Operations Manager

Due to internal staff changes, we would like to appoint an experienced Operations Manager to support the Business Manager and Deputy Practice Manager with the day to day running of the practice.

This is an exciting opportunity to be part of a well-established and supportive team at our high performing, forward thinking practice.

Main duties of the job

Key Responsibilities:

• Support with overseeing the practice's operational processes, ensuring all services are delivered efficiently and cost-effectively.
• Handle complex queries from staff, patients and external stakeholders.
• Ensure compliance with healthcare regulations and policies, including GDPR and health & safety standards.
• Act as lead for the practice with all IT and telephony matters.

About us

We are a busy GP practice in the charming town of Kenilworth with a patient list size of approx. 16,000 patients and growing.

We are rated Outstanding by CQC, Accredited by Healthwatch, RCGP research ready, NHSE Military Veterans and highly rated on NHS choices and the Annual Patient GP survey.

We are maximum achievers in the Quality Outcomes Framework and have a strong innovative background.

Job responsibilities

This role is vital in supporting the senior management team and ensuring the smooth running of administrative processes within the practice. You will oversee key administrative functions, assist with HR and compliance tasks, and act as a point of contact for staff and patient queries.

Administrative Support

• Assist the Business Manager and Deputy Practice Manager with their workload, including diary management, correspondence, preparing reports and spreadsheets, collection of data and monitoring key deadlines.
• Maintain accurate records, ensuring that patient and practice data is up to date and compliant with NHS and CQC regulations.
• Handle sensitive information confidentially and in line with GDPR.
• Prepare meeting agendas, take minutes, and follow up on action points.

HR & Staff Support

• Assist with recruitment processes, including job postings, shortlisting, and arranging interviews.
• Help maintain staff records, including training logs, sickness/absence records, and appraisals.
• Support induction and onboarding processes for new staff.
• Monitor compliance with mandatory training requirements.

Patient & Operational Support

• Ensure efficient management of patient correspondence, including referrals, results, and complaints.
• Support the implementation of NHS and CQC compliance requirements.
• Oversee stock control and ordering of office and clinical supplies.

IT & Systems Management

• Assist with the maintenance and development of clinical systems (e.g., EMIS and Docman).
• Support the practice with advances in IT, e.g. AI solutions, digital triage etc.
• Be the first point of contact to troubleshoot IT and telephony issues in the practice, liaising with service providers as needed.
• Support new and existing staff with IT set up including new user accounts, resetting passwords, smartcard management and linking of accounts.
• Maintenance of practice website and lead for social media communication.

Finance & Reporting

• Assist with financial administration, including invoicing, payroll support, and expense tracking.
• Support the preparation of reports for practice meetings and regulatory inspections.

In addition to the responsibilities outlined above, the Operations Manager may be required to undertake other duties as deemed appropriate by the Business Manager or Partners. These duties will be in line with the nature of the role and may evolve over time to meet the needs of the practice.

Person Specification

Qualifications

• A good standard of education including GCSEs (or equivalent) in English and Maths (Grade C/4 or above).
• A relevant qualification in Business Administration or a related field.
• Further qualifications in Healthcare Administration.

Experience

• Previous experience in an administrative role within a GP practice, NHS, or healthcare setting.
• Experience supporting senior management with administrative tasks.
• Knowledge of NHS policies, CQC requirements, and GDPR compliance.
• Experience handling sensitive and confidential information.
• HR administration, including recruitment, training records, and compliance tracking.
• Financial administration experience (e.g., invoicing, payroll support).

Skills and Knowledge

• Excellent organisational and time management skills.
• Ability to prioritise workload and meet deadlines in a busy environment.
• Knowledge of GP Practice clinical systems (e.g., EMIS & Docman).
• Ability to handle and resolve patient and staff queries professionally.
• Minute-taking and report preparation experience.
• Understanding of NHS complaints handling processes.

Personal Attributes

• High level of professionalism and confidentiality.
• Strong interpersonal and communication skills.
• Proactive and adaptable approach to work.
• Ability to work independently and as part of a team.
• Commitment to continuous learning and professional development.
• Calm and efficient under pressure.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.