Operations Manager

Job description

Job responsibilities

People Management

Line manage the Reception Manager and Administration Manager, providing leadership, support, and guidance.

Conduct appraisals, monitor performance, and coordinate training and development opportunities for staff.

Foster a positive, inclusive workplace culture that promotes wellbeing, team cohesion, and high performance.

Compliance and Governance

Lead on health and safety risk management, ensuring full compliance with the Health & Safety at Work etc. Act 1974 and related regulations.

Manage Subject Access Requests (SARs) in accordance with current data protection legislation and guidance.

Oversee practice audits and support readiness for Care Quality Commission (CQC) inspections, including the maintenance of audit records, logs, and registers. Maintain the Clinical Audit Protocol and ensure timely review cycles.

Patient Services

Manage the complaints process, including investigation, resolution, and year-end reporting in line with the practices complaints policy.

Coordinate patient engagement initiatives, such as surveys and Patient Participation Group (PPG) activities.

Monitor patient access to services, identify areas for improvement, and implement initiatives to enhance the patient experience and reduce complaints.

IT and Systems

Ensure optimal use of clinical systems (e.g. EMIS Web), telephony, and digital platforms to support operational efficiency and patient access.

Maintain up-to-date and accurate practice documentation, including templates, protocols, and digital records.

Collaborate with the PCN and ICB on digital transformation initiatives, including access improvement projects and system upgrades.

Person Specification

Qualifications

Essential

• 8 GCSEs (or equivalent) at Grade A-C or 9-5 including English & Maths.
• Management qualification or minimum 3 years management experience.
• Experience managing people and operations in a healthcare, NHS or similar small enterprise setting.
• Experience of rota planning, workflow coordination and service delivery.
• Experience working with sensitive and confidential information.
• Excellent organisational and prioritisation skills
• - Confident in decision-making and problem-solving
• - Proficient in Microsoft Office and practice systems (EMIS/SystmOne/Docman)
• - Strong interpersonal and written communication
• - Able to lead and motivate a team
• - Understanding of the structure and challenges of NHS General Practice
• - Awareness of confidentiality, data protection, and safeguarding
• - Flexible and adaptable
• - Calm under pressure
• - Committed to patient-centred care
• - Values teamwork and integrity

Desirable

• Level 4 qualification in Management or Healthcare.
• NHS GP practice or PCN experience
• Familiarity with QOF, IIF and Enhanced Services.
• - Experience of quality improvement or project management
• - Familiarity with CQC standards and NHS policies
• - Understanding of clinical coding, SNOMED, or workflow optimisation
• - Open to change and service redesign
• - Commitment to continuous professional development

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.

Employer details

Employer name

Kingsnorth Medical Practice

Address

Ashford Road

Kingsnorth

Ashford

Kent

TN23 3ED

Employer's website

https://www.kingsnorthmedicalpractice.co.uk/ (Opens in a new tab)