Operations ManagerNHS

Job summary

Job summary

The Operations Manager will support the Practice Manager in the effective day-to-day running of the practice, with lead responsibility for finance, compliance, estates, premises and health and safety management.

The post-holder will help coordinate practice functionality, manage and motivate staff, support service delivery, and contribute to quality, continuous improvement, learning and development, and regulatory compliance, including CQC requirements.

As this role will have access to a higher level of confidential data in the course of their employment, there is an expectation that the post holder will always maintain the highest level of confidentiality and integrity. Sensitive information could be from either internal sources, or from external partner organisations.

To manage and coordinate all aspects of practice functionality, motivating and managing staff, patient services, premises and health and safety management.

Through innovative ways of working, support the Practice Manager leading the team in promoting ED&I, SHEF, quality and continuous improvement, confidentiality, collaborative working, service delivery, and learning and development, and ensuring the practice complies with CQC regulations.

The post-holder will be an integral part of the general practice team and management team.

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Main duties of the job

The purpose of the role is to:

To support the Practice Manager in the effective operational management of the practice, with specific responsibility for finance, compliance and estates functions.

To ensure robust financial processes are maintained, including invoice management, banking, claims, petty cash, financial reporting and effective financial controls.

To oversee premises, facilities, procurement and health and safety arrangements across both sites, ensuring the practice environment is safe, well maintained and fit for purpose.

To support practice compliance, governance and regulatory requirements, including CQC standards, policies, staff records, professional registers, training and audit activity.

To line manage and support designated staff teams, promoting efficient working, service improvement, shared learning and a positive, professional practice culture.

Provide support to the Practice Manager and deputise for the Practice Manager in their absence alongside the Operations Manager

Job description

Main Duties and Areas of Responsibility

This job description is not exhaustive, and the post holder may be required to undertake other duties and responsibilities appropriate to the role as requested by the management team.

1. Operational Management and Practice Support

The Operations Manager will support the effective day-to-day running of the practice, working closely with the Practice Manager, Partners and wider management team to ensure services are delivered safely, efficiently and in line with practice priorities.

Responsibilities include:

• Support the Practice Manager in the day-to-day operational management of the practice.
• Deputise for the Practice Manager in their absence.
• Ensure staff achieve their primary responsibilities and that services are delivered efficiently and effectively.
• Assist the Management Team and Partners with the implementation of new systems, service changes and developments within NHS primary care.
• Support the compilation of practice reports, development plans and other management information as required.
• Attend and actively participate in practice management meetings and other internal or external meetings relevant to the role.
• Be an integral part of the wider general practice team, supporting shared learning and continuous improvement.
• Undertake associated tasks as directed by the Practice Manager, Partners or Management Team, where reasonable and appropriate to the role.

2. Financial Management & Controls

The Operations Manager will oversee the day-to-day financial administration of the practice, ensuring robust financial systems, accurate records and timely processing of income and expenditure.

Responsibilities include:

• Manage the processing of petty cash, including issuing funds, completing receipts, maintaining spreadsheets, withdrawing and banking cash, and recording transactions on Xero.
• Support claims processes, including sick claims, pharmacy rent, pharmacy electricity, district nurse room claims, annual service charges and other ad-hoc claims.
• Process locum invoices, including preparing letters, scanning pension forms, maintaining spreadsheets and filing documentation.
• Support work to maximise income from Enhanced Services, QOF and other contractual or locally commissioned services.
• Maintain effective working relationships with NHS England, the ICB and other finance-related external bodies.
• Participate in financial audits as required.

3.Staff Leadership, Supervision and Workforce Management

The Operations Manager will provide day-to-day leadership and supervision to the administrative and patient services team, ensuring staff are supported, appropriately deployed and working in line with practice policies and procedures.

Responsibilities include:

• Provide leadership, guidance and day-to-day support to administrative and patient services staff.
• Plan, co-ordinate and monitor staff activities to ensure an efficient service to patients and appropriate support to clinicians.
• Prepare, manage and monitor staff rotas, ensuring appropriate cover for sickness, annual leave and other absences.
• Process and monitor annual leave requests and sickness absence in accordance with practice policy.
• Conduct return-to-work meetings following periods of staff absence, escalating concerns where appropriate.
• Calculate bank holiday entitlement for staff and liaise with the Practice Manager on related matters.
• Ensure staff comply with practice policies, procedures and standards at all times.
• Maintain an overview of staff welfare and support the resolution of staff concerns, disputes, disciplinary and grievance matters in a professional and confidential manner.
• Identify staff training needs and support the delivery of appropriate training.
• Provide mentoring and support for apprentices, new starters and existing team members.

