Operations Manager at Elm Tree Surgery, a GMS training practice with a list of over 20,000 patients, reporting directly to the Partners. The post covers running day-to-day practice operations, line managing reception and admin staff, and redesigning workflows through audit and process change. It also covers rota and phone-queue cover, non-clinical complaints, and the logistics of QOF and vaccination campaigns. Candidates need NHS primary care or management experience and familiarity with clinical systems such as SystmOne.
What the job involves
- Line manage reception, admin and team leads, including appraisals, performance management, induction and HR matters
- Evaluate practice workflows, design and implement process improvements, and audit outcomes
- Manage daily rotas, sickness and planned leave to keep front-of-house and call-handling covered
- Lead on resolving non-clinical patient complaints, investigating issues and drafting response letters under guidance
- Plan and run the logistics of seasonal vaccination campaigns such as flu and COVID-19
- Manage admin workflows supporting QOF targets, including call-back and recall schedules
- Monitor administrative output, recall lists and task queues, and escalate systemic issues to the Partners and PBM
- Support IT with administration of the clinical system and software, and maintain the practice website and patient communications
- Coordinate premises maintenance and contractors, and cost works for reporting to the Partners
- Support CQC compliance and audit readiness with the PBM and clinical lead nurses
- Keep the health and safety manual current, ensure staff are trained, and ensure compliance with employment and data protection law
- Maintain staff records of leave and sickness, provide payroll information, and keep the telephone system settings up to date
What's required
Qualifications
- A-Level, NVQ Level 4 or equivalent management or operational experience
- GCSE English and Maths at grade C/4 or above
- Management or leadership qualification, such as ILM Level 3 or 5
- CQC or health and safety compliance training
Experience
- Proven track record in line management and team leadership
- Process improvement experience: designing, implementing, auditing and refining workflows
- Managing rotas, sickness and service cover under pressure
- Handling patient complaints and conflict resolution
- Working in NHS primary care, general practice or healthcare settings
- Coordinating large-scale campaign logistics such as vaccination drives
Skills & knowledge
- Proactive, solution-oriented change mindset with strong problem-solving and attention to detail
- Excellent interpersonal, written and verbal communication, and team-building skills
- High IT literacy and data management confidence, including Word, Excel, PowerPoint and troubleshooting
- Familiarity with clinical systems such as SystmOne
- Understanding of QOF logistics and primary care operational metrics
Other
- Well organised and able to work under pressure while staying calm and focused
Nice to have
- Experience of managing staff in a GP practice with practical knowledge of QOF and primary care NHS targets
- Experience of management within the NHS, particularly in primary care
- Prior NHS primary care experience
What's offered
- NHS Pension
- 6 weeks annual leave
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