Operation's Manager
| Posting date: | 06 March 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Negotiable |
| Hours: | Full time |
| Closing date: | 10 April 2026 |
| Location: | Walthamstow, E17 5DB |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A5097-26-0004 |
Summary
Main duties of the job Lead the reception and administrative teams, including performance management and rota planning. Oversee daily non-clinical operations, including appointment scheduling, patient registration, and correspondence. Provide operational support to the Practice Manager and deputise in their absence. Use the Surgery telephony system to audit call data, identify peak times, and inform staff planning and service improvements. Maintain compliance with CQC, GDPR, NHS England, and local ICB requirements. Manage facilities, stock, suppliers, and IT systems. Handle patient complaints and implement service improvements based on feedback. Support financial processes including claims for QOF, LCS, DES, and other commissioned services. Coordinate internal meetings and represent the practice with external stakeholders as required. Coordinate processes and strategies around patient recalls Key Responsibilities: 1. Operational & Administrative Management Oversee the daily running of all non-clinical functions, ensuring the practice operates efficiently and professionally. Manage appointment scheduling, patient registration, medical records, and administrative workflows. Ensure timely processing of patient correspondence (e.g. referrals, test results, prescriptions). Use Surgery telephony system to manage inbound call data; regularly audit call activity to identify peak times and share insights with the reception team to improve call handling and staff allocation. Oversee patient recall processes to ensure that they efficient and good progress is made towards maximum achievement. 2. Reception & Administrative Staff Management Lead, supervise, and support the reception and admin teams including reception managers. Organise staff rotas and ensure appropriate coverage during peak hours Conduct recruitment, inductions, training, and performance reviews. Foster a collaborative and professional culture within the administrative team. 3. Financial Administration Support financial processes such as invoicing and claims for QOF, LCS, DES, and PCN-funded services. Promote cost efficiency in stock and supplier management. 4. Facilities & Resource Management Manage facilities and equipment, ensuring compliance with health & safety and infection control standards. 5. Regulatory Compliance & Policy Management Ensure compliance with GDPR, CQC standards, NHS England, and ICB requirements. Maintain and regularly update internal practice policies. 6. Patient Experience & Communication Oversee patient-facing services and support resolution of complaints. Lead initiatives to promote online services and enhance the patient experience. Provide clear communication and support to the reception team based on service usage patterns, including call volumes identified via Surgery Connect. 7. Quality Improvement & Performance Monitoring Analyse performance indicators and patient feedback to identify service improvement opportunities. Lead and implement service development initiatives and quality improvement projects. 8. Technology & Systems Ensure effective use of practice IT systems (e.g. EMIS, Docman). Provide training and support to staff on use of digital tools and the Surgery telephony system. Monitor system usage and help drive improvements through technology. 9. Communication & Team Coordination Liaise between clinical and administrative staff to ensure coordinated care. Lead meetings, including preparation of agendas and minutes. Build strong relationships with external stakeholders including the Patient Participation Group (PPG), PCNs, ICBs, and suppliers.