Operations Manager

Folly Lane Medical Centre; Warrington; On-site; GBP 45,000 - 55,000; Full time

Job summary

A busy medical practice in Warrington seeks an experienced Operations Manager to enhance patient services. You will oversee daily operations, lead teams, and ensure compliance with CQC standards. Ideal candidates will have a strong leadership background, excellent communication skills, and experience in managing multidisciplinary teams. Join a supportive environment with a commitment to providing outstanding care to the community.

Qualifications

• Experience in managing large multidisciplinary teams.
• Experience of performance management and disciplinary procedures.
• Ability to network and build relationships.

Responsibilities

• Ensure the smooth running of all daily practice operations.
• Monitor workflow and patient flow.
• Lead and manage reception and administrative teams.

Skills

Leadership and Management

Communication

Staff Development

Problem-Solving

Education

Leadership and/or Management Qualification

Job description

Due to retirement, Folly Lane Medical Centre is looking for an exceptional Operations Manager to join our team mid March 2026 and play a pivotal role in ensuring the smooth, efficient, and high quality delivery of patient services. As one of the busiest practices in the area, we need someone who can balance strategic oversight with hands on operational management, supporting our clinicians and administrative teams to provide outstanding care to our community.

If you're motivated by making a real difference, passionate about improving systems and processes, and confident in leading people through change, wed love to hear from you.

Main duties of the job

• Ensure the smooth running of all daily practice operations
• Monitor workflow, patient flow, and service delivery
• Resolve operational issues quickly and effectively
• Lead and manage reception and administrative teams
• Oversee rotas, recruitment support, induction, and training
• Oversee administration of clinical systems (SystmOne) and ensure staff competency
• Work closely with the Practice Manager on and tasks
• Step into the Practice Manager role when required (e.g. absence)
• Ensure the practice meets CQC standards and other regulatory requirements
• Maintain policies, protocols, and risk assessments
• Support safeguarding, infection control, and health & safety compliance
• Oversee reception processes and patient communication channels
• Handle complaints, feedback, and patient satisfaction initiatives
• Ensure a patient centred environment and high quality service delivery
• Streamline workflows and optimise practice processes
• Support strategic planning and longterm development
• Implement new systems or ways of working to improve efficiency

About us

We are a five GP partner forward thinking training practice with a patient list size of approximately 10,000. We are a friendly and supportive team with an excellent working environment. We are otherwise fully staffed. Our team includes:-

Practice Manager & Operations Manager,

GP trainees

Nursing team: Nurse Practitioner, Practice Nurse (Diabetes), Practice Nurse, Assistant Practitioner

Administration Team Senior Administrators, Medical Secretaries

Reception team

We are one of seven practice that make up Central & West Warrington PCN, with one of our GP partners being the Clinical Director. With this comes additional staff such as Health & Wellbeing Coaches, Paramedics, First Contact Physiotherapists, Social Prescribers, Clinical Pharmacist, Pharmacy Technicians and Care Co-ordinators.

Job responsibilities

JOB TITLE:

Operations manager

RESPONSIBLE TO

Partners & Practice Manager

RESPONSIBLE FOR

Reception and Administration Team

JOB PURPOSE

To ensure the effective and efficient management of the Practice operations.

To provide day-to-day management of Operational staff within the Practice.

To develop and maintain individual and team performance.

To ensure the profitability and efficiency of the Practice, in line with NHS, Partners and legislative guidelines.

To ensure compliance with CQC requirements

Deputise for Practice Manager

To manage operational team

To develop a culture of care, compassion and respect for patients, carers and staff.

