage appointment systems, telephony, online consultation and care navigation, and monitor demand and capacity
• Oversee the flow of clinical and administrative workload, including results, referrals, prescriptions and correspondence
• Lead small-scale process improvements and help teams adopt digital tools

Team management

• Line manage reception, administrative and support staff, including induction, training, appraisals and performance
• Produce and maintain rotas, and manage annual leave, sickness and absence cover
• Handle day-to-day HR issues, escalating complex cases (grievance, disciplinary, capability) to the Practice Manager
• Track mandatory training and support staff development

Premises, equipment and supplies

• Oversee the building, equipment, stock and cleaning arrangements, and liaise with contractors
• Carry out and follow up health and safety checks, fire safety and infection prevention and control audits
• Keep business continuity and emergency plans current and put them into action when needed

Quality and compliance (operational)

• Maintain the evidence and records needed for CQC compliance, and support the Practice Manager during inspections
• Log and follow up significant events, complaints and patient feedback, and share learning with the team
• Follow information governance and data protection procedures at practice level

Systems and data

• Oversee day-to-day use of clinical and administrative IT systems (e.g. SystmOne/EMIS) and act as first point of contact for system issues
• Run routine searches and reports on access, DNAs, workload and QOF activity, and present the findings to the Practice Manager

Communication

• Act as the day-to-day contact for staff, clinicians, patients and neighbouring services
• Support the Patient Participation Group and collect patient feedback.

Experience

• Experience in management, leadership and supervising teams is required.

Experience

Experience leading a team in a healthcare, primary care or similar service setting

Knowledge

Understanding of CQC standards, health and safety, and information governance

Qualifications

Good general education, with evidence of leadership or management training

Skills

Strong organisation, rota planning and problem-solving; confident with data and IT systems; clear communication

Personal qualities

Calm under pressure, approachable, dependable and committed to patient-centred care

Desirable

Experience in general practice operations, reception or team leader roles

Knowledge of QOF, PCN structures and NHS access requirements

ILM, CMI or AMSPAR qualification

Process improvement or change management experience

Experience working with a diverse patient population

Benefits

• NHS Pension Scheme
• 6 weeks annual leave

Pay: From £28,800.00 per year

Work Location: In person