Operations Manager

St James Surgery; Swindon; On-site; GBP 45,000 - 60,000; Full time

Job summary

St James Surgery in Devizes is seeking an Operations Manager to drive daily operations, partner with the Practice Manager, and optimise team performance. You will foster a safe, efficient, patient-centred environment while coordinating GP rotas, procurement, payroll, and compliance across the practice.

You will lead multidisciplinary teams, review contracts, manage estates and facilities, and support strategic planning within NHS primary care, ensuring high standards of service and patient care.

Qualifications

• Experience leading a team in a healthcare, primary care or similar service setting.
• Experience of managing multidisciplinary teams.
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures.
• Knowledge of CQC, health and safety, and information governance.
• Knowledge of QOF, PCN structures and NHS access requirements.

Responsibilities

• Collaborate with Practice Manager to oversee and streamline operations for smooth functionality and efficiency.
• Lead staff to improve productivity, morale, and performance.
• Ensure safe, compliant, patient-centred environment.
• Review contracts and supplier arrangements for cost efficiencies.
• Manage GP rotas and clinic workflow, ensuring efficient coverage.
• Oversee rota management, appointment systems, and workflow processes.
• Oversee payroll and overtime processing and reporting.
• Coordinate compliance checks and health & safety procedures in line with regulations.
• Support development of staff and delivery of clinical governance.

Skills

Leadership

Rota planning

Staff development

HR & payroll

Compliance

Procurement

Contract management

Data & IT systems

Communication

Education

Leadership or management training

ILM/CMI/AMS... qualification

Tools

Accounting software

Job description

The Operations Manager plays a pivotal role in driving thepractices success by working closely with the Practice Manager to oversee theseamless execution of daily operations. This position is crucial for optimisingteam performance, streamlining processes, and ensuring that all activitiesalign with the practices long-term strategic objectives. The OperationsManager is also responsible for fostering a safe, efficient, and patient centredenvironment, ensuring both staff and patient well-being are consistentlyprioritised. This role is integral to the overall growth and sustainability ofthe practice.

Main duties of the job

Work in partnership with the Practice Manager tooversee and streamline the practice's operations, ensuring smooth functionalityand efficiency

Lead and motivate staff to enhance productivity,morale, and overall performance

Ensure the practice operates within a safe,compliant, and patient-centred environment

Regularly review contracts and supplierarrangements to identify and implement cost-effective solutions

Manage GP rotas, ensuring efficient coverage andhandling of GP allocations

Ensure effective rota management, appointmentsystems and workflow processes

Oversee the use and maintenance of accountingsoftware, ensuring all invoices are raised, processed, and managed promptly andaccurately

Ensure all estates and facilities are managedeffectively, with a focus on upkeep and compliance

Coordinate and manage regular compliance checksand health and safety procedures in line with regulatory standardsEnsure full compliance with CQC, GDPR, Health& Safety, and safeguarding regulations

About us

Residing in the heart ofbeautiful, historic Wiltshire; St James Surgery is located in Devizes. Bristol,Bath, Swindon and Salisbury are close by with good transport links to the restof the County. You will join a very welcoming practice consisting of GPs, ANP,Nurses, Physicians Associate, Pharmacist, HCAs.

We are a friendly, supportive,forward-thinking practice with over 7200 patients. We have a widemultidisciplinary team with some practitioners employed to work across the verysuccessful Devizes PCN. Come over to St James for an informal chat and experiencethe atmosphere of working in a brilliant team environment.

