Overview
In this role you will lead the day-to-day operations across three practice sites, acting as the central hub for cross-site coordination among staff, clinicians and partners. You will oversee clinic setup, appointments, patient records and IT coordination to ensure smooth, plan-driven delivery. The role supports a shift from reactive problem‑solving to proactive, visible operations aligned with the practice’s forward-thinking mission. This is a hands-on, multi-site position with a clear impact on patient experience and staff/workflow efficiency.
Responsibilities
- Lead day-to-day operational delivery across three sites and coordinate workflow between reception, administration, clinical teams and management
- Set up and maintain clinics and sessions in EMIS across sites (including student teaching sessions and care home rounds) and communicate changes to staff
- Manage appointment sessions and diary integrity, resolve urgent requests, and investigate misbookings
- Oversee clinical records accuracy and data quality, including amendments and demographic updates, plus PCSE liaison
- Triage and coordinate IT, equipment and facilities issues across sites, acting as first escalation before provider support
- Monitor operations and produce reports to support planning and governance
- Collaborate with Practice Manager and Reception Manager to provide a single, visible owner for operational activities
- Support teaching and student coordination as part of the operational calendar
Key requirements
- Demonstrable GP practice operations experience or equivalent primary care/NHS environment
- Experience using EMIS, including clinic/session/diary setup
- Experience implementing system or process changes and staff training
- Experience triaging IT, equipment or facilities issues
- Experience auditing processes and compiling management reports
- Experience resolving patient concerns or complaints
- Desirable: multi-site or group practice experience; supervising/admin teams; rota/student coordination; familiarity with Patches, Valida; NHS PCSE processes
- Qualifications: Degree level education or equivalent NHS operations/practice management experience; GCSE English and Maths; desirable: management qualification (ILM/CMI)
- Excellent communication and stakeholder management
- Problem-solving and proactive planning
- Cross-site coordination and teamwork
- EMIS Web (clinic/session/diary setup)
- Patches and Valida platforms
- PCSE liaison and NHS registration processes
Operation Manager in London 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.
