Operational Manager (General Practice)

NHS Jobs; Teddington; On-site; GBP 33,000 - 36,000; Full time

Job summary

NHS Jobs in the United Kingdom is seeking an Operations Manager to lead the reception team at the medical practice. You will support the Practice Manager, oversee non-clinical functions, and ensure smooth daily operations across scheduling, registrations, and records.

You will manage staff rotas, conduct inductions, and promote efficient stock and supplier processes, while ensuring GDPR, NHS England and governing policies are followed.

Responsibilities

• Oversee daily running of all non-clinical functions to ensure efficient and professional operations.
• Manage appointment scheduling, online triage requests, patient registration, medical records, and administrative workflows.
• Oversee patient recall processes and clinicians’ appointment schedules; diary management in Medicus.
• Lead, supervise and support the reception team; manage rotas, recruitment, inductions, training and performance reviews.
• Foster a collaborative and professional culture within the administrative team; promote cost efficiency in stock and supplier management.
• Ensure compliance with GDPR, CQC standards, NHS England and ICB requirements; update internal protocols and policies.
• Oversee patient-facing services and support resolution of complaints; promote online services and improve patient experience.
• Coordinate with external stakeholders including PCNs, ICBs, and suppliers; lead reception meetings with agendas and minutes.
• Provide training on IT systems (Medicus, Wavenet) and telephony; monitor usage and drive improvements.

Job description

Job description Job responsibilities Purpose of the Role- The Operations Manager will be responsible for the day-to-day managing of the reception team of the practice, including supporting the reception supervisors. This individual will work closely with and provide critical support to the Practice Manager, stepping up in their absence to maintain business continuity. Key Responsibilities: Operational & Administrative Management Oversee the daily running of all non-clinical functions, ensuring the practice operates efficiently and professionally. Manage appointment scheduling, online triage requests, patient registration, medical records, and administrative workflows. Ensure timely processing of patient correspondence (e.g. referrals, test results, prescriptions). Use Surgery telephony system to manage inbound call data; regularly audit call activity to identify peak times and share insights with the reception team to improve call handling and staff allocation. Oversee patient recall processes to ensure that they efficient and good progress is made towards maximum achievement. Manage the clinicians appointment schedule and diary management in Medicus Manage the process of receiving SARs, insurance and medical report requests and ensure these are responded to promptly. Reception & Administrative Staff Management Lead, supervise, and support the reception team, alongside the reception supervisors. Oversee staff rotas and ensure appropriate coverage during peak hours Conduct recruitment, inductions, training, and performance reviews. Foster a collaborative and professional culture within the administrative team. Promote cost efficiency in stock and supplier management. Facilities & Resource Management Manage facilities and equipment, ensuring compliance with health & safety and infection control standards. Deal with maintenance issues and arrange repairs and checks as required. Regulatory Compliance & Policy Management Ensure compliance with GDPR, CQC standards, NHS England, and ICB requirements. Maintain and regularly update internal practice protocols and policies. Patient Experience & Communication Oversee patient-facing services and support resolution of complaints, alongside the Practice Manager. Lead initiatives to promote online services and enhance the patient experience. Provide clear communication and support to the reception team based on service usage patterns, including call volumes identified via the telephone and clinical system. Quality Improvement & Performance Monitoring Analyse performance indicators and patient feedback to identify service improvement opportunities. Lead and implement service development initiatives and quality improvement projects. Technology & Systems Ensure effective use of practice IT systems (e.g. Medicus and Wavenet). Provide training and support to staff on use of digital tools and the Surgery telephony system. Monitor system usage and help drive improvements through technology. Communication & Team Coordination Liaise between clinical and administrative staff to ensure coordinated care. Lead reception meetings, including preparation of agendas and minutes. Build strong relationships with external stakeholders including PCNs, ICBs, and suppliers.

Salary reflective of experience and skill level

£33,262 - £36,027 PER Annum (incl. of HCAA)