Job responsibilities

Collaborative working All staff are to recognise the significance ofcollaborative working and understand their own role and scope and identify howthis may develop over time. Staff are to prioritise their own workload andensure effective time-management strategies are embedded within the culture ofthe team. Teamwork is essential in multidisciplinary environments and the postholder is to work as an effective and responsible team member, supportingothers and exploring the mechanisms to develop new ways of working and workeffectively with others to clearly define values, direction and policiesimpacting upon care delivery. Effective communication is essential, and allstaff must ensure they communicate in a manner which enables the sharing ofinformation in an appropriate manner. All staff should delegate clearly and appropriately,adopting the principles of safe practice and assessment of competence. Plansand outcomes by which to measure success should be agreed. Managing informationAll staff should use technology and appropriate software as an aid tomanagement in the planning, implementation, and monitoring of care, andpresenting and communicating information. Data should be reviewed and processedusing accurate SNOMED CT codes to ensure easy and accurate informationretrieval for monitoring and audit processes Service delivery Staff will begiven detailed information during the induction process regarding policy andprocedure. The post holder must adhere to the information contained within the organisationspolicies and regional directives, ensuring protocols are always adhered to.

Security

The security of the organisation is the responsibility ofall personnel. The post holder must ensure they always remain vigilant andreport any suspicious activity immediately to their line manager.

Under no circumstances are staff to share the codes for thedoor locks with anyone and are to ensure that restricted areas remaineffectively secured. Likewise, password controls are to be maintained and arenot to be shared. Professional conduct All staff are required to dressappropriately for their role. Leave All personnel are entitled to take leave.Line managers are to ensure all their staff are afforded the opportunity totake a minimum of 25 days leave each year and should be encouraged to take alltheir leave entitlement.

The following are the core responsibilities of theOperations Manager. There may be, on occasion, a requirement to carry out othertasks; this will be dependent upon factors such as workload and staffinglevels. The Operations Manager is responsible for: Operational Management

Deputising for the Practice Manager

Attending meetings on behalf of Practice Managerwhen required to do so

The ordering of consumables/Amazon purchases,tea, coffee, and coffee capsules etc

Advising the Practice Manager of any changesthat would affect the Business Continuity Plan

Ensuring the Business Continuity Plan isregularly updated and that all staff are informed and understand their roleswithin it

Supporting the Practice Manager in theday-to-day operations of the practice ensuring staff achieve their primaryresponsibilities

Ensuring effective rota management, appointmentsystems, and workflow processes

The production of GP rotas in conjunction withthe HR Partner

The management of all GP annual leave inconjunction with the PM and Partners

The booking of locums in line with practiceprotocol and within the agreed budget, unless prior approval is obtained fromthe Practice Manager

Managing contracts for services, highlightingissues and cost efficiencies (e.g., cleaning, gardening, window cleaning, etc.)

The management of all Pension or PCSE relatedactivities and queries.

The management and processing of all payroll andovertime submissions

Managing DNAs, providing data and planning toolscoupled with liaison with referred repeat offenders in conjunction with the PM

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

Supporting the delivery of clinical servicesthrough efficient administrative coordination

Ensuring a high standard of customer service ismaintained

Managing complaints, suggestions, and patientqueries in line with policy

Marketing the practice appropriately to ensurethe patient population is stable or increasing

Liaising with the accountants for any, payroll,pension or tax queries Staff Management and Development

Providing leadership and guidance to all staffensuring that they always adhere to policy and procedure

Reviewing and regularly updating jobdescriptions and person specifications ensuring all staff are legally andgainfully employed

Proactively overseeing HR processes andprocedures, ensuring effective and consistent management of the sicknessabsence protocol.

Acting as the lead for recruitment includingpre-employment checks and DBS

Evaluating, organising, and overseeing the staffinduction program

Implementing and embedding an effective staffappraisal process. Fostering a collaborative and positive work culture

Implementing and embedding an effective practiceand staff development plan for all staff (clinical and administrative) whilstmaintaining a robust training record

Implementing effective systems for theresolution of disciplinary and grievance issues, maintaining an overview ofstaff welfare

Conducting appraisals, managing performance, andsupporting professional development

Ensuring effective management of annual leave,maintaining adequate rota coverage and appropriate skill mix, particularlyduring peak periods such as school holidays, Christmas, and around BankHolidays

The organising of staff functions e.g.Christmas, retirements etc.

