Deputy Operations Manager

Team and Personnel Management Assistant to Practice Operations Manager Working with the Management Team, plan and co-ordinate the recruitment, induction and training of new staff. To assist in the preparation of a work rota for the doctors and arrange locum cover when necessary. To be responsible for the organisation of the reception staff rota, manage Annual leave requests, ensuring adequate cover during periods of staff sickness or leave during all opening hours. To ensure that all practice staff are aware of the need for confidentiality, both of patient and practice information. Evaluating, organising and overseeing the staff induction programme. Working with the Reception Manager/Team Leaders to Line managing the administrative team, being responsible for timely and accurate appraisals and first line support for disciplinary and grievances. Recruitment, induction and training of new administrative staff and locum cover Practice statistics and feedback collection/analysing data Oversee and organise the workload in reception Arrange, attend and minute administrative staff meetings Information Technology Registrations (alongside Reception Management/Team Leaders) Workflow Management Training and development of administrative staff Lead IT alongside the Management Team. Medical Report and Non-NHS Work Management Have full understanding of appointment system Have a working knowledge of all software and hardware Train staff in use of practice systems Reviewing and updating clinical templates ensuring they relate to current practice Ensure communication systems are running smoothly, clinicians, reception and administration staff are kept fully informed of changes in procedures Assist with production and upkeep of practice standard operating procedures Act as a central source of information Operations & Compliance Supporting the practice operations manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities Working as part of the Senior Leadership team, provide leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times Overseeing systems to ensure compliance with CQC regulations and standards Brief Practice and Business Manager on performance levels, advising actions to ensure high achievement across all areas Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare Develop and implement streamlined administrative procedures to enhance efficiency and productivity. Utilise phone systems for efficient communication and coordination. Manage office supplies, equipment maintenance, and facilities to support daily clinic operations. Ensure accurate record-keeping and data management, including patient records and administrative documents. Alongside the Team Leaders, oversee all reception duties, including patient check-ins, appointment bookings, repeat prescription requests, external / internal emails and handling general enquiries. Ensure that reception processes are carried out efficiently and consistently, with a strong focus on patient confidentiality and excellent customer service. Deal with verbal complaints or concerns in a calm, professional manner. Handle patient complaints or difficult situations with sensitivity and professionalism, escalating to the Practice Manager where appropriate. Act as the main point of contact between the reception team and the wider practice team, including GPs, nurses, and management. Liaise with external services such as pharmacies, community care teams, and secondary care providers where appropriate. Support the Business Manager and Practice Manager in maintaining compliance with policies, procedures, and CQC standards. Identify learning and development needs within the team and help arrange appropriate training opportunities. Alongside the Reception Manager / Team Leader, Lead, supervise, and support the reception team on a day-to-day basis. Encourage a positive, professional, and cohesive team culture. Monitor workload and workflows to ensure efficiency and equitable task distribution. Ensure that reception processes are consistent, secure, and compliant with data protection and confidentiality guidelines. Assist the Management team with administrative tasks, audits, and reporting.

Reception Management

Where appropriate, deputise for the Reception Manager Along with the Leadership team, supervise reception staff to ensure a welcoming and efficient front desk environment. Address any issues or concerns raised by patients or visitors in a timely and professional manner. Identify areas for improvement in reception services and recommend or implement changes.