About this role
Job summary
The Operations Manager is responsible for the smooth, efficient day-to-day running of practice operations, line-managing front-of-house reception and administrative staff and ensuring the practice objectives are met. To manage all staff within their job descriptions and to ensure that performance meets satisfactory standards.
A primary focus of this role is operational change leadership actively evaluating practice workflows, designing and implementing process improvements, and auditing outcomes to maximise practice efficiency and patient care.
The post-holder ensures real-time operational resilience (such as dynamic staffing and phone queue management), oversees non-clinical complaints, leads the logistical delivery of QOF and vaccination campaigns, and maintains internal operational audits to catch performance bottlenecks early.
The applicant should have strong interpersonal skills, from team building to performance management, and excellent written and communication skills.
You will be able to solve problems efficiently and have excellent knowledge and day to day application of IT systems (Word, Excel and PowerPoint), including troubleshooting. You will be well organised with the ability to work under pressure, remaining calm, focused, and approachable and have a strong 'can do' attitude.
You will be directly reporting to the Partners.
Salary is negotiable dependent upon experience.NHS Pension6 weeks Annual leave
Main duties of the job
KEY RESPONSIBILITIES
To be responsible for the day-to day management of all staff and team leads.Staff performance management and monitoring and optimising contractual performance. Induct training and manage HR in relation to staff.Evaluating practice workflows, designing and implementing process improvements, and auditing outcomes to maximize practice efficiency and patient care.To support IT in the administration of the Clinical System and other software and ensure the optimal and advanced use of technology to maximise productivity and efficient processes. Maintain practice website and communications with patients and external agencies.To provide help for all premises issues, costing works and reporting to the Partners.To support the Practice with CQC standards.To support the Partners for Health and Safety and Infection Control within the surgery and ensure compliance with all health and safety, employment, data protection and other relevant legislation.
About us
Elm Tree Surgery is an innovative and forward-thinking GP Practice, located in Thornaby, Stockton-on-tees.
We have an exciting opportunity for an accomplished, experienced, and highly motivated Operations Manager, with a passion for improving patient's care experience, people management and general practice experience to join our GMS Training practice with a list size of 20,000+.
We have a clinical team of 5 GP Partners, 6 Salaried GPs, Advanced Care Practitioners/Paramedics, a team of Practice Nurses, a Nursing Associate, HCAs, and Phlebotomists. The clinical team are supported by Management, Admin and Reception.
The focus of the role will be on the effective operational day to day running of the Practice, Staff Management, Patient engagement and supporting the delivery of a high standard of quality care for our patients.
In addition you will work with the Partnership and Management to deliver and implement the Practices objectives, contractual requirements, and long-term strategy.
Job description Job responsibilities
Operational & Line Management
Direct line management of reception and administrative staff, including appraisals, performance management, and staff development. Monitoring and optimising contractual performance. Induct training and manage HR in relation to staff.
Manage daily rotas, sickness, and planned leave dynamically to ensure front-of-house and call-handling capacity remain fully covered and patient wait times are minimised.
Foster a positive, supportive team culture focused on excellent patient service.
Change Leadership & Process Optimisation
Evaluate existing administrative workflows and identify operational friction points.
Design, test, and implement practical solutions and new systems to streamline practice operations.
Conduct regular operational audits to measure the impact of new processes, tweaking and refining workflows until peak efficiency and safety are achieved.
Campaign Logistics & Target Management (QOF & Vaccines)
Oversee the logistical planning, booking schedules, and operational delivery of seasonal vaccination campaigns (e.g., Flu, COVID-19, routine vaccines).
Manage the administrative workflows supporting QOF (Quality and Outcomes Framework) targets, ensuring call-back and recall schedules run smoothly.
Operational Audits & Performance Tracking
Routinely monitor administrative output, recall lists, and operational task queues.
Identify areas falling behind targets early, implement operational fixes, and escalate unresolvable systemic issues to the Partners and PBM.
Patient Experience & Non-Clinical Complaints
Serve as the primary lead for resolving non-clinical patient complaints and informal feedback.
Investigate issues thoroughly, draft response letters under guidance, and implement operational learnings to prevent repeat issues.
IT
To support IT in the administration of the Clinical System and other software and ensure the optimal and advanced use of technology to maximise productivity and efficient processes.
Maintain practice website and communications with patients and external agencies.
Ensure compliance with Data Protection legislation.
Premises & CQC Support
Coordinate day-to-day facilities and premises maintenance (organising contractors, health & safety checks, routine repairs) reporting to the Partners and PBM.
Assist the PBM and Clinical Lead Nurses with ongoing CQC compliance and audit readiness.
To support the PBM in the execution of their role, especially in their absence.
CORE PRINCIPLES
To ensure confidentiality of information (written, oral and electronic) is always preserved whether at or away from work.
To follow practice procedures to ensure that Caldicott Guardian and Security requirements are always met.
To follow procedures to ensure compliance with the Data Protection Act 1998 & GDPR.
To follow all practice protocols concerned with the maintenance of ethical practice.
To be responsible for the day-to-day supervision and management of all reception and admin staff, manage the reception/admin areas and associated functions in accordance with agreed procedures, protocols and time scales, reporting to the Partners as necessary.
To respect, support, contribute for implementing commitment to Diversity and Equality of Opportunity
To deal with complaints promptly and according to organisational protocol when required.
