Practice Operations Manager
Job summary
This is an exciting opportunity for an experienced operational leader to join a high-performing, forward-thinking GP practice at a pivotal stage in its development.
As Practice Operations Manager, you will work closely with the Practice Manager and GP Partners to lead the day-to-day operation of the practice, with particular responsibility for workforce planning, recruitment, staff management, operational delivery and service improvement. This is a senior leadership role with significant scope to influence how services are delivered and developed.
We are seeking an individual who is proactive, organised and ambitious; someone who enjoys solving problems, leading people and improving systems whilst working within a supportive and collaborative leadership team.
The role has been created as part of our long-term succession planning arrangements and offers a genuine opportunity to develop wider skills and experience in practice management. The successful candidate will receive mentoring, support and exposure to broader aspects of leadership, governance and business management.
In return, we offer a competitive salary, NHS Pension Scheme, professional development opportunities and the chance to play a key role in shaping the future of a well-established and respected practice serving our local community.
Main duties of the job
The Practice Operations Manager will be responsible for the day-to-day operational management of the practice, ensuring services are delivered safely, effectively and efficiently.
A key focus of the role is workforce leadership. The postholder will lead the Reception and Administration teams, oversee recruitment and onboarding, manage staffing levels and rotas, support staff development and performance management, and help ensure the practice is appropriately resourced to meet patient demand.
The successful candidate will coordinate operational delivery across a wide range of areas including appointment capacity, vaccination programmes, patient recalls, complaints management, significant events, GP trainee administration, digital services and patient engagement activities.
The role also includes responsibility for telephony management, website and NHS App promotion, Patient Reference Group leadership, premises oversight, health and safety monitoring, infection control administration, contractor coordination, business continuity planning and regulatory compliance.
Working alongside the Practice Manager and Partners, the postholder will identify opportunities for service improvement, support delivery of contractual and quality objectives, and help ensure the smooth day-to-day running of the practice.
About us
Essex House Surgery is an established GP practice in Barnes, committed to delivering high-quality, patient-centred care to our local community.
We have a strong team culture, with close collaboration between clinical and non-clinical staff with shared workspaces and a shared commitment to continuous improvement and excellent patient care.
Our leadership team believes in empowering staff, encouraging initiative and supporting professional growth. We are committed to creating opportunities for individuals to broaden their skills and experience.
We offer a competitive salary, NHS Pension Scheme, generous annual leave entitlement, ongoing learning and development opportunities, and the chance to make a meaningful contribution to both the patient experience and the future direction of the practice.
This role offers the opportunity to take on significant responsibility and play a central role in helping us deliver safe, responsive and sustainable primary care services for our patients.
Job description
Job responsibilities
Practice Operations Manager
The Practice Operations Manager is a senior operational leadership role responsible for the day-to-day management of Practice operations, workforce planning, recruitment, staff development and performance management.
Working closely with the Practice Manager and GP Partners, the postholder will lead the Reception and Administration teams and play a central role in ensuring the Practice is appropriately staffed, effectively managed and able to provide safe, efficient and high-quality services to patients.
The successful candidate will be responsible for:
Operational Leadership
- Providing day-to-day leadership and management of Reception and Administration teams.
- Ensuring administrative and patient-facing services are delivered efficiently, professionally and safely.
- Monitoring operational performance, identifying service pressures and implementing practical solutions.
- Acting as the first point of escalation for operational and administrative issues.
- Supporting and delivering organisational change and service improvement initiatives.
Workforce Planning, Recruitment and People Management
- Managing workforce planning and staffing levels across the Practice.
- Identifying and addressing staffing shortages and service capacity issues.
- Coordinating recruitment, onboarding and employment compliance processes.
- Issuing contracts of employment and maintaining employment documentation.
- Conducting appraisals, one-to-one meetings and probation reviews.
- Supporting staff development, performance management and workforce wellbeing.
- Developing workforce capability and supporting succession planning.
Appointment Capacity and Service Delivery
- Monitoring appointment demand, utilisation and capacity.
- Supporting the development of appointment systems and access models.
- Coordinating vaccination programmes and clinics.
- Ensuring patient invitations, recalls and clinic administration are completed effectively.
- Supporting delivery of Quality and Outcomes Framework (QOF), enhanced services and other contractual priorities.
- Monitoring performance and producing reports and recommendations for improvement.
GP Trainee Administration
- Coordinating all administrative aspects of GP trainee placements.
- Supporting trainee inductions, timetables and reporting requirements.
- Liaising with GP Trainers, Deaneries and relevant organisations.
- Providing feedback to trainers regarding operational and administrative matters affecting trainee placements.
Complaints, Significant Events and Governance
- Managing the administrative aspects of the Practice complaints process.
