Operation Manager

Overview

In this role you will lead the day-to-day operations across three practice sites, acting as the central hub for cross-site coordination among staff, clinicians and partners. You will oversee clinic setup, appointments, patient records and IT coordination to ensure smooth, plan-driven delivery. The role supports a shift from reactive problem‑solving to proactive, visible operations aligned with the practice’s forward-thinking mission. This is a hands-on, multi-site position with a clear impact on patient experience and staff/workflow efficiency.

Responsibilities

• Lead day-to-day operational delivery across three sites and coordinate workflow between reception, administration, clinical teams and management
• Set up and maintain clinics and sessions in EMIS across sites (including student teaching sessions and care home rounds) and communicate changes to staff
• Manage appointment sessions and diary integrity, resolve urgent requests, and investigate misbookings
• Oversee clinical records accuracy and data quality, including amendments and demographic updates, plus PCSE liaison
• Triage and coordinate IT, equipment and facilities issues across sites, acting as first escalation before provider support
• Monitor operations and produce reports to support planning and governance
• Collaborate with Practice Manager and Reception Manager to provide a single, visible owner for operational activities
• Support teaching and student coordination as part of the operational calendar

Key requirements

• Demonstrable GP practice operations experience or equivalent primary care/NHS environment
• Experience using EMIS, including clinic/session/diary setup
• Experience implementing system or process changes and staff training
• Experience triaging IT, equipment or facilities issues
• Experience auditing processes and compiling management reports
• Experience resolving patient concerns or complaints
• Desirable: multi-site or group practice experience; supervising/admin teams; rota/student coordination; familiarity with Patches, Valida; NHS PCSE processes
• Qualifications: Degree level education or equivalent NHS operations/practice management experience; GCSE English and Maths; desirable: management qualification (ILM/CMI)

• Excellent communication and stakeholder management
• Problem-solving and proactive planning
• Cross-site coordination and teamwork
• EMIS Web (clinic/session/diary setup)
• Patches and Valida platforms
• PCSE liaison and NHS registration processes

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