Job summary
An exciting
opportunity for a motivated, enthusiastic and experienced Operations Manager
has arisen to join our ever-growing team
The GP Practice
Operations Manager will be responsible for the day-to-day operational,
administrative, and staffing functions of the practice, with a particular focus
on leading the reception team and administrative staff.
This individual
will work closely with and provide critical support to the Practice Manager,
stepping up in their absence to maintain business continuity.
The role is
based on site at the practice. The role requires flexibility to work a mix of
early starts (from 8:00am) and late finishes (up to 6:30pm), depending on the
needs of the service.
This is a
full-time position that will encompass management of clinical and non-clinical
staff and the overseeing of the delivery of healthcare to patients at Penrhyn
Surgery.
We are looking
for an individual that will ideally have primary care management experience
with excellent communication and organisational skills.
The ability to
use ones initiative and independently make decisions is pivotal to the role,
as is the ability to engage effectively with external agencies.
The position
attracts a competitive salary and access to the NHS pension scheme. Salary is
depending on experience.
Main duties of the job
Job
responsibilities
Practice
Objectives: To provide safe,
high quality, effective and evidence-based care to our practice population.
Job Holders
Objectives: To support
the management of the every-day running of the practice, ensuring the practice
objectives are met.
To manage all staff
within their job descriptions and to ensure that performance meets satisfactory
standards
About us
Penrhyn Surgery
is a well-established NHS general practice that delivers high-quality primary
care to a diverse patient population of 8100 patients in Walthamstow, East
London and the surrounding areas.
The practice is
part of theForest 8 PCN, enabling enhanced access and a
multidisciplinary team approach to patient care.
The practice
prides itself on patient-centred care, excellent teamwork, and ongoing quality
improvement.
We have a strong clinical team supported by a good administrative team to undertake our duties.
We are proud to
be rated overall Good by the Care Quality Commission (CQC) are committed to
delivering high quality, safe and effective patient centred care within a
well-organised and friendly environment.
Job description
Job responsibilities
Main duties of the job
- Lead the reception and administrative teams, including performance management and rota planning.
- Oversee daily non-clinical operations, including appointment scheduling, patient registration, and correspondence.
- 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.
- Handle patient complaints and implement service improvements based on feedback.
- Support financial processes including claims for QOF, LCS, DES, and other commissioned services.
- Coordinate internal meetings and represent the practice with external stakeholders as required.
- Coordinate processes and strategies around patient recalls
Key Responsibilities:
1. Operational & Administrative Management
- Oversee the daily running of all non-clinical functions, ensuring the practice operates efficiently and professionally.
- Manage appointment scheduling, 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.
2. Reception & Administrative Staff Management
- Lead, supervise, and support the reception and admin teams including reception managers.
- Organise 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.
3. Financial Administration
- Support financial processes such as invoicing and claims for QOF, LCS, DES, and PCN-funded services.
- Promote cost efficiency in stock and supplier management.
4. Facilities & Resource Management
- Manage facilities and equipment, ensuring compliance with health & safety and infection control standards.
5. Regulatory Compliance & Policy Management
- Ensure compliance with GDPR, CQC standards, NHS England, and ICB requirements.
- Maintain and regularly update internal practice policies.
6. Patient Experience & Communication
- Oversee patient-facing services and support resolution of complaints.
- 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 Surgery Connect.
7. 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.
8. Technology & Systems
- Ensure effective use of practice IT systems (e.g. EMIS, Docman).
- 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.
9. Communication & Team Coordination
- Liaise between clinical and administrative staff to ensure coordinated care.
- Lead meetings, including preparation of agendas and minutes.
- Build strong relationships with external stakeholders including the Patient Participation Group (PPG), PCNs, ICBs, and suppliers.
Job description
Job responsibilities
Main duties of the job
- Lead the reception and administrative teams, including performance management and rota planning.
- Oversee daily non-clinical operations, including appointment scheduling, patient registration, and correspondence.
- 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.
- Handle patient complaints and implement service improvements based on feedback.
- Support financial processes including claims for QOF, LCS, DES, and other commissioned services.
- Coordinate internal meetings and represent the practice with external stakeholders as required.
- Coordinate processes and strategies around patient recalls
Key Responsibilities:
1. Operational & Administrative Management
- Oversee the daily running of all non-clinical functions, ensuring the practice operates efficiently and professionally.
- Manage appointment scheduling, 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.
2. Reception & Administrative Staff Management
- Lead, supervise, and support the reception and admin teams including reception managers.
- Organise 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.
3. Financial Administration
- Support financial processes such as invoicing and claims for QOF, LCS, DES, and PCN-funded services.
- Promote cost efficiency in stock and supplier management.
4. Facilities & Resource Management
- Manage facilities and equipment, ensuring compliance with health & safety and infection control standards.
5. Regulatory Compliance & Policy Management
- Ensure compliance with GDPR, CQC standards, NHS England, and ICB requirements.
- Maintain and regularly update internal practice policies.
6. Patient Experience & Communication
- Oversee patient-facing services and support resolution of complaints.
- 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 Surgery Connect.
7. 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.
8. Technology & Systems
- Ensure effective use of practice IT systems (e.g. EMIS, Docman).
- 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.
9. Communication & Team Coordination
- Liaise between clinical and administrative staff to ensure coordinated care.
- Lead meetings, including preparation of agendas and minutes.
- Build strong relationships with external stakeholders including the Patient Participation Group (PPG), PCNs, ICBs, and suppliers.
Person Specification
Qualifications
Essential
- Management experience
- Experience in a supervisory or operations role, preferably within primary care or another healthcare setting.
- Excellent interpersonal and communication skills.
- Strong organisational and time management skills.
- IT literate, with experience in clinical systems (e.g. EMIS) and Microsoft Office.
- Familiarity with telephony systems and ability to perform call volume audits.
- Ability to remain calm under pressure and manage competing priorities.
- Commitment to onsite working remote or hybrid work is not offered.
- Flexibility to work early starts and late finishes (between 8:00am6:30pm).
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
Qualifications
Essential
- Management experience
- Experience in a supervisory or operations role, preferably within primary care or another healthcare setting.
- Excellent interpersonal and communication skills.
- Strong organisational and time management skills.
- IT literate, with experience in clinical systems (e.g. EMIS) and Microsoft Office.
- Familiarity with telephony systems and ability to perform call volume audits.
- Ability to remain calm under pressure and manage competing priorities.
- Commitment to onsite working remote or hybrid work is not offered.
- Flexibility to work early starts and late finishes (between 8:00am6:30pm).
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.
