Operations ManagerNHS

Job summary

Brookfield Park Surgery is looking for an organised, proactive and motivated Operations Manager to join our friendly GP practice team. The role is for 30 hours per week, over 4 days (Monday, Tuesday, Wednesday and Friday).

We are an established Camden GP practice caring for approximately 4,000 patients. We are a training practice, supporting GP registrars and medical students, and are an active member of the North Camden Primary Care Network.

This is an excellent opportunity for someone with good experience of NHS general practice who is looking to develop their career in practice management.

The Operations Manager will play a key role in the leadership and day-to-day running of the practice, overseeing our administrative operations, staff, systems and processes and working closely with the Managing Partner.

Previous management experience is not essential. We would welcome applications from experienced GP practice administrators who have a strong understanding of general practice and are ready to progress into an operational management role.

Applicants should have a good working knowledge of EMIS Web and other GP practice systems, together with a good understanding of HR processes.

The successful candidate will report directly to the Managing Partner and will receive guidance and training as they develop within the role.

Main duties of the job

The Operations Manager will lead and oversee the day-to-day operational running of the practice.

• Leading and coordinating the reception and administrative team.
• Overseeing staffing, rotas, annual leave and sickness.
• Overseeing recruitment, induction, staff training and routine HR processes.
• Ensuring effective practice systems, workflows and administrative processes.
• Overseeing the operational aspects of CQC, governance, health and safety and regulatory compliance.
• Overseeing the administrative delivery of QOF, enhanced services and other NHS contractual requirements.
• Coordinating NHS reporting, claims and routine practice financial administration.
• Overseeing patient services, complaints and feedback.
• Overseeing EMIS Web and other practice IT and digital systems.
• Coordinating the administrative requirements of GP registrars and medical students.
• Overseeing day-to-day premises and operational requirements.
• Liaising with the PCN, ICB and other NHS organisations.

Job description

Operational Management

Lead and oversee the day-to-day operational running of the practice.

Ensure effective administrative systems and workflows are maintained.

Coordinate day-to-day activities across the practice and resolve operational issues.

Identify opportunities to improve efficiency, systems and patient services.

Lead the implementation of agreed changes to operational systems and processes.

Staff and HR

Lead and coordinate the reception and administrative team.

Oversee staff rotas, annual leave, sickness and day-to-day staffing requirements.

Coordinate recruitment, induction and onboarding of new staff.

Oversee staff training and mandatory training requirements.

Maintain appropriate staff and HR records.

Manage routine HR processes in accordance with practice policies and appropriate employment procedures.

Develop responsibility for staff supervision, performance and development, with Managing Partner input where appropriate.

Recognise and escalate complex or significant HR matters to the Managing Partner.

Practice Systems and IT

Oversee the effective use of EMIS Web and other GP practice systems.

Ensure appropriate administrative processes and protocols are maintained.

Oversee the onboarding and system access requirements of new staff and clinicians.

Liaise with NHS IT and other system providers as required.

Help ensure that practice digital systems are used effectively and identify opportunities for improvement.

CQC, Governance and Compliance

Oversee the operational aspects of CQC compliance and readiness.

Ensure relevant practice policies, records and compliance documentation are maintained.

Oversee operational health and safety requirements.

Contribute to information governance, business continuity and other regulatory requirements.

Coordinate administrative actions arising from complaints, significant events and audits where appropriate.

NHS Contracts and Practice Performance

Oversee the administrative delivery of QOF, enhanced services and other NHS contractual requirements.

Coordinate relevant NHS reporting, submissions and claims.

Ensure appropriate administrative systems are in place to support call and recall and other patient-care programmes.

Monitor deadlines and ensure required practice submissions are completed accurately and on time.

Liaise with relevant NHS organisations regarding operational and contractual matters.

Patient Services

Oversee high standards of reception and administrative service to patients.

Manage more complex administrative patient queries and issues.

Coordinate complaints and patient feedback processes, escalating significant matters where appropriate.

Work with the practice team to identify and implement improvements to patient services.

Finance and Administration

Oversee routine practice financial administration.

Coordinate relevant NHS claims, reimbursements and payment processes.

Assist with payroll and other routine financial processes as required.

Maintain accurate records and ensure relevant information is provided to the Managing Partner and external advisers when required.

Premises and Health & Safety

Oversee the day-to-day operational management of the practice premises.

Coordinate maintenance, contractors, supplies and services as required.

Ensure appropriate health and safety processes and records are maintained.

Identify premises or operational issues requiring action and ensure these are addressed or escalated appropriately.

Training Practice

Coordinate the administrative requirements associated with GP registrars and medical students.

Ensure appropriate induction, access, documentation and administrative arrangements are in place for trainees and students.

Liaise with relevant training organisations and clinicians as required.

PCN and External Organisations

Liaise with the North Camden Primary Care Network and other NHS organisations on operational matters.

Coordinate information and administrative requirements arising from PCN and wider NHS initiatives.

Maintain effective working relationships with external organisations, suppliers and service providers.

Service Development

Identify opportunities to improve practice systems and ways of working.

Lead agreed operational improvement projects.

Support the introduction of new services, systems and processes.

Contribute to the ongoing development and efficient running of the practice.

Development of the Role

We do not expect the successful candidate to arrive with experience in every aspect of practice management.

The Operations Manager will be expected to take ownership of the day-to-day responsibilities of the role while receiving guidance and training from the Managing Partner in areas where further knowledge or management experience is required.

Responsibility and autonomy will increase as the post holder develops their knowledge, skills and confidence.

The aim is to develop a capable Operations Manager who can lead the routine operational running of the practice, identify and resolve issues and recognise when matters require clinical, strategic or Managing Partner input.

About us

Brookfield Park Surgery is a well established General Practice based in Camden, serving the local community with a comprehensive range of primary care services.The practice is committed to providing high quality, patient-centred care, supporting the health and wellbeing of its diverse population through accessible, responsive, and coordinated healthcare services.

Our team is made up of experienced GP partner, salaried GPs, Practice Nurse, Health Care Assistant, Allied health professionals, and a dedicated administrative team, all working collaboratively to deliver excellent services. We are a training practice, training both GP registrars and medical students.

As an active member of the North Camden Primary Care Network (PCN), the practice collaborates with neighbouring practices and local partners to enhance access, and improve health outcomes.

The Operations Manager will be well supported by the Managing Partner, and wider surgery team.