Operations Manager in London

We are seeking an experienced and motivated Operations Manager to join our supportive and high-performing GP Practice team. This is an exciting opportunity for someone with strong leadership and organisational skills to contribute to the smooth running of the practice and help deliver high-quality care to our patients. The successful candidate will be responsible for overseeing day-to-day operations, managing the reception and administrative teams, supporting the Practice Manager, and stepping into their role when they are absent. This role is fully site-based with no remote working. You must also be available for a mix of early starts (from 8:00am) and late finishes (up to 6:30pm), depending on the needs of the service.

Main duties of the job:

• Lead the reception and administrative teams, including performance management and rota planning.
• Oversee daily non-clinical operations, including appointment scheduling, patient registration, and correspondence.
• Provide operational support to the Practice Manager and deputise in their absence.
• Use the Surgery telephony system to audit call data, identify peak times, and inform staff planning and service improvements.
• Maintain compliance with CQC, GDPR, NHS England, and local ICB requirements.
• Manage facilities, stock, suppliers, and IT systems.
• Handle patient complaints and implement service improvements based on feedback.
• Support financial processes including claims for QOF, LCS, DES, and other commissioned services.
• Coordinate internal meetings and represent the practice with external stakeholders as required.
• Coordinate processes and strategies around patient recalls.

About us:

We are a well-established training GP Practice with a patient list size of approximately 12500. 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 advanced nurse practitioners and care coordinators. These team members play an integral role in enhancing the quality and breadth of services we offer to our patients. The management 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’ll be joining a friendly, experienced team in a well-organised practice environment.

Job responsibilities:

Purpose of the Role: The GP Practice Operations Manager will be responsible for the day-to-day operational, administrative, and staffing functions of the practice, with a particular focus on leading the reception team and administrative staff. This individual will work closely with and provide critical support to the Practice Manager, stepping up in their absence to maintain business continuity. The role is based on site at the practice. The role requires flexibility to work a mix of early starts (from 8:00am) and late finishes (up to 6:30pm), depending on the needs of the service.

Key Responsibilities:

• Oversee the daily running of all non-clinical functions, ensuring the practice operates efficiently and professionally.
• Manage appointment scheduling, patient registration, medical records, and administrative workflows.
• Ensure timely processing of patient correspondence (e.g. referrals, test results, prescriptions).
• Use Surgery telephony system to manage inbound call data; regularly audit call activity to identify peak times and share insights with the reception team to improve call handling and staff allocation.
• Oversee patient recall processes to ensure that they are efficient and good progress is made towards maximum achievement.
• Lead, supervise, and support the reception and admin teams including reception managers.
• Organise staff rotas and ensure appropriate coverage during peak hours.
• Conduct recruitment, inductions, training, and performance reviews.
• Foster a collaborative and professional culture within the administrative team.
• Support financial processes such as invoicing and claims for QOF, LCS, DES, and PCN-funded services.
• Promote cost efficiency in stock and supplier management.
• Manage facilities and equipment, ensuring compliance with health & safety and infection control standards.
• Ensure compliance with GDPR, CQC standards, NHS England, and ICB requirements.
• Maintain and regularly update internal practice policies.
• Oversee patient-facing services and support resolution of complaints.
• Lead initiatives to promote online services and enhance the patient experience.
• Provide clear communication and support to the reception team based on service usage patterns, including call volumes identified via Surgery Connect.
• Analyse performance indicators and patient feedback to identify service improvement opportunities.
• Lead and implement service development initiatives and quality improvement projects.
• Ensure effective use of practice IT systems (e.g. EMIS, Docman).
• Provide training and support to staff on use of digital tools and the Surgery telephony system.
• Monitor system usage and help drive improvements through technology.
• Liaise between clinical and administrative staff to ensure coordinated care.
• Lead meetings, including preparation of agendas and minutes.
• Build strong relationships with external stakeholders including PCNs, ICBs, and suppliers.

Person Specification:

Experience: Experience in a supervisory or operations role, preferably within primary care or another healthcare setting. Excellent interpersonal and communication skills. Strong organisational and time management skills. IT literate, with experience in clinical systems (e.g. EMIS) and Microsoft Office. Familiarity with telephony systems and ability to perform call volume audits. Ability to remain calm under pressure and manage competing priorities. Commitment to onsite working. Remote or hybrid work is not offered. 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.