Operations ManagerNHS

Job summary

31.5 hours per week

We are a friendly, GP Practice with 4 GP Partners, one salaried GP and three GP registrars as well as a team of Practice Nurses and Healthcare Professionals; all supported by our dedicated Receptionists and Administration Staff.

We are looking to appoint a self-motivated, enthusiastic, and highly organised individual to support our Practice Manager in the day to day running of our Practice and to deputise in her absence.

You will need to have significant previous experience working in Primary Care, ideally within a GP Practice with some experience and knowledge of financial processes for budgeting, IT systems and staff supervision / management.

You will need to have the patience and energy to deal with a fast paced and varied workload, have an eye for detail and be a real team player.

This is an excellent opportunity for someone who wants to progress their career in a role where they can develop and expand their skills over time.

Main duties of the job

The Operations Manager plays a key role in supporting the Practice Manager with the day-to-day operational running of the practice, ensuring the delivery of safe, effective, responsive, and high-quality patient services. The post-holder provides leadership and supervision to reception and administrative teams, maintains efficient practice systems, and deputises for the Practice Manager when required.

Responsibilities include overseeing operational workflows, staff management and development, patient services, complaints handling, compliance with NHS and CQC requirements, information governance, quality improvement initiatives, and the effective use of clinical IT systems such as EMIS Web and Accurx. The role also supports performance monitoring, financial administration, business continuity planning, and collaborative working with external healthcare organisations.

The ideal candidate will have experience within primary care or an NHS setting, strong leadership and organisational skills, knowledge of CQC and NHS contractual requirements, and a commitment to delivering excellent patient care and continuous service improvement.

Job description

• Support the efficient daily running of the practice.
• Monitor practice workflows and identify opportunities for service improvement.
• Assist with business continuity planning and incident management.
• Ensure adequate staffing levels and operational cover are maintained.
• Support the implementation of practice policies and procedures.
• Deputise for the Practice Manager during periods of absence.

Staff Management and Leadership

• Provide day-to-day supervision and support to administrative and reception staff.
• Assist with recruitment, induction, training, and retention of staff.
• Conduct staff appraisals and support performance management processes as delegated.
• Identify training needs and coordinate appropriate learning opportunities.
• Foster a positive, inclusive, and supportive working environment.
• Support staff welfare and wellbeing initiatives.

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• Patient Services
• Ensure high standards of patient care and customer service are maintained.
• Manage and respond to patient complaints, concerns, compliments, and feedback in accordance with practice policy.
• Monitor patient access systems including telephone and appointment availability.
• Support the development of systems to improve patient experience and accessibility.
• Liaise with patients and external agencies where appropriate.

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• Governance, Compliance and Risk Management
• Support compliance with Care Quality Commission (CQC) regulations.
• Assist in maintaining evidence for inspections and regulatory reviews.
• Support significant event analysis, complaints management, audits, and quality improvement activities.
• Maintain risk registers and monitor actions arising from incidents.
• Promote a culture of patient safety and continuous improvement.
• Ensure policies and procedures remain current and are reviewed appropriately.

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• Information Governance and Data Protection
• Ensure adherence to General Data Protection Regulation (GDPR), Data Protection Act requirements, and confidentiality policies.
• Assist with information governance compliance and mandatory training.
• Support records management and information security procedures.
• Investigate and report information governance incidents where required.

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• Quality Improvement and Performance
• Support achievement of Quality and Outcomes Framework (QOF), Enhanced Services, and other contractual targets.
• Assist in monitoring practice performance against key performance indicators.
• Support audits and service development initiatives.
• Produce and analyse reports to support operational decision-making.

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• Digital Systems and Information Management
• Assist with the management and optimisation of clinical IT systems including EMIS Web, Accurx, NHS Mail, and associated applications.
• Coordinate system updates, user access management, and staff training.
• Support digital transformation initiatives and implementation of new technologies.
• Ensure accurate data quality processes are maintained.

Financial Support

• Support the Practice Manager with financial monitoring and reporting.
• Assist with purchase orders, supplier management, and stock control.
• Monitor expenditure against delegated budgets where appropriate.
• Support claims and submissions relating to NHS contracts and enhanced services.

External Relationships

• Develop positive working relationships with NHS organisations, Primary Care Networks (PCNs), Integrated Care Boards (ICBs), community services, and external stakeholders.
• Represent the practice at meetings when delegated.
• Support collaborative working across the wider healthcare system.

General Responsibilities

The post-holder will:

• Maintain confidentiality at all times.
• Comply with Health and Safety legislation.
• Participate in mandatory training.
• Undertake any other duties appropriate to the grade of the post.
• Promote equality, diversity, and inclusion.
• Support environmental sustainability initiatives within the practice.

About us

The Elms Practice is a friendly, forward-thinking GP practice committed to delivering high-quality, patient-centred healthcare to our local community. Our dedicated multidisciplinary team works closely together to provide safe, effective, and compassionate care, ensuring the best possible outcomes for our patients.

We pride ourselves on maintaining a supportive and inclusive working environment where teamwork, professionalism, and continuous improvement are valued. Staff are encouraged to develop their skills, contribute ideas, and play an active role in shaping and improving our services.

At The Elms Practice, we recognise that our people are our greatest asset. We offer a positive workplace culture, opportunities for professional development, flexible working opportunities where appropriate, NHS pension scheme membership, and access to wellbeing support. We are committed to fostering a respectful, collaborative atmosphere where every team member feels valued and supported to thrive in their role.

Joining The Elms Practice means becoming part of a caring and ambitious team that is passionate about providing excellent healthcare while supporting one another to achieve success.