4. Procurement, Purchasing & Supplier Management

The Operations Manager will oversee purchasing and procurement processes, ensuring value for money, appropriate stock levels and reliable supplier arrangements.

Responsibilities include:

• Manage the ordering of office stationery, clinical consumables, couch rolls, paper towels and other routine supplies for both sites.
• Carry out regular stock checks and ensure supplies are ordered in a timely and cost-effective manner.
• Source best-value suppliers and compare prices before placing orders.
• Purchase kitchen items and staff welfare supplies as required, including through online suppliers where appropriate.
• Manage the ordering of larger items such as office chairs, desks, couches, kitchen equipment and replacement furniture.
• Obtain two or three quotes for larger purchases or works, seeking approval before ordering.
• Maintain and update asset registers for furniture, equipment and other practice assets.
• Source quotes for services, equipment, software, uniforms, doors, alarms, cleaners and other operational requirements.
• Liaise with suppliers and contractors to arrange visits, obtain quotes and coordinate approved works.
• Maintain effective relationships with suppliers and ensure issues are followed up promptly.
• Arrange servicing of key equipment and systems across both sites, including:
• Fire alarms
• Intruder alarms
• Fire extinguishers
• Emergency lighting
• Boilers
• Calibration equipment
• PAT testing
• Work with the Practice Manager on major works, building improvements and estates-related projects.
• 5. Compliance, Governance & Risk Management

The Operations Manager will support the practice in meeting its compliance, governance and regulatory responsibilities.

Responsibilities include:

• Support the Practice Manager in monitoring compliance with health and safety legislation.
• Provide leadership and direction to staff in relation to compliance procedures and safe working practices.
• Maintain compliance registers and ensure required actions are tracked and completed.
• Support the reviewing, updating and implementation of practice policies and procedures.
• Maintain personnel files and ensure staff records are held on the HR platform.
• Ensure DBS checks are completed and recorded as required.
• Maintain doctors and nurses professional registers, including GMC/NMC details, indemnity records, revalidation dates and relevant certificates.
• Request and file up-to-date professional certificates and documentation.
• Ensure hazardous waste certificates and other compliance documents are retained and filed appropriately.
• Support the practice in meeting safeguarding responsibilities for adults and children.
• Contribute to clinical governance processes and shared learning.
• Participate in audits as directed.
• Maintain awareness of ICB initiatives and local requirements relevant to practice compliance and service delivery.
• Support local initiatives designed to enhance patient care and service quality.
• Ensure confidentiality is maintained at all times due to access to sensitive financial, HR, patient, staff and business information.

6.Appointment Systems, Access and Capacity Management

The Operations Manager will support the effective management of appointment systems, clinical rotas and patient access arrangements to help ensure appropriate capacity and a responsive service for patients.

Responsibilities include:

• Maintain full working knowledge of all appointment systems, including regular and incidental variations to clinical rotas.
• Monitor the effectiveness of appointment systems and report issues or variations that may affect workload or patient access.
• Work with the Nurse Manager to ensure nurse appointments are booked appropriately by reception staff.
• Provide statistical information relating to appointment systems when required.
• Manage telephone lines and update welcome messages to ensure patients are informed of appointment availability and appropriate service use.
• Work with the Practice Lead, Lead GP and Practice Manager on rota planning where required.
• As and when required ensure appointments are loaded accurately onto the clinical system, with appropriate checks in place.
• Ensure suitable appointment availability is maintained, including appointments bookable in advance where appropriate.

About us

Team Empowerment and Compassionate Care

Empowering our team to thrive, and innovate, so together we provide compassionate, person centred care to our community.

Balancing Tradition and Innovation

Retaining the best of general practice, while embracing change and new approaches that strengthen relationships and continuity for a healthier future.

Education and Learning

Caring for our patients today and every day while nurturing the clinicians of tomorrow, blending clinical excellence with a culture of learning and support.