Job summary
To assist with the delivery of proactive-orientated operations administration
and provide general administrative support to the VMC Operations team. The
Operations Support Lead (Workflow) works alongside the Operations Support Lead
(QoF) to ensure that issues are spotted ahead of time and resolved in a
solution-based way to ensure effective operations of the practice. The role
also includes overseeing the practices workflow and document management
processes, with the support of the Deputy Practice Manager (Operations).
Main duties of the job
The following are the core responsibilities of the Operations Support Lead (Workflow):
- Ensure administrative and organisational tasks are completed accurately and within required timescales.
- Support the Practice Manager and Deputy Practice Manager (Operations) in the safe and efficient running of the practice.
- Work collaboratively to maintain an engaged and motivated practice team.
- Support operational projects, service development, and continuous improvement, ensuring compliance with legal and contractual requirements.
- Assist in implementing improvements to administrative and operational processes.
- Manage clinical rotas, ensuring accuracy, adequate cover, and timely escalation of issues.
- Book and monitor locums to maintain appropriate clinical cover.
- Process starters and leavers, including inductions and required documentation.
- Update governance data weekly, investigating and reporting significant changes.
- Complete audits and run monthly DNA reports.
- Arrange clinical supervision sessions.
- Monitor and report on workflow performance and service delivery metrics.
- Support staff training and provide operational assistance where required.
- Work with teams to ensure workflow processes are followed consistently.
- Act as a point of contact for workflow queries and escalate issues where appropriate.
- Provide hands-on support during periods of high demand and ensure service continuity when required
- Coding
- Summarising
About us
About Victoria Medical Centre
We are now settled into our ultra-modern purpose-built premises post-merger - built in 2021. We are a training practice for Foundation doctors and GP trainees, with 30,000 patients, 33 consulting rooms, 2 operating suites and a private suite. We also have a training academy, daily training huddles, clinical meetings, an active PCN. A branch surgery and separate open access mental health hub in the Foundry, both located in the towns main shopping centre.
Our aim is to improve accessibility to healthcare, working with a variety of Health Care professionals within VMC and our Primary Care Network. If you would like to work in a modern GP Practice, enjoy working with technology and keen to improve the future of Healthcare, this is the role for you.
Benefits of working at Victoria Medical Centre:
- Enrolment to the NHS Pension Scheme
- Competitive salary
- Management support
- Free access for all staff and their family to our Health and Wellbeing support programme
- Personal and professional development opportunities
- Open, caring and positive culture
- Friendly, supportive team
Job description
Job responsibilities
Full job description available upon request - main duties of theOperations
Support Lead (Workflow)position are detailed above.
Job description
Job responsibilities
Full job description available upon request - main duties of theOperations
Support Lead (Workflow)position are detailed above.
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (C or above)
- NVQ Level 2 in Health and Social Care
Personal Qualities
Essential
- Polite and confident
- Strong sense of accountability and ownership
- Collaborative and supportive team player
- Positive and adaptable to change
- High levels of integrity and loyalty
- Methodical, organised and able to work at pace.
- Ability to work under pressure
- Proactive and solution-focused, with the ability to make constructive suggestions to improve processes
Knowledge and Skills
Essential
- Strong understanding of GP workflow processes, including document management and clinical coding
- Excellent organisational and time management skills, with the ability to prioritise effectively
- Confident IT skills, including EMIS, DOCMAN, and Microsoft Office
- Excellent communication skills (written and verbal), with the ability to engage with both clinical and non-clinical staff
- Ability to influence and guide staff without direct line management authority
- Attention to detail and high level of accuracy
- Knowledge of clinical terminology relevant to coding and document management
- Ability to work independently and take ownership of areas of responsibility
- Strong problem-solving skills with a solution-focused approach
- Strong analytical skills, with the ability to identify trends, risks, and inefficiencies
- Ability to follow policy and procedure
- Ability to support and guide staff in workflow processes
Desirable
- Evidence of delivering structured training sessions to staff.
- Understanding of QOF, enhanced services, and primary care targets
Experience
Essential
- Experience of working with the general public/ patients
- Experience of working within a GP surgery
- Minimum of 1 year of hands-on clinical coding experience in primary care, community, or secondary care setting
Desirable
- Experience supporting or training administrative staff.
- Experience contributing to service improvement, audits, or operational changes
- Exposure to rota coordination, appointment systems, or capacity management
Other requirements
Essential
- Willingness to undertake further training and development
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (C or above)
- NVQ Level 2 in Health and Social Care
Personal Qualities
Essential
- Polite and confident
- Strong sense of accountability and ownership
- Collaborative and supportive team player
- Positive and adaptable to change
- High levels of integrity and loyalty
- Methodical, organised and able to work at pace.
- Ability to work under pressure
- Proactive and solution-focused, with the ability to make constructive suggestions to improve processes
Knowledge and Skills
Essential
- Strong understanding of GP workflow processes, including document management and clinical coding
- Excellent organisational and time management skills, with the ability to prioritise effectively
- Confident IT skills, including EMIS, DOCMAN, and Microsoft Office
- Excellent communication skills (written and verbal), with the ability to engage with both clinical and non-clinical staff
- Ability to influence and guide staff without direct line management authority
- Attention to detail and high level of accuracy
- Knowledge of clinical terminology relevant to coding and document management
- Ability to work independently and take ownership of areas of responsibility
- Strong problem-solving skills with a solution-focused approach
- Strong analytical skills, with the ability to identify trends, risks, and inefficiencies
- Ability to follow policy and procedure
- Ability to support and guide staff in workflow processes
Desirable
- Evidence of delivering structured training sessions to staff.
- Understanding of QOF, enhanced services, and primary care targets
Experience
Essential
- Experience of working with the general public/ patients
- Experience of working within a GP surgery
- Minimum of 1 year of hands-on clinical coding experience in primary care, community, or secondary care setting
Desirable
- Experience supporting or training administrative staff.
- Experience contributing to service improvement, audits, or operational changes
- Exposure to rota coordination, appointment systems, or capacity management
Other requirements
Essential
- Willingness to undertake further training and development
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
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.
