Deputy Operations Manager

• Assistant to Practice Operations Manager
• Working with the Management Team, plan and co-ordinate the recruitment, induction and training of new staff.
• To assist in the preparation of a work rota for the doctors and arrange locum cover when necessary.
• To be responsible for the organisation of the reception staff rota, manage Annual leave requests, ensuring adequate cover during periods of staff sickness or leave during all opening hours.
• To ensure that all practice staff are aware of the need for confidentiality, both of patient and practice information.
• Evaluating, organising and overseeing the staff induction programme.
• Working with the Reception Manager/Team Leaders to Line managing the administrative team, being responsible for timely and accurate appraisals and first line support for disciplinary and grievances.
• Recruitment, induction and training of new administrative staff and locum cover
• Practice statistics and feedback collection/analysing data
• Oversee and organise the workload in reception
• Arrange, attend and minute administrative staff meetings

• Registrations (alongside Reception Management/Team Leaders)
• Workflow Management
• Training and development of administrative staff
• Lead IT alongside the Management Team.
• Medical Report and Non-NHS Work Management
• Have full understanding of appointment system
• Have a working knowledge of all software and hardware
• Train staff in use of practice systems
• Reviewing and updating clinical templates ensuring they relate to current practice
• Ensure communication systems are running smoothly, clinicians, reception and administration staff are kept fully informed of changes in procedures
• Assist with production and upkeep of practice standard operating procedures
• Act as a central source of information

• Supporting the practice operations manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
• Working as part of the Senior Leadership team, provide leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times
• Overseeing systems to ensure compliance with CQC regulations and standards
• Brief Practice and Business Manager on performance levels, advising actions to ensure high achievement across all areas
• Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare
• Develop and implement streamlined administrative procedures to enhance efficiency and productivity.
• Utilise phone systems for efficient communication and coordination.
• Manage office supplies, equipment maintenance, and facilities to support daily clinic operations.
• Ensure accurate record-keeping and data management, including patient records and administrative documents.
• Alongside the Team Leaders, oversee all reception duties, including patient check-ins, appointment bookings, repeat prescription requests, external / internal emails and handling general enquiries.
• Ensure that reception processes are carried out efficiently and consistently, with a strong focus on patient confidentiality and excellent customer service.
• Deal with verbal complaints or concerns in a calm, professional manner. Handle patient complaints or difficult situations with sensitivity and professionalism, escalating to the Practice Manager where appropriate.
• Act as the main point of contact between the reception team and the wider practice team, including GPs, nurses, and management.
• Liaise with external services such as pharmacies, community care teams, and secondary care providers where appropriate.
• Support the Business Manager and Practice Manager in maintaining compliance with policies, procedures, and CQC standards.
• Identify learning and development needs within the team and help arrange appropriate training opportunities.
• Alongside the Reception Manager / Team Leader, Lead, supervise, and support the reception team on a day-to-day basis.
• Encourage a positive, professional, and cohesive team culture.
• Monitor workload and workflows to ensure efficiency and equitable task distribution.
• Ensure that reception processes are consistent, secure, and compliant with data protection and confidentiality guidelines.
• Assist the Management team with administrative tasks, audits, and reporting.

• Where appropriate, deputise for the Reception Manager
• Along with the Leadership team, supervise reception staff to ensure a welcoming and efficient front desk environment.
• Address any issues or concerns raised by patients or visitors in a timely and professional manner.
• Identify areas for improvement in reception services and recommend or implement changes.

Essential

• We are looking for an organised, confident and solutions-focused manager who can take ownership of operational challenges and bring people with them through change.
• Previous experience in an operations or Team Leader role in a GP surgery setting.
• Experience of managing and developing teams.
• Strong organisational and workload-management skills.
• Experience of monitoring performance.
• A good understanding of healthcare operational processes.
• Experience of improving systems and processes.
• Strong communication and interpersonal skills.
• The confidence to challenge constructively and make informed decisions.
• Excellent problem-solving and prioritisation skills.
• Strong IT and people management skills.
• An understanding of CQC, NHS contractual and healthcare governance requirements.
• Experience with Emis and primary care is essential