Job summary
Wentworth Group Practice is recruiting an experienced, hands-on Operations Manager to lead our day-to-day operational delivery across our three sites. We are a busy, friendly GP practice in Finchley, in the London Borough of Barnet, serving approximately 25,000 patients. We are investing in our management structure so that we can move from reactive, problem-solving ways of working to visible, forward planning and this role is central to that change.

The Operations Manager will be the main hub for communication across the practices teams, sites, managers and partners, and will make sure that operationally everything runs smoothly in the three sites for patients, staff, clinicians, managers and partners. The role owns workflow oversight across EMIS and our online consultation platform, the set-up and maintenance of clinics and sessions, appointment and access management, clinical records and data quality, IT and equipment coordination, care coordination and patient transport, patient relations, rota and student coordination, service monitoring and operational reporting. Working closely with the Practice Manager (HR, governance, compliance and finance) and the Reception Manager (front desk, telephones and reception team), the post holder will give the practice a single, visible owner for the operational day job and the capacity to plan, not just react.

Main duties of the job
The post holder will make every aspect of the practice run safely, smoothly and visibly across all three sites. In summary, the duties are:Lead day-to-day operational delivery across the practices three sites, coordinating workflow between reception, administration, clinical teams and management, and acting as the main hub for communication across levels and teams patients, staff, clinicians, managers and partners.

Set up and maintain clinics and sessions in EMIS across the sites including student teaching sessions and care home ward rounds keeping the system up to date with changes agreed by the partners, and communicating those changes to staff, managers and partners.

Manage appointment sessions and diary integrity: resolve practitioner session issues, handle urgent same-day/next-day appointment requests, and investigate where patients have been booked in incorrectly, feeding findings back to staff and the Reception Manager.

Oversee clinical records accuracy and data quality: record amendment requests, registration errors, demographic updates and PCSE liaison.

Triage and coordinate IT, equipment and facilities issues across the sites (EMIS, Valida, printers, room and equipment availability), acting as the first point of escalation before provider support is engaged.

About us
Wentworth Group Practice is a forward-thinking GP practice in Finchley, in the London Borough of Barnet, and is part of Barnet PCN3. We operate from three sites, with this role based at our Finchley site and working across all of them.

Our clinical system is EMIS Web, online consultations run through Patches, and we use Valida for shared records. We also support medical students, so teaching and student coordination form part of the operational calendar.

Job responsibilities
The full breakdown of responsibilities sits in the internal job description; the following sections set out the main areas of accountability for the post.

Experience
Essential

• Demonstrable experience of GP practice operations (or an equivalent primary care / NHS environment), including appointment systems and access management.
• Experience using EMIS, including setting up and maintaining clinics, sessions and diaries.
• Experience implementing system or process changes, including arranging the associated staff training.
• Experience triaging and coordinating IT, equipment or facilities issues.
• Experience auditing processes and compiling management reports.
• Experience resolving patient concerns, complaints or difficult conversations

Desirable

• Experience working across multiple sites or a group practice.
• Experience supervising or coordinating a reception or administration team.
• Experience coordinating rotas, leave or student placements.
• Experience with Patches, Valida or similar platforms.
• Experience working with PCSE or NHS registration processes.

Qualifications
Essential

• Educated to degree level, or equivalent level of experience in an NHS operations or practice management environment.
• Good standard of general education (GCSE English and Maths or equivalent).

Desirable

• Relevant management qualification (e.g. ILM, CMI or equivalent).
• Training in complaint handling or customer service.

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.