Deputy Operations Manager

Stockbridge Village Medical Centre; Knowsley; On-site; GBP 32,000 - 45,000; Full time

Job summary

Stockbridge Village Medical Centre is seeking a full-time Deputy Operations Manager to join the senior management team. The role requires EMIS experience and primary care knowledge, with a flexible 37.5-hour week across 4–5 days and one late night per week.

Salary depends on experience in a busy, patient-centered practice. You will supervise the reception and admin team, manage workflows, and ensure professional patient interactions across all touchpoints.

Qualifications

• Experience with EMIS and primary care is essential.
• GP Surgery experience and EMIS knowledge are required; without them, applications will not be considered.
• Strong leadership and people management skills are required.

Responsibilities

• Supervise and support receptionists and admin staff.
• Manage workflows and ensure high-quality patient service across face-to-face, phone, and online channels.
• Collaborate with practice management and clinical staff to maintain a positive patient-focused environment.
• Lead and co-ordinate daily operations of the reception team and administrative functions.

Tools

EMIS

Job description

Job summary

PREVIOUS APPLICANTS NEED NOT APPLY
Would you like to be part of a team with a real community feel which offers professional patient medical services? Stockbridge Village Medical Centre is a well-established practice with a great team spirit. Our practice population is just over 8300.
We are looking to appoint a full time Deputy Operations Manager to join our established senior management team on a permanent contract. Experience with EMIS and primary care is essential. No applications without GP Surgery experience and EMIS knowledge will be considered. Salary dependent on experience.
This is a full-time position for 37.5 hours per week, to be worked over a minimum of 4 or 5 days and must be able to work one late night per week. Flexibility is essential. Strong leadership skills is a must for this busy and demanding role.
We are a very dynamic, evolving and supportive training practice. Our aim is to deliver modern primary care with the traditional feel of general practice.
We hold regular team outings for socialising, involving a range of activities funded by the Practice

Main duties of the job

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.

About us

Stockbridge Village Medical Centre is a friendly Knowsley based training practice looking for a full time Deputy Operations Manager.
We are 20mins from Liverpool city centre with good motorway links; some of our staff commute from Warrington, Wirral, Southport and Manchester.
Our team consists of 3 GP partners who are supported by a Business Manager, Practice Operations Manager, Reception Manager, Team Leader, 4 Salaried GPs, GP trainees, 2 Advanced Nurse Practitioner, 2 Practice Nurses, 1 Nurse Associate, 1 prescribing pharmacist and PCN ARRS staff.
We are part of Central and South Knowsley PCN. We consult using Emis web and currently view documents via the Docman system. We have good QOF achievement and offer many specialist services.
Our practice is very patient centred and has good relationships with the patients many of whom we have known for generations.
We are a good team who are working hard to modernise the practice. The team all have a good sense of humour.

Job responsibilities

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 focus on patient confidentiality and excellent customer service.
• Deal with verbal complaints or concerns in a calm, professional manner. Handle patient complaints or difficult situations with sensitivity and professionalism, escalating to the Practice Manager where appropriate.
• Act as the main point of contact between the reception team and the wider practice team, including GPs, nurses, and management.
• Liaise with external services such as pharmacies, community care teams, and secondary care providers where appropriate.
• Support the Business Manager and Practice Manager in maintaining compliance with policies, procedures, and CQC standards.
• Identify learning and development needs within the team and help arrange appropriate training opportunities.
• Alongside the Reception Manager / Team Leader, Lead, supervise, and support the reception team on a day-to-day basis.
• Encourage a positive, professional, and cohesive team culture.
• Monitor workload and workflows to ensure efficiency and equitable task distribution.
• Ensure that reception processes are consistent, secure, and compliant with data protection and confidentiality guidelines.
• Assist the Management team with administrative tasks, audits, and reporting.

Reception Management

• Where appropriate, deputise for the Reception Manager
• Along with the Leadership team, supervise reception staff to ensure a welcoming and efficient front desk environment.
• Address any issues or concerns raised by patients or visitors in a timely and professional manner.
• Identify areas for improvement in reception services and recommend or implement changes.

Person Specification

Experience

Essential

• We are looking for an organised, confident and solutions-focused manager who can take ownership of operational challenges and bring people with them through change.
• Previous experience in an operations or Team Leader role in a GP surgery setting.
• Experience of managing and developing teams.
• Strong organisational and workload-management skills.
• Experience of monitoring performance.
• A good understanding of healthcare operational processes.
• Experience of improving systems and processes.
• Strong communication and interpersonal skills.
• The confidence to challenge constructively and make informed decisions.
• Excellent problem-solving and prioritisation skills.
• Strong IT and people management skills.
• An understanding of CQC, NHS contractual and healthcare governance requirements.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.