Practice Operations Lead

This role sits alongside the Engagement Manager. Both are expected to maintain working knowledge of each other's key functions to provide cover during absence. All processes must be documented to a standard that enables another team member to step in seamlessly. Finance & Income Management • Submit all NHS income claims accurately and on time QOF, DES, LES, CQRS, Open Exeter, vaccinations and immunisations, and all locally commissioned services. • Maintain a live submissions and claims calendar with RAG status visible at all times no submission deadline to be missed. • Prepare the practice budget and produce monthly variance reports. • Track locum costs and reconcile against budget each month. • Monitor PCN funding streams, including ARRS and IIF, and ensure the practice maximises its full entitlement. • Manage petty cash. • Ensure supplier invoices are processed and expenditure is monitored within agreed limits. • Ensure the practice accountant receives accurate and timely management information to support year-end and financial planning. • Ensure no income is lost through late, missed, or inaccurate submissions. Payroll • Submit staff hours for the previous month's work to the payroll provider within the first 5 working days of each month, ensuring overtime, additional sessions, locum/bank hours, and contract changes are captured accurately and processed on time. • Process all joiners and leavers ensuring starters are set up correctly and leavers are removed promptly. • Submit NHS Pension returns accurately and to deadline. • Carry out variance checks on payroll output and check payslips for accuracy before release to staff. • Ensure all statutory payments are correctly calculated and processed SSP, SMP, and SPP. • Manage HMRC compliance obligations RTI submissions, P60s, and P11Ds. • Manage locum and bank/agency staff payroll, approving timesheets before submission. Enhanced Services & Commissioned Income • Maintain a live enhanced services claims calendar covering all DES, LES, and locally commissioned services with deadlines and submission status visible at all times. • Submit all enhanced service claims accurately and on time no income to be lost through late or missed submission. • Monitor delivery against service specifications throughout the year, not just at claim deadlines flagging risks early. • Reconcile payments received against claims submitted and query any discrepancies with the ICB or NHS England promptly. • Identify new enhanced service opportunities or local schemes and bring these to partners for consideration. • Ensure the practice meets its obligations for PCN-level services and receives its full entitlement. • Ensure clinical and administrative staff understand what is required of them to deliver each service specification. Governance & CQC • Maintain the practice risk register kept live and reviewed regularly. • CQC compliance and inspection readiness are shared responsibilities between the Practice Operations Lead and Engagement Manager. • Manage all CQC registration obligations keeping registration details current and ensuring all notifiable events are submitted without delay. • Ensure the practice is inspection-ready at all times maintaining the CQC evidence portfolio and running regular internal readiness checks against the current inspection framework. • Ensure the practice responds to all patient safety alerts, including NHS England and MHRA alerts, within required timescales and evidences compliance. • Ensure the clinical audit programme is coordinated, results are acted on, and re-audits are completed. • Maintain the policy schedule ensuring all policies are reviewed, updated, and ratified on time with nothing lapsing. • Ensure mandatory training compliance is tracked across all staff and gaps are escalated promptly. • Manage the governance of partner and clinical meetings agendas issued in advance, minutes accurate and timely, action logs maintained and followed up. Information Governance & Data Security • Submit the annual Data Security and Protection Toolkit (DSPT) accurately and on time. • Ensure all staff complete IG training within required timescales and maintain the compliance register. • Manage data breaches and near-misses logging, investigating, and reporting to the ICO where required. • Ensure data processing agreements (DPAs) are in place with all third-party suppliers and that none lapse. • Ensure Data Protection Impact Assessments (DPIAs) are completed, reviewed, and documented for all new products, systems, data flows, and AI tools before implementation, with risks escalated and mitigations tracked through to completion. • Ensure the practice privacy notices, data retention schedules, and subject access request processes are current and compliant. • Manage subject access requests (SARs) and Freedom of Information (FOI) requests within statutory timescales. • Ensure new starters receive IG induction and that all staff adhere to IG policies and acceptable use requirements. Reporting, Assurance & Analytics • Produce the monthly partner meeting pack to an agreed format and deadline covering finance, payroll, governance, access, IG, premises, PCN and other agreed operational areas. • Maintain live dashboards and trackers across all key areas so there is always a current, accurate picture without having to ask. • Provide exception reports and early warning of risks nothing should come as a surprise. • Produce an annual practice report covering performance, income, workforce, and quality. • Ensure all reports required by the ICB, PCN, or commissioners are submitted accurately and within required timescales. • Analyse practice data including appointment utilisation, demand patterns, and workforce costs to identify trends and make actionable recommendations. • Use data to support improvements in patient access, capacity planning, and cost efficiency including reducing unnecessary locum expenditure. • Produce a scheduled monthly/bi-monthly funding scan for partners, identifying new enhanced service opportunities, premises grants, PCN/ICB schemes, and short-term/transient funding opportunities early enough for the practice to assess, approve, and submit before deadlines. Systems, Digital & Clinical Safety • Build and maintain documented, delegable processes across all key areas every process must be manageable by another team member in the