We are seeking anexperienced and motivated Operations Manager to join our supportive andhigh-performing GP Practice team. This is an exciting opportunity for someonewith strong leadership and organisational skills to contribute to the smoothrunning of the practice and help deliver high-quality care to our patients.
The successfulcandidate will be responsible for overseeing day-to-day operations, managingthe reception team, supporting the Practice Manager, and deputising for themwhen required.
This role is based atthe surgery in Teddington. The role is part-time (25 hours per week), but youshould be flexible and be available throughout the practice opening hours (8amto 6.30pm) Monday to Friday, as required and agreed.
Main duties of the job
Lead the receptionteam – including performance management and rota planning
Oversee dailynon-clinical operations – including patient registration, document management,responding to emails, insurance reports and medical reports requests andreferrals
Oversee onlinetriage request process ensuring that reception deal with as many as possible,within agreed protocols
Provide operationalsupport to the Practice Manager and deputise in their absence
Use the Surgerytelephony system to audit call data, identify peak times, and inform staffplanning and service improvements
Maintain compliancewith CQC, GDPR, NHS England, and local ICB requirements
Manage facilities,stock, suppliers, and IT systems / equipment
Handle patientcomplaints, within agreed protocol, and implement service improvements basedonfeedback
Support financial andperformance processes including claims for QOF, LCS, DES, and othercommissioned services
1Coordinate reception meetings and represent the practice with externalstakeholders as required
1Be responsible for medical records management including Subjectaccess and online records requests
1Coordinate processes and strategies around patient recalls
About us
We are a well-established training GP Practice with a patient list size of approximately 12,600.
We are proud to have received a Good rating from the CQC and are actively involved in our local Primary Care Network (PCN).
The practice also benefits from the support of Additional Roles Reimbursement Scheme (ARRS) staff employed through the PCN, including clinical pharmacists, social prescribers, and a Mental Health Care Worker. These team members play an integral role in enhancing the quality and breadth of services we offer to our patients.
The practice team are guided by values that prioritise patient care, staff well-being, and continuous improvement. Our key values include respect, dignity, compassion, and a commitment to quality of care.
We foster a collaborative and supportive environment, where everyone feels valued and empowered. Open communication, shared learning, and accountability are central to how we work together to deliver the best possible care to our community.
You will be joining a friendly, experienced team in a well-organised practice environment. We feel that this role would be a good development opportunity, for someone looking to work in practice management.
More information about the practice can be found on our website:
Park Road Surgery
Job responsibilities
Job responsibilities
Purpose of the Role-
The OperationsManager will be responsible for the day-to-day managing of the reception teamof the practice, including supporting the reception supervisors.
This individual willwork closely with and provide critical support to the Practice Manager,stepping up in their absence to maintain business continuity.
KeyResponsibilities:
Operational &Administrative Management
Oversee the dailyrunning of all non-clinical functions, ensuring the practice operatesefficiently and professionally.
Manage appointmentscheduling, online triage requests, patient registration, medical records, andadministrative workflows.
Ensure timelyprocessing of patient correspondence (e.g. referrals, test results,prescriptions).
Use Surgerytelephony system to manage inbound call data; regularly audit call activity toidentify peak times and share insights with the reception team to improve callhandling and staff allocation.
Oversee patientrecall processes to ensure that they efficient and good progress is madetowards maximum achievement.
Manage theclinicians appointment schedule and diary management in Medicus
Manage the processof receiving SARs, insurance and medical report requests and ensure these areresponded to promptly.
Reception &Administrative Staff Management
Lead, supervise, and support thereception team, alongside the reception supervisors.
Oversee staff rotas and ensureappropriate coverage during peak hours
Conduct recruitment, inductions,training, and performance reviews.
Foster a collaborative andprofessional culture within the administrative team.
Promote cost efficiency in stockand supplier management.
Facilities &Resource Management
Manage facilities and equipment,ensuring compliance with health & safety and infection control standards.
Deal withmaintenance issues and arrange repairs and checks as required.
RegulatoryCompliance & Policy Management
Ensure compliance with GDPR, CQCstandards, NHS England, and ICB requirements.
Maintain and regularly updateinternal practice protocols and policies.
PatientExperience & Communication
Oversee patient-facing services andsupport resolution of complaints, alongside the Practice Manager.
Lead initiatives to promote onlineservices and enhance the patient experience.
Provide clear communication andsupport to the reception team based on service usage patterns, including callvolumes identified via the telephone and clinical system.
QualityImprovement & Performance Monitoring
Analyse performance indicators andpatient feedback to identify service improvement opportunities.
Lead and implement servicedevelopment initiatives and quality improvement projects.
Ensure effective use of practice ITsystems (e.g. Medicus and Wavenet).
Provide training and support tostaff on use of digital tools and the Surgery telephony system.
Monitor system usage and help driveimprovements through technology.
Communication& Team Coordination
Liaise between clinical andadministrative staff to ensure coordinated care.
Lead reception meetings, includingpreparation of agendas and minutes.
Build strongrelationships with external stakeholders including PCNs, ICBs, and suppliers.
Person Specification
DBS
- 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 conviction.
Qualifications
Experience
- Experience in a supervisory or operations role- within primary care or another NHS healthcare setting with at least 2 years experience.
- Excellent interpersonal and communication skills.
- Strong organisational and time management skills.
- IT literate – with experience in clinical systems and Microsoft Office.
- Familiarity with telephony systems and ability to perform call volume audits.
- Ability to remain calm under pressure and manage competing priorities.
- Flexibility to work early starts and late finishes -between 8:00am-6:30pm.
- 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.
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