We are pleased to announce an exciting opportunity to join theteam at Parkbury House Surgery as an Operations Manager.
This is a key leadership position responsible for the day-to-daymanagement of our operational functions and supporting the smooth running ofthe practice. The successful candidate will work closely with the widermanagement and clinical teams to ensure we continue to provide high-qualitycare to our patients.
If you are interested in applying please send your CVand a covering letter
Main duties of the job
Are you a dynamic and proactive leader? Parkbury House Surgery is on the lookout for an exceptional Operations Manager to join our teamand support our Finance Manager and 8 passionate GP Partners. In this pivotal role, you'll play a key part in managing estates, coordinatingworkforce rotas, and ensuring smooth operations to deliver outstanding patient care.As our Operations Manager, you'll lead non-clinical teams, tackle daily operational challenges, and drive efficiency, safety, andresponsiveness. With your strategic mindset and strong leadership, you'll enhance practice performance, support financial goals, andensure compliance with CQC standards and contractual obligations. Join us and help shape the future of healthcare at Parkbury HouseSurgery!
About us
At Parkbury House Surgery, located in the heart of St Albans and serving over 22,000 patients, were proud to be a progressive, Equality Act - compliant training practice offering exceptional primary care across two sites: our main practice on St Peters Street and our branch inSandridge.We value our excellent team members and promote employee wellbeing. We hold regular team socials, provide a free 24/7 EmployeeAssistance Programme for our staff and their immediate families and of course, free Coffee/Tea!Were not just about high-quality care were about creating a team where everyone thrives. With eight GP partners, 19 salaried GPs, andan outstanding multidisciplinary team (including Nurses, HCAs, Pharmacists, Physician Associates, and First contact physiotherapists), werecommitted to delivering innovative, patient-centred care. Our advanced triage systems including eConsult and same-day telephone triageensure patients are seen by the right person, at the right time.The practice is easily accessible by public transport but there is also free parking for staff members on site.
Job responsibilities
Generic Responsibilities
Equality, Diversity & Inclusion (ED&I):
Staff mustactively support an inclusive environment where everyone can thrive. Thisenhances
effectiveness, aligns with moral and legal standards, andensures fair treatment for patients and staff regardless of personalcharacteristics such as age, gender, or race.
Patients have the right to respectful,non-discriminatory care and involvement in decisions about their treatment.They are also expected to treat staff and other patients respectfully.
Staff:
Staff are entitled to fair treatment in hiring andprogression, and to work in a diverse, inclusive environment. They must treatboth colleagues and patients with respect and fairness.
Safety, Health, Environment and Fire (SHEF): All staff areresponsible for maintaining health, safety, and environmental standards atwork.
They must comply with relevant laws and cooperate to ensurea safe workplace for everyone.
Confidentiality:
Staff must uphold strict confidentialityregarding patients' personal and medical information, ensuring trust andcompliance
with legal standards. Protecting this information isessential to delivering trusted care.
Key Responsibilities
Please note that the duties outlined below are notexhaustive. You may be required to carry out other tasks as reasonablyrequested, in line with the changing needs of your role and the organisation'sobjectives. The responsibilities of this position may evolve over time toreflect the company's priorities and business goals.
1. Strategic and Operational Leadership
Manage the day-to-day running of the practices non-clinicaloperations.
Ensure smooth functioning of all systems and processes tosupport patient care.
Coordinate and monitor workforce rotas to maintainappropriate staffing levels.
To oversee the onboarding and induction of new staff(including locums) and participate in these processes as required for all practice staff
Establish and develop productive working relationships withinternal and external stakeholders, providing Practice representation at external locality / ICB led meetings.
Ensure that practice activity is configured to optimiseincome through various channels eg QOF, PCN DES
Understand reporting requirements of practice and ensurethat all reports are provided in a timely manner eg PCN, CQRS reporting, PCSE
Estates and Facilities Management
Oversee the day-to-day management of the building, ensuringall aspects of maintenance, security, safety, compliance, and insurance are effectively managed.
Coordinate with external providers to carry out requiredannual audits (e.g., fire safety, risk assessments, COSHH), and ensure timely implementation of any resulting recommendations.
Work closely with the landlord and contractors to ensureprompt resolution of any building-related issues or repairs.
Liaise with external users of the premises to upholdlicensing agreements, ensuring appropriate access, space usage, and adherence to agreed terms.
Ensure all external users comply with relevant health andsafety protocols while on-site.
Lead on fire safety, including the appointment and trainingof Fire Marshals and the organisation of regular fire drills.
Manage the upkeep and functionality of all security systems,including alarms and CCTV equipment.
Team Leadership and HR Support/Development
Provide leadership and line management to departmentmanagers, including mentorship, monthly review meetings, and overseeing the annual appraisal process.
Oversee and develop all HR functions, including managingemployment contracts, policies, procedures, and job descriptions.
Lead clinical and non-clinical recruitment, induction, staffdevelopment, and performance management, including handling grievance and disciplinary processes.
Promote staff wellbeing and foster a positive, inclusiveworkplace culture.
Ensure compliance with employment law, contractualobligations, and training requirements.
Maintain adherence to all workforce health and safetystandards.
