Job Description

The Waterfield Practice in Bracknell, Berkshire requires a Senior Operations Manager to join our friendly practice team. We are looking for a manager who brings with them proven leadership skills and experience in making change work, alongside communication, organisational and IT skills. Experience of working in a management role in the NHS would be an advantage but is not essential.

Overview of the organisation

We are a practice over two sites with 15,500 patients, rated Good by CQC. We are an expanding practice with strong links to our Primary Care Network. The partners and team at The Waterfield Practice have a friendly and helpful approach and are hugely supportive of one another which is crucial in such a rapidly changing healthcare system.

Job summary:

The Senior Operations Manager plays a central role in ensuring the efficient day-to-day functioning of the practice, contributing to the delivery of high-quality patient care. The role encompasses operational management, staff supervision, compliance, IT systems, building maintenance, and financial and performance monitoring. The Senior Operations Manager also acts as the Practice Manager during periods of absence, ensuring leadership continuity.

These responsibilities may chance over time due to practice or statutory changes. The post holder will be part of the discussion regarding any changes.

Key responsibilities:

1. Operational Management

Oversee daily service delivery across clinical and administrative teams Monitor appointment systems, workflows and access to improve efficiency Maintain and update the practice business continuity plan Support the Practice Manager with patient queries, complaints and communications Ensure premises are safe, clean and compliant with infection control standards Act as the first point of contract for premises-related issues and ensure timely resolution

2. People & Team Management

Line manage administrative and secretarial team HR including recruitment and exit procedures Conduct staff inductions, probation reviews, appraisals and return-to-work interviews Oversee holiday and sickness cover and staff rotas and reporting overtime and sickness data Monitor and order locums to cover sickness where appropriate in line with practice policy Promote team morale and facilitate ongoing training and development Ensure mandatory training compliance and support recruitment processes

3. Compliance & Governance

Assist with compliance of CQC standards, GDPR, health and safety, safeguarding and infection control processes Maintain and review the practice policy register Complete DSP Toolkit, update data protection documentation (DPIAs, privacy notices etc) Assist with queries around safeguarding and carer submissions

4. Finance, Reporting & Performance Monitoring

Oversee practice income through effective management of: Quality and Outcomes Framework (QOF); Locally Commissioned Services (LCS); Enhanced Services (ES); Investment and Impact Fund (IIF) Oversee and assist with searches and reports to support clinical recall, audits and data submissions (CQRS, FP34, PPA etc) Ensure and submit data where appropriate (GPAD, CQRS, LCS etc) Identify and implement new business opportunities and funding streams

5. IT & Digital Systems

Manage EMIS, Docman, Ardens and other clinical systems Set up templates and protocols to streamline administrative and clinical processes Act as first-line support for minor IT issues and liaise with external support Promote digital transformation and ensure compliance with data protection

6. Communication & Stakeholder Engagement

Serve as a key contact for internal and external stakeholders including patients, staff, PCN and partners Manage communication via social media and the practice website to promote services and public health information with the PCN Manager and relevant others Attend relevant meetings including PCN, COVID vaccination and Practice Away Days where appropriate

7. Acting Practice Manager (when required)

Provide leadership and strategic oversight in the Practice Manager's absence Represent the practice at external and partner meetings Liaise with GP partners on urgent and strategic matters

Person Specification

Essential:

- Proven experience in operations or business support

- Strong leadership, problem-solving and organisational skills

- Financial awareness and budgeting experience

- Proficiency in IT systems (Docman, EMIS, MS Office)

- Knowledge of QOF, LCS and NHS funding models

- Experience managing teams and delivering training

- Drive with full UK driving licence. The post holder will work across 2 sites located 4 miles apart

Desirable:

- NHS or General Practice experience

- Project or service improvement experience

- Understanding of HR processes and employment law

- Familiarity with CQC inspection standards

- Management or finance qualification

Key Attributes:

- Patient-centred and quality-focused

- Adaptable and solution-driven

- Excellent interpersonal and communication skills

- Proactive and strategic approach to challenges

Job Types: Full-time, Permanent

Pay: 35,000.00-40,000.00 per year

Benefits:

Company pension Employee discount Free flu jabs On-site parking Sick pay
Work Location: In person