Job Description

Candidates with ONLY GP Practice experience will be considered in the recruitment process.

Practice Operations Manager (GP Practice)

Job Summary:

The Practice Operations Manager is responsible for overseeing the operational aspects of two GP practice sites: the main operations and a secondary branch dedicated to face-to-face patient consultations. This role ensures the delivery of high-quality patient care and efficient resource management across both locations. The Operations Manager will work closely with clinical and administrative teams to implement best practices and achieve organisational goals while maintaining compliance with regulations.

Main Responsibilities: Team Leadership & Management:

Lead, motivate, and manage the practice teams at both sites to ensure high standards of performance and patient care. Effective clinical and admin rota management. Oversee recruitment, mandatory training, and development of staff to maintain a skilled workforce across both locations. Conduct performance evaluations, set objectives, and implement personal development plans. Communicate effectively with the Practice Business Manager Address staff concerns, facilitate conflict resolution, and promote a positive workplace culture. Conduct staff appraisals, including annual performance reviews, goal setting, and periodic informal reviews. Manage unplanned absences, ensuring all are recorded in Breathe HR, including conducting return-to-work reviews. Address staffing issues, including conflicts, performance issues, poor service, and clinical safety concerns. Organise regular practice team and MDT meetings and document actions in minutes Support staff survey processes to gather feedback and improve workplace culture

Operational Duties:

Clinical and Reception/Admin Rota Management:

Scheduling clinical and admin rota. Ensuring that all work is scheduled according to the practice guidance Effective appointment slots utilisation and minimising white spaces Effective management of extended hours rota, and private GP visits in external organisations

Communication:

Act as the primary point of contact between the reception/admin team and clinical staff, facilitating clear and consistent communication regarding schedules and operational protocols. Keep the reception staff informed of any changes in practice protocols, training opportunities, or other relevant updates.

Administrative Support:

Manage stock control (clinical and non-clinical), including ordering office supplies, drugs, consumables, and medical equipment. Implement administrative systems around prescribing to support prescribers. Oversee the management of the pathology system, including sample storage and collection, and monitor the ICE system. Handle incoming administration tasks, including post, scanning, summarising and coding, registrations, de-registrations, and support for secretarial work and reporting. Manage routine administration systems, such as call/recall systems (e.g., Flu, diabetes, NHS Health Checks, smears, QOF etc). Conduct interviews and oversee the induction program for new staff joiners. Submissions and data quality in CQRS Monitor active administrative tasks, including managing the tasks on Emis and handling information requests. Oversee clinical room allocation and reception management, ensuring efficient call handling, private patient transactions, chaperone facilitation, translator services, and patient information management.

Governance and compliance:

Ensure that all mandatory compliance measures are met, including:

Staff mandatory training and development. Staff immunisation and health requirements. Conducting internal and external audits/servicing. Regularly updating policies and procedures in line with CQC standards. Monitor and manage risks within the practice, implementing necessary actions to mitigate them. Conduct regular audits and quality assurance reviews to uphold practice standards. Maintain accurate records and documentation for governance and reporting purposes. Manage complaints, including dealing with day-to-day patient complaints, responding to written complaints, and monitoring NHS Choices comments. Conduct health and safety assessments. Capture Significant Event Analyses (SEAs) for review and discussion with the team. Manage safeguarding administrative processes, including information requests. Organise and ensure at least four annual Patient Participation Group (PPG) meetings, including minuting and actioning outcomes.

Patient Demand Management:

Analyse patient demand trends to optimise appointment scheduling and resource allocation across both sites (Apex, Ardens Manager) Develop strategies to improve patient access and reduce waiting times at the main operations and secondary branch. Engage with patients to gather feedback and improve service delivery at both locations. Collaborate with clinical teams to manage care pathways and enhance patient outcomes.

Premises management and equipment

Familiarise with Business Continuity Plan (BCP) policies, including call trees and arranging on-site inspections. Manage security protocols, including opening and closing procedures, key fob management, and locked drugs/fridges. Coordinate minor premises repairs using approved suppliers/contractors. Monitor equipment to ensure it is fit for use, including IT PCs, telephone systems (Surgery Connect), printers, and payment terminals. Oversee cleaning quality and raise issues with suppliers as necessary. Ensure proper waste management, including correct bin usage for storage and collections.

HR:

Organise staff inductions, arrange paperwork, logins, and smartcards for new team members. Manage absences and annual leave records in Breathe HR. Organise return-to-work meetings. Participate in recruitment and training processes. Assist in staff appraisals as required. Allocate workloads between reception and admin staff, arranging cover for sickness and annual leave.

Call/Recall Programmes:

Support the practice in recall programmes such as: QOF (Quality and Outcomes Framework) Local Improvement Schemes Direct Enhanced Services Cervical cytology recall Childhood immunisation NHS Health Checks Safeguarding

IT and Systems Support:

Act as Local Administrator/RA, providing support, training and arranging logins for IT systems including Emis, Docman, Accurx, Surgery Connect, ICE, tQuest and others. Liaise with the IT Service Desk to resolve hardware and software issues. Provide support and training for staff in resolving simple issues with PCs, printers, and phone lines. Train staff on Emis, Docman, Accurx, Surgery Connect, and Microsoft Office applications.

Project Management:

Lead and support the development of innovative projects aimed at improving practice processes and optimising workflows. Manage and coordinate website updates. Promote and implement the NHS App and other digital tools to enhance patient engagement, streamline services, and improve overall service delivery.

Health and Safety:

Ensure compliance with Health & Safety regulations by conducting internal audits and risk assessments. Ensure staff are trained and aware of relevant Health & Safety procedures.

Other duties

Perform additional tasks required for the efficient operation of the practice Undertake mandatory and not mandatory CPD training on Practice Index, or training as may be required to develop your skills and abilities Attend refresher and update training for medical emergencies and CPR Attend practice and MS Teams Meetings

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Job Type: Full-time

Pay: 35,000.00-40,000.00 per year

Benefits:

Company pension Cycle to work scheme Employee discount
Schedule:

Monday to Friday Overtime Weekend availability
Application question(s):

Are you in 45 min commute in Lambeth SW9 6AF London?
Experience:

GP surgery: 3 years (required) Practice Operations Manager: 2 years (required) EMIS rota management: 3 years (required)
Work Location: In person

Reference ID: Operations Manager (GP Practice)