Job summary
Due to retirement, Folly Lane Medical Centre is looking for an exceptional Operations Manager to join our team mid March 2026 and play a pivotal role in ensuring the smooth, efficient, and high quality delivery of patient services. As one of the busiest practices in the area, we need someone who can balance strategic oversight with hands on operational management, supporting our clinicians and administrative teams to provide outstanding care to our community.
If you're motivated by making a real difference, passionate about improving systems and processes, and confident in leading people through change, wed love to hear from you.
Main duties of the job
- Ensure the smooth running of all daily practice operations
- Monitor workflow, patient flow, and service delivery
- Resolve operational issues quickly and effectively
- Lead and manage reception and administrative teams
- Oversee rotas, recruitment support, induction, and training
- Oversee administration of clinical systems (SystmOne) and ensure staff competency
- Work closely with the Practice Manager on operational and strategic tasks
- Step into the Practice Manager role when required (e.g. absence)
- Ensure the practice meets CQC standards and other regulatory requirements
- Maintain policies, protocols, and risk assessments
- Support safeguarding, infection control, and health & safety compliance
- Oversee reception processes and patient communication channels
- Handle complaints, feedback, and patient satisfaction initiatives
- Ensure a patient centred environment and high quality service delivery
- Streamline workflows and optimise practice processes
- Support strategic planning and longterm development
- Implement new systems or ways of working to improve efficiency
About us
We are a five GP partner forward thinking training practice with a patient list size of approximately 10,000. We are a friendly and supportive team with an excellent working environment. We are otherwise fully staffed. Our team includes:-
Practice Manager & Operations Manager,
5 Salaried GPs
GP trainees
Nursing team: Nurse Practitioner, Practice Nurse (Diabetes), Practice Nurse, Assistant Practitioner
Mental Health Practitoner
Administration Team Senior Administrators, Medical Secretaries
Reception team
We are one of seven practice that make up Central & West Warrington PCN, with one of our GP partners being the Clinical Director. With this comes additional staff such as Health & Wellbeing Coaches, Paramedics, First Contact Physiotherapists, Social Prescribers, Clinical Pharmacist, Pharmacy Technicians and Care Co-ordinators.
Job description
Job responsibilities
JOB TITLE:
Operations manager
RESPONSIBLE TO
Partners & Practice Manager
RESPONSIBLE FOR
Reception and Administration Team
JOB PURPOSE
To ensure the effective and efficient management of the Practice operations.
To provide day-to-day management of Operational staff within the Practice.
To develop and maintain individual and team performance.
To ensure the profitability and efficiency of the Practice, in line with NHS, Partners and legislative guidelines.
To ensure compliance with CQC requirements
Deputise for Practice Manager
To manage operational team
To develop a culture of care, compassion and respect for patients, carers and staff.
MAIN DUTIES AND RESPONSIBILITIES
- Contribute to the overall operational, strategical and clinical development of Folly Lane Medical Centre
- Leadership and Management of the Operations team and function as a whole.
- Ensure line management duties are carried out with direct reports ensuring appropriate staffing structures are in place to support the needs of the practice.
- Deputise for Practice Manager
- Continual review and improve the practice systems to ensure optimal delivery of patient services
- Overall responsibility for the Administration and Reception team functions, all staff, including coaching of first reports, helping them recruit, train and develop their departmental function in line with organisational strategy
- Develop and maintain effective communication between functional teams within the Practice to ensure a high standard of information flow within the Practice.
- Work with work streams to ensure new Ops/Access projects are implemented effectively and efficiently
- Ensure that all training, development and induction of all Operational Staff members are undertaken in line with practice policies and procedures
- Adding and amending the clinical rotas on SystemOne
- Continual review of practice systems & procedures to ensure optimal delivery of patient services at all times.