To demonstrate commitment to Continuing Professional Development.
MANAGEMENT SUPPORT
During Practice and Staff meetings, taking minutes, typing them, and actioning any points thought necessary by the Partners or the PBM.
Maintain the Petty Cash: monitored and recorded appropriately.
HUMAN RESOURCES, RECORDS AND TRAINING
To aid with the recruitment, induction, and training of new staff.
Keep accurate records of all staff annual and sickness leave and to provide information for payroll purposes each month. (payroll in the absence of the PBM)
Organise staff rotas to ensure adequate staffing levels: In conjunction with the practice co-ordinator, the forward planning of staffing levels e.g. Staff rotas, holiday rotas and ensure that there is adequate staffing to meet the anticipated workload to cover sickness, time in lieu, training days and holidays for staff and ensuring all duties and workload is covered. Periodically with the PBM, review the staff rota and allocation of duties to ensure the organisation is effectively meeting the practice and patient needs.
Be responsible for recording and maintaining the vaccination status including Hepatitis B, Influenza, Covid Vaccination status of all staff.
Maintain an accurate log of resuscitation training of all clinical and non-clinical staff and arrange training every year. Maintain an accurate log of e-learning training of all clinical and non-clinical staff and arrange training every year.
IT SUPPORT AND DATA QUALITY.
To provide support, advice, and training for current and new practice staff in the use of the Clinical System.
PREMISES AND EQUIPMENT
To be responsible for the general upkeep of the premises, costing reparations and presenting these to the Partners as requested and within the requested timeframe.
To annually review maintenance contracts held with outside organisations two months before renewal dates, to include quotes from other providers and preparing comparison information for the PBM in time to make changes if appropriate, when required.
To ensure that the practice refrigeration is maintained to the required standard for immunisations/vaccinations and the regular maintenance of this. Auditing that daily temperature monitoring is adhered to.
To undertake premises Risk Assessments as laid down in Standard Operating Procedures and to bring to the attention of the Partners & PM any matters arising from them and then to implement any changes required, according to timescales given to them.
PERFORMANCE AND QUALITY INDICATORS
To ensure staff are aware of the importance of maintaining disease registers and assist in the validation process.
To take part in significant event auditing meetings and ensuring that learning outcomes are addressed and followed through with the appropriate staff.
SUPPORT FOR THE PARTNERS
The post holder will support the Partners with any duties they are requested of consummate to their grade.
HEALTH AND SAFETY
Be responsible for ensuring the H&S manual is up to date and compliant with current legislation and implementing any changes within one month of notification.
Ensure staff are trained in their responsibilities in H&S.
GENERAL DUTIES
Ensuring that the telephone system is operational at the beginning and end of each day in accordance with practice protocol. This includes updating the settings to reflect services, Bank Holiday dates, emergency or out of hours services, training purposes.
CONFIDENTIALITY GENERAL DUTIES
Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. This duty of care extends beyond the term of any position within the Practice.
EQUALITY AND DIVERSITY
The post-holder will support the equality, diversity, dignity, privacy and rights of patients, carers and colleagues.
PERSONAL/PROFESSIONAL DEVELOPMENT
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
QUALITY
The post-holder will strive to maintain quality within the practice, and will
Alert other team members to issues of quality and risk.
Effectively manage own time, workload, and resources.
COMMUNICATION
The post-holder should recognise the importance of effective communication within the team with patients and carers.
CONTRIBUTION TO THE IMPLEMENTATION OF SERVICES
The post-holder will apply practice policies, standards, and guidance.
OTHER
To carry out other duties that are required within the role as it evolves within the development of the organisation.
FLEXIBILITY
This Job Description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder. The post holder is required to carry out any duties that may reasonably be requested by the Partners or management team.
Person Specification
Qualifications Essential
A-Level / NVQ Level 4 or equivalent management/operational experience. GCSE English & Maths (Grade C/4 or above). Management or leadership qualification (e.g., ILM Level 3/5). CQC or Health & Safety compliance training. NHS Primary Care experience preferable.
Desirable
Previous experience of managing staff in a GP Practice with practical knowledge of QOF and Primary Care NHS targets. Experience of management within the NHS, particularly in Primary Care.
Experience Essential
Experience Proven track record in line management and team leadership. Demonstrated experience in process improvement (designing, implementing, auditing, and refining workflows). Experience in dynamic resource allocation (managing rotas, staff sickness, and service cover under pressure). Experience handling customer/patient complaints and conflict resolution. Experience working within NHS Primary Care, General Practice, or healthcare settings. Experience coordinating large-scale campaign logistics (e.g., vaccination drives or targets). Skills & Attributes Strong change management mindset: proactive, solution-oriented, and adaptable. Excellent interpersonal, communication, and team-building skills. High level of IT literacy and data management confidence. Strong problem-solving ability with meticulous attention to detail. Familiarity with clinical systems (e.g., SystmOne) Understanding of QOF logistics and primary care operational metrics.
Desirable
Previous experience of managing staff in a GP Practice with practical knowledge of QOF and Primary Care NHS targets.
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 Elm Tree Surgery
Address 22B Westbury Street
Thornaby
Stockton-on-tees
TS17 6PG
United Kingdom
Employer's website http://www.elmtreepractice.nhs.uk/ (Opens in a new tab)