About this role
Job summary
Are you an experienced Operations Manager looking for your next challenge in primary care? Long Lane Surgery, a busy and friendly GP practice serving around 14,000 patients in Coalville, Leicestershire, is looking for someone to join our leadership team and help keep the practice running smoothly, day in, day out.
Reporting directly to the Practice Manager, you'll play a pivotal role in shaping how our practice operates, from staffing and compliance to service delivery and staff development. You'll work closely with our GP Partners, clinical teams and support staff, giving you real influence over the day-to-day experience of both our patients and our people.
This is a great opportunity for someone who thrives on variety, enjoys problem-solving, and wants to be part of a genuinely supportive team where ideas are welcomed and no two days are the same. If you've got a background in primary care or the wider NHS and you're ready to make your mark, we'd love to hear from you.
Main duties of the job
Day to day, you'll be the glue that holds our operations together, keeping staffing, rotas, facilities and IT running smoothly so the whole practice can focus on delivering great patient care. You'll support recruitment, onboarding and staff wellbeing, working alongside the Practice Manager to keep us compliant and CQC-ready. You'll also get stuck into projects that genuinely improve how we work, whether that's refining workflows or helping our teams develop and grow.
About us
Long Lane Surgery is a busy, friendly GP practice in Coalville, Leicestershire, serving around 14,000 patients. Our team includes 2 Partners, 9 Salaried GPs, Advanced Nurse Practitioners, a Paramedic, nursing and pharmacy teams, plus our care navigation and administrative teams, all working closely with our Primary Care Network, Community Services and the ICB. We offer a wide range of in-house services, from minor surgery and joint injections to coil fitting and vasectomies, so there's always plenty of variety in what we do.
We're proud to be more than just a workplace. We've built a culture where staff wellbeing genuinely comes first, ideas are welcomed from everyone regardless of role, and the team looks out for one another. You'll benefit from in-house career development, mentoring and regular training investment, 5 weeks' annual leave plus bank holidays, NHS Pension, and yes, a daily team coffee break that we take very seriously. If you're looking for a supportive, forward-thinking team where your voice matters, you'll find it here.
Job description Job responsibilities
Job Summary
To support the Practice Manager in all aspects of practice functionality, motivating and managing staff, optimising efficiency and overall performance, ensuring the practice achieves its long-term strategic objectives in a safe and effective working environment.As this role will have access to a higher level of confidential data in the course of their employment, there is an expectation that the post holder will always maintain the highest level of confidentiality and integrity. Sensitive information could be from either internal sources, or from external partner organisations.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, SHEF, quality and continuous improvement, confidentiality, collaborative working, service delivery, and learning and development, and ensuring the practice complies with CQC regulations.The post-holder will be an integral part of the general practice team.
Primary Responsibilities
The following are the core responsibilities of the Operations Manager. 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 is responsible for:
Leading the day-to-day operations of the practice, ensuring all staff are equipped and supported to deliver their primary responsibilities effectivelyProviding leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times Maintain the highest levels of confidentiality due to the nature of the role and with being exposed to a greater level of confidential material and dataManaging the administrative aspects of QOF, coordinating with GPs, nursing staff, and administrators, and ensuring the team meets QOF targets.Project managing tasks as needed, ensuring timely delivery, coordination across teams, and successful completion of objectives.Implementing systems to ensure compliance with CQC regulations and standardsDirect line management of the following staff: GP Team, Clinical Practitioner Team, Practice Nurse Lead, Contracts & Finance Manager, Pharmacy Team Lead, Administrative Services Manager and Care Navigation Manager Leading on recruitment for the practice, from advertising and interviewing through to appointment, including pre-employment checks and DBS processingPerforming 3 and 6 month reviews for all new direct reports and ensure these reviews are completed for all staffEvaluating, organising and overseeing the staff induction programmeImplementing and embedding an effective staff appraisal process, and undertake appraisals for those that they line manageReview and regularly update job descriptions and person specifications, ensuring all staff are legally and gainfully employedImplementing and embedding an effective practice and staff development plan (clinical and administrative), including mandatory training programmesOverseeing staff training, ensuring all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectivelyImplement effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfareLead the management of the clinical system, ensuring IT security and IG compliance at all times and responding to and resolving all local IT issuesCoordinating the reviewing and updating of all practice policies and procedures Supporting the procurement of practice equipment, supplies and servicesAdopting a strategic approach to