Operations Manager

NHS; Torpoint; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading healthcare practice in Torpoint is seeking an experienced Operations Manager to oversee daily operations, enhance efficiency, and support high-quality patient care. The role demands adaptability and strong leadership skills in a busy environment.

Qualifications

• Significant experience of general management including direct supervision of staff groups.
• Experience of implementing policies and procedures.

Responsibilities

• Line management of the Administration team, providing ongoing review and training.
• Ensure adequate staffing and deal with administrative staff sickness/absence.
• Deputise for Practice Manager as necessary.

Skills

Communication

Leadership

Numeracy

Education

A level or equivalent

GCE/GCSE English and Maths at grade C or above

Tools

Microsoft Office

EMIS patient records system

Xero finance software

Job description

Job summary

We are looking for an experienced and highly organised Operations Manager to join our dynamic team at The Rame Group Practice. This is a key role, ensuring the smooth day to day running of the practice, optimising operational efficiency and supporting the delivery of high-quality patient care. The ideal candidate will be a well organised, highly motivated individual, used to working in a busy environment and flexible in responding to changing priorities. They will need to be adaptable day by day and understand and respond to the dynamic nature of the role.

Main duties of the job

• Practice Operations
• Staff Management
• Patient Services
• Compliance and Governance
• IT & Systems Management
• Process Improvement
• Liaison and Communication
• Financial Administration
• Deputise for Practice Manager

About us

The Rame GroupPractice is an innovative, forward thinking, very friendly, welcoming and supportive practice, based in modern, purpose-built premises in Torpoint with a branch surgery in Millbrook. We have 7 GP Partners, 1 Business Manager Partner supported by 3 salaried GPs, 3 Emergency Care Practitioners, 4 practice nurses and 1 HCAs, 1 GPA, a Practice Manager, Finance & IT Manager and Reception Manager looking after our 12,000 patients.

We have a thriving and growing dermatology service as well as a busy award-winning clinical trials/research team which is also expanding. We are a training practice and have GP registrars working with us, as well as a number of Medical students on a rotational basis.

Rame has a proven track record of high QOF achievement and is forward thinking and innovative, having implemented additional software solutions and an integrated telephone system to improve operations.

Our practice culture values team members wellbeing and we seek to promote work life balance in these challenging times for general practice.

Details Date posted

15 May 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

A2213-25-0000

Job locations

Penntorr Health

Trevol Road

Torpoint

Cornwall

PL11 2TB

Job description Job responsibilities

The following are the core responsibilities of the Operations Manager. There may be, on occasions, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

The Operations Manager is responsible for:

Administration Team:

• Line management of the Administration team, providing ongoing review, training and annual appraisals and induction of new staff members
• Co-ordinate teams staff annual leave
• Ensure adequate staffing in the team
• Deal with Administrative staff sickness/absence. Provide induction training, ongoing review including probationary reviews, and appraisal
• Hold and minute regular staff/team meetings
• Deputise for Practice Manager as necessary

Practice

• Co-ordinate leave for all Administrative and Clinical team including GP Partners updating staff leave cards/EMIS clinical system/Coloured rota - Liaising with Finance & IT Manager and IT & Data Administrator
• Review and update administration policies/procedures on a regular basis to ensure that they are current and fit for purpose updating documentation on Teamnet
• Have oversight of the EMIS rota working with the GP Partner/Finance & IT Manager/IT & Data Administrator to ensure there is sufficient clinical cover.
• Add clinics to the EMIS rota in the absence of the Finance & IT Manager/IT & Data Administrator
• Attend practice meetings, as required, and contribute to smooth running of practice
• Arranging annual calibration/PAT testing of medical/electrical equipment
• Ordering new medical equipment/organising service/repair/replacements when required
• Oversee the weekly fire alarm testing with Reception Manager/Finance & IT Manager organising two fire evacuation drills annually
• Complete the weekly Kernow Health LMC General Practice Alert Status
• Complete the Workforce minimum report on a monthly basis
• Update the quarterly Smears audit on Teamnet liaising with GP Registered partner
• Liaise with property manager/facilities management company regarding building/cleaning issues
• Manage the Administration team delivering Dermatology and have an oversight of Derm operations
• Ensure Practice policies are followed, and accurate records are kept with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths
• Arrange and minute the monthly Clinical meeting

Financial Administration

Deputise for the Finance & IT Manager in their absence dealing with:

• Checking and approving purchase invoices for payment, ensuring that goods have been received, following up queries and entering invoices on finance software
• Ensuring that cash and cheques received are banked promptly and transactions are entered on the finance software
• Monitoring and reconciling petty cash expenditure to float balance and entering transactions on finance software
• Following up any financial queries, including liaising with suppliers and patients
• Preparation and submission of claims for services, maximising income
• Overseeing processes for income claim and collection for non-NHS services, e.g. medicals

