About this role
Job summary
To lead and oversee the Operational Management of the GP Practice administrative functions, ensuring all processes are delivered efficiently, accurately, and in line with practice objectives. To work in partnership with the Practice Manager to drive service improvement, digital optimisation, performance standards, and operational resilience across all non-clinical systems and workflows.
Through innovative ways of working, support the practice manager leading the team in promoting ED&I, SHEF, quality & continuous improvement, confidentiality, collaborative working, service delivery, learning and development and ensuring the practice complies with CQC regulations.
Main duties of the job
Supports the Practice Manager in the effective day-to-day operation of the practice, including deputising in their absence.
Leads on IT systems, digital transformation, telephony, information governance, and clinical system management, while coordinating IT projects and resolving technical issues. Oversees quality improvement initiatives, vaccination and public health campaigns, QOF performance, complaints handling, policy management, and patient engagement.
Also manages practice communications, performance reporting, meetings, staff wellbeing initiatives, and social events to support the smooth and efficient running of the practice.
About us
Kingskerswell & Ipplepen Medical Practice is based accross two sites and has beed rated "Outstanding" by CQC.
Our friendly and patient centred team consists of:
4 GP Partners
5 Salaried GP's
3 Nurse Practitioners
4 Practice Nurses
4 HCA's
The Practice team is a friendly dynamic workforce of professional management and clinical staff with excellent admin support.
The Practice has a proactive staff wellbeing ethos.
Benefits include:
5 weeks annual leave plus bank holidays
Free on-site parking
NHS Pension Sceme
Staff Socials
Learning and Development oppportunities
Blue Light card discount
Supportive and friendly work environment
Job description Job responsibilities
The Operations Manager and IT Lead is responsible for:
Supporting the Practice Manager in the day to day running of the practice. In the absence of the Practice Manager, provide deputisation and overseeing the smooth operation of day-to-day activities.
IT Lead- Lead in all areas of IT from day to day fault resolution to implementing new systems and processes. Be the first line for staff experiences IT issues on the day.
Co ordinate IT projects when necessary, taking part in relevant pilot schemes and leading on replacement of IT when needed.
Leading the management of the clinical system, IT, telephony, ensuring IT security and IG compliance at all times and responding to and resolving all local IT issues, delegating to the IT lead where necessary.
Design and build clinical and operational searches, audits and performance dashboards.
Providing first point of contact for, and initial guidance and advice to, patients who wish to verbally complain or raise issues. Maintain the complaints and significant event database on Practice Index, providing advice to staff and briefing the team at meetings as required.
Developing, implementing and embedding efficient office processes and procedures to adhere to extant legislation.
Lead any vaccination campaigns
Coordinate Practice monthly and ad hoc meetings. Create agendas and minutes for these when necessary. Attend meetings and feedback to the Practice Manager. Follow up on actions for meetings.
Quality improvement projects. Provide expertise in quality improvement methodology and measurement across the practice. Help the Management team to identify and conduct QI projects, promote engagement, monitor QI activities and outputs and share the learning from QI activities to the rest of the practice.
Maintain and organise practice policies using Practice Index, ensuring records are up-to-date and accessible.
Assist in organising training sessions and team events, such as Target days, including logistical support.
Hold operational ownership of QoF performance, recall systems and achievement tracking. Assist with overseeing the administrative elements of QOF, liaising with GPs, nursing staff and administrators.
Assist with compiling reports, presentations, and compliance documentation (e.g., CQC, IG Toolkit, QOF data).
Actively encouraging and promoting the use of patient online services.
Updating and acting as the focal point for the practice website and social media sites, patient and staff communications.
Support the Practice Manager in monitoring KPIs and preparing summary reports. Collate data for performance reporting, audits, and financial summaries as directed by the Practice Manager.
Lead in and co-ordinate all public health campaigns. Promote and maximise all public health related work.
Lead the management of the Patient Participation Group
Lead on performance monitoring and improvement across the practice.
Social Secretary for the practice- lead on organisation of all staff events and social activities.
Staff wellbeing lead- oversee and co ordinate the practices wellbeing team in order to focus on the wellbeing of staff members. Work towards encouraging a culture of positive wellbeing within the practice.
Person Specification
Qualifications Essential
GCSE English (C or above) and at least three others Strong IT skills Clear, polite telephone manner Competent in the use of Office and Outlook SystmOne user skills Effective time management (planning and organising) Ability to work as a team member and autonomously Good interpersonal skills Problem solving and analytical skills Ability to follow policy and procedure Disclosure Barring Service (DBS) check Maintain confidentiality at all times
Desirable
Educated to A-level/equivalent or higher, with relevant experience Experience of working within a senior team Flexibility to work outside of core office hours Holds, or working towards, a Management qualification
Experience Essential
Experience of working with the general public Experience of administrative duties Experience of working in a healthcare setting
Desirable
Experience of working within a senior team
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 Kingskerswell & Ipplepen Medical Practice
Address School Road
Kingskerswell
Devon
TQ12 5DJ
United Kingdom
Employer's website https://kkipp.gpsurgery.net (Opens in a new tab)