Operations Manager

Patient Flow & Access Design and continually refine the appointment system (urgent and routine appointments) in line with national requirements and after consultation with the partners Monitor daily and weekly demand against capacity across all clinician types (GP, nursing, HCA, paramedic, pharmacist, physiotherapist) and adjust rotas accordingly. Monitor DNA rates and oversee reminder systems; identify and act on patterns in non-attendance. Produce regular reporting on appointment utilisation, time-to-third-available-appointment and escalate risks to the Business Manager and partners. Support the development and day-to-day management of digital access channels (online consultation/triage tools, NHS App,) Staff & Rota Management Oversee rotas for the patient services team ensuring adequate cover at peak times and during absence. Provide day-to-day line management, supervision and support to the Patient Services Team Lead and administrative teams, including supervision of induction, training, appraisal and performance management. Lead recruitment processes for operational/administrative roles, in conjunction with the Business Manager. Manage staff annual leave, sickness absence reporting and return-to-work processes. Coordinate administration of clinical team rotas, ensuring rota schedules meet requirements set by the partners Support the Business Manager with disciplinary, grievance and capability processes for operational/administrative staff, escalating as appropriate. Facilities, IT & Systems 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. Carry out or coordinate workplace risk assessments and act as a nominated fire warden, escalating significant risks to the Business Manager. Quality, Compliance & Patient Experience Manage the 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 business manager. Support CQC readiness by ensuring operational evidence (policies, training records, incident logs) is current and accessible. Maintain an oversight of QOF and LCS provision to ensure that the surgery meets its targets in an efficient and well planned way Promote a positive patient experience across all front-of-house and administrative touchpoints. Working Relationships Report regularly to the Business Manager on operational performance, risks and staffing matters. Liaise with GP partners on changes to appointment systems, triage models or rota structures, particularly where these affect clinical workload. Other Duties This job description reflects the current requirements of the post. As duties and responsibilities change, the job description will be reviewed and amended in consultation with the post-holder. The post-holder may be required to undertake other duties as may reasonably be required, commensurate with the level and nature of the post Job description Job responsibilities Patient Flow & Access Design and continually refine the appointment system (urgent and routine appointments) in line with national requirements and after consultation with the partners Monitor daily and weekly demand against capacity across all clinician types (GP, nursing, HCA, paramedic, pharmacist, physiotherapist) and adjust rotas accordingly. Monitor DNA rates and oversee reminder systems; identify and act on patterns in non-attendance. Produce regular reporting on appointment utilisation, time-to-third-available-appointment and escalate risks to the Business Manager and partners. Support the development and day-to-day management of digital access channels (online consultation/triage tools, NHS App,) Staff & Rota Management Oversee rotas for the patient services team ensuring adequate cover at peak times and during absence. Provide day-to-day line management, supervision and support to the Patient Services Team Lead and administrative teams, including supervision of induction, training, appraisal and performance management. Lead recruitment processes for operational/administrative roles, in conjunction with the Business Manager. Manage staff annual leave, sickness absence reporting and return-to-work processes. Coordinate administration of clinical team rotas, ensuring rota schedules meet requirements set by the partners Support the Business Manager with disciplinary, grievance and capability processes for operational/administrative staff, escalating as appropriate. Facilities, IT & Systems 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. Carry out or coordinate workplace risk assessments and act as a nominated fire warden, escalating significant risks to the Business Manager. Quality, Compliance & Patient Experience Manage the 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 business manager. Support CQC readiness by ensuring operational evidence (policies, training records, incident logs) is current and accessible. Maintain an oversight of QOF and LCS provision to ensure that the surgery meets its targets in an efficient and well planned way Promote a positive patient experience across all front-of-house and administrative touchpoints. Working Relationships Report regularly to the Business Manager on operational performance, risks and staffing matters. Liaise with GP partners on changes to appointment systems, triage models or rota structures, particularly where these affect clinical workload. Other Duties This job description reflects the current requirements of the post. As duties and responsibilities change, the job description will be reviewed and amended in consultation with the post-holder. The post-holder may be required to undertake other duties as may reasonably be required, commensurate with the level and nature of the post