Operations Manager – Kingsnorth Medical Practice
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Job Title: Operations Manager
Kingsnorth Medical Practice, Ashford Road, Kingsnorth, Ashford TN23 3ED
Job Purpose
To support the smooth and effective day-to-day operation of the GP practice by overseeing the implementation of practice systems, supervising non-clinical teams, coordinating service delivery, and ensuring compliance with NHS and regulatory requirements. The Operations Manager plays a vital role in patient experience, staff performance, and service development within the context of a modern, high-performing NHS General Practice.
Key Responsibilities
Operations Management
- Ensure the efficient day-to-day running of practice operations, including appointments, reception, and administrative workflows.
- Oversee clinical and non-clinical rota management, including annual leave planning and absence cover.
- Produce and monitor workstream and activity reports for the Reception and Administration teams to support effective service delivery.
People Management
- Line manage the Reception Manager and Administration Manager, providing leadership, support, and guidance.
- Conduct appraisals, monitor performance, and coordinate training and development opportunities for staff.
- Foster a positive, inclusive workplace culture that promotes wellbeing, team cohesion, and high performance.
Compliance and Governance
- Lead on health and safety risk management, ensuring full compliance with the Health & Safety at Work etc. Act 1974 and related regulations.
- Manage Subject Access Requests (SARs) in accordance with current data protection legislation and guidance.
- Oversee practice audits and support readiness for Care Quality Commission (CQC) inspections, including the maintenance of audit records, logs, and registers. Maintain the Clinical Audit Protocol and ensure timely review cycles.
Patient Services
- Manage the complaints process, including investigation, resolution, and year-end reporting in line with the practice’s complaints policy.
- Coordinate patient engagement initiatives, such as surveys and Patient Participation Group (PPG) activities.
- Monitor patient access to services, identify areas for improvement, and implement initiatives to enhance the patient experience and reduce complaints.
IT and Systems
- Ensure optimal use of clinical systems (e.g. EMIS Web), telephony, and digital platforms to support operational efficiency and patient access.
- Maintain up-to-date and accurate practice documentation, including templates, protocols, and digital records.
- Collaborate with the PCN and ICB on digital transformation initiatives, including access improvement projects and system upgrades.
