Practice Operational Manager

Job summary

We are seeking an experienced and motivated Operations Manager to join our supportive and high-performing GP practice team.

This is an exciting opportunity for someone with strong leadership and organisational skills to contribute to the smooth running of the practice and help deliver high-quality care to our patients.

The successful candidate will be responsible for overseeing day-to-day operations, managing the reception team, supporting the Practice Manager, and deputising for them when required.

Responsibilities

Main duties of the job

• Lead the reception team – including performance management and rota planning
• Oversee daily non-clinical operations – including patient registration, document management, responding to emails, insurance reports and medical reports requests and referrals
• Oversee online triage request process – ensuring that reception deal with as many as possible, within agreed protocols
• Manage the clinicians diary schedule and appointments book
• Provide operational support to the Practice Manager and deputise in their absence
• Use the surgery telephony system to audit call data, identify peak times, and inform staff planning and service improvements
• Maintain compliance with CQC, GDPR, NHS England, and local ICB requirements
• Manage facilities, stock, suppliers, and IT systems / equipment
• Handle patient complaints, within agreed protocol, and implement service improvements based on feedback
• Support financial and performance processes including claims for QOF, LCS, DES, and other commissioned services
• Coordinate reception meetings and represent the practice with external stakeholders as required
• Be responsible for medical records management – including subject access and online records requests
• Co-ordinate processes and strategies around patient recalls

Full job description is available on request

Requirements

Experience

Essential

• Experience in a supervisory or operations role, within primary care or another NHS healthcare setting – with at least 2 years experience
• Excellent interpersonal and communication skills
• Strong organisational and time management skills
• IT literate, with experience in clinical systems and Microsoft Office
• Familiarity with telephony systems and ability to perform call volume audits
• Ability to remain calm under pressure and manage competing priorities
• Flexibility to work early starts and late finishes (between 8:00am-6:30pm)

Desirable

• Experience working in a GP practice or NHS primary care environment
• Knowledge of NHS claims processes (e.g. QOF, LCS, DES)
• Familiarity with CQC standards and practice compliance processes

About us

We are a well-established training GP practice with a patient list size of approximately 12,600.

We are proud to have received a Good rating from the CQC and are actively involved in our local Primary Care Network (PCN).

The practice also benefits from the support of Additional Roles Reimbursement Scheme (ARRS) staff employed through the PCN, including clinical pharmacists, social prescribers, and a Mental Health Care Worker. These team members play an integral role in enhancing the quality and breadth of services we offer to our patients.

The practice team are guided by values that prioritise patient care, staff well-being, and continuous improvement. Our key values include respect, dignity, compassion, and a commitment to quality of care.

We foster a collaborative and supportive environment, where everyone feels valued and empowered. Open communication, shared learning, and accountability are central to how we work together to deliver the best possible care to our community.

You will be joining a friendly, experienced team in a well-organised practice environment. We feel that this role would be a good development opportunity, for someone looking to work in practice management.

Benefits package

• Supported team, dedicated to staff development
• NHS Pension scheme