About this role
Job summary
We are seeking a highly motivated and experienced Operations Manager to join our busy and forward-thinking GP practice. This is a pivotal leadership role, responsible for ensuring the efficient day-to-day running of the practice and supporting the delivery of safe, high-quality patient care.
Working closely with the Practice Business Manager and the Partners, the post-holder will lead operational performance, workforce management, and service development while ensuring compliance with NHS standards and regulatory requirements.
Main duties of the job
Oversee the operational management of the practice, ensuring effective service delivery across all departments Alongside the Practice Manager provide guidance and support to all teams within the Practice. With a key focus on onboarding. Ensure compliance with NHS contractual requirements, CQC standards, and health & safety regulations Develop and implement operational policies and procedures to improve efficiency and patient experience Monitor and manage practice performance against key targets (e.g., access, QOF, enhanced services) Working with the Practice Manager to provide management cover whilst we are open. This may involve working hours between 07.45 and 18.30 and the occasional Saturday. Support financial management in conjunction with practice leadership, including budgets, cost control, and resource planning Lead on service improvement initiatives and support digital transformation within the practice Deputise for the Practice Manager in their absence or if service demands clash Assist with patient feedback, complaints, and incidents, ensuring continuous improvement Ensure effective workforce planning and rota management
About us
Cleevelands Medical Centre is a well-established GP surgery serving approximately 11,100 patients and growing in Bishops Cleeve and parts of Cheltenham. We are committed to delivering high-quality, patient-centred care and are proud to be part of the local Primary Care Network.
We offer a supportive working environment, opportunities for professional development, and a strong team ethos.
We are proud to be part of the Cheltenham Peripheral Primary Care Network, working collaboratively to deliver innovative and high-quality care to our local population.
Job description Job responsibilities
Job Title
Operations Manager
Accountable To
GP Partners
Reports To
Practice Business Manager
Job Purpose
The post-holder will work alongside the Practice Business Manager to ensure the smooth and efficient running of the practice, working independently when required. This role is essential for practice continuity, requiring the post-holder todeputise for the Practice Business Manager as required. The role carries a strong focus on strategic process improvement, IT systems oversight / Data Protection and reporting.
Ultimately to support the Practice to deliver the long-term vision of the Partnership.
Key Duties and Responsibilities
1. Strategic & Business Leadership
Deputise for the Practice Business Manager as required, to ensure the efficient safe running of the Practice, both managers would not be able to be absent in normal circumstances at the same time.
Provide guidance and support to all staff, always ensuring adherence to policy and procedure.
Contribute to practice strategy; formulate objectives and research and develop ideas for future practice development.
Independently and collaboratively project manage new and developing service change within the practices/Primary Care Network (PCN). Assist the Practice Business Manager in project work.
Convene meetings, prepare agendas, take minutes and ensure distribution of minutes as necessary.
Develop and maintain effective communicationboth within the practice and with relevant outside agencies.
Lead the management of the Patient Participation Group (PPG).
2. Patient Services and Rota Management
Oversee day-to-day operations, ensuring safe, efficient and effective service delivery. Implement and maintain robust systems, policies and procedures to support clinical services. Ensure effective appointment systems, patient access and administrative processes. Adopt a strategic approach to the development and management of patient services.
Coordination of the GP / ACP Rotas / Nursing Rotas and assisting in sourcing internal and locum cover as needed.
Regularly monitor and assess practice performance against patient access and demand management targets.
Maintain registration policies and monitor patient turnover and
capitation.
Monitor efficiency of practice workload including DNAs and appropriate use of
appointments.
3. Financial Management
Support with financial reporting. Support with payroll as and when required, Always ensuring confidentiality. Support with invoicing and payments via Quickbooks and the bank.
4. Human Resources & Workforce Management
Lead, manage and motivate a multi-disciplinary workforce. Ensure workforce capacity is maximised to meet the requirements of the service. Oversee recruitment, induction, training, and suggesting retention strategies. Developing a robust induction programme for all the workforce, to include Students and Registrars. Ensure compliance with employment law and HR best practice. Support the Practice Manger and the Partners in ensuring we maintain a positive, inclusive and high-performing workplace culture. Monitor the training, and development for all staff. Researching opportunities and making suggestions to the Practice Manager, and how this would benefit the team and the Practice Assist the Practice Manager with all HR Processes including grievance, disciplinary, capability hearings. Ensure sickness and return to work is managed and recorded and that Annual leave is recorded and awarded fairly and agreed with the Partners. Alongside the Practice Manager supervise and support the Admin Leads and providing cover when on annual leave or periods of sickness.
