About this role
Job summary
Operations Manager (OM) Bexley Urgent Treatment Centres & Out of Hours Service
Working hours: 37.5 per week including weekends. Shifts on rota basis of 8hrs onsite between 7am and 7pm.
Likely interview date: 17 June 2026
Main duties of the job
Responsible for the operational management and delivery of high quality care across Urgent Treatment Centres and Out of Hours services.Oversee the day to day running of the UTCs, ensuring services operate efficiently during in and out of hours periods.Manage patient flow, staffing levels, shift coordination, clinician productivity, rota cover, and operational pressures.Support recruitment, induction, supervision, appraisals, PDPs, and performance management of staff. Contribute to audits, policy development, service evaluations, operational improvements and new projects. Maintain effective communication and collaborative working relationships with internal and external stakeholders to support integrated delivery. Ensure the safe management of medicines, stock control, security procedures, and clinical environment standards. Provide operational support to reception and clinical teams, monitoring wait times and consultation activity, supporting patients and efficient prioritisation. Assist in managing the quality and performance, monitoring responsibilities in relation to the OOH and UTC services.Part of the UTC and OOH Management Team improving quality and safeguarding ensuring the development of processes and structures. Work with 111 service providers to ensure appointments for home visiting and face-to-face attendances are co-ordinated effectively. Manage duty doctors and ensure mobiles are dispatched to effectively deliver the service within the KPIs and NQRs.
About us
Bexley Health Neighbourhood Care (BHNC) is a GP Federation supporting the 20 Bexley Practices / 4 PCNs , Erith Hospital and Queen Marys Urgent Treatment Centre (UTC) who are working collaboratively to enhance the health and wellbeing of Bexley residents, covering over 260,000 patients.
Organisational Values and Objectives
The goals of BHNC are to work strategically with all Bexley Primary Care Networks (PCNs) to help secure the best services for patients whilst working together, to support the member practices and Urgent care services in the challenges of a changing NHS.
Bexley Health Neighbourhood Care (BHNC) aims to improve the morale of PCNs / general practice /UTCs in Bexley, by sharing expertise, services and supporting its workforce. BHNC will make a positive impact on medical services in Bexley, by working closely with the CCG, local NHS trusts, local providers and patient groups, to improve the delivery of healthcare to the local population.
Safeguarding Statement:
At Bexley Health Neighbourhood Care (BHNC), we are committed to safeguarding and promoting the welfare of all children, young people, and vulnerable adults involved in our activities.
The full BHNC Safeguarding Statement is attached to this advert.
Job description Job responsibilities
Job title: Operations Manager (OM) Bexley Urgent Treatment Centres & Out of Hours Service
Location:Queen Mary Sidcup Urgent Care and Erith Hospital
Working hours: 37.5hrs including weekends (working 5 out of 7 days, 8hr shifts on rota basis between 7am and 7pm)
Salary:£38,682 - £40,823 per annum
Key relationships include but are not limited to:
BHNC Board
Primary care BHNC Senior Management Team
UTC Senior Management
BHNC Training Hub
111, LAS, DoS team
UTC clinical and non-clinical team
Key Responsibilities
Responsible for the operational management and delivery of high-quality care across the Urgent Treatment Centres (UTCs) and Out of Hours services, providing strong leadership and management to clinical and non-clinical teams. Working in partnership with Lead Clinicians, GPs, nurses, managers, and external agencies to support safe, effective, and patient-centred care delivery in line with clinical governance standards, KPIs, and National Quality Requirements (NQRs).
Oversee the day-to-day running of the UTCs, ensuring services operate efficiently during both in-hours and Out of Hours periods. Manage patient flow, staffing levels, shift coordination, clinician productivity, rota cover, and operational pressures to maintain service standards and prevent breaches. Escalate concerns appropriately and support service continuity through effective resource management.
Support recruitment, induction, supervision, appraisals, PDPs, and performance management of staff, promoting a positive team culture and continuous service improvement. Ensure staff compliance with organisational policies, procedures, clinical pathways, significant event reporting, and data requirements. Contribute to audits, policy development, service evaluations, and implementation of operational improvements and new projects.
Maintain effective communication and collaborative working relationships with NHS 111, ambulance services, community teams, GP practices, and other stakeholders to support integrated urgent care delivery. Ensure the safe management of medicines, stock control, security procedures, and clinical environment standards across both UTC sites.
Provide operational support to reception and clinical teams, including resolving system issues, monitoring waiting times and consultation activity, supporting unregistered patients, and ensuring efficient patient prioritisation based on clinical need. Demonstrate strong leadership, organisational, problem-solving, and conflict management skills within a fast-paced urgent care environment.
Personal and Professional Development
The role will be across both sites Erith Urgent Treatment Centre and Queen Marys Urgent Treatment Centre
The Operations Manager will assist in managing the quality and performance, monitoring responsibilities in relation to the OOH/UTC services, taking a lead role in addressing non-clinical issues and escalating clinical issues to the Co-clinical Medical Director. Work as part of the UTC/OOH Management Team improving quality and safeguarding patients by supporting and ensuring the development of systematic processes and structures that will assure quality and commit to enabling quality improvements.
One of the key roles of the UTC/OOH Operations Manager will be to work with the 111 service providers to ensure the appointments for home visiting and face-to-face attendances are co-ordinated effectively and in a timely manner. The Operations Manager will manage the duty doctors working across the bases and ensure mobiles are dispatched to effectively deliver the service within the KPIs and NQR requirements.