the management of patient services matters, ensuring this is implemented practice-wideImplementing and embedding an effective communication strategy (internal and external)Ensuring the practice maintains compliance with its NHS contractual obligationsActively encouraging and promoting the use of patient online servicesLiaising at external meetings as requiredLeading the management of the Patient Participation Group Guiding staff and developing searches and audits on the clinical systemReviewing and updating clinical templates ensuring they relate to current practiceMarketing the practice appropriately to ensure patient population is stable or increasing Managing and monitoring service contracts (e.g. cleaning, gardening, window cleaning), escalating issues promptly, and liaising with the Contracts and Finance Manager where contracts fall under their remitManage DNAs, providing data and planning tools coupled with liaison with referred repeat offendersIdentify and deliver team training where requiredSupport the management team in the compilation of practice reports and the practice development planWorking as a flexible and integral member of the practice team, providing support to colleagues where needed to ensure smooth day-to-day runningBe aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding ChildrenSupport in the delivery of enhanced services and other service requirementsUndertake all mandatory training and induction programmesAct as a leader in support of the spectrum of clinical governance Maintain a clean, tidy, effective working area at all timesOverseeing the management of the premises, including health and safety aspects, ensuring staff are aware of their responsibilities, and undertaking risk assessments and mandatory training as required to maintain complianceCoordinate all staff absences, maintaining an effective absence register and carrying out return to work meetings, a d dealing with continuous absence as per practice policyBrief clinicians on performance levels, advising actions to ensure high achievement across all QOF areasLeading the practice's complaints process, including complex enquiries and formal complaints, ensuring timely resolution and escalation where necessary, as the practice's Complaints OfficeEnsuring all staff are fully conversant with the practice's complaints procedureOverseeing significant events, ensuring they are dealt with in a timely manner and where necessary escalated to the next level Identifying trends and devising solutions to reduce risk and repeated occurrences of significant eventsPresenting findings of annual complaints and significant events to the practice team Continually assessing and evaluating systems, recommending changes and improvements to the Practice Manager as appropriateAttending and participating in identified practice meetingsProviding and promoting an enthusiastic support role and maintain team efficiencyLooking after the welfare of all practice staffMonitoring and disseminating information on safety alerts and other pertinent information Ensuring clinical system have been configurated by the IT Officer, as indicated by LHISMonitoring compliance with health and safety legislation, providing leadership and direction for staff
Secondary Responsibilities
In addition to the primary responsibilities, the Operations Manager may be requested to:
Deputise for the Practice ManagerAct as the communication link between the management team and staffAttend and actively participate in practice management meetingsAttend any external meetings pertinent to this roleRepresent the practice locally as requiredAct as the primary point of contact for NHS(E), CCG, PCN, community services, suppliers and other external stakeholders in the absence of the Practice ManagerSupport and participate in shared learningParticipate in any audits as directedSupport the practice and management team with continuous improvement and change initiativesSupport the overall practice clinical governance framework, submitting reports for OQF, enhanced services and other reporting requirements using CQRS/ Open Exeter etc.Preparing agendas for, and chairing practice meetingsAct as the building manager, dealing with defects, maintenance and all other associated tasksMaintain a working knowledge of ICB initiativesMaintain a working knowledge of CQC requirementsMaintain a working knowledge of QOF requirements
Person Specification
Qualifications Essential
Good standard of education with excellent literacy and numeracy skills
Desirable
Leadership and / or Management Qualification AMSPAR Qualification
Experience Essential
Experience of working with the general public Experience of working in a health care setting Experience of leading 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 NHS / Primary Care General Practice experience
Desirable
Relevant health and safety experience Experience of producing agendas and minutes for meetings
Skills, Personal Qualities and Other Requirements Essential
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 Ability to recognise opportunities to enhance service delivery Systmone user skills Effective time management (Planning & Organising) Proven problem solving & analytical skills Ability to develop, implement and embed policy and procedure Ability to motivate and train staff Ability to exploit and negotiate opportunities to enhance service delivery 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 Flexibility to work outside of core office hours Disclosure Barring Service (DBS) check Maintains confidentiality at all times Full UK driving licence
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 Long Lane Surgery
Address Beacon house
Long lane
Coalville
Leicestershire
LE67 4DR
United Kingdom
Employer's website https://www.longlanesurgery.co.uk/ (Opens in a new tab)