- Preparing acknowledgements and draft responses in accordance with NHS guidance.
- Investigating and resolving complaints wherever possible.
- Maintaining complaints registers and tracking systems.
- Preparing the initial NHS Annual Complaints Return.
- Leading and supporting investigations into Significant Events and ensuring resulting actions are completed.
- Supporting quality improvement, risk management and organisational learning.
Training and Process Development
- Developing and maintaining training materials, manuals and Standard Operating Procedures.
- Coordinating induction programmes for new staff.
- Monitoring training requirements and compliance across the Practice.
- Supporting the Practice Manager and Partners in workforce development planning.
IT, Telephony and Digital Services
- Managing the day-to-day operation of IT, telephony and digital systems.
- Liaising with external suppliers and support providers.
- Monitoring telephony performance and service quality.
- Supporting implementation of new systems and digital initiatives.
Patient Engagement, Website and Digital Access
- Maintaining the Practice website and digital communications.
- Promoting and increasing utilisation of the NHS App and other digital services.
- Supporting patient engagement and participation activities.
- Acting as Practice lead for the Patient Reference Group.
- Coordinating patient feedback and supporting service improvements arising from patient engagement.
Premises, Health & Safety and Business Continuity
- Supporting business continuity planning, testing and emergency preparedness.
- Coordinating fire drills and ensuring fire alarm testing is undertaken.
- Monitoring premises standards, cleanliness and contractor performance.
- Acting as Infection Control Administrative Lead alongside clinical leads.
- Coordinating maintenance and security issues and supporting contractor management.
- Undertaking day-to-day monitoring of health and safety compliance.
Information Governance and Compliance
- Supporting compliance with UK GDPR, Information Governance and confidentiality requirements.
- Monitoring compliance with Practice policies and regulatory requirements.
- Supporting CQC readiness, audits and governance activities.
- Maintaining compliance documentation and associated records.
The postholder will be expected to demonstrate initiative, independent judgement and strong problem-solving skills whilst operating within agreed governance arrangements. Significant operational, staffing, financial or organisational changes must be approved by the Practice Manager and/or Partners before implementation.
This is a predominantly on-site leadership role requiring a visible management presence within the Practice. The successful candidate will be expected to demonstrate flexibility in responding to operational pressures and may occasionally be required to provide support or be contactable outside normal working hours where necessary to ensure the effective running of the Practice.
Person Specification
Qualifications
- GCSE grade A to C in English and Maths
- Educated to degree level or able to demonstrate an equivalent level of professional knowledge and experience.
- Evidence of continuing professional development.
- CIPD Level 5 qualification (or above) in Human Resources, People Management or Organisational Development.
- ILM, CMI or other recognised management qualification.
Experience
- Significant administrative and operational management experience within Primary Care, the NHS or a comparable healthcare environment.
- Experience managing, supervising and developing staff.
- Experience undertaking appraisals, one-to-one meetings and performance management.
- Experience managing workforce planning, staffing levels, annual leave or rota coordination.
- Experience managing recruitment, onboarding and employment compliance processes.
- Experience handling complaints and sensitive issues professionally.
- Experience developing and improving systems, processes and ways of working.
- Experience working with IT and digital systems in an operational environment.
- Experience producing reports and analysing operational information.
- Experience working within General Practice.
- Experience supporting CQC compliance and inspections.
- Experience supporting delivery of QOF, enhanced services or other contractual targets.
- Experience coordinating GP trainee programmes.
- Experience managing vaccination programmes, recall systems or clinical service delivery.
Additional knowledge and skills
- Excellent leadership and people management skills.
- Strong organisational and prioritisation skills.
- Excellent verbal and written communication skills.
- Ability to motivate, support and develop staff.
- Strong problem-solving and decision-making abilities.
- Ability to work independently and use initiative appropriately.
- Ability to analyse information, identify trends and implement improvements.
- Strong IT and digital skills.
- Understanding of confidentiality, information governance and data protection requirements.
- Ability to build effective working relationships with staff, clinicians, patients and external organisations.
- Commitment to delivering high-quality patient services.
- Ability to work predominantly on-site and maintain a visible management presence.
- Willingness to work flexibly in response to operational pressures, including occasional out-of-hours contact where required.
- Understanding of the importance of working within agreed governance arrangements and seeking appropriate approval before implementing significant changes.
- Knowledge of NHS Primary Care systems and processes.
- Knowledge of QOF, enhanced services and Primary Care performance management.
- Knowledge of premises management, health and safety and business continuity requirements.
- Interest in future progression into a senior Practice leadership role.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Essex House Surgery
Address
Essex House Surgery
Station Road
London
SW13 0LW
United Kingdom
Employer's website
https://essexhousesurgery.nhs.uk/