Operations ManagerNHS
Job summary
We are seeking an experienced and motivated Operations Manager to join our friendly, hardworking GP practice in Southbourne, West Sussex. This is an exciting time to join us as we embark on a period of growth, having secured funding for a new practice extension.
You will be responsible for the day-to-day operational management of the practice, ensuring the efficient, safe, and patient-focused delivery of services across all functions. Working closely with the Business Manager, Partners, and clinical teams, you will play a key role in supporting the practice through its expansion.
Applicants must have experience of working in a GP Primary Care.
Please be aware that we may choose to close this advert early depending on the number of applications received
Main duties of the job
- Oversee the day-to-day running of the practice, ensuring efficient patient flow and appointment systems
- Maintain oversight of the reception, administrative, and secretarial teams, including staffing, rotas, and performance management
- Lead on resolving patient complaints and improving patient experience
- Ensure ongoing CQC compliance, health and safety, and information governance standards
- Oversee practice IT systems, facilities, equipment, and supplies
- Contribute to a positive, supportive working culture across the practice team
Job description
Patient Flow & Access
Design and continually refine the appointment system (urgent and routine appointments) in line with national requirements and after consultation with the partners
Monitor daily and weekly demand against capacity across all clinician types (GP, nursing, HCA, paramedic, pharmacist, physiotherapist) and adjust rotas accordingly.
Monitor DNA rates and oversee reminder systems; identify and act on patterns in non-attendance.
Produce regular reporting on appointment utilisation, time-to-third-available-appointment and escalate risks to the Business Manager and partners.
Support the development and day-to-day management of digital access channels (online consultation/triage tools, NHS App,)
Staff & Rota Management
Oversee rotas for the patient services team ensuring adequate cover at peak times and during absence.
Provide day-to-day line management, supervision and support to the Patient Services Team Lead and administrative teams, including supervision of induction, training, appraisal and performance management.
Lead recruitment processes for operational/administrative roles, in conjunction with the Business Manager.
Manage staff annual leave, sickness absence reporting and return-to-work processes.
Coordinate administration of clinical team rotas, ensuring rota schedules meet requirements set by the partners
Support the Business Manager with disciplinary, grievance and capability processes for operational/administrative staff, escalating as appropriate.
Facilities, IT & Systems
Act as first point of contact for clinical system (SystmOne) and telephony issues, liaising with IT support and the ICB as required.
Ensure health and safety, fire safety and infection control policies are implemented and maintained on a day-to-day basis.
Carry out or coordinate workplace risk assessments and act as a nominated fire warden, escalating significant risks to the Business Manager.
Quality, Compliance & Patient Experience
Manage the day-to-day handling of patient complaints, feedback and significant events relating to operational matters, in line with practice policy. Escalate high risk complaints to the business manager.
Support CQC readiness by ensuring operational evidence (policies, training records, incident logs) is current and accessible.
Maintain an oversight of QOF and LCS provision to ensure that the surgery meets its targets in an efficient and well planned way
Promote a positive patient experience across all front-of-house and administrative touchpoints.
Working Relationships
Report regularly to the Business Manager on operational performance, risks and staffing matters.
Liaise with GP partners on changes to appointment systems, triage models or rota structures, particularly where these affect clinical workload.
Other Duties
This job description reflects the current requirements of the post. As duties and responsibilities change, the job description will be reviewed and amended in consultation with the post-holder. The post-holder may be required to undertake other duties as may reasonably be required, commensurate with the level and nature of the post
About us
We are a GP practice based in Southbourne, a picturesque part of West Sussex within easy reach of Chichester, Chichester Harbour, and the South Downs.
Our clinical team comprises 4 GP Partners, 5 salaried GPs, a nursing team, paramedics, and a Physician Associate, supported by a friendly and hardworking administrative and reception team. We are proud of our welcoming culture and our commitment to delivering high-quality, patient-centred care.
We have secured funding for a new practice extension and have ambitious plans to expand our services and facilities over the coming years, making this an excellent opportunity for the right candidate to help shape the practice's future.