- Work with Digital Transformation Lead to support and incorporate QOF/LES/DES requirements in Reception and Admin procedures
- Continual review of practice clinical system (SystmOne) to ensure optimal delivery of patient services, to act as SystmOne champion, maintain adequate working knowledge to maintain this specialism
- Support the Digital Transformation Lead with the continual review of IT software for Admin and Reception to ensure optimal delivery of services for both patients and staff
- Support the Practice Manager in the development, implementation and review of practice policies and procedures ensuring they remain up to date and comply with appropriate regulations governing the practice operations
- Ensure patient information is communicated effectively and appropriately
- Review, implement and monitor Practice Complaints Procedure, whilst advising Partners of complaints and develop systems to prevent recurrence of issues
- Support the Practice Manager in the review, implement and maintain CQC policies for Operations
- Maintain health, safety and security as defined in the practice Health and Safety Policy, ensuring all Operational Staff adhere to policies and practice
- Attendance and management of Practice meetings. Preparation of agendas, minutes and scheduling/implementation of planned actions, ensuring sharing of Practice development information
- Lead the PPG meetings
- Regular Capacity & Demand audits
- Booking locums
Personal Qualities
Act as a
positive role model to promote team working, respect and excellence
To be
resilient whilst embracing change
The ability
to motivate staff and contribute to staff resilience
To have
personal qualities such as, resourcefulness, stamina, motivation and
perseverance
The ability
to work within a multidisciplinary team
Excellent
Communication Skills
A realistic
idea of what the work involves.
Confidentiality
In
the course of seeking treatment, patients entrust us with, or allow us to
gather, sensitive information in relation to their health and other matters.
They do so in confidence and have the right to expect that staff will respect
their privacy and act appropriately
In
the performance of the duties outlined in this job description, the
post-holder may have access to confidential information relating to patients
and their carers, Practice staff and other healthcare workers. They may also
have access to information relating to the Practice as a business
organization. All such information from any source is to be regarded as
strictly confidential
Information
relating to patients, carers, colleagues, other healthcare workers or the
business of the Practice may only be divulged to authorized persons in
accordance with the practice policies and procedures relating to
confidentiality and the protection of personal and sensitive data.
Health and Safety
To
assist in promoting and maintaining their own and others health, safety and
security as defined in the Practice Health & Safety Policy to include
Providing information regarding immune
consent with particular regard to Hepatitis B status
Identifying the risk involved in work
activities and undertaking such activities in a way that manages those risks
Using appropriate infection control
procedures particularly those relating to needlestick injuries, maintaining
work areas in a tidy and safe way and free from hazards
Ensuring that all accident or dangerous
accidents are reported and investigated, and follow up action taken where
necessary.
Equality and Diversity
To
support the quality, diversity and rights of patients, carers and colleagues
to include:
Acting in a way that recognizes the
importance of peoples rights, interpreting them in a way that is consistent
with current legislation
Respecting the privacy, dignity, needs and
beliefs of patients, carers and colleagues
Behaving in a manner which is welcoming to
and of the individual, is non-judgemental and respects their circumstances,
feelings, priorities and rights.
Communication
To recognize the importance of effective
communication within the team and will strive to:
Communicate effectively with other team
members
Communicate effectively with patients and
carers
Recognise peoples needs for alternative
methods of communication and respond accordingly.
Facilitate effective communication of team
working between staff of all disciplines.
Job description
Job responsibilities
JOB TITLE:
Operations manager
RESPONSIBLE TO
Partners & Practice Manager
RESPONSIBLE FOR
Reception and Administration Team
JOB PURPOSE
To ensure the effective and efficient management of the Practice operations.
To provide day-to-day management of Operational staff within the Practice.
To develop and maintain individual and team performance.
To ensure the profitability and efficiency of the Practice, in line with NHS, Partners and legislative guidelines.
To ensure compliance with CQC requirements
Deputise for Practice Manager
To manage operational team
To develop a culture of care, compassion and respect for patients, carers and staff.
MAIN DUTIES AND RESPONSIBILITIES
- Contribute to the overall operational, strategical and clinical development of Folly Lane Medical Centre
- Leadership and Management of the Operations team and function as a whole.
- Ensure line management duties are carried out with direct reports ensuring appropriate staffing structures are in place to support the needs of the practice.
- Deputise for Practice Manager
- Continual review and improve the practice systems to ensure optimal delivery of patient services
- Overall responsibility for the Administration and Reception team functions, all staff, including coaching of first reports, helping them recruit, train and develop their departmental function in line with organisational strategy
- Develop and maintain effective communication between functional teams within the Practice to ensure a high standard of information flow within the Practice.
- Work with work streams to ensure new Ops/Access projects are implemented effectively and efficiently
- Ensure that all training, development and induction of all Operational Staff members are undertaken in line with practice policies and procedures
- Adding and amending the clinical rotas on SystemOne
- Continual review of practice systems & procedures to ensure optimal delivery of patient services at all times.
