Deputy Operations Manager

Cardiff and Vale University Health Board; Chalfont St. Peter; On-site; GBP 32,000 - 42,000; Full time

Job summary

Cardiff and Vale University Health Board is seeking a proactive Deputy Operations Manager for a busy GP practice. You will supervise reception and admin teams, coordinate workflows and ensure a patient-focused service across face-to-face, phone, and online channels.

You will work with the Practice Operations Manager and clinical staff to maintain smooth day-to-day operations and a positive team environment, overseeing performance and training in a supportive primary care setting.

Qualifications

• Proven leadership experience in a healthcare setting.
• Experience supervising reception and admin staff.
• Ability to plan and coordinate staffing and training.

Responsibilities

• Assist Practice Operations Manager and support a reception/admin team.
• Plan recruitment, induction and training of new staff.
• Prepare rotas and arrange locum cover when necessary.
• Manage staff annual leave and ensure adequate cover.
• Maintain confidentiality of patient and practice information.
• Line manage administrative staff and support disciplinary/grievance processes.
• Oversee patient bookings, check-ins and general enquiries.
• Coordinate communications and workflow across IT and admin teams.

Skills

Team leadership

Staff management

Communication

Organisational skills

Problem solving

Tools

Practice management software

IT systems

Job description

We are seeking a proactive and organised Deputy Operations Manager to join our busy GP surgery. This is a pivotal role at the heart of our practice, ensuring the smooth day-to-day running of the reception team and delivering an excellent standard of service to our patients. As Deputy Practice Operations Manager, you will be responsible for supervising and supporting a team of receptionists and admin team, managing workflows, and helping to ensure that all patient interactions, whether face-to-face, by phone, or online, are handled professionally and efficiently. You'll work closely with the practice management team and clinical staff to help maintain a positive, patient-focused environment. This is a great opportunity for someone with proven leadership experience in a healthcare setting who is looking to make a meaningful impact within a supportive and dedicated primary care team., Team and Personnel Management

• Assistant to Practice Operations Manager
• Working with the Management Team, plan and co-ordinate the recruitment, induction and training of new staff.
• To assist in the preparation of a work rota for the doctors and arrange locum cover when necessary.
• To be responsible for the organisation of the reception staff rota, manage Annual leave requests, ensuring adequate cover during periods of staff sickness or leave during all opening hours.
• To ensure that all practice staff are aware of the need for confidentiality, both of patient and practice information.
• Evaluating, organising and overseeing the staff induction programme.
• Working with the Reception Manager/Team Leaders to Line managing the administrative team, being responsible for timely and accurate appraisals and first line support for disciplinary and grievances.
• Recruitment, induction and training of new administrative staff and locum cover
• Practice statistics and feedback collection/analysing data
• Oversee and organise the workload in reception
• Arrange, attend and minute administrative staff meetings

Information Technology

• Registrations (alongside Reception Management/Team Leaders)
• Workflow Management
• Training and development of administrative staff
• Lead IT alongside the Management Team.
• Medical Report and Non-NHS Work Management
• Have full understanding of appointment system
• Have a working knowledge of all software and hardware
• Train staff in use of practice systems
• Reviewing and updating clinical templates ensuring they relate to current practice
• Ensure communication systems are running smoothly, clinicians, reception and administration staff are kept fully informed of changes in procedures
• Assist with production and upkeep of practice standard operating procedures
• Act as a central source of information

Operations & Compliance

• Supporting the practice operations manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
• Working as part of the Senior Leadership team, provide leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times
• Overseeing systems to ensure compliance with CQC regulations and standards
• Brief Practice and Business Manager on performance levels, advising actions to ensure high achievement across all areas
• Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare
• Develop and implement streamlined administrative procedures to enhance efficiency and productivity.
• Utilise phone systems for efficient communication and coordination.
• Manage office supplies, equipment maintenance, and facilities to support daily clinic operations.
• Ensure accurate record-keeping and data management, including patient records and administrative documents.
• Alongside the Team Leaders, oversee all reception duties, including patient check-ins, appointment bookings, repeat prescription requests, external / internal emails and handling general enquiries.
• Ensure that reception processes are carried out efficiently and consistently, with a strong