Patient Services:

• Deal with complaints in absence of Reception Manager/Deputy and Practice Manager in accordance with practice complaints procedure, evaluate suggestions and escalating to GP partner responsible for complaints, where appropriate
• Manage administration team together with systems for recording and actioning new patient registrations, patient note summarising and patient deductions and ensuring that the other core administrative functions are performed on a timely basis, escalating any back logs or issues with workload to the Practice Manager
• Manage administration team to ensure received mail, either paper or electronic, is directed to correct team member, patient correspondence is scanned, assigned and actioned in a timely manner
• Support the annual flu and other special clinics and vaccination campaigns
• Maintain up to date knowledge of national, local and practice standards for chronic disease management

IT:

• Have full understanding of EMIS patient records system and Xero finance software
• Have a working knowledge of running searches and reports
• Provide advice and support on EMIS use in the absence of Data & IT Administrator.
• Having a working knowledge of managing system users on EMIS
• Have a working knowledge of IT systems in the building and be able to trouble shoot issues as they arise, including NHS smart cards
• Have the ability to book additional appointments and changing EMIS clinics as necessary

Other tasks:

• Trouble shoot any operational matters and escalate any unresolvable issues to Practice Manager
• To attend internal and external meetings, as required
• Take the minutes of the Clinical meeting
• Update the Minor Surgery infection rate quarterly audits on Teamnet
• Deal with any SMART card/Fob issues in the absence of the IT & Data Administrator

Data Quality:

• To work within the clinical computer system to improve data quality, using the expertise of other data staff where appropriate
• To assist the Practice Manager in ensuring the recording and collection of data is processed in the most efficient and appropriate way

Health & Safety:

• The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy

Job description Job responsibilities

The following are the core responsibilities of the Operations Manager. There may be, on occasions, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

The Operations Manager is responsible for:

Administration Team:

• Line management of the Administration team, providing ongoing review, training and annual appraisals and induction of new staff members
• Co-ordinate teams staff annual leave
• Ensure adequate staffing in the team
• Deal with Administrative staff sickness/absence. Provide induction training, ongoing review including probationary reviews, and appraisal
• Hold and minute regular staff/team meetings
• Deputise for Practice Manager as necessary

Practice

• Co-ordinate leave for all Administrative and Clinical team including GP Partners updating staff leave cards/EMIS clinical system/Coloured rota - Liaising with Finance & IT Manager and IT & Data Administrator
• Review and update administration policies/procedures on a regular basis to ensure that they are current and fit for purpose updating documentation on Teamnet
• Have oversight of the EMIS rota working with the GP Partner/Finance & IT Manager/IT & Data Administrator to ensure there is sufficient clinical cover.
• Add clinics to the EMIS rota in the absence of the Finance & IT Manager/IT & Data Administrator
• Attend practice meetings, as required, and contribute to smooth running of practice
• Arranging annual calibration/PAT testing of medical/electrical equipment
• Ordering new medical equipment/organising service/repair/replacements when required
• Oversee the weekly fire alarm testing with Reception Manager/Finance & IT Manager organising two fire evacuation drills annually
• Complete the weekly Kernow Health LMC General Practice Alert Status
• Complete the Workforce minimum report on a monthly basis
• Update the quarterly Smears audit on Teamnet liaising with GP Registered partner
• Liaise with property manager/facilities management company regarding building/cleaning issues
• Manage the Administration team delivering Dermatology and have an oversight of Derm operations
• Ensure Practice policies are followed, and accurate records are kept with particular reference to: appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths
• Arrange and minute the monthly Clinical meeting

Financial Administration

Deputise for the Finance & IT Manager in their absence dealing with:

• Checking and approving purchase invoices for payment, ensuring that goods have been received, following up queries and entering invoices on finance software
• Ensuring that cash and cheques received are banked promptly and transactions are entered on the finance software
• Monitoring and reconciling petty cash expenditure to float balance and entering transactions on finance software
• Following up any financial queries, including liaising with suppliers and patients
• Preparation and submission of claims for services, maximising income
• Overseeing processes for income claim and collection for non-NHS services, e.g. medicals

Patient Services:

