Practice Operations Manager

Operational Management and Leadership • Ensure the smooth, efficient and safe day-to-day operation of the Practice providing strong visible leadership across all sites. • Support the GP Partners in implementing the Practice's strategic plan and annual objectives at an operation level. • Develop and implement operational policies, procedures and workflows. • Oversee appointment systems, patient flow, telephone management and access to ensure responsive and effective services. • Manage the Practice estate, premises, equipment and facilities, liaising with NHS Property Services and external contractors. • Ensure continuity of services by proactively managing operational risks and contingencies. Support business continuity planning and emergency preparedness. • Maintain and regularly review Practice policies and standard operating procedures (SOPs) to ensure compliance with current NHS guidance and legislation. • Lead on procurement and management of Practice contracts, including IT, telephony and third-party suppliers. • Ensure the Practice maintains its CQC registration and leads on inspection preparation and ongoing compliance. Human Resources & Workforce Management • Assist in defining Job Description or roles advertised, liaise with HR team for recruitment, appraisals and inductions • Develop and maintain a positive workforce culture aligned with NHS values and the Practice ethos • Oversee staff rotas, annual leave and sickness absence management, ensuring adequate staffing levels at all times • Identify training and development needs across the team and facilitate access to appropriate CPD opportunities • Manage operational team leads across Reception, Administration, Prescriptions and other departments • Champion staff wellbeing, promoting a positive, inclusive and psychologically safe working environment Finance & Contracting • Work with the Leadership and Finance teams to monitor expenditure and income streams and identifying efficiencies • Ensure the management of the NHS GMS/PMS/APMS contract and any associated enhanced service agreements • Contribute to submission of all income claims including QOF, Enhanced Services, and Directed and Locally Enhanced Services • Support the Finance Team with the payroll process in liaison with the Practice accountant or payroll provider • Support the Finance Team with accounts receivable and payable processes, maintaining accurate financial records • Support the Partners with Practice financial planning, benchmarking and reporting Governance, Compliance & Quality • Support on clinical and non-clinical governance, ensuring robust systems are in place for identifying, managing and learning from significant events and complaints • Act as the Caldicott Guardian and Data Protection lead, ensuring compliance with GDPR, DSPT and information governance requirements • Support the Complaints team with Practice complaints in accordance with surgery policies and procedures, ensuring timely and empathetic responses • Lead on Health & Safety compliance including risk assessments, infection prevention and control, fire safety • Work with the Practice Safeguarding leads to maintain current and compliant safeguarding policies for adults and children • Oversee and implement clinical audit programmes and contribute to the development of a quality improvement culture across the Practice with guidance from the Partners Information Technology & Digital • Act as Practice System Superuser for the clinical system (e.g. EMIS Web / SystmOne), ensuring effective use and optimal configuration • Manage the Practice's digital tools including Accurx, NHS App, online triage systems and other patient-facing technologies • Assist the IT team on the roll-out and adoption of new digital systems and tools in line with the NHS digitalisation agenda Communication & Patient Experience • Maintain effective communication channels across the Practice team, Partners and external stakeholders • Lead on patient engagement activities, including the Practice Patient Participation Group (PPG) • Manage the NHS Friends and Family Test (FFT), patient surveys and online review processes, acting on feedback to drive service improvements • Act as the primary contact for the ICB, NHS England and other external organisations • Oversee the Practice communication strategy including website updates and patient correspondence Primary Care Network (PCN) & Wider System Working • Work collaboratively with the PCN Clinical Director and management team to deliver network-wide initiatives • Contribute to the development and implementation of PCN Directed Enhanced Service (DES) work programmes • Support the integration of Additional Roles Reimbursement Scheme (ARRS) staff into the Practice team • Participate in system-wide meetings and workstreams, representing the Practice's interests constructively and professionally Job description Job responsibilities Operational Management and Leadership • Ensure the smooth, efficient and safe day-to-day operation of the Practice providing strong visible leadership across all sites. • Support the GP Partners in implementing the Practice's strategic plan and annual objectives at an operation level. • Develop and implement operational policies, procedures and workflows. • Oversee appointment systems, patient flow, telephone management and access to ensure responsive and effective services. • Manage the Practice estate, premises, equipment and facilities, liaising with NHS Property Services and external contractors. • Ensure continuity of services by proactively managing operational risks and contingencies. Support business continuity planning and emergency preparedness. • Maintain and regularly review Practice policies and standard operating procedures (SOPs) to ensure compliance with current NHS guidance and legislation. • Lead on procurement and management of Practice contracts, including IT, telephony and third-party suppliers. • Ensure the Practice maintains its CQC registration and leads on inspection preparation and ongoing compliance. Human Resources & Workforce Management • Assist in defining Job Description or roles advertised, liaise with HR team for recruitment, appraisals and inductions • Develop and maintain a positive workforce culture aligned with NHS values and the Practice ethos • Oversee staff rotas, annual leave and sickness absence management, ensuring adequate staffing levels at all times • Identify training and development needs across the team and facilitate access to appropriate CPD opportunities • Manage operational team leads across Reception, Administration, Prescriptions and other departments • Champion staff wellbeing, promoting a positive, inclusive and psychologically safe working environment Finance & Contracting • Work with the Leadership and Finance teams to monitor expenditure and income streams and identifying efficiencies • Ensure the management of the NHS GMS/PMS/APMS contract and any associated enhanced service agreements • Contribute to submission of all income claims including QOF, Enhanced Services, and Directed and Locally Enhanced Services • Support the Finance Team with the payroll process in liaison with the Practice accountant or payroll provider • Support the Finance Team with accounts receivable and payable processes, maintaining accurate financial records • Support the Partners with Practice financial planning, benchmarking and reporting Governance, Compliance & Quality • Support on clinical and non-clinical governance, ensuring robust systems are in place for identifying, managing and learning from significant events and complaints • Act as the Caldicott Guardian and Data Protection lead, ensuring compliance with GDPR, DSPT and information governance requirements • Support the Complaints team with Practice complaints in accordance with surgery policies and procedures, ensuring timely and empathetic responses • Lead on Health & Safety compliance including risk assessments, infection prevention and control, fire safety • Work with the Practice Safeguarding leads to maintain current and compliant safeguarding policies for adults and children • Oversee and implement clinical audit programmes and contribute to the development of a quality improvement culture across the Practice with guidance from the Partners Information Technology & Digital • Act as Practice System Superuser for the clinical system (e.g. EMIS Web / SystmOne), ensuring effective use and optimal configuration • Manage the Practice's digital tools including Accurx, NHS App, online triage systems and other patient-facing technologies • Assist the IT team on the roll-out and adoption of new digital systems and tools in line with the NHS digitalisation agenda Communication & Patient Experience • Maintain effective communication channels across the Practice team, Partners and external stakeholders • Lead on patient engagement activities, including the Practice Patient Participation Group (PPG) • Manage the NHS Friends and Family Test (FFT), patient surveys and online review processes, acting on feedback to drive service improvements • Act as the primary contact for the ICB, NHS England and other external organisations • Oversee the Practice communication strategy including website updates and patient correspondence Primary Care Network (PCN) & Wider System Working • Work collaboratively with the PCN Clinical Director and management team to deliver network-wide initiatives • Contribute to the development and implementation of PCN Directed Enhanced Service (DES) work programmes • Support the integration of Additional Roles Reimbursement Scheme (ARRS) staff into the Practice team • Participate in system-wide meetings and workstreams, representing the Practice's interests constructively and professionally