Ford Medical Practice
Practice Operations Manager
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Job summary
Ford Medical Practice is seeking an organised, proactive and people-focused Practice Operations Manager to join our leadership team.
Working 22.5 hours per week over 3 days, this is an exciting opportunity to play a key role in the delivery of high-quality patient services within a well-established, patient-focused GP practice serving the communities of Litherland, Netherton, Thornton, Seaforth, Bootle and Crosby.
Working closely with the Practice Business Manager and GP Partners, the successful candidate will provide day-to-day operational leadership across the practice, supporting staff, improving processes and helping ensure patients receive safe, effective and responsive care.
This role is ideally suited to an experienced Deputy Practice Manager, Operations Manager, Reception Manager or healthcare administrator looking to develop their leadership career within primary care. The successful candidate will have the opportunity to contribute to service improvements, support staff development and help shape the future operation of the practice.
Main duties of the job
As a newly created role within the practice management structure, the Practice Operations Manager will play an important part in supporting the continued development of Ford Medical Practice.
Reporting to the Practice Business Manager, the postholder will oversee the day-to-day operation of the practice, ensuring services run efficiently and patients receive a high standard of care. Responsibilities will include managing reception and administrative teams, supporting recruitment and induction processes, coordinating staff rotas, maintaining patient access systems and promoting excellent customer service.
The Practice Operations Manager will also support health and safety, premises and facilities management, business continuity planning, governance activities and quality improvement initiatives. Working closely with the wider practice team, the postholder will help identify opportunities to improve workflows, enhance patient experience and support the delivery of the practice's strategic objectives.
This is an excellent opportunity for an operational leader who enjoys problem solving, staff development and driving continuous improvement within a busy primary care environment.
About us
Ford Medical Practice has provided NHS General Medical Services to patients across Litherland, Netherton, Thornton, Seaforth, Bootle and Crosby since 1962. We provide care to approximately 5,800 patients and have a team of 17 staff led by two GP Partners. Our team includes 3 Salaried GPs, a Practice Nurse, a Trainee Nursing Associate, a Healthcare Assistant, 2 Medical Secretaries and 7 Reception and Administration staff.
The practice moved to its current site in 1984, offering excellent facilities and convenient transport links, just 20 minutes from Liverpool and 10 minutes from the M57 and M58.
We are proud to be a training practice, supporting undergraduate and postgraduate learners, including medical students, trainee GPs and members of the wider primary care workforce.
As a member of the South Sefton Primary Care Network, we are committed to delivering high-quality, accessible healthcare and continually developing services to meet our patients' needs. Rated Good by the Care Quality Commission, we pride ourselves on providing safe, effective and compassionate care.
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We offer:
- A supportive leadership team
- Engaged GP Partners
- An experienced Practice Business Manager
- Outsourced payroll, HR, bookkeeping and Health & Safety support
- Strong links with PCN, ICB and local Practice Manager networks
- Opportunities for professional development and career progression
Job responsibilities
Key Responsibilities
Operational Management
- Oversee the smooth day-to-day operation of the practice.
- Ensure effective management of appointment systems and patient access arrangements.
- Develop and maintain efficient administrative processes.
- Monitor operational performance and identify opportunities for improvement.
- Support implementation of practice policies and procedures.
- Coordinate management and operational meetings as required.
Staff Management
- Provide day-to-day leadership to reception and administrative staff.
- Support recruitment, induction and onboarding activities.
- Manage staff rotas and annual leave arrangements.
- Monitor attendance and support absence management processes.
- Promote staff engagement, wellbeing and professional development.
- Support appraisal and performance review processes.
Patient Services
- Promote high standards of patient service and satisfaction.
- Respond to operational issues affecting patient access and experience.
- Support the management of patient feedback and complaints.
- Identify opportunities to improve service delivery and patient experience.
Health and Safety
- Act as operational lead for health and safety matters.
- Ensure risk assessments are completed and reviewed.
- Monitor fire safety, COSHH, legionella and other compliance requirements.
- Coordinate emergency procedures and business continuity arrangements.
- Ensure completion of statutory inspections and checks.
Premises and Facilities Management
- Oversee maintenance and day-to-day management of the practice premises.
- Manage contractors, suppliers and service providers.
- Coordinate equipment servicing and maintenance schedules.
- Maintain premises compliance records.
- Manage security arrangements and access systems.
- Ensure a safe and welcoming environment for patients, visitors and staff.
Governance Support
- Assist with preparation for CQC inspections and compliance activities.
- Support policy review programmes.
- Maintain governance and compliance records.
- Coordinate audits and quality improvement initiatives.
- Assist with monitoring contractual and operational performance targets.
Communication
- Maintain effective communication across all staff groups.
- Support practice communication channels including the website and patient information.
- Liaise professionally with external organisations, contractors and stakeholders as required.
General Responsibilities
- Maintain confidentiality in accordance with GDPR and practice policies.
- Comply with all practice policies and procedures.
- Undertake mandatory training as required.
- Participate in meetings, training and development activities.
- Undertake other duties appropriate to the grade and responsibilities of the role as reasonably required by the Practice Business Manager or GP Partners.
Person Specification
Experience
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Essential
- Experience in a management, supervisory or team leadership role.
- Experience of managing and supporting staff within a busy working environment.
- Experience of coordinating operational processes and administrative systems.
- Experience of managing competing priorities and meeting deadlines.
- Experience of handling confidential and sensitive information appropriately.
- Experience of resolving problems and implementing practical solutions.
- Experience of delivering high standards of customer or patient service.
Desirable
- Experience within General Practice, Primary Care or the NHS.
- Experience of managing reception, administration or patient-facing services.
- Experience of staff recruitment, induction and probation processes.
- Experience of premises, facilities or contractor management.
- Experience of supporting CQC compliance activities and quality improvement initiatives.
- Experience of rota management and workforce coordination.
- Experience of supporting complaints handling and patient feedback processes.
Qualifications
Essential
- Educated to A-Level standard or equivalent experience.
- Evidence of continuing professional development.
- A recognised management, administration or leadership qualification, or equivalent management experience.
Desirable
- ILM Level 3 or Level 5 in Leadership and Management.
- Qualification in Business Administration, Management or Healthcare Administration.
- Chartered Management Institute (CMI) qualification.
- Health and Safety qualification.
- Customer Service qualification.
- NHS Leadership Academy programme or equivalent leadership development programme.
Skills & attributes
Essential
- Strong people management and team leadership skills.
- Excellent organisational and time management abilities.
- Ability to manage competing priorities and work effectively under pressure.
- Strong problem-solving and decision-making skills.
- Excellent written and verbal communication skills.
- Ability to build positive working relationships with colleagues, patients and external stakeholders.
- Ability to work independently and use initiative.
- High level of integrity, professionalism and discretion.
- Proficient IT skills, including Microsoft Office applications.
- Commitment to delivering high standards of patient care and customer service.
Desirable
- Experience of clinical systems such as EMIS Web.
- Knowledge of appointment systems and patient access processes.
- Knowledge of NHS digital systems and reporting tools.
- Understanding of health and safety requirements within a healthcare setting.
- Experience of preparing reports, audits or performance information.
- Knowledge of CQC requirements and primary care regulatory standards.
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
Ford Medical Practice
Address
93 Gorsey Lane Ford Liverpool L21 0DF United Kingdom
Employer's website
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