Operational / Care Navigation Manager

The Methodist Church in Britain; East Midlands; On-site; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Protected CPD time

Job summary

The Osmaston Surgery is seeking an experienced Practice Operations Manager to lead day-to-day operations, supervise non-clinical staff and drive HR functions across the site. The role focuses on delivering efficient service, compliant processes and staff development within a digital-first GP setting.

You will oversee recruitment, payroll, policy adherence and IT governance, ensuring QOF targets are met and CQC standards are maintained while supporting strategic improvements in a busy general

Qualifications

• GCSE English and Maths, grade C or 4 and above.
• Leadership or management qualification at Level 4 or above, or equivalent operational management experience
• Project management certification or equivalent demonstrable skills

Responsibilities

• Manage day-to-day practice operations and ensure staff meet responsibilities on time.
• Line manage staff and ensure adherence to policy and procedure.
• Lead recruitment, pre-employment checks and DBS.
• Handle complex employee relations including disciplinary, grievance, sickness, capability, redundancy, TUPE and appeals.
• Oversee staff induction, appraisals and development plans, including training records.
• Manage payroll, HR records and personnel files.
• Implement systems to ensure CQC compliance.
• Oversee clinical IT systems, IT security and information governance.
• Guide the team to reach QOF targets and oversee QOF administration.
• Manage complaints process and escalation as needed.
• Monitor HR KPIs such as recruitment, absence, turnover and mandatory training.
• Liaise with Patient Participation Group and manage DNAs and repeat offenders.

Skills

Leadership

People management

Communication

Problem solving

Coaching

Prioritising workload

Education

GCSE English & Maths

Level 4 management qualification

Project management certification

Tools

Payroll systems

SystmOne

Job description

This management post sits at The Osmaston Surgery, a single-site urban general practice of about 12,000 patients. It covers day-to-day practice operations, line management of care navigation and admin staff, and HR work including recruitment, employee relations and payroll. It stands out for combining operational and people leadership in a digital-first practice on SystmOne, with CQC and QOF compliance. Applicants need prior operational or supervisory experience and a Level 4 management qualification or equivalent.

What the job involves

• Manage day-to-day practice operations, ensuring staff meet their responsibilities on time
• Line manage staff, ensuring adherence to policy and procedure
• Lead recruitment, including pre-employment checks and DBS
• Lead complex employee relations matters, including disciplinary, grievance, sickness, capability, redundancy, TUPE and appeals
• Oversee staff induction, appraisals and the practice and staff development plan, including training records
• Manage staff payroll, HR records and personnel files
• Implement systems to ensure CQC compliance
• Lead the management of the clinical system, IT security and information governance, resolving local IT issues
• Guide the team to reach QOF targets and oversee QOF administration
• Manage the complaints process and elevate where necessary
• Monitor HR KPIs, including recruitment, absence, turnover, employee relations and mandatory training, and identify trends
• Manage the Patient Participation Group and DNAs, including liaison on repeat offenders

Qualifications

• GCSE English and Maths, grade C or 4 and above
• Leadership or management qualification at Level 4 or above, or equivalent operational management experience
• Project management certification or equivalent demonstrable skills

Experience

• 1 to 3 years in an operational leadership or supervisory role
• Practical background in UK general practice, primary care networks or a similar NHS or healthcare setting
• Managing multidisciplinary, non-clinical or administrative teams
• Handling HR processes, including staff performance, rotas and recruitment
• Leading complex employee relations cases

Skills & knowledge

• NHS primary care structures, funding and GP contracts, including QOF and enhanced services
• CQC regulations and compliance frameworks
• Information governance, GDPR and patient confidentiality
• SystmOne and digital clinical tools
• UK employment legislation and HR best practice
• Equality, diversity and inclusion principles

Other

• Excellent communication, problem-solving and conflict resolution
• Leading, motivating and coaching a team, and prioritising workload and competing demands

Nice to have

• Knowledge of health and safety legislation relevant to the workplace
• Degree-level qualification or equivalent experience
• Experience of working in primary care
• Experience of working in a GP practice

What’s offered

• Protected time for CPD, training and team development