Operations Lead

This role leads the operations of Cockfosters Medical Centre, a GP practice across two sites, overseeing the reception and admin teams while working alongside the Practice Manager. The core of the work is managing the rota and cover, supervising staff, and keeping the practice compliant with governance and CQC standards. It also covers patient demand, premises, call and recall programmes and IT systems. Candidates need several years of GP practice administration and strong working knowledge of EMIS and DOCMAN.

What the job involves

• Lead, motivate and manage the reception teams across both sites
• Manage the reception and admin rota, including covering gaps at short notice
• Oversee mandatory training and development of staff
• Record unplanned absences and carry out return-to-work reviews for reception staff
• Ensure governance and compliance, including CQC-aligned policies, audits and risk management
• Manage complaints and safeguarding administrative processes
• Analyse patient demand and work to improve access and reduce waiting times
• Oversee premises, equipment, stock control and security
• Run call and recall programmes such as QOF, cervical cytology and childhood immunisation
• Act as local administrator for IT systems and liaise with the IT service desk
• Oversee administrative systems including post, coding, eRS and pathologyOrganise staff meetings and at least three annual Patient Participation Group meetings

Experience

• 3-5 years' experience in GP practice administration

Skills & knowledge

• Excellent knowledge of EMIS and DOCMAN
• Leadership skills
• Exceptional interpersonal skills

Nice to have

• Experience at management level

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