Operations Manager in Hemel Hempstead

Everest House Surgery is looking for an enthusiastic and patient-focused Operations Manager to join our friendly, supportive and forward-thinking team. The Operations Manager will play a key leadership role in the day-to-day operational management of Everest House Surgery, supporting the delivery of safe, high-quality and patient-centred primary care services.

Working closely with the Practice Manager, GP Partners and wider multidisciplinary team, the post holder will lead the practice's non-clinical operations, ensuring services are efficient, responsive and meet the needs of patients and staff. They will provide operational leadership across workforce management, patient services, performance, governance and continuous improvement, helping the practice respond to the changing demands of general practice.

The Operations Manager will line manage the non-clinical team, supporting recruitment, development, wellbeing and performance, while fostering a positive and high-performing culture. They will support service improvement, monitor operational performance and contribute to regulatory compliance and excellent standards of patient service. The post holder will deputise for the Practice Manager when required and will use sound judgement, manage competing priorities and work collaboratively with colleagues and external stakeholders to deliver the practice's objectives.

Main duties of the job:

• Lead the day-to-day operational management of Everest House Surgery, ensuring the safe, efficient and effective delivery of high-quality patient services.
• Support the Practice Manager and GP Partners in delivering the strategic and operational objectives of the practice.
• Deputise for the Practice Manager during periods of leave or absence, ensuring continuity of leadership and decision-making.
• Provide leadership and line management to the non-clinical team, including reception, administration and secretarial staff, promoting a positive, supportive and high-performing working environment.
• Lead on recruitment, induction, training, appraisal, performance management and staff development for the non-clinical workforce.
• Ensure appropriate staffing levels are maintained through effective workforce planning, rota management and absence management.
• Monitor operational performance against contractual, local and national requirements, supporting the achievement of GMS, Enhanced Services and Quality and Outcomes Framework (QOF) targets.
• Work collaboratively with clinical and administrative colleagues to continually improve patient access, patient experience and service delivery.
• Lead operational projects and service improvement initiatives that enhance efficiency, productivity and quality of care.
• Oversee the management of patient complaints, compliments and feedback, identifying trends and implementing learning to improve services.
• Support the Patient Participation Group (PPG), promoting patient engagement and ensuring patient voices help shape service development.
• Monitor appointment utilisation, telephone demand and patient access data, making recommendations to optimise capacity and meet patient needs.
• Ensure practice information, including the website, patient information and internal communications, remains accurate, accessible and up to date.
• Support compliance with Care Quality Commission (CQC) regulations and other statutory, contractual and governance requirements.
• Ensure Information Governance, Data Security and Confidentiality standards are maintained across the non-clinical workforce.
• Work closely with IT providers and suppliers to support the effective use of digital systems and technologies across the practice.
• Assist in the management of premises, facilities and health and safety arrangements, ensuring a safe and welcoming environment for patients, visitors and staff.
• Build effective relationships with external organisations including the Integrated Care Board (ICB), Primary Care Network (PCN), NHS England and other healthcare partners where appropriate.
• Undertake any other reasonable duties appropriate to the role and the evolving needs of the practice.

Person Specification:

Knowledge:

• Understanding of the challenges facing modern General Practice.
• Knowledge of patient-centred care and excellent customer service principles.
• Understanding of employment practices and people management.
• Knowledge of Information Governance, GDPR and confidentiality.
• Understanding of health and safety responsibilities within the workplace.

Skills:

• Excellent leadership and people management skills.
• Strong organisational and planning abilities.
• Ability to prioritise a varied workload and meet deadlines.
• Excellent written and verbal communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to analyse operational information and identify improvements.
• Confident using Microsoft Office and digital systems.
• Ability to work independently whilst contributing positively as part of a multidisciplinary team.

Qualifications:

• Educated to A-Level standard or equivalent experience.
• GCSE (or equivalent) in English and Mathematics.
• Evidence of continued professional development.

Experience:

• Experience of managing teams within a healthcare, NHS or customer-focused environment.
• Experience of leading operational services and managing competing priorities.
• Experience of staff supervision, recruitment, appraisal and performance management.
• Experience of service improvement and implementing operational change.
• Experience of dealing with patient concerns or complaints professionally and sensitively.
• Experience of working with confidential information and maintaining high standards of data protection.

Personal Attributes:

• Professional, approachable and supportive.
• Positive and adaptable.
• Calm under pressure.
• Highly organised with excellent attention to detail.
• Committed to continuous improvement.
• Patient-focused with a proactive attitude.
• Honest, trustworthy and able to maintain confidentiality.
• Enthusiastic about developing both people and services.