Systems Management
Responsible for the effective oversight and optimisation ofkey practice systems including EMIS, AccurX, eConsult, Microsoft Office
applications, and Docman, ensuring they operate at fullcapacity to support clinical and administrative functions.
Act as the main point of contact for IT issues: reportfaults, liaise with IT support services, and implement Business Continuity Plans when systems are disrupted.
Produce regular reports on practice activity via CQRS andPCSE to support performance monitoring and contractual compliance.
Collaborate with the GP partner to ensure the practicewebsite is regularly updated and accurately reflects current services and information.
Manage and support the digital telephony system, includingfault troubleshooting and liaison with the service provider to resolve issues promptly.
Compliance and Quality Assurance
Ensure adherence to CQC Good/Outstanding regulations andother legal and contractual obligations.
Support audits, inspections, and the development ofimprovement plans.
Maintain and update practice policies and procedures.
Oversee and ensure health and safety compliance, includingrisk assessments and mandatory training.
Ensure that all practice insurances are up to date andprovide appropriate cover and indemnity including MPS, liability insurance, locum insurance and building insurance.
Oversee premises and contracts, maintenance schedules forservices and equipment.
Ensure the relevant insurance policies are appropriate andup to date!
Help develop and maintain a robust Business Continuity plan.
Oversee the maintenance of all practice policies andprocedures.
Strategic and Financial Input
Contribute to operational and strategic planning alongsidethe Finance Manager and Partners.
Identify opportunities for service improvement and businessdevelopment.
Maintain an effective liaison with the accountant,overseeing practice accounts and ensuring accurate figures and reporting.
Manage the procurement of practice equipment, supplies andservices within budget.
Patient Services and Communication
Monitor and improve patient access and satisfaction i.e.striving to enhance Google Reviews
Manage patient complaints and feedback processes effectivelywith the Lead Complaints Partner
Ensure consistent and clear communication within thepractice and with external partners.
Support the management of the patient participation group
PCN Involvement
Work closely with the PCN Clinical Director and PCN Board todevelop PCN service provision and ensure actions are progressed and income / budgets managed efficiently.
Supporting the implementation of PCN services andinitiatives.
Coordinating the integration of ARRS staff within thepractice.
Assisting with data collection and reporting for PCNobjectives.
Promoting collaborative working across member practices.
Equality, Diversity, and Inclusion
Monitor and review the implementation of the PracticesEquality, Diversity, and Inclusion (EDI) policy, ensuring that all staff and GP Partners are aware of and adhere to its principles.
Ensure completion of mandatory EDI training and updates byall staff and GP Partners.
Promote and support the equality, diversity, and rights ofpatients, carers, and colleagues by:
Acting in accordance with peoples rights, protectedcharacteristics, and relevant legislation.
Respecting the privacy, dignity, needs, and beliefs ofpatients, carers, and colleagues.
Demonstrating non-judgmental and respectful behaviourtowards individual circumstances, feelings, priorities, and rights.
Upholding a zero-tolerance approach to bullying andharassment among patients, carers, and colleagues.
Continuing Professional Development
Manage your own time, workload, and resources efficiently.
Evaluate your own performance and take responsibility forsetting priorities, deadlines, and delivering on a high volume of tasks.
Participate actively in annual performance reviews and takeownership of your learning and development.
Maintain professional and technical knowledge throughongoing training, relevant publications, networking, and attendance at conferences suitable for the role.
Remain flexible to shifting priorities to meet the evolvingneeds of the organisation.
Person Specification
Experience
* Working in general practice/primary care/PCNs
* Managing large multidisciplinary teams
* HR and employment law, including performance management, appraisal processes, staff development, and disciplinary procedures
* Successfully developing and implementing projects
* Health & Safety in the workplace regulations
* Managing accounting procedures including budget and cash flow forecasting
Personal Qualities
* Polite, confident, and trustworthy
* Flexible and approachable
* Excellent interpersonal skills
* Motivated and proactive
* Able to remain calm and solution-focused under pressure
* Ability to use initiative and judgement
* Forward thinker with a solution-focused approach
* Sensitive and empathetic in distressing situations
* Ability to work under pressure
* Ability to drive and deliver change effectively
* Ability to motivate teams, enhance morale, and maintain a positive working environment, including team-building sessions
Qualifications
* Educated to degree level in healthcare or business, or able to demonstrate equivalent relevant experience
* Good standard of education with excellent literacy and numeracy skills
* This role is subject to a Disclosure and Barring Service (DBS) check, in line with safeguarding requirements
* Leadership and/or Management Qualification
* Business Management Qualification
Skills and Knowledge
* Ability to exploit and negotiate opportunities to enhance service delivery
* Excellent communication skills (written, oral, and presenting)
* Excellent leadership skills
* Strategic thinker and negotiator
* Ability to prioritise, delegate, and work to tight deadlines in a fast-paced environment
* Effective time management and ability to prioritise
* Ability to network and build relationships
* Proven problem-solving and analytical skills
* Ability to develop, implement, and e
* Familiarity with practice-based systems (e.g., EMIS Web, Accurx, Econsults, Docman) is desirable. Training can be provided
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.
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