Overview
In this role you will lead daily operational management at a GP practice in Southbourne, supporting growth and the service expansion. You’ll work closely with the Business Manager, Partners and clinical teams to ensure safe, patient-centred, efficient delivery across functions. You’ll address patient access, complaints, compliance, and IT/facilities while promoting a positive working culture. This is a pivotal role as the practice expands its services and facilities, shaping how patients experience care.
Responsibilities
- Design and refine the appointment system for urgent and routine care in line with national requirements
- Monitor demand vs capacity across clinician types and adjust rotas
- Oversee DNA rates and reminder systems; act on non-attendance patterns
- Produce reports on appointment utilization and risk escalation
- Support digital access channels (online consultations, NHS App)
- Oversee rotas for patient services team and peak coverage
- Manage line management of Patient Services Team Lead and admin staff
- Lead recruitment for operational/administrative roles
- Manage staff leave, sickness, and return-to-work processes
- Coordinate clinical team rotas with partner requirements
- Assist with disciplinary, grievance, and capability processes
- Act as first point of contact for SystmOne and telephony issues
- Ensure health and safety, fire safety, and infection control policies
- Coordinate workplace risk assessments; act as fire warden
- Handle patient complaints, feedback and incidents
- Support CQC readiness with policies and training records
- Maintain QOF and LCS oversight to meet targets
- Promote positive patient experience at front-of-house and admin touchpoints
- Report operational performance, risks, and staffing to Business Manager
- Liaise with GP partners on appointment systems and rota structures
Key requirements
- Experience in an operational/office management role, ideally in GP Primary Care
- Experience managing staff rotas and supervising a team
- Experience handling complaints or service issues
- Experience working with data/reporting to monitor service performance
- Strong organisational skills and ability to prioritise
- Confident user of Microsoft Office (Excel, Outlook, Word)
- Effective written and verbal communication skills
- Ability to lead, motivate and develop a team
- Sound judgement and problem-solving under pressure
- Understanding of confidentiality and GDPR principles
- Desirable: knowledge of QOF and GP contract; NHS access and patient experience targets
- Desirable: experience with SystmOne and CQC inspection processes
- Calm under pressure
- Collaborative mindset
- Patient-centred approach
- SystmOne
- NHS App
- Microsoft Office (Excel, Outlook, Word)
Operations Manager in Hampshire employer: National Health Service
Betsi Cadwaladr University Health Board is an exceptional employer, offering a supportive and collaborative work environment for healthcare professionals in North Wales. With a commitment to employee development and a focus on compassionate care, staff have access to continuous professional development opportunities and the chance to make a meaningful impact in both acute and community paediatrics. The Health Board's integrated approach ensures that employees are part of a dynamic team dedicated to improving health outcomes for the local population.