• Deal with complaints in absence of Reception Manager/Deputy and Practice Manager in accordance with practice complaints procedure, evaluate suggestions and escalating to GP partner responsible for complaints, where appropriate
• Manage administration team together with systems for recording and actioning new patient registrations, patient note summarising and patient deductions and ensuring that the other core administrative functions are performed on a timely basis, escalating any back logs or issues with workload to the Practice Manager
• Manage administration team to ensure received mail, either paper or electronic, is directed to correct team member, patient correspondence is scanned, assigned and actioned in a timely manner
• Support the annual flu and other special clinics and vaccination campaigns
• Maintain up to date knowledge of national, local and practice standards for chronic disease management

IT:

• Have full understanding of EMIS patient records system and Xero finance software
• Have a working knowledge of running searches and reports
• Provide advice and support on EMIS use in the absence of Data & IT Administrator.
• Having a working knowledge of managing system users on EMIS
• Have a working knowledge of IT systems in the building and be able to trouble shoot issues as they arise, including NHS smart cards
• Have the ability to book additional appointments and changing EMIS clinics as necessary

Other tasks:

• Trouble shoot any operational matters and escalate any unresolvable issues to Practice Manager
• To attend internal and external meetings, as required
• Take the minutes of the Clinical meeting
• Update the Minor Surgery infection rate quarterly audits on Teamnet
• Deal with any SMART card/Fob issues in the absence of the IT & Data Administrator

Data Quality:

• To work within the clinical computer system to improve data quality, using the expertise of other data staff where appropriate
• To assist the Practice Manager in ensuring the recording and collection of data is processed in the most efficient and appropriate way

Health & Safety:

• The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy

Person Specification Knowledge and Skills Essential

• Excellent communication skills, both verbally and in writing
• Leadership skills
• Ability to manage difficult situations and build relationships
• Ability to define problems and identify solutions
• Numeracy and accuracy
• Excellent keyboard and computer skills

Desirable

• Awareness of current NHS policies

Qualities/Attributes Essential

• An understanding, acceptance and adherence to the need for strict confidentiality
• Ability to use own judgement, resourcefulness and common sense
• Ability to work without direct supervision and determine own work priorities
• Ability to lead and work as part of a multi-skilled team
• Pleasant, articulate and diplomatic
• Ability to work under pressure and meet deadlines
• Ability to work in a changing environment
• Commitment to continuing personal development

Experience Essential

• Experience of working with the public / in a customer contact environment
• Significant experience of general management including direct supervision of staff groups and application of employment law/practices
• Experience of implementing policies and procedures
• Experience of using Microsoft Office software

Desirable

• Experience of using clinical patient records software
• Experience of general practice management

Qualifications Essential

• A level or equivalent and GCE/GCSE English and Maths at grade C or above

Desirable

• Qualifications specific to management or practice management

Flexibility Essential

• The post holder will be required to work across both of the practices surgeries in Torpoint and on the Rame Peninsula and may be required to attend off-site meetings, so must be mobile and have business use motor insurance
• Flexibility of working hours and able to work at times required

Person Specification Knowledge and Skills Essential

• Excellent communication skills, both verbally and in writing
• Leadership skills
• Ability to manage difficult situations and build relationships
• Ability to define problems and identify solutions
• Numeracy and accuracy
• Excellent keyboard and computer skills

Desirable

• Awareness of current NHS policies

Qualities/Attributes Essential

• An understanding, acceptance and adherence to the need for strict confidentiality
• Ability to use own judgement, resourcefulness and common sense
• Ability to work without direct supervision and determine own work priorities
• Ability to lead and work as part of a multi-skilled team
• Pleasant, articulate and diplomatic
• Ability to work under pressure and meet deadlines
• Ability to work in a changing environment
• Commitment to continuing personal development

Experience Essential

• Experience of working with the public / in a customer contact environment
• Significant experience of general management including direct supervision of staff groups and application of employment law/practices
• Experience of implementing policies and procedures
• Experience of using Microsoft Office software

Desirable

• Experience of using clinical patient records software
• Experience of general practice management

Qualifications Essential

• A level or equivalent and GCE/GCSE English and Maths at grade C or above

Desirable

• Qualifications specific to management or practice management

Flexibility Essential

• The post holder will be required to work across both of the practices surgeries in Torpoint and on the Rame Peninsula and may be required to attend off-site meetings, so must be mobile and have business use motor insurance
• Flexibility of working hours and able to work at times required

Employer details Employer name

The Rame Group Practice

Address

Penntorr Health

Trevol Road

Torpoint

Cornwall

PL11 2TB

Employer's website

https://www.theramegrouppractice.co.uk/ (Opens in a new tab)

Employer details Employer name

The Rame Group Practice

Address

Penntorr Health

Trevol Road

Torpoint

Cornwall

PL11 2TB

Employer's website

https://www.theramegrouppractice.co.uk/ (Opens in a new tab)