Job Description

Company Overview

Cradley Surgery is a small rural outstanding general practice located in the picturesque village of Cradley. With approximately 4000 patients, 95%of whom are dispensing patients, we are dedicated to providing exceptional service and assistance to our diverse patient group. Our team consists of reception and admin personnel, two doctors, a nursing team, dispensary staff, all working collaboratively to create a welcoming environment which our patients rate very highly .

Summary

We are seeking an Operations Supervisor to join our dynamic team at Cradley Surgery. In this role, you will oversee the daily operations of our reception & administrative team and manage our digital presence and ensure that our services run smoothly and efficiently. Your leadership will be vital in maintaining high standards of patient care and operational excellence.

PRIMARY RESPONSIBILITIES

Ensure all members of reception and admin team are aware of and adhere to policies and procedures to ensure highest level of service delivery

Induction and training of all reception and admin staff at start of role and ongoing as required

Managing staff rotas and holidays and organising cover and ensuring correct level of cover

Carrying out a reception shift on a weekly basis and to cover as required for unexpected staff shortage or holidays when required

Review and monitor staff performance , action updates or further training as required and carry out annual appraisals

To ensure that any new processes or procedures are communicated effectively to the team in an understandable way and be involved in the design of new systems within the practice

To ensure that confidentiality of patients is maintained at all times and that all staff maintain this too, taking action promptly if there is any thought this has not been the case

To ensure communication with the Practice Manager in terms of staff issues , illness etc , manage back to work interviews and performance conversations with the PM support

To be involved with the advertising, recruitment and interviewing of any new team members

To identify team objectives each year and involve the team in reaching those objectives and ensure that all reception and admin systems function correctly

Carry out regular team meetings with reception and admin , organise and attend the large practice meeting and attending monthly management meeting and to formulate and distribute the agenda for these meetings. to take minutes at all meetings and distribute minutes with action log.

To be the first point of contact for any persons wishing to complain and to handle based on the surgery complaint policy , ensuring we maintain patient satisfaction dn that complaints are handled and dealt with in a timely way

To manage and update the practice website and the Facebook page on a weekly basis , ensuring all content is relevant, up to date and topical including national campaign promotion

To manage Friends and family replies and collate the report to provide to the PM for the monthly submission

To manage and update the surgery connect phone system a s required, adding and removing access as required and ensuring telephone book on system is up to date

To collate and submit the monthly piece for the village printed newsletter

To manage the training platform , Bluestream , ensure all staff are on the system and regularly carrying out the required training .Ensure monthly reminder emails to all staff about required training for the month and ensure that all policies are attached to relevant modules

To manage the GP teamnet portal and investigate and action further use of it by all staff , including implementing the use of the holiday planner function for all team members in the practice

To effectively manage own time and workload and resources

To provide a high level of patient and team customer focus at all times

To arrange IT equipment for the practice including the documentation relating to staff laptops and the issuing of them.

Assist the PM with any data or information required to submit annual declarations such as EDEC, Complaints reporting and Workforce submission

Develop and maintain effective communication both internally and externally and organise and attend the PPG meetings with the PM and a partner

SECONDARY RESPONSIBILITIES

To act as a link with reception and admin teams and Practice Manager, disseminating information and ensuring tasks are completed to a high standard in a timely way

To ensure that any QOF / target driven work is completed correctly and to a high standard within the required timeframe

To identify , organise and deliver any training required as a result of annual appraisal feedback or changes in procedure

To foster an environment where the team feel supported and motivated and are encouraged to share their ideas and opinions in a constructive manner and feel they are included in decision processes where applicable

To ensure clear communication within all areas of the business by liaising closely with all department heads and the wider team

Ensure that all new team members are issued with the correct log in details for all platforms and that they can access what is needed correctly, liaising with practice manager for contact information for set up details

Ensure any practice locums have all the IT access they require, that they are given a show round of the building on arrival and shown fire procedures, rest areas, staff facilities etc and ensure they can log on effectively

To take responsibility for ensuring you are up to date with all required training

Maintain a high level of quality service within all aspects of the business

To attend educational and off site meetings as required

To contribute to the effectiveness of the team by ensuring own performance is of the highest quality and reflect on gaps and improve whenever necessary

Participate in audits when required

Any other task that may be relevant to the role or required to support the business

If you are passionate about improving patient care through effective operations management, we invite you to apply for the Operations Supervisor position at Cradley Surgery today!

Job Types: Part-time, Permanent

Pay: 15.00-16.25 per hour

Expected hours: 22 - 25 per week

Benefits:

Company pension Free parking On-site parking
Schedule:

Monday to Friday Weekend availability
Ability to commute/relocate:

Cradley surgery ,Malvern WR13 5LT: reliably commute or plan to relocate before starting work (required)
Education:

GCSE or equivalent (required)
Experience:

Management: 1 year (required)
Work Location: In person

Application deadline: 07/07/2025
Reference ID: Operations Supervisor