Operations Manager

You must have good IT skills, QOF management experience and be able to run searches and recalls in EMISweb. You must be detail-oriented, flexible, and willing to get involved in all aspects of the business. The right candidate must be able to multi-task and often work to tight deadlines. Excellent communication skills are a must.

We are looking for someone that can work full-time 8am – 4pm, Monday to Friday. We offer an NHS pension. Salary negotiable based on experience.

You will be responsible for managing a team of 4-6 staff working on QoF and Enhanced Services patient recalls and strategies. You will also be assisting the Practice Manager with the running of the practice and getting involved in all aspects of the business, including HR, Finances, Premises Management, Patient Management etc. This is an exciting role for someone with 2-3 years experience wishing to upscale their skill set.

The Operations Manager is responsible for the effective day-to-day operational management, performance delivery, and strategic development of the Practice. Working closely with the Practice Manager and Partners, the post holder will:

• Lead on operational performance, service delivery, and workforce management, ensuring services are safe, efficient, and responsive.
• Ensure compliance with NHS contractual requirements, ICB priorities, and CQC standards.
• Drive continuous improvement in quality, productivity, and patient access, aligned to national and local priorities.
• Provide visible leadership to the non-clinical workforce, embedding a high-performing, accountable, and patient-centred culture.

The role combines operational leadership with strategic planning and transformation, supporting the long-term sustainability, resilience, and growth of the Practice.

1. Operational Leadership & Organisational Management
   • Oversee the day-to-day operations of the Practice, ensuring safe and effective service delivery.
   • Maintain responsibility for the appointment system, ensuring clinics are planned at least 4 weeks in advance and aligned to demand.
   • Oversee rota management, including clinician sessions, leave, and service availability.
   • Lead on capacity and demand planning, improving patient access and flow.
   • Coordinate staffing levels, including locum cover, ensuring full compliance and onboarding.
   • Ensure efficient and standardised administrative systems and workflows.
   • Act as Deputy to the Practice Manager as required.
2. Performance, Quality & Service Improvement
   • Lead delivery of: Quality and Outcomes Framework - QoF Enhanced Services and local contracts.
   • Monitor and report on: Activity, KPIs, and performance metrics; Patient access and service delivery outcomes.
   • Support clinical teams with: Patient recall systems; Disease register validation; Clinical audit processes.
   • Use data and insights to identify gaps in care and performance.
3. Workforce Management & HR
   • Line manage administrative and reception- Care Navigator teams.
   • Lead on: Recruitment and onboarding; Staff appraisals and performance management; Workforce planning.
   • Ensure compliance with: Mandatory training; Promote staff wellbeing, engagement, and development.
4. Patient Experience & Engagement
   • Assist with Management of Complaints.
   • Use feedback to improve services and patient experience.
   • Oversee the Patient Participation Group.
   • Ensure services are inclusive and responsive to population needs.
5. Governance, Compliance & Risk
   • Ensure compliance with: CQC standards; NHS and ICB contractual requirements.
   • Maintain oversight of: Incident reporting and learning; Support preparation for inspections and audits.
   • Maintain up-to-date policies and procedures.
   • Oversee clinical systems (e.g. EMIS), ensuring: Data quality and accurate coding; Effective reporting and searches.
   • Manage: User access and SMARTCARD compliance; IT systems, telephony, and infrastructure.
   • Ensure compliance with Information Governance and data protection requirements.
   • Provide training and support to staff.
   • Liaise with external IT providers.
6. Finance & Business Operations
   • Support financial management processes, including: Monitoring income streams (QoF, Enhanced Services); Budget tracking and cost control.
   • Assist with: Business planning; Oversee procurement, supplier management, and stock control.
   • Oversee maintenance and safety of premises; Manage contractors, cleaning services, and repairs.
   • Ensure compliance with all Health & Safety legislation.
   • Conduct and maintain: Fire safety checks and evacuation drills; Ensure a safe, clean, and functional environment.
7. External Relationships & Partnership Working
   • Liaise with: ICB; NHS England.
   • Represent the Practice at meetings as required.
   • Support collaborative working and service development.
8. Data Management & Audit
   • Oversee: Patient attendance (DNA) monitoring; Internal audits and reporting.
   • Produce reports to inform operational and strategic decisions.

• Equality, Diversity & Inclusion: Promote equality and inclusivity in all aspects of the role.
• Communication: Maintain effective communication with staff, patients, and external stakeholders.
• Confidentiality: Ensure strict adherence to confidentiality and data protection policies.
• Health & Safety: Comply with Health & Safety requirements and promote a safe working environment.
• Professional Development: Participate in ongoing training, appraisal, and development.

This Job Description may be amended in line with service needs following consultation with the post holder. The post holder may be required to undertake other duties appropriate to the role.

Experience in NHS or GP Practice management; Strong operational and people management skills; Knowledge of QoF, Enhanced Services, and NHS contracts; Experience in performance monitoring and reporting; Experience of creating and running EMIS searches; Understanding of CQC and regulatory compliance; Experience in service improvement or transformation; Knowledge of PCN working and population health.

A minimum of 2 years working at a GP practice assisting or managing the patient recall process, including creating and running EMISweb searches and reports. You will also need experience of managing staff directly and understand HR compliance requirements and CQC.