Practice Operations Manager

• Oversee the smooth day-to-day operation of the practice.
• Ensure effective management of appointment systems and patient access arrangements.
• Develop and maintain efficient administrative processes.
• Monitor operational performance and identify opportunities for improvement.
• Support implementation of practice policies and procedures.
• Coordinate management and operational meetings as required.

• Provide day-to-day leadership to reception and administrative staff.
• Support recruitment, induction and onboarding activities.
• Manage staff rotas and annual leave arrangements.
• Monitor attendance and support absence management processes.
• Promote staff engagement, wellbeing and professional development.
• Support appraisal and performance review processes.

• Promote high standards of patient service and satisfaction.
• Respond to operational issues affecting patient access and experience.
• Support the management of patient feedback and complaints.
• Identify opportunities to improve service delivery and patient experience.
• Health and Safety
• Act as operational lead for health and safety matters.
• Ensure risk assessments are completed and reviewed.
• Monitor fire safety, COSHH, legionella and other compliance requirements.
• Coordinate emergency procedures and business continuity arrangements.
• Ensure completion of statutory inspections and checks.

• Oversee maintenance and day-to-day management of the practice premises.
• Manage contractors, suppliers and service providers.
• Coordinate equipment servicing and maintenance schedules.
• Maintain premises compliance records.
• Manage security arrangements and access systems.
• Ensure a safe and welcoming environment for patients, visitors and staff.

• Assist with preparation for CQC inspections and compliance activities.
• Support policy review programmes.
• Maintain governance and compliance records.
• Coordinate audits and quality improvement initiatives.
• Assist with monitoring contractual and operational performance targets.

• Maintain effective communication across all staff groups.
• Support practice communication channels including the website and patient information.
• Liaise professionally with external organisations, contractors and stakeholders as required.

• Maintain confidentiality in accordance with GDPR and practice policies.
• Comply with all practice policies and procedures.
• Undertake mandatory training as required.
• Participate in meetings, training and development activities.
• Undertake other duties appropriate to the grade and responsibilities of the role as reasonably required by the Practice Business Manager or GP Partners.

• A supportive leadership team
• Engaged GP Partners
• An experienced Practice Business Manager
• Outsourced payroll, HR, bookkeeping and Health & Safety support
• Strong links with PCN, ICB and local Practice Manager networks
• Opportunities for professional development and career progression

Essential

• Experience in a management, supervisory or team leadership role.
• Experience of managing and supporting staff within a busy working environment.
• Experience of coordinating operational processes and administrative systems.
• Experience of managing competing priorities and meeting deadlines.
• Experience of handling confidential and sensitive information appropriately.
• Experience of resolving problems and implementing practical solutions.
• Experience of delivering high standards of customer or patient service.

Desirable

• Experience within General Practice, Primary Care or the NHS.
• Experience of managing reception, administration or patient-facing services.
• Experience of staff recruitment, induction and probation processes.
• Experience of premises, facilities or contractor management.
• Experience of supporting CQC compliance activities and quality improvement initiatives.
• Experience of rota management and workforce coordination.
• Experience of supporting complaints handling and patient feedback processes.

Essential

• Educated to A-Level standard or equivalent experience.
• Evidence of continuing professional development.
• A recognised management, administration or leadership qualification, or equivalent management experience.

Desirable

• ILM Level 3 or Level 5 in Leadership and Management.
• Qualification in Business Administration, Management or Healthcare Administration.
• Chartered Management Institute (CMI) qualification.
• Health and Safety qualification.
• Customer Service qualification.
• NHS Leadership Academy programme or equivalent leadership development programme.

Essential

• Strong people management and team leadership skills.
• Excellent organisational and time management abilities.
• Ability to manage competing priorities and work effectively under pressure.
• Strong problem-solving and decision-making skills.
• Excellent written and verbal communication skills.
• Ability to build positive working relationships with colleagues, patients and external stakeholders.
• Ability to work independently and use initiative.
• High level of integrity, professionalism and discretion.
• Proficient IT skills, including Microsoft Office applications.
• Commitment to delivering high standards of patient care and customer service.

Desirable

• Experience of clinical systems such as EMIS Web.
• Knowledge of appointment systems and patient access processes.
• Knowledge of NHS digital systems and reporting tools.
• Understanding of health and safety requirements within a healthcare setting.
• Experience of preparing reports, audits or performance information.
• Knowledge of CQC requirements and primary care regulatory standards.