Operations Manager

responsible for the day-to day management of all staff and team leads.

contractual performance. Induct training and manage HR in relation to staff.

software and ensure the optimal

and advanced use of technology to maximise productivity and efficient processes. Maintain practice website and communications

with patients and external agencies.

costing works and reporting to the Partners.

support the Partners for Health and Safety and Infection Control within the

surgery and ensure compliance with all health and safety, employment,

data protection and other relevant legislation.

& Line Management

Direct line management of reception and administrative staff,

including appraisals, performance management, and staff development. Monitoring

and optimising contractual performance. Induct training and manage HR in

relation to staff.

Manage daily rotas, sickness, and planned leave dynamically to

ensure front-of-house and call-handling capacity remain fully covered and

patient wait times are minimised.

Foster a positive, supportive team culture focused on excellent

patient service.

Evaluate existing administrative workflows and identify

operational friction points.

Design, test, and implement practical solutions and new systems

to streamline practice operations.

Conduct regular operational audits to measure the impact of new

processes, tweaking and refining workflows until peak efficiency and safety are

achieved.

Campaign Logistics & Target Management (QOF & Vaccines)

Oversee the logistical planning, booking schedules, and operational delivery of seasonal vaccination campaigns (e.g., Flu, COVID-19,

routine vaccines).

Manage the administrative workflows supporting QOF (Quality and

Outcomes Framework) targets, ensuring call-back and recall schedules run

smoothly.

Routinely monitor administrative output, recall lists, and operational task queues.

Identify areas falling behind targets early, implement operational fixes, and escalate unresolvable systemic issues to the Partners and PBM.

Serve as the primary lead for resolving non-clinical patient complaints and informal feedback.

Investigate issues thoroughly, draft response letters under guidance, and implement operational learnings to prevent repeat issues.

To support IT in the administration of the Clinical System and other software and ensure the optimal and advanced use of technology to

maximise productivity and efficient processes.

Maintain practice website

and communications with patients and external agencies.

Ensure compliance with

Data Protection legislation.

CQC Support

Coordinate day-to-day facilities and premises maintenance

(organising contractors, health & safety checks, routine repairs) reporting

to the Partners and PBM.

Assist the PBM and Clinical Lead Nurses

with ongoing CQC compliance and audit readiness.

To support the PBM in the execution of their role, especially in their absence.

To ensure confidentiality of information (written, oral and electronic) is always preserved whether at or away from work.

To follow practice procedures to ensure that Caldicott Guardian and Security requirements are always met.

To follow procedures to ensure compliance with the Data Protection Act 1998 & GDPR.

To follow all practice protocols concerned with the maintenance of ethical practice.

To be responsible for the day-to-day supervision and management of all reception and admin staff, manage the reception/admin areas and associated functions in accordance with agreed procedures, protocols and time scales, reporting to the Partners as necessary.

To respect, support, contribute for implementing commitment to Diversity and Equality of Opportunity

To deal with complaints promptly and according to organisational protocol when required.

To demonstrate commitment to Continuing Professional Development.

MANAGEMENT SUPPORT

During Practice and Staff meetings, taking minutes, typing them, and actioning any points thought necessary by the Partners or the PBM.

Maintain the Petty Cash: monitored and recorded appropriately.

To aid with the recruitment, induction, and training of new staff.

Keep accurate records of all staff annual and sickness leave and to provide information for payroll purposes each month. (payroll in the absence of the PBM)

Organise staff rotas to ensure adequate staffing levels: In conjunction with the practice co-ordinator, the forward planning of staffing levels e.g. Staff rotas, holiday rotas and ensure that there is adequate staffing to meet the anticipated workload to cover sickness, time in lieu, training days and holidays for staff and ensuring all duties and workload is covered. Periodically with the PBM, review the staff rota and allocation of duties to ensure the organisation is effectively meeting the practice and patient needs.

Be responsible for recording and maintaining the vaccination status including Hepatitis B, Influenza, Covid Vaccination status of all staff.

Maintain an accurate log of resuscitation training of all clinical and non-clinical staff and arrange training every year. Maintain an accurate log of e-learning training of all clinical and non-clinical staff and arrange training every year.

IT SUPPORT AND DATA QUALITY.

To provide support, advice, and training for current and new practice staff in the use of the Clinical System.

To be responsible for the general upkeep of the premises, costing reparations and presenting these to the Partners as requested and within the requested timeframe.

To annually review maintenance contracts held with outside organisations two months before renewal dates, to include quotes from other providers and preparing comparison information for the PBM in time to make changes if appropriate, when required.

To ensure that the practice refrigeration is maintained to the required standard for immunisations/vaccinations and the regular maintenance of this. Auditing that daily temperature monitoring is adhered to.

To undertake premises Risk Assessments as laid down in Standard Operating Procedures and to bring to the attention of the Partners & PM any matters arising from them and then to implement any changes required, according to timescales given to them.

To ensure staff are aware of the importance of maintaining disease registers and assist in the validation process.

To take part in significant event auditing meetings and ensuring that learning outcomes are addressed and followed through with the appropriate staff.

SUPPORT FOR THE PARTNERS

The post holder will support the Partners with any duties they are requested of consummate to their grade.

Be responsible for ensuring the H&S manual is up to date and compliant with current legislation and implementing any changes within one month of notification.

Ensure staff are trained in their responsibilities in H&S.

Elm Tree Surgery is an innovative and forward-thinking GP

Practice, located in Thornaby, Stockton-on-tees.

We have an exciting opportunity

for an accomplished, experienced, and highly motivated Operations Manager, with

a passion for improving patient's care experience, people management and general

practice experience to join our GMS Training practice with a list size of 20,000+.

We have a clinical team of 5 GP Partners, 6 Salaried GPs, Advanced Care Practitioners/Paramedics, a team of Practice Nurses, a Nursing Associate, HCAs, and Phlebotomists.

The clinical team are supported by Management, Admin and Reception.

The focus of the role will be on the effective operational

day to day running of the Practice, Staff Management, Patient engagement and supporting the delivery of a high standard of quality care for our patients.

In addition you will work with the Partnership and Management to deliver and

implement the Practices objectives, contractual requirements, and long-term

strategy.

Qualifications

Experience

Desirable: - Previous experience of managing staff in a GP Practice with practical knowledge of QOF and Primary Care NHS targets.