Operational Manager (General Practice)

Lead the reception

team - including performance management and rota planning

Oversee daily

non-clinical operations - including patient registration, document management,

responding to emails, insurance reports and medical reports requests and

referrals

Oversee online

triage request process ensuring that reception deal with as many as possible,

within agreed protocols

Provide operational

support to the Practice Manager and deputise in their absence

telephony system to audit call data, identify peak times, and inform staff

planning and service improvements

Maintain compliance

with CQC, GDPR, NHS England, and local ICB requirements

Manage facilities,

stock, suppliers, and IT systems / equipment

Handle patient

complaints, within agreed protocol, and implement service improvements based on

feedback

Support financial and

performance processes including claims for QOF, LCS, DES, and other

commissioned services

1Coordinate reception meetings and represent the practice with external

stakeholders as required

1Be responsible for medical records management including Subject

access and online records requests

1Coordinate processes and strategies around patient recalls

Purpose of the Role-

Manager will be responsible for the day-to-day managing of the reception team

of the practice, including supporting the reception supervisors.

This individual will

work closely with and provide critical support to the Practice Manager,

stepping up in their absence to maintain business continuity.

Oversee the daily

running of all non-clinical functions, ensuring the practice operates

efficiently and professionally.

Manage appointment

scheduling, online triage requests, patient registration, medical records, and

administrative workflows.

Ensure timely

processing of patient correspondence (e.g. referrals, test results,

prescriptions).

telephony system to manage inbound call data; regularly audit call activity to

identify peak times and share insights with the reception team to improve call

handling and staff allocation.

Oversee patient

recall processes to ensure that they efficient and good progress is made

towards maximum achievement.

Manage the

clinicians appointment schedule and diary management in Medicus

Manage the process

of receiving SARs, insurance and medical report requests and ensure these are

responded to promptly.

Lead, supervise, and support the

reception team, alongside the reception supervisors.

Oversee staff rotas and ensure

appropriate coverage during peak hours

Conduct recruitment, inductions,

training, and performance reviews.

Foster a collaborative and

professional culture within the administrative team.

Promote cost efficiency in stock

and supplier management.

Resource Management

Manage facilities and equipment,

ensuring compliance with health & safety and infection control standards.

Deal with

maintenance issues and arrange repairs and checks as required.

Ensure compliance with GDPR, CQC

standards, NHS England, and ICB requirements.

Maintain and regularly update

internal practice protocols and policies.

Oversee patient-facing services and

support resolution of complaints, alongside the Practice Manager.

Lead initiatives to promote online

services and enhance the patient experience.

Provide clear communication and

support to the reception team based on service usage patterns, including call

volumes identified via the telephone and clinical system.

Improvement & Performance Monitoring

Analyse performance indicators and

patient feedback to identify service improvement opportunities.

Lead and implement service

development initiatives and quality improvement projects.

Ensure effective use of practice IT

systems (e.g. Medicus and Wavenet).

Provide training and support to

staff on use of digital tools and the Surgery telephony system.

Monitor system usage and help drive

improvements through technology.

& Team Coordination

Liaise between clinical and

administrative staff to ensure coordinated care.

Lead reception meetings, including

preparation of agendas and minutes.

Build strong

relationships with external stakeholders including PCNs, ICBs, and suppliers.

We are a well-established training GP Practice with a patient list size of approximately 12,600.

We are proud to have received a Good rating from the CQC and are actively involved in our local Primary Care Network (PCN).

The practice also benefits from the support of Additional Roles Reimbursement Scheme (ARRS) staff employed through the PCN, including clinical pharmacists, social prescribers, and a Mental Health Care Worker. These team members play an integral role in enhancing the quality and breadth of services we offer to our patients.

The practice team are guided by values that prioritise patient care, staff well-being, and continuous improvement. Our key values include respect, dignity, compassion, and a commitment to quality of care.

We foster a collaborative and supportive environment, where everyone feels valued and empowered. Open communication, shared learning, and accountability are central to how we work together to deliver the best possible care to our community.

You will be joining a friendly, experienced team in a well-organised practice environment. We feel that this role would be a good development opportunity, for someone looking to work in practice management.

More information about the practice can be found on our website:

DBS

Qualifications

Essential: - Degree or level 4 equivalent qualification

Desirable: - Management post-graduate diploma

Experience