GP Surgery Operations Manager

Job description

Job responsibilities

JOB Title: Operations Manager

Job Title: Operations Manager

Hours: 37.5 hours per week

Salary: Dependent on experience

Accountable to: Practice Manager

Deputises for: Practice Manager (as required)

Daytoday Oversight: Reception, Administration and Secretarial functions

Own the smooth running of all nonclinical, frontofhouse and backoffice operations so patients receive timely, consistent access and the practice meets operational, contractual and regulatory standards. Lead delivery thorough continuous improvement.

Operational leadership: Plan, coordinate and continuously improve daytoday workflows across Reception, Administration and Secretarial functions. Prioritise safe capacity, access, and turnaround times.

Rotas & coverage: Create clinical sessions on EMIS. Ensure safe cover levels and effective use of annual/study leave.

Business continuity: Own nonclinical elements of the Business Continuity Plan for EMIS, Docman, Accurx, TQuest, telephony and premises access. Run tests and lessonslearned.

CQC and governance: Support the practice manager to adhere to CQC regulations including the creation of documentation

Oversee the monthly administration rota.

Oversee the daily admin rota and manage any day to day issues.

Appointment book/session management: Day to day monitoring of the clinical appointment book. Ensure timely upload to EMIS, effective annual/study leave cover planning, and minimal adhoc locum use. Regularly reviewing for any required amendments.

Locum coordination: Ensure accurate, compliant booking processes, a maintained contact list, clear records of sessions, and regular reporting to the Practice Manager.

Telephony & demand data: Use Surgery Connect data and EMIS/Accurx metrics to monitor call volumes, queue times, abandonment rates, timetoanswer and outcomes. Convert findings into changes in rota, workflow and patient communications.

Registrations/deductions/GP2GP: Oversee, accurate processes with appropriate checks and exception reporting.

Lloyd George/notes (in/out): Oversee onsite records control, retrievals/returns, and any digitisation projects. Maintain auditable logs and cost tracking.

Unmatched lab reports & Docman flow: Monitor backlogs and turnaround via dashboards; ensure pathlinks/111 documents are routed, actioned and filed within agreed timeframes.

PPA claims: Ensure accurate submissions, storage and reconciliation of claims data; maintain a clear audit trail.

Digital outreach: Promote batch messaging and patientfriendly comms to improve uptake, working with the clinical lead(s) for content.

Internal cadence: Chair or coordinate nonclinical huddles, operations meetings and action logs. Track actions to completion.

External stakeholders: Arrange and support MDTs and care home meetings. Represent the practice when delegated.

Complaints (admin): Triage and lead responses to administrative complaints in line with policy; track learning and themes. Escalate clinical elements appropriately.

IT coordination: Provide firstline practice support for EMIS, Docman, Accurx, Surgery Connect and smartcard issues. Liaise with support teams and keep staff informed.

On/Offboarding: Ensure timely access setup, rolebased permissions and leaver deprovisioning for all nonclinical staff and locums.

Maintain adequate office and clinical consumables via delegated staff and ordering controls.

Attend mandatory/statutory training and rolerelevant CPD.

Undertake other reasonable duties within scope of the role as directed by the Practice Manager.

Person Specification

Experience

Essential

• Essential
• Proven experience creating GP sessions on EMIS
• Proven experience in locum bookings
• Significant experience leading nonclinical operations in primary care or similar healthcare setting.
• Strong command of EMIS, Docman, Accurx and digital telephony workflows.
• Evidence of using data to drive access and turnaround improvements.
• Working knowledge of CQC, IG, GDPR and business continuity principles.
• Excellent communication, organisation and stakeholder skills.

Desirable

• Desirable
• Experience coordinating recalls performance with clinical leads.
• Formal management qualification or leadership training.

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

Mayfield Surgery

Address

Mayfield Surgery

246 Roehampton Lane

London

SW15 4AA

Employer's website

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