Operations Manager

Job description

Job responsibilities

Leadership and Management

• Manage and support the Receptionists, ensuring consistent leadership across all reception functions.
• Oversee day-to-day operations of the reception team, ensuring adequate cover and fair task allocation.
• Act as first point of contact for Receptionists regarding daily operational queries or team issues.
• Lead on staff rotas, absence cover, and coordination of breaks and shifts.
• Administration of Reception holidays
• Provide clear guidance and direction to the team, ensuring expectations are understood and upheld.
• Support the Receptionists to handle patient and staff queries, escalating to management only when necessary.
• Conduct 1:1s, return to works, informal reviews and contribute to the appraisal process for reception staff.
• Support recruitment, induction, and ongoing training of new reception staff.
• Identify performance concerns early and address them constructively with staff, with support from management where required.
• Deputise and support during periods of absence.
• Deal with all reception complaints and escalate to senior management if required.
• Ensure baby and postnatal appointments are arranged
• Conduct weekly reception meetings and Protected Learning Training Events.

Compliance, Governance & Confidentiality

• Ensure reception services comply with NHS Regulations, CQC Standards, GDPR, and practice policies.
• Maintain strict confidentiality of patient and practice information.
• Support audits, inspections, and quality improvement initiatives relevant to reception services.
• Ensure health & safety procedures are followed within reception areas.
• Perform weekly fire drills and ensure documentation is up to date.

• The Operational Manager will:

  Leadership and Management

  • Manage and support the Receptionists, ensuring consistent leadership across all reception functions.
  • Oversee day-to-day operations of the reception team, ensuring adequate cover and fair task allocation.
  • Act as first point of contact for Receptionists regarding daily operational queries or team issues.
  • Lead on staff rotas, absence cover, and coordination of breaks and shifts.
  • Administration of Reception holidays
  • Provide clear guidance and direction to the team, ensuring expectations are understood and upheld.
  • Support the Receptionists to handle patient and staff queries, escalating to management only when necessary.
  • Conduct 1:1s, return to works, informal reviews and contribute to the appraisal process for reception staff.
  • Support recruitment, induction, and ongoing training of new reception staff.
  • Identify performance concerns early and address them constructively with staff, with support from management where required.
  • Deputise and support during periods of absence.
  • Deal with all reception complaints and escalate to senior management if required.
  • Ensure baby and postnatal appointments are arranged
  • Conduct weekly reception meetings and Protected Learning Training Events.

  Compliance, Governance & Confidentiality

  • Ensure reception services comply with NHS Regulations, CQC Standards, GDPR, and practice policies.
  • Maintain strict confidentiality of patient and practice information.
  • Support audits, inspections, and quality improvement initiatives relevant to reception services.
  • Ensure health & safety procedures are followed within reception areas.
  • Perform weekly fire drills and ensure documentation is up to date.

  Operational Oversight

  • Ensure reception operates efficiently, providing a high-quality, patient-centred service.
  • Monitor call response times, appointment bookings, and front desk activity to maintain standards.
  • Maintain and update reception processes and protocols.
  • Oversee inbox management, online consultation processing, and patient messaging workflows.
  • Ensure accuracy of triage categorisation, appointment types and clinician allocation.
  • Support communication and coordination between reception and clinicians.
  • Input weekly Clinical Sessions onto the computer.
  • Conduct system searches as requested.
  • Process repeat prescriptions when required/Deal with Prescription Queries.

  Team Development

  • Provide coaching, mentorship and on-the-job support to all reception staff.
  • Organise and deliver team briefings and cascade important updates from management.
  • Promote teamwork, problem-solving and ownership of responsibilities.
  • Identify development opportunities and support training needs.
  • Develop monthly staff/patient newsletters

  Service Improvement

  • Contribute to practice clinical meetings and quality improvement projects.
  • Participate in Patient Participation Group Meetings with the Practice Manager.
  • Support and conduct audits, data monitoring and workflow redesign.
  • Suggest and trial improvements to systems or patient pathways.
  • Monitor patient feedback (e.g. Friends and Family Test/Google) and address issues promptly.
  • Support health promotion and display promotional material on the allocated notice boards and in the waiting room
  • Carers Link for the Practice.

  Professional Conduct

  • Model professional behaviour and high standards of communication at all times.
  • Maintain confidentiality, integrity and a positive, calm manner under pressure.
  • Support equality, diversity, and inclusion in all aspects of work.

Person Specification

Qualifications

Essential

• Brookfield Surgery
• Person Specification
• Essential
• Experience of working in a GP practice or healthcare reception/administrative environment.
• Proven experience of supervising or managing staff.
• Strong leadership, organisational, and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to manage difficult conversations and challenging situations calmly and professionally.
• High level of accuracy and attention to detail.
• Understanding of patient confidentiality and data protection requirements.
• Desirable
• Previous experience as a Reception Manager or Senior Receptionist in general practice.
• Knowledge of NHS primary care systems and contracts
• Experience using GP clinical systems (egSystmOne)
• Training in customer service, leadership, or healthcare administration.
• Working Conditions
• Based primarily in the reception/front-of-house area of the practice.
• May require flexibility to cover additional sessions as required.
• Additional Information
• This job description is not exhaustive and may be reviewed and amended in line with service needs and organisational changes.

Desirable

• Brookfield Surgery
• Person Specification
• Essential
• Experience of working in a GP practice or healthcare reception/administrative environment.
• Proven experience of supervising or managing staff.
• Strong leadership, organisational, and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to manage difficult conversations and challenging situations calmly and professionally.
• High level of accuracy and attention to detail.
• Understanding of patient confidentiality and data protection requirements.
• Desirable
• Previous experience as a Reception Manager or Senior Receptionist in general practice.
• Knowledge of NHS primary care systems and contracts.
• Experience using GP clinical systems
• Training in customer service, leadership, or healthcare administration.
• Working Conditions
• Based primarily in the reception/front-of-house area of the practice.
• May require flexibility to cover additional sessions as required.
• Additional Information
• This job description is not exhaustive and may be reviewed and amended in line with service needs and organisational changes.

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

Brookfield Surgery

Address

Whitbarrow Road

Lymm

Cheshire

WA13 9DB

Employer's website

https://www.brookfieldsurgery.co.uk/ (Opens in a new tab)