The arranging of collections, gifts, flowers etcin conjunction with the relevant managers

Compliance and Regulatory Management

Implementing systems to ensure compliance withCQC regulations and standards

Reviewing and updating clinical templatesensuring they relate to current practice

Actively encouraging and promoting the use ofpatient online services Clinical Systems and Data Management

Guiding staff and developing searches and auditson the clinical system in conjunction with the PM.

Ensuring the practice website and social mediasites are up to date in conjunction with the PM.

Guiding the team to reach QOF targets (supportedby the Data Quality nursing and administrative leads)

Procurement and Supplier Management

Overseeing procurement and manage relationshipswith external suppliers Strategic Planning and Service Development

Contributing to business planning andimplementation of strategic objectives

Supporting service development and qualityimprovement initiatives Secondary responsibilities Patient and CommunityEngagement

Leading the management of the PatientParticipation Group in the absence of the Practice Manager

Coordinating practice involvement in PCNmeetings and data sharing Complaints and Incident Management

Implementing the complaints process, ensuringcomplaints are dealt with in a timely manner and, where necessary, escalated tothe Practice Manager or Clinical Lead

Assisting in managing significant event reviews,audits, and learning processes

Ensuring appropriate documentation and follow-upof risk incidents or complaints Compliance and Risk Management

Ensuring all staff are aware of the managementof the premises, including health and safety aspects, and undertake riskassessments and mandatory training as required

Monitoring and disseminating information onsafety alerts and other pertinent information

Ensuring full compliance with CQC, GDPR, Health& Safety, and safeguarding regulations

Conducting regular premises risk assessments andensure compliance with H&S standards

Supporting the overall practice clinical governanceframework, submitting reports for QOF, enhanced services, and other reportingrequirements

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

Tracking performance-related income (QOF,enhanced services)

Developing, implementing, and embedding thepractice audit program (in conjunction with the lead nurse)

Assisting with audit preparation and implementimprovement actions

Maintaining clinical meeting records and action.

The collation and submission of data for QOF,Enhanced Services, and other contractual obligations Policy, Procedure, andContinuous Improvement

Supporting the Practice Manager in the reviewingand updating of practice policies and procedures

Supporting the practice and management team withcontinuous improvement and change initiatives Strategic Planning and Funding

Supporting funding applications and bids forlocal or national initiatives

Monitoring changes in NHS policy andcommissioning that affect the practice

Producing internal reports or dashboards toinform decision-making Data Management and Reporting

Collection and submission of data for QOF,Enhanced Services, and other contractual obligations

The production of internal reports or dashboardsto inform decision-making logs

Person Specification

Person specification Essential Desirable Experience Experience leading a team in a healthcare, primary care or similar service setting 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 Experience of successfully developing and implementing projects NHS/Primary Care general practice experience Relevant health and safety experience Experience in general practice operations, reception or team leader roles Knowledge Understanding of CQC standards, health and safety, and information governance Knowledge of QOF, PCN structures and NHS access requirements Qualifications Good general education, with evidence of leadership or management training ILM, CMI or AMSPAR qualification Skills Strong organisation, rota planning and problem-solving; confident with data and IT systems; clear communication Process improvement or change management experience Personal qualities Calm under pressure, approachable, dependable and committed to patient-centred care Experience working with a diverse patient population

• Person specification
• EssentialDesirable
• ExperienceExperience leading a team in a healthcare, primary care or similar service setting
• 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
• Experience of successfully developing and implementing projects
• NHS/Primary Care general practice experience
• Relevant health and safety experienceExperience in general practice operations, reception or team leader roles
• KnowledgeUnderstanding of CQC standards, health and safety, and information governanceKnowledge of QOF, PCN structures and NHS access requirements
• QualificationsGood general education, with evidence of leadership or management trainingILM, CMI or AMSPAR qualification
• SkillsStrong organisation, rota planning and problem-solving; confident with data and IT systems; clear communicationProcess improvement or change management experience
• Personal qualitiesCalm under pressure, approachable, dependable and committed to patient-centred careExperience working with a diverse patient population

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.