Job summary
We are seeking an
experienced and motivated Operations Manager to join our supportive and
high-performing GP Practice team. This is an exciting opportunity for someone
with strong leadership and organisational skills to contribute to the smooth
running of the practice and help deliver high-quality care to our patients.
The successful
candidate will be responsible for overseeing day-to-day operations, managing
the reception team, supporting the Practice Manager, and deputising for them
when required.
This role is based at
the surgery in Teddington. The role is part-time (25 hours per week), but you
should be flexible and be available throughout the practice opening hours (8am
to 6.30pm) Monday to Friday, as required and agreed.
Main duties of the job
Lead the reception
team - including performance management and rota planning
Oversee daily
non-clinical operations - including patient registration, document management,
responding to emails, insurance reports and medical reports requests and
referrals
Oversee online
triage request process ensuring that reception deal with as many as possible,
within agreed protocols
Provide operational
support to the Practice Manager and deputise in their absence
Use the Surgery
telephony system to audit call data, identify peak times, and inform staff
planning and service improvements
Maintain compliance
with CQC, GDPR, NHS England, and local ICB requirements
Manage facilities,
stock, suppliers, and IT systems / equipment
Handle patient
complaints, within agreed protocol, and implement service improvements based on
feedback
Support financial and
performance processes including claims for QOF, LCS, DES, and other
commissioned services
1Coordinate reception meetings and represent the practice with external
stakeholders as required
1Be responsible for medical records management including Subject
access and online records requests
1Coordinate processes and strategies around patient recalls
About us
We are a well-established training GP Practice with a patient list size of approximately 12,600.
We are proud to have received a Good rating from the CQC and are actively involved in our local Primary Care Network (PCN).
The practice also benefits from the support of Additional Roles Reimbursement Scheme (ARRS) staff employed through the PCN, including clinical pharmacists, social prescribers, and a Mental Health Care Worker. These team members play an integral role in enhancing the quality and breadth of services we offer to our patients.
The practice team are guided by values that prioritise patient care, staff well-being, and continuous improvement. Our key values include respect, dignity, compassion, and a commitment to quality of care.
We foster a collaborative and supportive environment, where everyone feels valued and empowered. Open communication, shared learning, and accountability are central to how we work together to deliver the best possible care to our community.
You will be joining a friendly, experienced team in a well-organised practice environment. We feel that this role would be a good development opportunity, for someone looking to work in practice management.
More information about the practice can be found on our website:
Park Road Surgery
Job description
Job responsibilities
Job description
Job responsibilities
Purpose of the Role-
The Operations
Manager will be responsible for the day-to-day managing of the reception team
of the practice, including supporting the reception supervisors.
This individual will
work closely with and provide critical support to the Practice Manager,
stepping up in their absence to maintain business continuity.
Key
Responsibilities:
Operational &
Administrative Management
Oversee the daily
running of all non-clinical functions, ensuring the practice operates
efficiently and professionally.
Manage appointment
scheduling, online triage requests, patient registration, medical records, and
administrative workflows.
Ensure timely
processing of patient correspondence (e.g. referrals, test results,
prescriptions).
Use Surgery
telephony system to manage inbound call data; regularly audit call activity to
identify peak times and share insights with the reception team to improve call
handling and staff allocation.
Oversee patient
recall processes to ensure that they efficient and good progress is made
towards maximum achievement.
Manage the
clinicians appointment schedule and diary management in Medicus
Manage the process
of receiving SARs, insurance and medical report requests and ensure these are
responded to promptly.
Reception &
Administrative Staff Management
Lead, supervise, and support the
reception team, alongside the reception supervisors.
Oversee staff rotas and ensure
appropriate coverage during peak hours
Conduct recruitment, inductions,
training, and performance reviews.
Foster a collaborative and
professional culture within the administrative team.
Promote cost efficiency in stock
and supplier management.
Facilities &
Resource Management
Manage facilities and equipment,
ensuring compliance with health & safety and infection control standards.
Deal with
maintenance issues and arrange repairs and checks as required.
Regulatory
Compliance & Policy Management
Ensure compliance with GDPR, CQC
standards, NHS England, and ICB requirements.
Maintain and regularly update
internal practice protocols and policies.
Patient
Experience & Communication
Oversee patient-facing services and
support resolution of complaints, alongside the Practice Manager.
Lead initiatives to promote online
services and enhance the patient experience.
Provide clear communication and
support to the reception team based on service usage patterns, including call
volumes identified via the telephone and clinical system.
Quality
Improvement & Performance Monitoring
Analyse performance indicators and
patient feedback to identify service improvement opportunities.
Lead and implement service
development initiatives and quality improvement projects.
Technology &
Systems
Ensure effective use of practice IT
systems (e.g. Medicus and Wavenet).
