Operations Manager

NHS Jobs; North Hayling; On-site; GBP 32,000 - 42,000; Full time

Job summary

NHS Jobs is seeking an experienced Practice Administrator to support the efficient daily running of a GP practice in the NHS. You will monitor workflows, assist with staffing, governance, and information governance, and deputise for the Practice Manager when required.

The role covers patient services, data protection, quality improvement, and financial monitoring, with a focus on continuous improvement and patient safety. On-site work and NHS values apply.

Responsibilities

• Support the efficient daily running of the practice and monitor workflows.
• Assist with business continuity planning and incident management.
• Ensure adequate staffing levels and operational cover.
• Deputise for the Practice Manager during periods of absence.
• Provide day-to-day supervision and support to administrative and reception staff.
• Assist with recruitment, induction, training, and retention of staff.
• Conduct staff appraisals and support performance management processes.
• Identify training needs and coordinate learning opportunities.
• Foster a positive, inclusive, and supportive working environment.
• Support staff welfare and wellbeing initiatives.
• Ensure high standards of patient care and customer service.
• Manage and respond to patient complaints and feedback.
• Monitor patient access systems including telephone and appointment availability.
• Support development of systems to improve patient experience and accessibility.
• Liaise with patients and external agencies where appropriate.
• Support compliance with CQC regulations.
• Assist in maintaining evidence for inspections and regulatory reviews.
• Support significant event analysis, complaints management, audits, and quality improvement activities.
• Maintain risk registers and monitor actions arising from incidents.
• Promote a culture of patient safety and continuous improvement.
• Ensure policies and procedures remain current and reviewed appropriately.
• Ensure adherence to GDPR and Data Protection Act requirements.
• Assist with information governance compliance and mandatory training.
• Support records management and information security procedures.
• Investigate and report information governance incidents where required.
• Support achievement of QOF, Enhanced Services, and other contractual targets.
• Assist in monitoring practice performance against key performance indicators.
• Support audits and service development initiatives.
• Produce and analyse reports to support operational decision-making.
• Assist with the management and optimisation of clinical IT systems including EMIS Web, Accurx, NHS Mail, and associated applications.
• Coordinate system updates, user access management and staff training.
• Support digital transformation initiatives and implementation of new technologies.
• Ensure accurate data quality processes are maintained.
• Support the Practice Manager with financial monitoring and reporting.
• Assist with purchase orders, supplier management and stock control.
• Monitor expenditure against delegated budgets where appropriate.
• Support claims and submissions relating to NHS contracts and enhanced services.
• Develop positive working relationships with NHS organisations, PCNs, Integrated Care Boards (ICBs), community services, and external stakeholders.
• Represent the practice at meetings when delegated.
• Support collaborative working across the wider healthcare system.
• Maintain confidentiality at all times.
• Comply with Health and Safety legislation.
• Participate in mandatory training.
• Undertake any other duties appropriate to the grade of the post.
• Promote equality, diversity, and inclusion.
• Support environmental sustainability initiatives within the practice.

Job description

Support the efficient daily running of the practice. Monitor practice workflows and identify opportunities for service improvement. Assist with business continuity planning and incident management. Ensure adequate staffing levels and operational cover are maintained. Support the implementation of practice policies and procedures. Deputise for the Practice Manager during periods of absence.

Staff Management and Leadership

• Provide day-to-day supervision and support to administrative and reception staff.
• Assist with recruitment, induction, training, and retention of staff.
• Conduct staff appraisals and support performance management processes as delegated.
• Identify training needs and coordinate appropriate learning opportunities.
• Foster a positive, inclusive, and supportive working environment.
• Support staff welfare and wellbeing initiatives.

Patient Services

• Ensure high standards of patient care and customer service are maintained.
• Manage and respond to patient complaints, concerns, compliments, and feedback in accordance with practice policy.
• Monitor patient access systems including telephone and appointment availability.
• Support the development of systems to improve patient experience and accessibility.
• Liaise with patients and external agencies where appropriate.

Governance, Compliance and Risk Management

• Support compliance with Care Quality Commission (CQC) regulations.
• Assist in maintaining evidence for inspections and regulatory reviews.
• Support significant event analysis, complaints management, audits, and quality improvement activities.
• Maintain risk registers and monitor actions arising from incidents.
• Promote a culture of patient safety and continuous improvement.
• Ensure policies and procedures remain current and are reviewed appropriately.

Information Governance and Data Protection

• Ensure adherence to General Data Protection Regulation (GDPR), Data Protection Act requirements, and confidentiality policies.
• Assist with information governance compliance and mandatory training.
• Support records management and information security procedures.
• Investigate and report information governance incidents where required.

Quality Improvement and Performance

• Support achievement of Quality and Outcomes Framework (QOF), Enhanced Services, and other contractual targets.
• Assist in monitoring practice performance against key performance indicators.
• Support audits and service development initiatives.
• Produce and analyse reports to support operational decision-making.

Digital Systems and Information Management

• Assist with the management and optimisation of clinical IT systems including EMIS Web, Accurx, NHS Mail, and associated applications.
• Coordinate system updates, user access management and staff training.
• Support digital transformation initiatives and implementation of new technologies.
• Ensure accurate data quality processes are maintained.

Financial Support

• Support the Practice Manager with financial monitoring and reporting.
• Assist with purchase orders, supplier management and stock control.
• Monitor expenditure against delegated budgets where appropriate.
• Support claims and submissions relating to NHS contracts and enhanced services.

External Relationships

• Develop positive working relationships with NHS organisations, Primary Care Networks (PCNs), Integrated Care Boards (ICBs), community services, and external stakeholders.
• Represent the practice at meetings when delegated.
• Support collaborative working across the wider healthcare system.

General Responsibilities

• Maintain confidentiality at all times.
• Comply with Health and Safety legislation.
• Participate in mandatory training.
• Undertake any other duties appropriate to the grade of the post.
• Promote equality, diversity, and inclusion.
• Support environmental sustainability initiatives within the practice.