The Practice Operations Lead is responsible for overseeing the operational aspects of the GP practice. This role ensures the delivery of high-quality patient care and efficient resource management. The Operations Lead will work closely with the Practice Manager and administrative teams to implement best practices and achieve organisational goals while maintaining compliance with regulations.
Main duties of the job
- Reception/Admin Rota Management
- Admin/Reception staff cover
- In charge of docman / EMIS tasks
- Administrative Support
- Governance and Compliance
- Patient Demand Management
- Premises Management and Equipment
- Call/Recall Programmes
- IT and Systems Support
About us Cockfosters Medical Centre is a distinguished medical practice committed to delivering exceptional services through our core values: Innovation, Teamwork, Education, and Respect. We have 4 GP partners, 2 Salaried GPs, 4 ARRS staff and a very capable team of admin/reception staff.
Job responsibilities Job description- after 6 months of in house training the operations lead is to take over the finance management
Staff cover when needed. Ideal Candidate should be flexible tocover gaps in the Rota when needed.
Lead, motivate, and manage the reception teams at both sitesto ensure high standards of performance and patient care.
Oversee mandatory training, and development of staff tomaintain a skilled workforce across both locations.
Communicate effectively with the Practice Manager whomanages the rota for the admin and clinical team.
Address staff concerns, facilitate conflict resolution, andpromote a positive workplace culture.
Manage unplanned absences, ensuring all are recorded,including conducting return-to-work reviews for reception staff.
Address staffing issues, including conflicts, performanceissues, poor service, and clinical safety concerns and report them to thepractice manager.
Organise regular staff meetings and document actions agreedupon.
Operational Duties:
Clinical and Reception/Admin Rota Management.
Oversee rota/cover coordination. Ensuring that all work isscheduled according to the practice guidance
Communication:
Act as the primary point of contact between thereception/admin team and clinical staff, facilitating clear and consistentcommunication regarding schedules and operational protocols.
Keep the reception staff informed of any changes in practiceprotocols, training opportunities, or other relevant updates.
Administrative Support:
In charge of running searches and reports.
Manage stock control (clinical and non-clinical), includingordering office supplies, drugs, consumables, and medical equipment.
Implement administrative systems around prescribing tosupport prescribers.
Oversee the management of the pathology system, includingsample storage and collection, and monitor the ICE system.
Handle incoming administration tasks, including post,scanning, summarising and coding, registrations, de-registrations, and supportfor eRS and reporting.
Manage routine administration systems, such as call/recallsystems (e.g., Flu, diabetes, NHS Health Checks).
Help Practice Manager with interviews and oversee theinduction program for new staff joiners.
Manage NHSE declarations related to workforce, extendedhours, and whole practice via PCSE.
Monitor active administrative tasks, including managing thetasks pool on Emis and handling information requests.
Oversee clinical room allocation and reception management,ensuring efficient call handling, private patient transactions, chaperonefacilitation, translator services, and patient information management.
Governance and compliance:
Ensure that all mandatory compliance measures are met,including:
Staff mandatory training and development.
Staff immunisation and health requirements.
Conducting internal and external audits.
Regularly updating policies and procedures in line with CQCstandards.
Monitor and manage risks within the practice, implementingnecessary actions to mitigate them.
Conduct regular audits and quality assurance reviews touphold practice standards.
Maintain accurate records and documentation for governanceand reporting purposes.
Manage complaints, including dealing with day-to-day patientcomplaints, responding to written complaints, and monitoring NHS Choicescomments.
Conduct health and safety assessments, including riskassessments for infection control and slips and trips.
Capture Significant Event Analyses (SEAs) for review anddiscussion with the team.
Manage safeguarding administrative processes, includinginformation requests.
Organise and ensure at least three annual PatientParticipation Group (PPG) meetings, including minuting and actioning outcomes.
Patient Demand Management:
Analyse patient demand trends to optimise appointmentscheduling and resource allocation and keep the PM up to date.
Develop strategies to improve patient access and reducewaiting times at the main operations and secondary branch.
Engage with patients to gather feedback and improve servicedelivery.
Collaborate with clinical teams to manage care pathways andenhance patient outcomes.
Help PM with premises management and equipment.
Familiarise with Business Continuity Plan (BCP) policies,including call trees and arranging on-site inspections.
Manage security protocols, including opening and closingprocedures, key fob management, and locked drugs/fridges.
Monitor equipment to ensure it is fit for use, including ITPCs, telephone systems (Surgery Connect), printers, and payment terminals.
Oversee cleaning quality and raise issues with suppliers asnecessary.
Ensure proper waste management, including correct bin usagefor storage and collections.
HR:
Organise staff inductions, arrange paperwork, logins, andsmartcards for new team members.
Participate in recruitment and training processes.
Assist in staff appraisals as required.
Allocate workloads between reception and admin staff,arranging cover for sickness and annual leave.
Call/Recall Programmes:
Support the practice in recall programmes such as:
- QOF (Quality and Outcomes Framework)
- Local Improvement Schemes
- Direct Enhanced Services
- Cervical cytology recall
- Childhood immunisation
- NHS Health Checks
- Safeguarding
IT and Systems Support:
Act as Local Administrator/RA, providing support, trainingand arranging logins for IT systems including Emis, Docman, Accurx, SurgeryConnect, ICE, tQuest and others.
Liaise with the IT Service Desk to resolve hardware andsoftware issues.
Provide support and training for staff in resolving simpleissues with PCs, printers, and phone lines.
Train staff on Emis, Docman, Accurx, Surgery Connect, andMicrosoft Office applications.
Other Duties;
Perform additional tasks required for the efficientoperation of the practice
Undertake mandatory and not mandatory CPD trainings onPractice Index, or training as may be required to develop your skills andabilities
Attend refresher and update training for medical emergenciesand CPR
Attend practice and MS Teams Meetings
The above is not an exhaustive list of duties and you willbe expected to perform different tasks as necessitated by your changing rolewithin the organisation and the overall business objectives of theorganisation.
After 6 months in house training: FinancialReporting & Reconciliation
Take over the finances of the practice from the currentFinance Manager
Prepare monthly, quarterly, and annual financial reportsfor partners.
Reconcile accounts, ensuring accurate records.
Track income streams including NHS payments, privateincome, grants, and teaching income.
Monitor and analyse KPIs and present forecasts topartners.
Claims & Submissions
Submit accurate and timely claims for CQRS, PPA, DES, andLocal Incentivised Services.
Submit enhanced service claims (e.g., immunisations).
Prepare and submit quarterly claims for services (MinorSurgery, IUCD, Wound Care, etc.).
Track rent/service charge claims and liaise with NHSProperty Services.
Ensure all claims have the required documentation.
Expense Management
Oversee practice expenses and ensure properdocumentation.
Approve and process payments to suppliers and serviceproviders.
Ensure compliance with expense policies and manage pettycash.
Manage payroll for all staff and ensure HMRC compliance.
Set up new employees in payroll and manage records.
Submit pensions and comply with NHS Pension Schemerequirements.
Invoicing & Billing
Create and issue invoices when needed and maintain arecord of claims.
Manage third-party billing and follow up on outstandingpayments.
Audit & Compliance
Prepare financial records for audits.
Ensure compliance with NHS regulations and standards.
Implement internal controls to mitigate financial risks.
Review and improve financial processes for accuracy andefficiency.
Train admin staff on financial procedures as needed.
Strategic Financial Support
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