Operations Manager

Job description

About

The Operations Manager will work closely with, and deputise for, the Practice Manager, taking responsibility for the effective day-to-day operational management of The Boulevard Medical Practice across both sites and supporting its ongoing development. 1. Management and Operational Leadership Oversee the daily operational running of both practice sites, ensuring services operate efficiently and effectively. Deputise for the Practice Manager when required, undertaking delegated responsibilities and attending meetings. Support the Practice Manager and GP Partners with operational planning, strategic objectives and service development. Identify opportunities to improve efficiency, productivity, patient access and patient experience. Oversee the implementation of new systems, processes and operational changes. Monitor operational pressures, resolve issues and maintain effective service delivery. Work collaboratively with the PCN, local practices, NHS organisations and external partners. Promote teamwork, accountability and continuous improvement. 2. Human Resources and Workforce Management Support the Practice Manager with HR matters, ensuring compliance with employment legislation and practice policies. Support recruitment, selection, induction, training and staff development. Directly line manage the Reception Manager, including supervision, appraisals, performance management and development. Oversee the administrative function of the Patient Services Team, ensuring Senior Patient Services Advisors are supported, workloads are monitored and training needs are addressed. Support the wider management and team leadership structure. Monitor staff attendance, sickness absence, annual leave and workforce requirements. Support disciplinary, grievance, capability and other employee relations matters alongside the Practice Manager. Maintain accurate and confidential staff records. Oversee workforce planning, staffing levels, rotas and cover arrangements across both sites. Monitor staff wellbeing, engagement and morale, supporting retention and succession planning. 3. Finance and Budget Management Assist with practice budgets, expenditure monitoring and financial reporting. Monitor operational spending and identify opportunities for cost savings and value for money. Oversee purchasing, procurement, supplier invoices and payment processes. Maintain oversight of petty cash, cash handling and patient payment arrangements. Support monitoring of NHS income streams, contractual payments, enhanced services and financial claims. Liaise with payroll providers and support payroll administration. Provide financial information and updates for the Practice Manager and GP Partners. 4. Premises, Facilities and Health and Safety Oversee the management of both practice premises, ensuring buildings are safe, clean, secure, accessible and maintained. Coordinate maintenance, repairs, servicing and statutory inspections. Maintain planned preventative maintenance schedules and compliance records. Manage relationships with landlords, contractors and service providers. Oversee premises contracts, insurance, warranties and service agreements. Coordinate building works, refurbishments and improvements. Undertake premises inspections and ensure identified issues are addressed. Maintain oversight of health and safety, risk assessments, accident reporting and workplace safety. Ensure fire safety, infection prevention and control, cleaning, waste management and environmental requirements are maintained. Oversee equipment maintenance and replacement arrangements. Identify opportunities to improve premises utilisation and support service development. 5. IT, Digital Systems and Information Governance Oversee practice IT systems, software, hardware and digital services. Liaise with IT providers and NHS digital teams to resolve technical issues. Manage staff system access, permissions and account arrangements. Maintain oversight of SystmOne and other practice digital systems. Oversee the practice website and digital communication channels. Support the introduction of new technology and ensure staff receive appropriate training. Maintain oversight of IT contingency arrangements and business continuity processes. Work with the Practice Manager and Information Governance Lead to support data protection, confidentiality and information security compliance. Support completion of the Data Security and Protection Toolkit and relevant requirements. 6. CQC, Regulatory Compliance and Governance Support the Practice Manager in ensuring compliance with CQC, NHS and other regulatory requirements. Maintain oversight of operational compliance and address identified gaps. Ensure policies, procedures, protocols and guidance are maintained, reviewed and accessible. Maintain compliance trackers and registers covering policies, risk assessments, training, premises and equipment. Coordinate actions arising from inspections, audits and external assessments. Support preparation of CQC evidence and regulatory documentation. Maintain governance records, action plans and evidence of compliance. Support the practice risk register and escalate significant operational risks. Promote a culture of openness, accountability, learning and continuous improvement. 7. Performance Management and Quality Improvement Monitor operational performance and identify areas for improvement. Maintain oversight of key performance indicators, including telephone access, appointment availability, waiting times, administrative backlogs and DNA rates. Support monitoring of QOF, enhanced services and contractual requirements. Ensure patient recall and administrative systems operate effectively. Coordinate audits, quality improvement projects and service development initiatives. Monitor actions arising from audits, complaints and significant events. Analyse performance information and provide reports to the Practice Manager and GP Partners. Identify recurring operational issues and implement improvements. Encourage staff involvement in service improvement. 8. Patient Experience, Complaints and Feedback Oversee the operational management of patient feedback and complaints in accordance with practice procedures. Act as a management escalation point for patient concerns and complaints. Ensure complaints are acknowledged, investigated and responded to within appropriate timescales, working with relevant clinicians and the Practice Manager. Identify complaint themes and ensure learning and improvement actions are implemented. Support the development and maintenance of the Patient Participation Group (PPG). Encourage patient engagement through surveys, the Friends and Family Test and other feedback mechanisms. Ensure patient-facing information is accurate, accessible and regularly reviewed. 9. Day-to-Day Practice Operations Oversee the effective daily running of both sites, working closely with the Reception Manager and wider management team. Ensure appropriate staffing, clinical cover and administrative support arrangements. Oversee clinical and administrative rotas and identify staffing gaps. Monitor administrative workloads, correspondence, workflow tasks, emails and patient requests, ensuring outstanding work is appropriately allocated and completed. Maintain effective communication across the practice and ensure relevant NHS, ICB and PCN updates are shared. Oversee opening and closing arrangements, procurement, supplies and stock levels. Coordinate locum arrangements, including booking, induction and documentation. Oversee third-party room usage and external service providers. Maintain a welcoming and professional environment across both sites. 10. Business Continuity and Emergency Preparedness Maintain and regularly review the practice Business Continuity Plan with the Practice Manager. Ensure emergency contact lists and escalation arrangements are accurate. Coordinate operational responses to incidents, including power failures, water supply issues, building damage and IT outages. Ensure contingency arrangements support the continuation of essential patient services. Liaise with contractors, utility providers and NHS organisations during incidents. Ensure staff understand their emergency responsibilities and participate in relevant training. Record incidents, actions and lessons learned, ensuring improvements are implemented. 11. Communication, Meetings and Reporting Maintain effective communication between clinical and non-clinical teams, management and external organisations. Attend and contribute to management, operational, PCN and other relevant meetings. Prepare operational reports and updates for the Practice Manager and GP Partners. Ensure meeting actions are allocated, monitored and completed. Communicate operational changes, procedures and important updates to staff. Provide regular updates to the Practice Manager regarding operational performance, workforce, premises, finance and emerging risks. General Responsibilities Maintain confidentiality and comply with data protection and information governance requirements. Undertake mandatory training and maintain an understanding of practice policies and procedures. Promote equality, diversity, inclusion and a respectful working environment. Support shared learning and the development of colleagues. Undertake other duties appropriate to the role and level of responsibility as reasonably requested by the Practice Manager or GP Partners. Duties may be varied from time to time in accordance with the needs of the practice, without changing the general nature or level of responsibility of the post.