Operations Lead

Integrated Care System; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A healthcare organization in London seeks an Operations Lead to oversee the reception and front-of-house functions, ensuring smooth patient flow and excellent service. The role includes managing the reception team, implementing policies, and maintaining operational standards. Ideal candidates will have experience in healthcare administration, strong communication skills, and relevant qualifications.

Qualifications

• Experience in a medical or healthcare reception/administration role.
• A strong communicator with excellent interpersonal skills.
• Confident in using GP practice IT systems EMIS and DOCMAN.

Responsibilities

• Lead and support the reception team to deliver a high-quality, patient-focused service.
• Act as first point of contact for reception-related queries from staff, patients, and other healthcare professionals.
• Monitor and maintain standards for telephone answering, appointment booking, and patient communications.

Skills

Excellent interpersonal skills

Organised

Problem-solving

Education

GCSE Grade A to C in English and Maths

Qualified to NVQ Level 2 in Health and Social Care

Tools

EMIS

DOCMAN

Job description

The Operations Lead oversees the day-to-day running of the reception and front-of-house functions, ensuring smooth patient flow, excellent customer service, and efficient operational processes. You will act as a key link between reception staff and the Operations Manager, supporting the implementation of practice policies, maintaining high standards, and stepping in to resolve issues proactively.

Main duties of the job

Key Responsibilities

• Lead and support the reception team to deliver a high-quality, patient-focused service.
• Act as first point of contact for reception-related queries from staff, patients, and other healthcare professionals.
• Support the Operations Manager in implementing practice policies, procedures, and service improvements.
• Oversee day-to-day staffing, including rota management, shift cover, and workload allocation.
• Monitor and maintain standards for telephone answering, appointment booking, and patient communications.
• Assist with staff induction, training, and performance monitoring.
• Resolve complaints and service issues at first contact where possible, escalating when required.
• Support operational projects, audits, and reporting as directed by the Operations Manager.

Ensure confidentiality and compliance with data protection and safeguarding policies.

About us

About Us

We are a friendly, forward-thinking GP practice committed to delivering excellent patient care in a supportive and professional environment. Ashdown Medical Group, with a total list size of 13,000, was formed following the merger of two GP practices: Downham Family Medical Practice and Burnt Ash Surgery. We are based on two sites: Downham Health and Leisure Centre in Downham, and Burnt Ash at Lee Health Centre.

With a strong emphasis on teamwork, patient experience, and efficiency, we are looking for an enthusiastic and experienced Operations Lead to join our management support team.

Job responsibilities

Role Purpose

The Operations Lead oversees the day-to-day running of the reception and front-of-house functions, ensuring smooth patient flow, excellent customer service, and efficient operational processes. You will act as a key link between reception staff and the Operations Manager, supporting the implementation of practice policies, maintaining high standards, and stepping in to resolve issues proactively.

Key Responsibilities

• Lead and support the reception team to deliver a high-quality, patient-focused service.
• Act as first point of contact for reception-related queries from staff, patients, and other healthcare professionals.
• Support the Operations Manager in implementing practice policies, procedures, and service improvements.
• Oversee day-to-day staffing, including rota management, shift cover, and workload allocation.
• Monitor and maintain standards for telephone answering, appointment booking, and patient communications.
• Assist with staff induction, training, and performance monitoring.
• Resolve complaints and service issues at first contact where possible, escalating when required.
• Support operational projects, audits, and reporting as directed by the Operations Manager.

Ensure confidentiality and compliance with data protection and safeguarding policies.

Person Specification

Qualifications

• GCSE Grade A to C in English and Maths
• Qualified to NVQ Level 2 in Health and Social Care

Experience

• Experience in a medical or healthcare reception/administration role.
• A strong communicator with excellent interpersonal skills.
• Organised, adaptable, and able to work under pressure.
• Confident in using GP practice IT systems EMIS and DOCMAN.
• A team player with a proactive and problem-solving approach.
• Committed to providing exceptional patient care.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A Disclosure check will be required to ensure suitability for the role.