post-holder's absence. • Ensure the NHS practice website is kept current at all times this is a contractual requirement. • Support the Clinical Safety Officer (CSO) by maintaining all clinical safety documentation including hazard logs and clinical safety case reports ensuring records are current and audit-ready in line with DCB0129/DCB0160. • Ensure business continuity plans for digital systems are current, documented, and tested. • Ensure IT supplier relationships, contracts, and data processing agreements are actively managed and up to date. • Ensure the practice IT infrastructure, clinical systems (EMIS/SystmOne), NHSmail, and NHS Smartcard administration are managed and fit for purpose. • Ensure digital tools such as CQRS, AccuRx, DOCMAN, telephony and other systems are effectively used and staff have appropriate access and training. • Ensure patient-facing digital communications are accurate, timely, and appropriate. • Support digital transformation projects and the implementation of new systems. Premises & Health and Safety • Ensure all premises compliance certificates are current gas safety, electrical testing, fire risk assessment, legionella, asbestos, EPC with a schedule maintained and nothing lapsing. • Ensure all health and safety risk assessments are current, documented, and reviewed on schedule. • Ensure RIDDOR reporting obligations are met and all reportable incidents are logged and submitted. • Ensure clinical waste contracts are in place and disposal is compliant and documented. • Ensure the practice holds current and adequate building and contents insurance, including public and employers' liability. • Ensure DBS records are tracked for all staff and renewals are managed proactively. • Ensure fire safety arrangements are maintained warden training, evacuation procedures, and drills. • Ensure premises maintenance is managed effectively and contractor relationships are well maintained. Human Resources HR is a shared responsibility with the Engagement Manager. Both post-holders are expected to maintain equal working knowledge and provide full cover for each other. Processes must be jointly documented and kept up to date. • Recruitment and onboarding of new staff. • Employment contracts, offer letters, and contract variations. • Staff handbook, policies, and procedures. • Probation reviews and performance management. • Staff sickness monitoring and absence management. • Annual leave management and oversight. • Disciplinary and grievance matters. • Staff appraisals. • Maintenance of personnel records. • Liaison with HR advisors and employment law support services. Additional Shared Responsibilities The following areas are jointly owned with the Engagement Manager, on the same shared basis equal working knowledge, full cover for each other, and jointly documented processes kept up to date. • Review and implementation of practice policies and procedures. • Staff meeting preparation, attendance, and follow-up. • IT and telephony liaison day-to-day operational queries and escalation. • Partner meeting preparation and follow-up actions. • Contractor and supplier management for operational matters. • Quality improvement initiatives. • CQC readiness. Job description Job responsibilities This role sits alongside the Engagement Manager. Both are expected to maintain working knowledge of each other's key functions to provide cover during absence. All processes must be documented to a standard that enables another team member to step in seamlessly. Finance & Income Management • Submit all NHS income claims accurately and on time QOF, DES, LES, CQRS, Open Exeter, vaccinations and immunisations, and all locally commissioned services. • Maintain a live submissions and claims calendar with RAG status visible at all times no submission deadline to be missed. • Prepare the practice budget and produce monthly variance reports. • Track locum costs and reconcile against budget each month. • Monitor PCN funding streams, including ARRS and IIF, and ensure the practice maximises its full entitlement. • Manage petty cash. • Ensure supplier invoices are processed and expenditure is monitored within agreed limits. • Ensure the practice accountant receives accurate and timely management information to support year-end and financial planning. • Ensure no income is lost through late, missed, or inaccurate submissions. Payroll • Submit staff hours for the previous month's work to the payroll provider within the first 5 working days of each month, ensuring overtime, additional sessions, locum/bank hours, and contract changes are captured accurately and processed on time. • Process all joiners and leavers ensuring starters are set up correctly and leavers are removed promptly. • Submit NHS Pension returns accurately and to deadline. • Carry out variance checks on payroll output and check payslips for accuracy before release to staff. • Ensure all statutory payments are correctly calculated and processed SSP, SMP, and SPP. • Manage HMRC compliance obligations RTI submissions, P60s, and P11Ds. • Manage locum and bank/agency staff payroll, approving timesheets before submission. Enhanced Services & Commissioned Income • Maintain a live enhanced services claims calendar covering all DES, LES, and locally commissioned services with deadlines and submission status visible at all times. • Submit all enhanced service claims accurately and on time no income to be lost through late or missed submission. • Monitor delivery against service specifications throughout the year, not just at claim deadlines flagging risks early. • Reconcile payments received against claims submitted and query any discrepancies with the ICB or NHS England promptly. • Identify new enhanced service opportunities or local schemes and bring these to partners for consideration. • Ensure the practice meets its obligations for PCN-level services and receives its full entitlement. • Ensure clinical and administrative staff understand what is required of them to deliver each service specification. Governance & CQC • Maintain the practice risk register kept live and reviewed regularly. • CQC compliance and inspection readiness are shared responsibilities between the Practice Operations Lead and Engagement Manager. • Manage all CQC registration obligations keeping registration details current and ensuring all notifiable events are submitted without delay. • Ensure the practice