Operations Co-ordinator in Totnes

An opportunity has arisen for an enthusiastic individual to join our established team to support the Operations team at Leatside Surgery. This is a permanent, full-time position (from 30 hours per week, up to full time will be considered, hours to be confirmed with the successful candidate) and will be a varied role, with the opportunity to learn new and develop existing skills.

Main Duties and Responsibilities (include but are not limited to):

• Coordinate the daily flow of non-clinical workstreams across all teams, ensuring that activities are aligned and resources are used effectively.
• Maintain oversight of key operational processes, ensuring that Standard Operating Procedures (SOPs) are current, accessible, and followed.
• Work closely with Team Leaders to identify gaps or inefficiencies in procedures, escalating issues and supporting improvement actions.
• Maintain training records, ensuring mandatory and role-specific training is completed and recorded.
• Support the induction of new staff, ensuring appropriate training materials, shadowing opportunities, and role guidance are in place.
• Facilitate effective communication between all teams and ensure operational updates and process changes are shared clearly and promptly.
• Assist in planning and implementing service improvement projects, including monitoring progress and reporting outcomes to the Operations Manager.
• Produce reports, data summaries, and audit findings to support decision-making and compliance with quality standards.
• Support the development and consistency of patient administration systems, ensuring processes are efficient and patient-centred.
• Act as a point of reference for staff on operational matters, promoting consistency and adherence to agreed procedures.
• Contribute to a positive, collaborative working culture that values teamwork, learning, and accountability.

About us

Leatside is a purpose-built surgery located in the flourishing market town of Totnes, with a current patient list size of just over 15,000. We pride ourselves on being a supportive and enjoyable place to work, with the practice culture at the heart of what we do. In May 2019 we were once again awarded an outstanding rating by the CQC. We are fully computerised using SystmOne from April 2022 as our clinical system. We are implementing a Total Triage booking system to improve access and continuity for our patients from 05/01/2025 using Systmconnect. We are a training practice, with two GP Registrars, an F2, medical students, student nurses, and paramedics. The surgery is also host to the community nursing and community mental health teams.

Job Purpose

To support the Operations Manager and Team Leaders in the smooth running of all non-clinical patient services across the surgery. The Operations Co-ordinator will oversee communication and coordination between departments, ensuring that operational systems, Standard Operating Procedures (SOPs), and training frameworks are in place and consistently applied. The postholder will act as the central point of contact for operational process improvement, supporting a consistent, safe, and efficient patient experience.

Key Working Relations

The post holder must establish effective working relations with individuals within and external to the organisation to ensure an efficient service for patients.

Key Result Areas/Principal Duties and Responsibilities

• Ensure that all tasks are completed in a timely manner, paying particular attention to accuracy and presentation.
• Prioritise workload appropriately.
• Ensure accurate patient information is recorded whilst using the clinical system in line with Information Governance policy following team protocols.
• Update the manuals when protocols/pathways change.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance.
• Effectively manage own time, workload, and resources.

Equality and Diversity

The post holder will support the equality, diversity, and rights of patients, carers, and colleagues to include:

• Acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies and current legislation.
• Respecting the privacy, dignity, needs, and beliefs of patients, carers, and colleagues.
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities, and rights.

Human Resources

To comply with Practice HR policies and procedures generally and particularly:

• To undertake quarterly reviews with the post holder's line manager.
• To undertake mandatory training in line with Practice policy.
• To develop and maintain a personal learning plan, providing feedback to the team from any relevant learning activity and feedback to the line manager regarding the usefulness of learning activities undertaken.
• Identify any learning needs.

Personal/Professional Development

The post holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning, and performance and demonstrating skills and activities to others who are undertaking similar work.

To ensure all relevant Practice policies are observed personally and within the administrative team, particularly:

• Health and safety and fire policy.
• Loan worker, infection control and other policies intended to reduce the possibility of harm to Practice employees, patients, and visitors.
• Complaints procedure.
• Major incident plan.

Service Management

To attend mandatory training afternoons and team meetings when required. The details contained in this Job Description are not exhaustive and may change as the post develops.

Person Specification

Experience

• Proven experience in a coordination or administrative role within a busy operational or healthcare setting.
• Experience in leading teams within a healthcare setting.
• Strong organisational and communication skills, with an ability to manage multiple priorities.
• Experience maintaining or developing operational procedures and documentation.
• Confident in supporting others through change, process improvement, or training initiatives.
• Attention to detail, accuracy, and a proactive approach to problem-solving.
• Professional, approachable, and committed to high standards of service delivery.
• Experience working within a primary care or GP surgery environment.
• Knowledge of clinical systems (SystmOne) and patient administration processes.
• Understanding of information governance and data protection requirements.

Qualifications

• Good standard of general education to include GCSE in English and Maths or equivalent.

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.