Participate in an annual individual performance review, including taking responsibility for the maintenance of a record of own personal and/or professional development.
Participate in any training programme implemented by the management team.
Effectively manage own time, workload and resources.
Assess own performance and development and take accountability for own actions, either directly or under supervision.
Maintain confidentiality at all times.
Represent the organisation positively and professionally, behaving as an ambassador for BHNC by displaying the organisations values and levels of expected professionalism at all times.
Demonstrate interpersonal skills when dealing with all levels of staff across the BHNC and PCNs using persuasion, tact and reassurance where necessary.
Handle confidential patient material in a sensitive and discrete fashion in compliance with BHNC policies and procedures.
To be able to influence, motivate and involve individuals and teams to reach necessary performance target expectations.
Liaise with other departments and members of the BHNC and other organisations to ensure the smooth running of the role to assisting the functioning of the PCN team.
General
Demonstrates effective team working skills, fostering positive working relationships, supporting colleagues, and contributing to a collaborative multidisciplinary environment to ensure high-quality service delivery.
Ensure that patients are receiving the best possible service and that patient services are constantly reviewed and needs identified.
Offer support where required to ensure that the UTC and OOH runs efficiently and effectively on a day-to-day basis.
Understand and implement Data Protection Act 2018 to ensure they are fit for purpose for the UTC.
Assist with clinical and non-clinical rotas, to ensure shifts are covered in accordance with agreed policies and requirements.
Oversee production of patient leaflet and patient information.
Ad-hoc project management as requested by the senior management team.
Comply with and co-ordinate requests for information and ensure timely delivery of requested information, i.e. Police/legal reports.
Ensure processes are in place to enable locums to work efficiently and effectively in line with the commissioned service.
Hold regular planned staff meetings and ensure the minutes are available within 5 working days of the meeting taking place.
The post holder will make autonomous decisions regarding prioritisation and utilisation of local resources, supported by the Service Improvement and Development Manager.
Ensure appropriate financial records systems are maintained for received monies, invoices, bills etc. with the support from Finance department.
To be responsible for the ordering of any relevant equipment and supplies and to ensure Purchase Order system is kept updated.
Liaise with the Finance Team for all matters relating to staff wage queries, invoices and queries.
Report any faults with UTC computers and communications systems in a timely manner.
Ensure that UTC related information required for audit and performance is collected and monitored.
Ensure that appropriate mechanisms are in place to maintain patient confidentiality and security of health records.
Ensure that the information on the website is kept up to date.
Ensure that all patients records entered in CLEO are traced in the spine using staff SMARTcards.
Ensure that all clinical staff use their SMARTcards when treating patients and that they are able to access patients summary care records.
Ensure all staff have NHS.net email accounts and these are passed to HR to update the email distribution lists.
Ensure all staff have a SMARTcard.
Have a good knowledge of the working of the e-Triage system NHS Pathways.
Ensure maintenance issues in relation to the UTC premises are dealt with in consultation, where necessary with the appropriate people.
Maintain confidentiality at all times.
Represent the organisation positively and professionally, behaving as an ambassador for BHNC by displaying the organisations values and levels of expected professionalism at all times.
Demonstrate interpersonal skills when dealing with all levels of staff across the BHNC and PCNs using persuasion, tact and reassurance where necessary.
Handle confidential material in a sensitive and discrete fashion in compliance with BHNC policies and procedures.
To be able to influence, motivate and involve individuals and teams to reach necessary performance target expectations.
Liaise with other departments and members of BHNC and other organisations to ensure the smooth running of the role.
Work within BHNC policies and procedures.
Person Specification
Qualifications Essential
Educated to degree level in relevant area or equivalent level qualification - Urgent Treatment Centre/OOHs.
Skills / Abilities Essential
Possess an expert working knowledge of the OOH service and how it is run. Have a good knowledge of the IT systems and ensure that these systems are used appropriately. Computer literate in particular Microsoft Word and Excel. Evidence of continued professional development. Ability to evaluate and analyse data, work within policies, adhere to the National Quality Requirements (NQRs). Able to work on own initiative and be innovative. An understanding of all legal issues in Unscheduled Care and General Practice. Training and development skills. Good time management and delegation skills, maintain rotas so the service is adequately always covered. Report all incidents on Teamnet reporting system. Ability to plan, set objectives, prioritise and review performance against objectives. Ability to communicate with staff, stakeholders, GPs and patients. Committed to team working and collaboration with colleagues. Promote equality of opportunity and good working relationships. Ability to meet daily deadlines and prioritise conflicting workload demands to meet patient needs. Demonstrates effective conflict resolution and de-escalation skills when managing challenging situations with patients, relatives, staff, and external agencies.
Experience Essential
Proven leadership and communication skills. Take the lead for managing and maintaining the OOH service maintain management cover where necessary for the UTCs. Demonstrated capabilities to manage own workload and make informed decisions including in the absence of full information, working to tight and often changing timescales. Responsibility for the line management of OOH receptionist/drivers and have an overview of the GP workforce. Financial proficiency and ability to manage budgets and work within these budgets. Maintain clinical stock levels at all times. Ensure that items that are required/purchased demonstrate value for money. Experience in personnel management and employment law. Experience of managing communication with the public and work colleagues and ability to communicate appropriately at all times, both verbally and in written communications. Some clinical 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.
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details Employer name Bexley Health Neighbourhood Care CIC
Address Queen Marys Hospital
Frognal Avenue
Sidcup
Kent
DA14 6LT
Employer's website https://www.bhnc.org.uk/ (Opens in a new tab)