Operations Manager

NHS; Nottingham; On-site; GBP 30,000 - 50,000; Full time

Job summary

A healthcare provider in Nottingham is seeking an experienced Operational Manager to oversee daily operations of a busy GP practice. Responsibilities include managing non-clinical staff, ensuring compliance with regulatory standards, and overseeing patient services. Ideal candidates will have a background in healthcare operations and excellent leadership skills. This role offers an opportunity to impact patient care significantly.

Qualifications

• Good standard of education with excellent literacy and numeracy skills.
• Experience of working in a healthcare setting.
• Experience of performance management, including staff development.

Responsibilities

• Lead the day-to-day operational management of the practice.
• Supervise non-clinical teams including reception staff.
• Manage appointment systems and staff rotas.
• Ensure compliance with CQC, GDPR, health & safety regulations.

Skills

Excellent communication skills

Excellent leadership skills

Ability to prioritise and delegate

Effective time management

Experience managing multidisciplinary teams

Education

Educated to A-level/equivalent or higher

Tools

SystmOne

Job description

We are seeking a proactive and experienced Operational Manager to support the effective day-to-day running of our busy GP practice. Working closely with the Practice Manager and GP Partners, the postholder will play a vital role in leading the non-clinical team, ensuring efficient service delivery, and maintaining compliance with NHS and CQC standards.

To manage and coordinate all aspects of practice functionality, motivating and managing staff, patient services, premises and health and safety management.

Through innovative ways of working, support the Practice Manager leading the team in promoting ED&I (Equality Diversity & Inclusion), SHEF (Safety, Health, Environment & Fire), quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development and ensuring the practice complies with CQC regulations.

This is a fantastic opportunity for a highly organised and motivated individual with experience in healthcare or primary care operations to make a meaningful impact on patient care and staff wellbeing.

Main duties of the job

Lead the day-to-day operational management of the practice, ensuring high standards of patient care and service delivery.

Supervise non-clinical teams including reception staff.

Manage appointment systems, staff rotas, and internal workflows.

Support recruitment, onboarding, training, and performance management processes.

Ensure the practice complies with all regulatory requirements including CQC, GDPR, health & safety, and safeguarding.

Oversee use of clinical systems e.g., SystmOne and support the integration of digital tools.

Act as a point of contact for patient feedback, concerns, and complaints, ensuring timely and professional resolution.

Support the delivery of QOF, Enhanced Services, and other contractual obligations.

Overseeing the administrative elements of QOF, liaising with GPs, nursing staff and administrators

Guiding the team to reach QOF targets (supported by the nursing and administrative leads)

About us

We are a CQC rated outstanding practice spread across two sites and covering 16,000 patients. We are a very research- active practice.

We are a friendly team of 7 partners and 5 salaried GPs with a large primary care team of 1 practice manager, deputy practice manager and one systems and research manager, one office site manager, reception, administrative and secretarial teams, large nursing team including practice nurses, , pharmacy team, physiotherapist, social prescriber, care coordinator, and phlebotomist.

We are a training practice having registrars and medical students in all stages of their training. We actively encourage all our staff to develop professionally.

Job responsibilities

Main Duties & Responsibilities

Lead the day-to-day operational management of the practice, ensuring high standards of patient care and service delivery.

Supervise non-clinical teams including reception staff.

Manage appointment systems, staff rotas, and internal workflows.

Support recruitment, onboarding, training, and performance management processes.

Ensure the practice complies with all regulatory requirements including CQC, GDPR, health & safety, and safeguarding.

Oversee use of clinical systems e.g., SystmOne and support the integration of digital tools.

Act as a point of contact for patient feedback, concerns, and complaints, ensuring timely and professional resolution.

Support the delivery of QOF, Enhanced Services, and other contractual obligations.

Overseeing the administrative elements of QOF, liaising with GPs, nursing staff and administrators

Guiding the team to reach QOF targets (supported by the nursing and administrative leads)

Managing DNAs, providing data and planning tools coupled with liaison with referred repeat offenders

Organise Meetings and Minute Taking

Organise staff rotas and ensure cover for absences.

Oversee patient access, appointment booking, repeat prescriptions, and correspondence.

Provide support for complex patient queries and complaints.

Maintain reception policies and ensure staff compliance with confidentiality and GDPR.

Act as first point of contact for IT troubleshooting, liaising with IT services as required and managing new IT projects within the practice.

Oversee practice website, telephony, and digital systems.

Monitor operational performance and recommend improvements.

Leading the management of the clinical system, always ensuring IT security and IG compliance and responding to and resolving all local IT issues

Reviewing and updating clinical templates ensuring they relate to current practice

Actively encouraging and promoting the use of patient online services

Guiding staff and developing searches and audits on the clinical system

Ensure all staff are aware of the management of the premises, including health and safety aspects and undertake risk assessments and mandatory training as required

Monitor and disseminate information on safety alerts and other pertinent information

Support the overall practice clinical governance framework, submitting reports for OQF, enhanced services and other reporting requirements

Brief clinicians on performance levels, advising actions to ensure high achievement across all QOF areas

Support the Practice Manager in the reviewing and updating of practice policies and procedures

Support the practice and management team with continuous improvement and change initiatives

Person Specification

Qualifications

• Good standard of education with excellent literacy and numeracy skills
• - Educated to A-level/equivalent or higher with relevant experience

Personal Qualities

• - Polite and confident
• - Flexible and cooperative
• - Excellent interpersonal skills
• - Motivated and proactive
• - Ability to use initiative and judgement
• - Forward thinker with a solution focused approach
• - High levels of integrity and loyalty
• - Sensitive and empathetic in distressing situations
• - Ability to work under pressure
• - Confident, assertive and resilient
• - Ability to drive and deliver change effectively
• - Ability to motivate teams, enhance morale and maintain a positive -working environment, including team building sessions

Other Requirements

• - Flexibility to work outside core office hours
• - Always maintain confidentiality
• - Full UK driving licence

Experience

• - Experience of working with the general public
• - Experience of working in a healthcare setting
• - Experience of managing multidisciplinary teams
• - Experience of performance management, including appraisal writing, staff development and disciplinary procedures
• - Relevant health and safety experience
• - Experience of successfully developing and implementing projects
• - NHS/Primary Care general practice experience

Knowledge and Skills

• - Excellent communication skills (written, oral and presenting)
• - Excellent leadership skills
• - Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
• - Effective time management (planning and organising)
• - Ability to network and build relationships
• - Ability to implement and embed policy and procedure
• - Ability to motivate and train staff
• - Ability to recognise opportunities to enhance service delivery
• - Strategic thinker and negotiator
• - SystmOne
• - Proven problem solving and analytical skills

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Depending on experienceEquivalent to Band 4, subject to experience