Operations Manager
Job summary
We are looking for an organised, proactive and people focused Operations Manager to help oversee the day-to-day running of our busy GP practice here in sunny Witterings. This is a key role, helping us deliver safe, efficient, compliant and patient focused services.
This is a part time position of 24 hours per week. Hours and working days will be discussed with the successful candidate.
You will work closely with the Practice Manager and GP Partners, shaping how we deliver high quality patient care, ensuring staff are supported and our operational systems run smoothly and efficiently.
The postholder will also provide operational cover for the Practice Manager in their absence, ensuring continuity of day-to-day practice operations.
Please ensure you complete all sections of the NHS Jobs application form, including supporting information, outlining how you meet the essential criteria.
Main duties of the job
- Deputise for the Practice Manager in their absence, providing operational leadership, and ensuring continuity of day-day management and attendance at meetings as appropriate.
- Oversee the daily operational management of the practice, ensuring smooth patient flow and access.
- Manage and support non-clinical staff, including training, appraisals and performance.
- Oversee appointment systems, monitor demand and capacity, and support digital access channels.
- Ensure mandatory training for all staff is up to date.
- Coordinate clinical rotas and manage staff leave and sickness processes.
- Oversee facilities, suppliers, IT systems (including SystmOne) and business continuity.
- Support CQC readiness, complaints handling and operational quality improvement.
About us
Witterings Medical Centre have over 10,500 patients living on the manhood peninsula with 4 GP partners, 3 salaried GPs, an experienced nursing team as well as an excellent administrative team.
We are proud to be one of 8 practices in the Chichester Alliance of Medical Practices (ChAMP) Primary Care Network and work collaboratively with our PCN colleagues and wider healthcare partners to deliver high-quality, patient-focused care.
Job description
Job responsibilities
Deputise for the Practice Manager in their absence, providing operational leadership, and ensuring continuity of day-day management and attendance at meetings as appropriate.
Contribute to practice wide operational planning and decision making alongside the Practice Manager and GP partners, ensuring operational processes support clinical, contractual and strategic objectives.
Providing visible leadership to administrative and reception teams, modelling professional standards, promoting a positive working culture and continuous improvement.
Design and continually refine the appointment system (urgent and routine) in line with patient need and in consultation with the GP partners.
Monitor daily and weekly demand against capacity across all clinician types (GP, nurses, HCA, paramedic and other healthcare professionals) and adjust rotas accordingly.
Provide day-to-day line management, supervision and support to the administrative teams, including induction, training, appraisal and performance management.
Manage staff annual leave, sickness absence reporting and return-to-work processes.
Coordinate administration of clinical team rotas, ensuring schedules meet requirements set by the GP partners.
Ensure all staff mandatory training is up to date.
Support the Practice Manager with disciplinary, grievance and capability processes for practice staff, escalating issues appropriately.
Oversee practice premises, equipment and supplier relationships (cleaning, maintenance, stationery, clinical waste, etc.).
Act as first point of contact for clinical system (SystmOne) and telephony issues, liaising with IT support and the ICB as required.
Ensure health and safety, fire safety and infection control policies are implemented and maintained on a day-to-day basis.
Maintain business continuity and emergency procedures for the building and operational systems.
Carry out or coordinate workplace risk assessments and act as a nominated fire warden, escalating significant risks to the Practice Manager.
Manage day-to-day handling of patient complaints, feedback and significant events relating to operational matters, in line with practice policy. Escalate high risk complaints to the Practice Manager.
Support CQC readiness by ensuring operational evidence (policies, training records, incident logs) is current, accurate and accessible.
Maintain an oversight of QOF and LCS provision to ensure the targets are met in an efficient and well-planned way.
Liaise with GP partners on changes to appointment systems, triage models or rota structures, particularly where these affect clinical workload.
Support the practice team in reviewing and implementing practice policies and protocols, ensuring conformance to extant legislation.
Person Specification
Personal Qualities
- Professional, approachable and confident in dealing with staff, patients and clinicians
- Calm under pressure, able to manage unexpected operational challenges
- Flexible and adaptable, with a proactive approach to problem-solving
- Strong attention to detail and commitment to high-quality service delivery
- Ability to work independently and take initiative
- Commitment to teamwork and supporting a positive practice culture
- Willingness to learn, develop and adapt as the practice evolves
- Interest in developing leadership skills and contributing to strategic planning
- Ability to identify opportunities for improvement and drive change
Skills & Knowledge
- Strong organisational skills with the ability to manage competing priorities
- Confident user of Microsoft office
- Effective written and verbal communication skills
- Ability to lead, motivate and develop a team
- Understanding of confidentiality and data protection principles (GDPR)
- Knowledge of QOF and GP contract
- Knowledge of NHS access and patient experience targets
Qualifications
- Educated to GCSE (A to C) standard or equivalent experience
- Evidence of ongoing professional development
- Training in staff management, supervision or leadership
- Educated to Degree-level or equivalent experience
- Qualification in management, business administration or healthcare
Experience
- Experience in an operational, administrative or supervisory role ideally in a GP setting
- Experience of handling complaints
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Experience of working with data
- Experience working with TPP SystmOne
- Experience of CQC inspection processes
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
Witterings Medical Centre
Address
Cakeham Road
East Wittering
Chichester
West Sussex
PO20 8BH
United Kingdom
Employer's website
https://www.witteringsmedicalcentre.co.uk/