MAIN DUTIES AND RESPONSIBILITIES

• Contribute to the overall operational, strategical and clinical development of Folly Lane Medical Centre
• Leadership and Management of the Operations team and function as a whole.
• Ensure line management duties are carried out with direct reports ensuring appropriate staffing structures are in place to support the needs of the practice.
• Deputise for Practice Manager
• Continual review and improve the practice systems to ensure optimal delivery of patient services
• Overall responsibility for the Administration and Reception team functions, all staff, including coaching of first reports, helping them recruit, train and develop their departmental function in line with organisational strategy
• Develop and maintain effective communication between functional teams within the Practice to ensure a high standard of information flow within the Practice.
• Work with work streams to ensure new Ops/Access projects are implemented effectively and efficiently
• Ensure that all training, development and induction of all Operational Staff members are undertaken in line with practice policies and procedures
• Adding and amending the clinical rotas on SystemOne
• Continual review of practice systems & procedures to ensure optimal delivery of patient services at all times.
• Work with Digital Transformation Lead to support and incorporate QOF/LES/DES requirements in Reception and Admin procedures
• Continual review of practice clinical system (SystmOne) to ensure optimal delivery of patient services, to act as SystmOne champion, maintain adequate working knowledge to maintain this specialism
• Support the Digital Transformation Lead with the continual review of IT software for Admin and Reception to ensure optimal delivery of services for both patients and staff
• Support the Practice Manager in the development, implementation and review of practice policies and procedures ensuring they remain up to date and comply with appropriate regulations governing the practice operations
• Ensure patient information is communicated effectively and appropriately
• Review, implement and monitor Practice Complaints Procedure, whilst advising Partners of complaints and develop systems to prevent recurrence of issues
• Support the Practice Manager in the review, implement and maintain CQC policies for Operations
• Maintain health, safety and security as defined in the practice Health and Safety Policy, ensuring all Operational Staff adhere to policies and practice
• Attendance and management of Practice meetings. Preparation of agendas, minutes and scheduling/implementation of planned actions, ensuring sharing of Practice development information
• Lead the PPG meetings
• Regular Capacity & Demand audits
• Booking locums

Personal Qualities

Act as apositive role model to promote team working, respect and excellence

To beresilient whilst embracing change

The abilityto motivate staff and contribute to staff resilience

To havepersonal qualities such as, resourcefulness, stamina, motivation andperseverance

The abilityto work within a multidisciplinary team

A realisticidea of what the work involves.

Confidentiality

Inthe course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters.They do so in confidence and have the right to expect that staff will respecttheir privacy and act appropriately

Inthe performance of the duties outlined in this job description, thepost-holder may have access to confidential information relating to patientsand their carers, Practice staff and other healthcare workers. They may alsohave access to information relating to the Practice as a businessorganization. All such information from any source is to be regarded asstrictly confidential

Informationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the Practice may only be divulged to authorized persons inaccordance with the practice policies and procedures relating toconfidentiality and the protection of personal and sensitive data.

Health and Safety

Toassist in promoting and maintaining their own and others health, safety andsecurity as defined in the Practice Health & Safety Policy to include

Providing information regarding immuneconsent with particular regard to Hepatitis B status

Identifying the risk involved in workactivities and undertaking such activities in a way that manages those risks

Using appropriate infection controlprocedures particularly those relating to needlestick injuries, maintainingwork areas in a tidy and safe way and free from hazards

Ensuring that all accident or dangerousaccidents are reported and investigated, and follow up action taken wherenecessary.

Equality and Diversity

Tosupport the quality, diversity and rights of patients, carers and colleaguesto include:

Acting in a way that recognizes theimportance of peoples rights, interpreting them in a way that is consistentwith current legislation

Respecting the privacy, dignity, needs andbeliefs of patients, carers and colleagues

Behaving in a manner which is welcoming toand of the individual, is non-judgemental and respects their circumstances,feelings, priorities and rights.

Communication

To recognize the importance of effectivecommunication within the team and will strive to:

Communicate effectively with other teammembers

Communicate effectively with patients andcarers

Recognise peoples needs for alternativemethods of communication and respond accordingly.

Facilitate effective communication of teamworking between staff of all disciplines.

Person Specification

Qualifications

• Leadership and/ or Management Qualification
• Experience in working with the general public
• Experience in managing large multidisciplinary teams
• Experience of performance management, staff development and disciplinary procedures.
• Excellent communication (written, oral and presenting)
• Ability to network and build relationships
• Ability to network and build relationships

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.