Practice Operations Lead

• Lead on the delivery of patient services including the management, staffing, training and development, appraisals and day to day supervision of the reception and admin teams.
• Help coordinate the smooth delivery of non-clinical services within the practice.
• Support the implementation and review of practice procedures and administrative processes.
• Monitor operational workflows and identify opportunities to improve efficiency and effectiveness.
• Assist with the organisation and coordination of practice projects and service improvements.
• Support the Practice Manager in maintaining high standards of service delivery.
• Support colleagues in the adoption of new processes and technologies.
• Encourage collaborative working and promote a positive team culture.
• Provide coaching and support to staff in relation to administrative systems and procedures.

• Run and develop searches, reports and recalls using TPP Systm1.
• Analyse and interpret practice data to support service planning and operational improvement.
• Support the maintenance of accurate and high-quality patient records.
• Monitor and improve data quality within Systm1.
• Assist with audits, contract monitoring, and quality improvement activities.
• Produce regular reports and management information as required.

• Support the implementation and optimisation of digital tools and technologies across the practice.
• Work with colleagues to identify opportunities for automation and improved use of existing systems.
• Assist in evaluating new technologies and digital solutions.
• Act as a point of contact for staff requiring support with practice systems and processes.
• Promote digital ways of working that improve efficiency and patient access.

• Support quality improvement projects across the practice.
• Assist in the collection and analysis of data to monitor performance and outcomes.
• Contribute to the development of systems that improve patient experience and administrative efficiency.
• Support compliance with relevant policies, procedures, and information governance requirements.

• Maintain confidentiality at all times in accordance with GDPR, NHS requirements and practice policies.
• Participate in mandatory training and professional development.
• Work flexibly to meet the needs of the practice.
• Undertake any other duties appropriate to the role and grade.

Essential

• Understanding of excellent customer service and patient care principles.
• Understanding of the importance of data accuracy, confidentiality and information governance.
• Good understanding of administrative processes and workflow management.
• Strong IT skills, including Microsoft Office applications, particularly Excel.
• Ability to learn and use new digital systems and technologies effectively.
• Ability to analyse data and present information clearly.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with colleagues, patients and external organisations.
• Excellent organisational and time management skills.
• Ability to prioritise workload and manage competing demands.

Desirable

• Knowledge of primary care services and patient pathways.
• Understanding of NHS contractual requirements, quality indicators and performance monitoring.
• Understanding of clinical coding, data quality improvement and patient recall systems.
• Advanced use of TPP Systm1 including recalls, searches, templates and reporting.
• Experience implementing or supporting digital transformation initiatives.
• Experience using data to identify trends and support service improvement.
• Experience delivering training or presentations.
• Experience leading service improvement initiatives.

Essential

• Experience working in an administrative, operational, customer service or healthcare environment.
• Experience supporting teams and co-ordinating day-to-day activities and workflows.
• Experience using a range of IT systems and software applications.
• Experience producing reports and analysing information to support operational decision-making.

Desirable

• Experience working in General Practice or the NHS.
• Experience supporting staff induction, training or development.
• Experience using TPP 1 and data analysis.
• Experience of audit, quality improvement, service development or project work.