Operations Manager
il y a 2 jours
City of London
Job summary Glebe Road Surgery, an established and highly regarded GP practice in Barnes, is seeking an experienced and motivated Operations Manager to support the day-to-day operational and administrative management of the surgery. Based at Glebe Road Surgery, 1 Glebe Road, Barnes, London, SW13 0DR, this is an excellent opportunity to work closely with the GP Partners, clinical team, and administrative staff to help ensure the smooth and efficient running of the practice. The Operations Manager will play a key role in overseeing daily practice operations, staff coordination, workflow management, patient services, compliance, and operational performance, while helping to maintain a positive and well-organised working environment. The role will also support ongoing service improvement initiatives and operational processes across the surgery. This opportunity would suit someone with strong organisational and leadership skills, experience within NHS primary care or healthcare operations, and a proactive, hands-on approach to problem-solving and team management. Experience with rota management, HR processes, patient services, and CQC compliance would be advantageous. Main duties of the job The Operations Manager will support the smooth day-to-day running of Glebe Road Surgery, overseeing operational processes, staff coordination, patient services, and administrative performance across the practice. The role will involve supporting compliance, HR processes, workflow management, and service improvement initiatives while ensuring a high standard of patient care and operational efficiency. Working closely with the GP Partners and wider team, the post holder will help maintain a well-organised, patient-focused environment and contribute to the ongoing development and performance of the practice. About us Glebe Road Surgery is a well-established GP practice based in Barnes, South West London, providing high-quality primary care services to the local community. Located at 1 Glebe Road, SW13 0DR, the practice offers a wide range of NHS healthcare services delivered by a dedicated multidisciplinary team focused on patient-centred care. The surgery is committed to delivering accessible, efficient, and compassionate healthcare while maintaining high clinical and operational standards. Working collaboratively across clinical and administrative teams, Glebe Road Surgery continues to support the health and wellbeing of its patient population through continuous service improvement and a strong community-focused approach. Job description Job responsibilities Operational Leadership • Oversee the day-to-day operational management of the practice., • Ensure the smooth running of all clinical and non-clinical services., • Monitor operational performance against agreed objectives and KPIs., • Lead service improvement initiatives to improve patient access, patient experience, and operational efficiency., • Support the implementation of new services, pathways, and NHS initiatives., • Deputise for the Practice Manager where required. Workforce Management • Manage reception, administration, secretarial, and support teams., • Ensure staffing levels are maintained to meet service demand., • Lead recruitment, onboarding, induction, and retention activities., • Conduct appraisals, performance reviews, return-to-work meetings, and staff development reviews., • Manage employee relations issues in line with practice policies and employment legislation., • Develop workforce plans to support future service requirements. CQC Compliance and Governance • Lead on CQC readiness and compliance across all key lines of enquiry (KLOEs)., • Maintain evidence portfolios to support inspections and audits., • Ensure all policies, procedures, risk assessments, and governance documents remain current and compliant., • Coordinate responses to CQC inspections and action plans., • Support the practices quality assurance framework., • Ensure compliance with NHS England, ICB, CQC, and contractual requirements. Patient Access and Service Delivery • Monitor appointment capacity and patient access performance., • Support implementation of Modern General Practice Access principles., • Ensure effective management of reception and patient-facing services., • Monitor patient feedback, complaints, incidents, and compliments., • Lead actions arising from patient surveys and Friends & Family Test results., • Work collaboratively with clinicians to improve service delivery. Quality Improvement and Performance • Lead operational audits and quality improvement programmes., • Monitor achievement of Quality and Outcomes Framework (QOF) targets., • Support delivery of Enhanced Services and Local Incentive Schemes., • Produce performance reports and operational dashboards., • Analyse activity and demand data to support decision-making. Financial and Contractual Support • Support budget monitoring and financial planning., • Ensure effective utilisation of practice resources., • Assist with contract monitoring and NHS reporting requirements., • Support claims submission and performance reporting relating to enhanced services., • Identify opportunities for operational efficiencies and cost savings. Information Governance and Compliance • Actively support compliance with: o Data Protection Acto UK GDPR o Information Governance requirements o NHS Digital standards o Safeguarding legislation o Health and Safety regulations • Ensure mandatory training compliance across all staff groups., • Support incident reporting and significant event processes. PCN and External Relationships • Develop strong relationships with: o Integrated Care Boards (ICBs) o Primary Care Networks (PCNs) o NHS England o Community providers o Secondary care providers o Local authorities o External contractors and suppliers • Represent the practice at meetings when required., • Support collaborative working across the PCN and wider healthcare system. Business Continuity and Risk Management • Maintain and regularly review business continuity plans., • Lead operational responses to service disruptions., • Ensure appropriate risk management processes are in place., • Maintain organisational risk registers and action plans. Person Specification Qualifications Essential • Educated to degree level or equivalent experience., • Evidence of continuing professional development., • Management qualification or equivalent operational management experience. Experience Essential • Minimum 3 years experience in an operational leadership role within UK healthcare., • Experience working within General Practice, Primary Care, PCN, NHS, or healthcare environments., • Experience managing multidisciplinary teams., • Experience leading operational service improvements., • Experience supporting CQC compliance and inspections., • Experience managing staff performance and workforce issues., • Experience working with NHS contracts and performance targets. Essential Knowledge Essential • Understanding of NHS Primary Care structures and funding mechanisms., • Knowledge of CQC regulations and inspection frameworks., • Understanding of QOF, Enhanced Services, and NHS contractual requirements., • Knowledge of Information Governance and GDPR., • Understanding of safeguarding requirements., • Knowledge of workforce management and employment legislation. Essential Skills Essential • Strong leadership and people management skills., • Excellent communication and stakeholder engagement abilities., • Ability to analyse operational data and produce reports., • Strong organisational and project management skills., • Excellent problem-solving and decision-making abilities., • Ability to work under pressure and manage competing priorities.
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