Provide training and support to
staff on use of digital tools and the Surgery telephony system.
Monitor system usage and help drive
improvements through technology.
Communication
& Team Coordination
Liaise between clinical and
administrative staff to ensure coordinated care.
Lead reception meetings, including
preparation of agendas and minutes.
Build strong
relationships with external stakeholders including PCNs, ICBs, and suppliers.
Job description
Job responsibilities
Job description
Job responsibilities
Purpose of the Role-
The Operations
Manager will be responsible for the day-to-day managing of the reception team
of the practice, including supporting the reception supervisors.
This individual will
work closely with and provide critical support to the Practice Manager,
stepping up in their absence to maintain business continuity.
Key
Responsibilities:
Operational &
Administrative Management
Oversee the daily
running of all non-clinical functions, ensuring the practice operates
efficiently and professionally.
Manage appointment
scheduling, online triage requests, patient registration, medical records, and
administrative workflows.
Ensure timely
processing of patient correspondence (e.g. referrals, test results,
prescriptions).
Use Surgery
telephony system to manage inbound call data; regularly audit call activity to
identify peak times and share insights with the reception team to improve call
handling and staff allocation.
Oversee patient
recall processes to ensure that they efficient and good progress is made
towards maximum achievement.
Manage the
clinicians appointment schedule and diary management in Medicus
Manage the process
of receiving SARs, insurance and medical report requests and ensure these are
responded to promptly.
Reception &
Administrative Staff Management
Lead, supervise, and support the
reception team, alongside the reception supervisors.
Oversee staff rotas and ensure
appropriate coverage during peak hours
Conduct recruitment, inductions,
training, and performance reviews.
Foster a collaborative and
professional culture within the administrative team.
Promote cost efficiency in stock
and supplier management.
Facilities &
Resource Management
Manage facilities and equipment,
ensuring compliance with health & safety and infection control standards.
Deal with
maintenance issues and arrange repairs and checks as required.
Regulatory
Compliance & Policy Management
Ensure compliance with GDPR, CQC
standards, NHS England, and ICB requirements.
Maintain and regularly update
internal practice protocols and policies.
Patient
Experience & Communication
Oversee patient-facing services and
support resolution of complaints, alongside the Practice Manager.
Lead initiatives to promote online
services and enhance the patient experience.
Provide clear communication and
support to the reception team based on service usage patterns, including call
volumes identified via the telephone and clinical system.
Quality
Improvement & Performance Monitoring
Analyse performance indicators and
patient feedback to identify service improvement opportunities.
Lead and implement service
development initiatives and quality improvement projects.
Technology &
Systems
Ensure effective use of practice IT
systems (e.g. Medicus and Wavenet).
Provide training and support to
staff on use of digital tools and the Surgery telephony system.
Monitor system usage and help drive
improvements through technology.
Communication
& Team Coordination
Liaise between clinical and
administrative staff to ensure coordinated care.
Lead reception meetings, including
preparation of agendas and minutes.
Build strong
relationships with external stakeholders including PCNs, ICBs, and suppliers.
Person Specification
DBS
Essential
- 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 conviction.
Qualifications
Essential
- Degree or level 4 equivalent qualification
Desirable
- Management post-graduate diploma
Experience
Essential
- Experience in a supervisory or operations role- within primary care or another NHS healthcare setting with at least 2 years experience.
- Excellent interpersonal and communication skills.
- Strong organisational and time management skills.
- IT literate - with experience in clinical systems and Microsoft Office.
- Familiarity with telephony systems and ability to perform call volume audits.
- Ability to remain calm under pressure and manage competing priorities.
- Flexibility to work early starts and late finishes -between 8:00am-6:30pm.
Desirable
- Experience working in a GP Practice or NHS primary care environment.
- Knowledge of NHS claims processes e.g. QOF, LCS, DES.
- Familiarity with CQC standards and practice compliance processes.
Person Specification
DBS
Essential
- 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 conviction.
Qualifications
Essential
- Degree or level 4 equivalent qualification
Desirable
- Management post-graduate diploma
Experience
Essential
- Experience in a supervisory or operations role- within primary care or another NHS healthcare setting with at least 2 years experience.
- Excellent interpersonal and communication skills.
- Strong organisational and time management skills.
- IT literate - with experience in clinical systems and Microsoft Office.
- Familiarity with telephony systems and ability to perform call volume audits.
- Ability to remain calm under pressure and manage competing priorities.
- Flexibility to work early starts and late finishes -between 8:00am-6:30pm.
Desirable
- Experience working in a GP Practice or NHS primary care environment.
- Knowledge of NHS claims processes e.g. QOF, LCS, DES.
- Familiarity with CQC standards and practice compliance 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.