5. Governance, Compliance & Quality
Assist the Practice Manager to ensure compliance with CQC standards, NHS contracts, and statutory regulations. Assist on non-clinical governance support, audits, and quality improvement initiatives. Assist on oversight of data protection (GDPR), confidentiality, and information governance. Take a proactive approach with complaints and patient feedback to improve service quality. Assist with monitoring, reporting and identifying trends. Support the Practice Business Manager in the day-to-day operations, ensuring
staff achieve their primary responsibilities.
Support the Practice Business Manager to implement systems to ensurecompliance with CQC regulations and standards.
Support the overall practice clinical governance framework, submitting reports
for QOF, enhanced services, and other reporting requirements such as CQRS.
Guide the team to reach QOF targets (supported by the GP Partners, nursing and
administrative leads). Brief clinicians on performance levels, advising actions
to ensure high achievement across all QOF areas.
Assist the Practice Business Manager in reviewing and updating practice
policies and procedures.
Coordinate and lead the vaccine campaign clinics, both with communications,
rotas, and stock control
Ensure Clinical Meetings are in place supporting the responsible clinician to document and evidence information and topics for discussion and review.
6. Stakeholder & Partnership Working
Support our relationship with the PCN and work alongside the Practice Business Manager to work collaboratively with GP Partners to deliver organisational goals. Engage with patients, the Patient Participation Group and the community to support service development.
7. General Operational, IT and Communications
Oversee the management and security of all practice hardware and software
Review and update all practice IT, GDPR and Information Governance policies and ensure these policies are implemented
Support the development and use of the Practices intranet (Clarity TeamNet)
Support with the maintenance of the IT Toolkit annually
Take responsibility for the management of the Practice Website, Facebook, LinkedIn, Google Page.
Keep abreast of IT developments and other information that may be relevant to the management of the Practice.
Support with our contract for the Medical Referee Service, including the new online
documentation process currently in development.
Manage contracts for and highlight issues with services (e.g., cleaning, gardening,
window cleaning)
Ensure that Practice premises are properly maintained and cleaned, and
adequate fire prevention and security systems are in place.
Using appropriate infection control procedures, maintaining work areas in
a tidy and safe way and free from hazards.
Reporting potential risks identified.
Ensuring Weekly, Monthly and Quarterly Fire and Safety checks are
carried out, and any actions required are documented and actioned.
The job description is subject to review annually alongside the annual review to ensure opportunities are not missed and workloads are manageable. No job description can capture all requirements so other reasonable requests may be required by either the Practice manager or Partners in consultation with the post holder.
Person Specification
Experience Essential
Reporting and analytical skills Excellent organisational and problem-solving abilities Ability to manage competing priorities and work under pressure Experience of SystmOne, rota management and reporting. Strong communication and interpersonal skills Financial awareness and experience of budget management Proficiency in IT systems - Microsoft Office Knowledge of data protection (GDPR) and information governance
Desirable
Management qualification Experience within General Practice Knowledge of QOF, enhanced services, and PCN working Experience in project management or service redesign
Essential Personal Attributes Essential
Professional, proactive, and resilient Flexible and adaptable to change Committed to patient-centred care and continuous improvement Ability to work collaboratively within a multidisciplinary team
Qualifications Essential
Educated to degree level or equivalent experience in healthcare management Experience in a management role within primary care, NHS, or a healthcare setting Experience of staff management, including HR processes and performance management Demonstrable experience in operational planning and service delivery improvement Sound understanding of NHS structures, policies, and primary care contracts Experience of working with regulatory standards (e.g., CQC compliance)
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 Cleevelands Medical Centre
Address Sapphire Road
Bishops Cleeve
Cheltenham
Gloucestershire
GL52 7YU
United Kingdom
Employer's website http://www.cleevelandsmedicalcentre.org.uk/ (Opens in a new tab)