Operational Lead. (Front of House)

We are looking to recruit a polite and confident person with excellent communication and interpersonal skills to join our practice teams.

Main duties of the job

The Operational Lead will focus on the day-to-day operability of the practice, championing confidentiality, collaborative working, service delivery, learning and development, and promoting a positive working environment. The post holder will support the senior management team in all aspects of practice functionality, motivating and managing staff, optimizing efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment.

Working around constant change, the postholder must be resilient and tenacious and be able to work under pressure. The successful candidate will demonstrate a positive attitude, good leadership and organisational skills, be a team player, and possess excellent communication skills.

About us

Teldoc is an innovative organisation that operates differently from traditional General Practice. We strive to provide high-quality care to our patients in the most effective way.

Job responsibilities

The Operational Support Lead is responsible for:

• Setting day-to-day and strategic work programmes for FOH and ensuring team work is prioritised to meet deadlines.
• Providing accurate and timely reports to the operations director as required.
• Overseeing, managing, and coordinating workload for all FOH staff, supporting teams to meet service requirements and ensure business continuity.
• Working with Leads to problem-solve and support work streams to meet service needs.
• Monitoring KPIs and performance, ensuring timely submission of reports and managing under-performance.
• Updating the operations director on reporting and remedial actions.
• Reviewing work streams for opportunities for improvement and engaging stakeholders.
• Handling escalations from staff and patients.

Staff Management responsibilities include line management of FOH Team Leads and FOH staff, managing HR responsibilities, staffing levels, leave approvals, training, payroll processing, and maintaining staff records.

Operational/Site responsibilities involve overseeing work across all sites, promoting process improvements, and supporting leads to manage duties and ensure high service quality.

Other responsibilities

Maintaining confidentiality, adhering to health & safety policies, promoting equality and diversity, participating in training, striving for quality, and ensuring effective communication within the team and with patients.

Person Specification

Experience

• Experience in General Practice
• Excellent communication and interpersonal skills
• Proficiency in ICT, including Excel
• Ability to prioritise, plan, and work independently
• Attention to detail and ability to work in a fast-paced environment
• Previous NHS experience and familiarity with EMIS are desirable

Disclosure and Barring Service Check

This post is subject to a DBS check due to the nature of the role.