Operations Manager

Deputise for the Practice Manager in their absence, providing operational leadership, and ensuring continuity of day-day management and attendance at meetings as appropriate. Contribute to practice wide operational planning and decision making alongside the Practice Manager and GP partners, ensuring operational processes support clinical, contractual and strategic objectives. Providing visible leadership to administrative and reception teams, modelling professional standards, promoting a positive working culture and continuous improvement. Design and continually refine the appointment system (urgent and routine) in line with patient need and in consultation with the GP partners. Monitor daily and weekly demand against capacity across all clinician types (GP, nurses, HCA, paramedic and other healthcare professionals) and adjust rotas accordingly. Provide day-to-day line management, supervision and support to the administrative teams, including induction, training, appraisal and performance management. Manage staff annual leave, sickness absence reporting and return-to-work processes. Coordinate administration of clinical team rotas, ensuring schedules meet requirements set by the GP partners. Ensure all staff mandatory training is up to date. Support the Practice Manager with disciplinary, grievance and capability processes for practice staff, escalating issues appropriately. Oversee practice premises, equipment and supplier relationships (cleaning, maintenance, stationery, clinical waste, etc.). Act as first point of contact for clinical system (SystmOne) and telephony issues, liaising with IT support and the ICB as required. Ensure health and safety, fire safety and infection control policies are implemented and maintained on a day-to-day basis. Maintain business continuity and emergency procedures for the building and operational systems. Carry out or coordinate workplace risk assessments and act as a nominated fire warden, escalating significant risks to the Practice Manager. Manage day-to-day handling of patient complaints, feedback and significant events relating to operational matters, in line with practice policy. Escalate high risk complaints to the Practice Manager. Support CQC readiness by ensuring operational evidence (policies, training records, incident logs) is current, accurate and accessible. Maintain an oversight of QOF and LCS provision to ensure the targets are met in an efficient and well-planned way. Liaise with GP partners on changes to appointment systems, triage models or rota structures, particularly where these affect clinical workload. Support the practice team in reviewing and implementing practice policies and protocols, ensuring conformance to extant legislation. Job description Job responsibilities Deputise for the Practice Manager in their absence, providing operational leadership, and ensuring continuity of day-day management and attendance at meetings as appropriate. Contribute to practice wide operational planning and decision making alongside the Practice Manager and GP partners, ensuring operational processes support clinical, contractual and strategic objectives. Providing visible leadership to administrative and reception teams, modelling professional standards, promoting a positive working culture and continuous improvement. Design and continually refine the appointment system (urgent and routine) in line with patient need and in consultation with the GP partners. Monitor daily and weekly demand against capacity across all clinician types (GP, nurses, HCA, paramedic and other healthcare professionals) and adjust rotas accordingly. Provide day-to-day line management, supervision and support to the administrative teams, including induction, training, appraisal and performance management. Manage staff annual leave, sickness absence reporting and return-to-work processes. Coordinate administration of clinical team rotas, ensuring schedules meet requirements set by the GP partners. Ensure all staff mandatory training is up to date. Support the Practice Manager with disciplinary, grievance and capability processes for practice staff, escalating issues appropriately. Oversee practice premises, equipment and supplier relationships (cleaning, maintenance, stationery, clinical waste, etc.). Act as first point of contact for clinical system (SystmOne) and telephony issues, liaising with IT support and the ICB as required. Ensure health and safety, fire safety and infection control policies are implemented and maintained on a day-to-day basis. Maintain business continuity and emergency procedures for the building and operational systems. Carry out or coordinate workplace risk assessments and act as a nominated fire warden, escalating significant risks to the Practice Manager. Manage day-to-day handling of patient complaints, feedback and significant events relating to operational matters, in line with practice policy. Escalate high risk complaints to the Practice Manager. Support CQC readiness by ensuring operational evidence (policies, training records, incident logs) is current, accurate and accessible. Maintain an oversight of QOF and LCS provision to ensure the targets are met in an efficient and well-planned way. Liaise with GP partners on changes to appointment systems, triage models or rota structures, particularly where these affect clinical workload. Support the practice team in reviewing and implementing practice policies and protocols, ensuring conformance to extant legislation.