Deputy Practice Manager - St Paul's Clinic
Were looking for an organised, proactive, and hands-on Operations Manager to help keep our busy GP surgery running smoothly. Youll play a key role in managing the day-to-day operations of the practice, supporting staff, and ensuring patients receive the best possible service.
Main duties of the job
Supervise the reception and administrative team, ensuring the front-of-house service runs efficiently and patients receive a high standard of care.
Plan, prepare, and manage staff rotas for reception, administration, and clinical support teams, ensuring safe and effective cover at all times.
Monitor workload, workflow, and performance within the reception team, providing guidance, support, and training where needed.
Manage annual leave, absence, and sickness reporting to maintain service continuity.
Support recruitment, induction, and ongoing supervision of reception and administrative staff.
Maintain accurate HR and training records, ensuring compliance with employment law and NHS guidance.
Assist the Practice Manager with staff performance reviews, investigations, and informal HR matters.
Oversee the smooth running of daily clinics, coordinating with clinicians to resolve scheduling or room allocation issues.
Ensure health and safety checks, building maintenance, and supplier arrangements are carried out as required.
Contribute to the development and implementation of policies and procedures to improve efficiency and patient experience.
Act as a visible point of contact for staff queries, promoting teamwork, professionalism, and a positive working culture.
About us
St Paul's Clinic is a city centre practice in the heart of Newport providing general medical services to a range of patients from different cultures and backgrounds. It is a vibrant working environment in which you are continually learning every day. Close to theM4 with links to Cardiff and Bristol and a designated car park
Job responsibilities
Responsible to: Practice Manager
Location: GP Practice (Primary Care)
Job Purpose
The Operations Manager plays a key role in the smooth day-to-day running of the practice. Working closely with the Practice Manager and clinical team, the post-holder will oversee front-of-house operations, staff rotas, HR processes, and facilities management to ensure safe, efficient, and high-quality service delivery.
This role requires excellent organisational skills, attention to detail, and the ability to manage people and processes in a fast-paced environment. The Operations Manager will act as the main point of contact for reception and administrative teams, ensuring that patient access, communication, and service quality are maintained to a consistently high standard.
Key Responsibilities
Staff Management and HR
Supervise and support the reception and administrative teams, promoting a positive, professional, and efficient working culture.
Manage staff rotas, annual leave, and sickness cover to maintain operational continuity.
Lead by example in handling patient queries, complaints, and challenging interactions.
Support recruitment, induction, and probationary reviews for new staff.
Maintain up-to-date HR documentation including contracts, training, appraisals, and absence records.
Support the Practice Manager with employee relations, performance management, and informal HR matters.
Coordinate mandatory and role-specific training, maintaining accurate compliance logs.
Operational Management
* Oversee the day-to-day running of the practice, ensuring reception, telephony, and clinic operations run smoothly.
Oversee the day-to-day running of the practice, ensuring reception, telephony, and clinic operations run smoothly.
Liaise with clinical staff to coordinate appointment rotas, room allocations, and daily schedules.
Support the delivery of high-quality patient services, ensuring all staff uphold the values of dignity, respect, and confidentiality.
Monitor and review administrative workflows to improve efficiency and patient access.
Assist in the development and implementation of practice policies and standard operating procedures.
Contribute to audits, reporting, and the ongoing improvement of practice systems.
Facilities and Health & Safety
Oversee building maintenance, cleaning, and security arrangements.
Ensure that statutory health and safety checks, fire safety records, and risk assessments are completed and reviewed.
Act as a liaison point for contractors, suppliers, and service engineers.
Escalate premises or compliance issues to the Practice Manager as required.
Leadership and Communication
Serve as a visible and supportive presence across the practice.
Communicate effectively with staff, clinicians, and management to ensure smooth coordination of services.
Participate in staff meetings, contributing ideas to improve workflow and patient experience.
Model professionalism, integrity, and accountability in all aspects of the role.
Person Specification (Summary)
Strong background in administration or operations, ideally within a healthcare or customer-focused setting.
Experience supervising staff and managing rotas.
Excellent communication and organisational skills.
Ability to handle sensitive issues with discretion and professionalism.
Practical problem-solver with a calm and structured approach.
Experience
* Managing staff
* Dealing with challenging situations
* Rota/room management
* Experience in primary care
Qualifications
* Educated to A-Level standard or equivalent experience.
* Evidence of continued professional development relevant to management or administration.
* HR training and experience
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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