About this role
Job summary
Merton Lodge Surgery is looking for an enthusiastic, motivated and forward-thinking Operational Manager to join our established and supportive team.
As part of an exciting development of our management structure, we are introducing a collaborative leadership model, bringing together an Operational Manager and Business Manager to work alongside our partners and wider team.
This is an excellent opportunity for an experienced healthcare manager, or an ambitious individual looking to take the next step in their management career.
Main duties of the job
The Operational Manager will take the lead on the day-to-day running of the practice, with responsibility for workforce management, HR, service delivery, patient access, operational performance and staff development.
Working closely with the Business Manager, partners and departmental managers, you will play a key role in supporting our teams, improving processes and helping shape the future of the practice.
We are looking for someone who
- Has strong leadership, organisational and people management skills.
- Has experience in healthcare management, ideally within General Practice.
- Has a sound understanding of HR processes and workforce management.
- Is approachable, proactive and confident in supporting and developing teams.
- Enjoys problem-solving, improving services and working collaboratively.
- Can balance the demands of a busy healthcare environment with a positive, supportive approach.
A relevant management qualification, leadership accreditation or IGPM accreditation would be advantageous, although we equally value practical experience, enthusiasm and the right approach to leadership.
About us
We are a well-established, high-performing rural dispensing GP practice in the heart of Alford, Lincolnshire, caring for approximately 7,000 patients. With a strong reputation, consistently high QOF achievement and a CQC rating of Good, we are proud of the services we deliver and the dedicated team behind them.
We have an experienced team of departmental line managers, a supportive and progressive partnership, and a shared commitment to delivering excellent patient care while creating a positive and collaborative working environment.
Job description
Job responsibilities
Key Responsibilities
Operational Leadership
- Lead the day-to-day operational management of the Practice, ensuring services are delivered safely, efficiently and effectively.
- Translate strategic objectives into operational plans and ensure successful implementation across all teams.
- Monitor operational performance and implement service improvements where required.
- Ensure operational resilience and continuity of service delivery.
Workforce Management and Human Resources
- Lead the recruitment, onboarding and induction process for all staff.
- Manage staff performance, attendance and employee relations.
- Coordinate staff performance management and disciplinaries.
- Coordinate annual appraisals, objective setting and personal development planning.
- Support managers and team leaders with people management issues.
- Ensure workforce resources are effectively deployed to meet service demand.
Operational Service Delivery
- Oversee reception and administration teams.
- Coordinate clinical rotas, staffing and leave.
- Monitor appointment capacity, patient demand and access arrangements.
- Ensure operational processes support safe and effective patient care.
- Identify workflow improvements and implement operational efficiencies.
- Manage day-to-day service issues, escalating significant risks as appropriate.
- Coordinate the practice clinical meetings.
Training and Staff Development
- Coordinate training programmes to ensure compliance with mandatory and role-specific requirements.
- Manage student placements and oversee administrative aspects of the placements.
- Support succession planning and career development opportunities.
- Ensure all staff are adequately trained in operational systems and processes.
Patient Experience and Complaints
- Lead the management of complaints, concerns and patient feedback and disseminate to other Managers, Team Leads and Clinical staff as appropriate.
- Monitor trends and identify opportunities for service improvement.
- Ensure learning from complaints and incidents is shared and implemented.
Premises and Operational Compliance
- Manage day-to-day premises issues
- Ensure Health & Safety procedures are implemented and adhered to by staff.
- Support operational implementation of Infection Prevention & Control requirements.
- Coordinate emergency preparedness and local business continuity arrangements.
Quality Improvement
- Lead implementation of audits, action plans and quality improvement initiatives.
- Coordinate and monitor service improvement projects.
- Support the collection and reporting of operational performance indicators.
Shared Responsibilities
The Business Manager and Operations Manager will work collaboratively as the Practice Management Team with the Business Manager responsible for the what and why (strategy, finance, governance) and the Operational Manager responsibility for the how and when(service delivery, staff operations, implementation) and share responsibility for:
- Workforce planning and succession planning.
- Recruitment and retention strategies.
- QOF management and delivery.
- Organisational culture and staff wellbeing.
- Service redesign and transformation projects.
- Business continuity planning.
- Significant event reviews and organisational learning.
- CQC preparation and inspection responses.
- Practice policy development and implementation.
- Quality improvement and patient experience initiatives.
- Overseeing the running of the practice Patient Participation Group (PPG) meetings which take place every quarter.
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
- Management qualification or equivalent experience
Desirable
- ILM, CMI or equivalent leadership qualification.
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills
- Strong leadership and people management skills.
- SystmOne user skills
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
Experience
Essential
- Significant senior management experience within healthcare.
- Experience managing teams and service delivery.
- Excellent organisational and problem-solving abilities.
Desirable
- Experience in General Practice management.
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
Merton Lodge Surgery
Address
Merton Lodge Surgery
33 West Street
Alford
Lincolnshire
LN13 9HT
United Kingdom
Employer's website
https://www.alforddocs.co.uk/ (Opens in a new tab)