The Operations Managerrole is pivotal in bringing together the practice team and the centralmanagement team to ensure the efficient running of the surgery. The OperationsManager will oversee the day to day management of staff, patient services,premises and health and safety at the surgery whilst liaising with the centralteam.
Main duties of the job
The role requiresproactive management of the practice team, effective coordination with thecentral management team for operational alignment and ensuring compliance withregulatory standards. The Operations Manager will promote a culture ofexcellence, collaboration and continuous improvement across all aspects of thepractice.
About us
Friary House Surgery is a GP practice based in Plymouth, providing high-quality, patient-focused primary care to the local community. With a committed team of GPs, nurses, and allied health professionals, the practice delivers a wide range of services designed to meet the diverse health needs of its patients.
Services include routine and urgent appointments, chronic disease management, health promotion and screening, minor illness care, and access to a multidisciplinary team. Friary House Surgery is dedicated to offering compassionate, accessible, and effective care in a welcoming environment.
The practice continually seeks to improve services, support staff development, and work collaboratively with local health partners to ensure responsive, safe, and forward-thinking care for the community it serves.
Job responsibilities
Central Communication and Collaboration
Serve as the main liaison between the practice and the centralmanagement team.
Maintain and monitor the centralised operational system (Monday.com) toreport, coordinate and track practice operations and projects.
Provide regular updates to the central team on practice needs and staffdevelopments.
Attend monthly meetings with the senior operations manager to reviewpractice performance and align on strategic objectives.
Ensure timely implementation of directives and initiatives from thecentral team, reporting progress as required.
Attend PCN meetings and update the central team with any actions.
Team Leadership and Development
Lead and manage the onsite team, fostering a supportive andcollaborative environment.
Assist with recruitment, induction and training of non-clinical staff,ensuring consistency with central policies.
Conduct regular staff appraisals, set performance goals and addressperformance issues promptly.
Organise and lead staff meetings to discuss practice operations, addressissues and share updates from the central team.
Ensure adequate staffing levels across the practice. Work with the central resourcing team toaddress cover needs and emergencies.
Patient Care and Operational Safety
Liaise with the central data quality team to achieve IIF and QOFtargets.
Manage minor patient complaints and escalate major issues to the centralteam following the complaints guidelines.
Maintain up-to-date policies aligned with central templates.
Ensure the practice meets all safety and compliance standards, includingCQC regulations.
Facilities and Compliance Oversight
Maintain an updated Premises Action Plan, detailing current and futuremaintenance needs.
Conduct regular walkthroughs to identify and address facility issues,liaising with the central team as needed.
Oversee relationships with service providers, ensuring quality andcompliance.
Administrative and Financial Oversight
Monitor financial activities such as invoice reconciliation and pettycash management.
Collaborate with the central team to maximise opportunities from localprojects and enhanced services.
Support audit processes and manage data for CQC inspections.
To send staff payroll information over to the HR Manager
Additional Responsibilities
Provide reception cover when necessary, including booking appointmentsand handling opening/closing procedures.
Participate in audits or quality improvement initiatives as directed bythe central team.
Person Specification
Experience
- Strong organisational and multitasking capabilities.
- Excellent communication and interpersonal skills.
- Proven leadership and team management experience.
- High attention to detail with a strong focus on safety and compliance.
- Proficiency in using tools such as Monday.com and Office Suite.
- Experience in a GP practice and familiarity with SystmOne
- Knowledge of healthcare regulatory frameworks (e.g., CQC, DSP Toolkit).
- Clear, polite telephone manner.
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.
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