- Work with Digital Transformation Lead to support and incorporate QOF/LES/DES requirements in Reception and Admin procedures
- Continual review of practice clinical system (SystmOne) to ensure optimal delivery of patient services, to act as SystmOne champion, maintain adequate working knowledge to maintain this specialism
- Support the Digital Transformation Lead with the continual review of IT software for Admin and Reception to ensure optimal delivery of services for both patients and staff
- Support the Practice Manager in the development, implementation and review of practice policies and procedures ensuring they remain up to date and comply with appropriate regulations governing the practice operations
- Ensure patient information is communicated effectively and appropriately
- Review, implement and monitor Practice Complaints Procedure, whilst advising Partners of complaints and develop systems to prevent recurrence of issues
- Support the Practice Manager in the review, implement and maintain CQC policies for Operations
- Maintain health, safety and security as defined in the practice Health and Safety Policy, ensuring all Operational Staff adhere to policies and practice
- Attendance and management of Practice meetings. Preparation of agendas, minutes and scheduling/implementation of planned actions, ensuring sharing of Practice development information
- Lead the PPG meetings
- Regular Capacity & Demand audits
- Booking locums
Personal Qualities
Act as a
positive role model to promote team working, respect and excellence
To be
resilient whilst embracing change
The ability
to motivate staff and contribute to staff resilience
To have
personal qualities such as, resourcefulness, stamina, motivation and
perseverance
The ability
to work within a multidisciplinary team
Excellent
Communication Skills
A realistic
idea of what the work involves.
Confidentiality
In
the course of seeking treatment, patients entrust us with, or allow us to
gather, sensitive information in relation to their health and other matters.
They do so in confidence and have the right to expect that staff will respect
their privacy and act appropriately
In
the performance of the duties outlined in this job description, the
post-holder may have access to confidential information relating to patients
and their carers, Practice staff and other healthcare workers. They may also
have access to information relating to the Practice as a business
organization. All such information from any source is to be regarded as
strictly confidential
Information
relating to patients, carers, colleagues, other healthcare workers or the
business of the Practice may only be divulged to authorized persons in
accordance with the practice policies and procedures relating to
confidentiality and the protection of personal and sensitive data.
Health and Safety
To
assist in promoting and maintaining their own and others health, safety and
security as defined in the Practice Health & Safety Policy to include
Providing information regarding immune
consent with particular regard to Hepatitis B status
Identifying the risk involved in work
activities and undertaking such activities in a way that manages those risks
Using appropriate infection control
procedures particularly those relating to needlestick injuries, maintaining
work areas in a tidy and safe way and free from hazards
Ensuring that all accident or dangerous
accidents are reported and investigated, and follow up action taken where
necessary.
Equality and Diversity
To
support the quality, diversity and rights of patients, carers and colleagues
to include:
Acting in a way that recognizes the
importance of peoples rights, interpreting them in a way that is consistent
with current legislation
Respecting the privacy, dignity, needs and
beliefs of patients, carers and colleagues
Behaving in a manner which is welcoming to
and of the individual, is non-judgemental and respects their circumstances,
feelings, priorities and rights.
Communication
To recognize the importance of effective
communication within the team and will strive to:
Communicate effectively with other team
members
Communicate effectively with patients and
carers
Recognise peoples needs for alternative
methods of communication and respond accordingly.
Facilitate effective communication of team
working between staff of all disciplines.
Person Specification
Qualifications
Essential
- Leadership and/ or Management Qualification
- Experience in working with the general public
- Experience in managing large multidisciplinary teams
- Experience of performance management, staff development and disciplinary procedures.
- Excellent communication (written, oral and presenting)
- Ability to network and build relationships
Desirable
- SystemOne user skills
- Strong I.T. skills
- Ability to network and build relationships
Person Specification
Qualifications
Essential
- Leadership and/ or Management Qualification
- Experience in working with the general public
- Experience in managing large multidisciplinary teams
- Experience of performance management, staff development and disciplinary procedures.
- Excellent communication (written, oral and presenting)
- Ability to network and build relationships
Desirable
- SystemOne user skills
- Strong I.T. skills
- Ability to network and build relationships
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.