is inspection-ready at all times maintaining the CQC evidence portfolio and running regular internal readiness checks against the current inspection framework. • Ensure the practice responds to all patient safety alerts, including NHS England and MHRA alerts, within required timescales and evidences compliance. • Ensure the clinical audit programme is coordinated, results are acted on, and re-audits are completed. • Maintain the policy schedule ensuring all policies are reviewed, updated, and ratified on time with nothing lapsing. • Ensure mandatory training compliance is tracked across all staff and gaps are escalated promptly. • Manage the governance of partner and clinical meetings agendas issued in advance, minutes accurate and timely, action logs maintained and followed up. Information Governance & Data Security • Submit the annual Data Security and Protection Toolkit (DSPT) accurately and on time. • Ensure all staff complete IG training within required timescales and maintain the compliance register. • Manage data breaches and near-misses logging, investigating, and reporting to the ICO where required. • Ensure data processing agreements (DPAs) are in place with all third-party suppliers and that none lapse. • Ensure Data Protection Impact Assessments (DPIAs) are completed, reviewed, and documented for all new products, systems, data flows, and AI tools before implementation, with risks escalated and mitigations tracked through to completion. • Ensure the practice privacy notices, data retention schedules, and subject access request processes are current and compliant. • Manage subject access requests (SARs) and Freedom of Information (FOI) requests within statutory timescales. • Ensure new starters receive IG induction and that all staff adhere to IG policies and acceptable use requirements. Reporting, Assurance & Analytics • Produce the monthly partner meeting pack to an agreed format and deadline covering finance, payroll, governance, access, IG, premises, PCN and other agreed operational areas. • Maintain live dashboards and trackers across all key areas so there is always a current, accurate picture without having to ask. • Provide exception reports and early warning of risks nothing should come as a surprise. • Produce an annual practice report covering performance, income, workforce, and quality. • Ensure all reports required by the ICB, PCN, or commissioners are submitted accurately and within required timescales. • Analyse practice data including appointment utilisation, demand patterns, and workforce costs to identify trends and make actionable recommendations. • Use data to support improvements in patient access, capacity planning, and cost efficiency including reducing unnecessary locum expenditure. • Produce a scheduled monthly/bi-monthly funding scan for partners, identifying new enhanced service opportunities, premises grants, PCN/ICB schemes, and short-term/transient funding opportunities early enough for the practice to assess, approve, and submit before deadlines. Systems, Digital & Clinical Safety • Build and maintain documented, delegable processes across all key areas every process must be manageable by another team member in the post-holder's absence. • Ensure the NHS practice website is kept current at all times this is a contractual requirement. • Support the Clinical Safety Officer (CSO) by maintaining all clinical safety documentation including hazard logs and clinical safety case reports ensuring records are current and audit-ready in line with DCB0129/DCB0160. • Ensure business continuity plans for digital systems are current, documented, and tested. • Ensure IT supplier relationships, contracts, and data processing agreements are actively managed and up to date. • Ensure the practice IT infrastructure, clinical systems (EMIS/SystmOne), NHSmail, and NHS Smartcard administration are managed and fit for purpose. • Ensure digital tools such as CQRS, AccuRx, DOCMAN, telephony and other systems are effectively used and staff have appropriate access and training. • Ensure patient-facing digital communications are accurate, timely, and appropriate. • Support digital transformation projects and the implementation of new systems. Premises & Health and Safety • Ensure all premises compliance certificates are current gas safety, electrical testing, fire risk assessment, legionella, asbestos, EPC with a schedule maintained and nothing lapsing. • Ensure all health and safety risk assessments are current, documented, and reviewed on schedule. • Ensure RIDDOR reporting obligations are met and all reportable incidents are logged and submitted. • Ensure clinical waste contracts are in place and disposal is compliant and documented. • Ensure the practice holds current and adequate building and contents insurance, including public and employers' liability. • Ensure DBS records are tracked for all staff and renewals are managed proactively. • Ensure fire safety arrangements are maintained warden training, evacuation procedures, and drills. • Ensure premises maintenance is managed effectively and contractor relationships are well maintained. Human Resources HR is a shared responsibility with the Engagement Manager. Both post-holders are expected to maintain equal working knowledge and provide full cover for each other. Processes must be jointly documented and kept up to date. • Recruitment and onboarding of new staff. • Employment contracts, offer letters, and contract variations. • Staff handbook, policies, and procedures. • Probation reviews and performance management. • Staff sickness monitoring and absence management. • Annual leave management and oversight. • Disciplinary and grievance matters. • Staff appraisals. • Maintenance of personnel records. • Liaison with HR advisors and employment law support services. Additional Shared Responsibilities The following areas are jointly owned with the Engagement Manager, on the same shared basis equal working knowledge, full cover for each other, and jointly documented processes kept up to date. • Review and implementation of practice policies and procedures. • Staff meeting preparation, attendance, and follow-up. • IT and telephony liaison day-to-day operational queries and escalation. • Partner meeting preparation and follow-up actions. • Contractor and supplier management for operational matters. • Quality improvement initiatives. • CQC readiness.