Operations Manager - Practice and Patient Services (Maternity Cover)

Park Medical Centre


This job is now closed

Job summary

Located close to the city centre we are a busy, supportive, forward thinking general practice and proactive member of Chester East PCN. We are looking to recruit a highly motivated Operations Manager specialising in Practice and Patient Services (Admin and Reception functions) to join our senior management team on a 12 month fixed term basis covering maternity leave (anticipated to be from February 2022). Experience in general practice, team leadership and the above noted areas is essential.

Main duties of the job

The Operations Manager (Practice and Patient Services Team) will work closely with the Operations Manager (Compliance, IT and Data Quality) and the Business Partner as part of the senior management team at Park Medical Centre.

They will be accountable and responsible for a number of key tasks, and through their management and coordination they will ensure delivery of these areas of accountability and responsibility. Through innovative ways of working they will; lead the team in promoting Equality Diversity & Inclusion, Health and Wellbeing, Quality & Continuous Improvement, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and Safety Health Environment & Fire, and ensuring the practice complies with CQC regulations.

About us

You will work alongside the Business Partner and Operations Manager (Compliance, IT and Data Quality - providing cross cover where necessary) as part of the senior management team, with direct line management for specific staff members within the Operations Team. You will also work closely with the wider clinical team and Partners to deliver excellent patient centred healthcare. The practice clinical team is comprised of 5 GP Partners, 3 Salaried GPs, 2 GP Retainers, ANP, 2 Nurse Prescribers, Trainee Nursing Associate, an HCA and a Medical Assistant. We are an EMIS Web practice with no current out of hours commitments although this may be subject to change from April 2022.

With just over 10,000 patients Park Medical Centre plays an active part in the care community meeting the needs of its patient population. Increasingly we are also working collaboratively with neighbouring practices as part of Chester East Primary Care Network to drive the development of sustainable models of care. This will also extend to the range of additional roles being provided for under the PCN DES which we are actively recruiting to and rolling out services.

If you want to explore this exciting opportunity further we would be happy to hear from you, practice visits welcome by prior arrangement.

Job description

Job responsibilities

The following are the core responsibilities of the Operations Manager (Practice and Patient Service). There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

The Operations Manager (Practice and Patient Services) is responsible for:

a. Accountable for the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities

b. Overseeing the administrative elements of QOF, liaising with the Practice Operations Manager (Compliance, IT and Data Quality)

c. Operational co-ordination with Nurse & HCA Team Manager

d. Responsible for compliance with CQC regulations and standards

e. Responsible for the direct line management of the following staff: Practice and Patient Services

f. Accountable for the evaluating, organising and overseeing & embedding the staff induction & training programme

g. Responsible for establishing, reviewing and regularly updating Job Descriptions and Person Specifications, ensuring all staff are legally and gainfully employed

h. Responsible for developing, implementing and embedding an effective staff appraisal process

i. Responsible for developing, implementing and embedding an effective practice and staff development plan, including mandatory training programmes

j. Responsible for implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare and ensuring the Business Partner is kept informed

k. Responsible for ensuring adherence to all practice protocols and policies within Practices and Patient Services

l. Maintaining an effective overview of HR legislation

m. Accountable for managing the financial elements of the practice, including Practice and Patient Services budgets and overtime, and seeking to maximise income and reduce expenditure

n. Be a deputising site contact (to the Business Partner) for service contracts i.e. maintenance

o. Responsible for developing, implementing and embedding an efficient business resilience plan (BRP)

p. Accountable for coordinating the reviewing and updating of all Practice and Patient Services policies and procedures

q. Leading change and continuous improvement initiatives; coordinating all projects within the practice

r. Coordinating and leading the compilation of practice reports and the practice development plan (PDP)

s. Adopting a strategic approach to the management of all practice and patient services matters

t. Responsible for developing, implementing and embedding an effective communication strategy (internal and external)

u. Ensuring the practice maintains compliance with its NHS contractual obligations

v. Actively encouraging and promoting the use of patient online services

w. Liaising at external meetings as required

x. Marketing the practice appropriately

y. Accountable for leading the management of the Patient Participation Group

z. Acting as the complaints manager, ensuring complaints are dealt with in a timely manner and where necessary escalated to the next level

aa. Responsible for ensuring all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively including mandatory training

bb. Preparing agendas for, taking minutes of and deputising as chair for practice meetings

Person Specification



  • - Experience of working with the general public
  • - Experience of working with the following Health IT services:
  • EMIS ,ICE, Docman, Lexacom, Apex , Qlikview, practice websites
  • - Experience of managing large multidisciplinary teams
  • - Experience of performance management, including appraisal writing, staff development and disciplinary procedures
  • -Experience of successfully developing and implementing projects
  • - Experience of workforce planning, forecasting and development
  • - Experience of chairing meetings, producing agendas and minutes


  • - Experience of working in a health care setting
  • - NHS / Primary Care General Practice experience
  • - Relevant health and safety 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 solutions 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 of core office hours
  • - Disclosure Barring Service (DBS) check
  • - Maintains confidentiality at all times
  • - Full UK driving licence



  • - Ability to exploit and negotiate opportunities to enhance service delivery
  • - Excellent communication skills (written, oral and presenting)
  • - Strong IT skills (generic)
  • - Excellent leadership skills
  • - Strategic thinker and negotiator
  • - Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
  • - Effective time management (Planning & Organising)
  • - Ability to network and build relationships
  • - Proven problem solving & analytical skills
  • - Ability to develop, implement and embed policy and procedure
  • - Ability to motivate and train staff


  • - EMIS user skills



  • - Educated to degree level in healthcare or business, or relevant experience
  • - Good standard of education with excellent literacy and numeracy skills
  • - Leadership and / or Management Qualification, or relevant experience

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

Park Medical Centre


Shavington Avenue



Employer's website

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

For help with your application, contact:

Richard McLeod


Date posted

02 September 2021

Pay scheme





Fixed term


12 months

Working pattern

Full-time, Flexible working

Reference number


Job locations

Shavington Avenue



Supporting documents

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