Operations Support Lead

Burney Street Practice is looking for an organised, proactive and motivated Operations Support Lead to join our friendly team.

This is an exciting opportunity for an experienced administrator or team leader to play a key role in the day-to-day running of the practice. The successful candidate will lead the administration team, support the reception function, and help ensure the smooth and efficient delivery of high-quality patient services.

Main duties of the job

The Operations Support Lead will oversee the day-to-day management of the administration team, ensuring work is completed efficiently, accurately and to a high standard. The post holder will provide leadership and support to the administration and reception teams, helping to maintain an excellent patient experience and the smooth running of the practice.

Working closely with the Operations Manager, the role will support governance, compliance and quality improvement activities, ensuring the practice meets statutory, contractual and CQC requirements. The post holder will also identify opportunities to improve processes, support staff training and development, and work collaboratively with the wider multidisciplinary team to deliver safe, effective and patient-centred services.

About us

Established for over 25 years, Burney Street Practice is a two site, established and respected training practice offering patient services to a growing list size of c.16,000.

Operating at scale, this 4 Partner teaching and training Practice is very well established and respected and continues to explore and deliver comprehensive integrated healthcare to a core demographic of a young university student population and young families.

Burney Street Practice works collaboratively with Greenwich Peninsula, Plumbridge and Woodlands GP practices which form the Greenwich West PCN, their Primary Care Network.

The practice is also a member of the Greenwich Health GP Federation which is driven to provide flexible healthcare. The Burney Street Practice is one of 4 centrally located GP hubs which allow residents additional GP access 7 days a week.

The Practice has a clear vision to deliver high quality care, with core values which were developed by the whole health care team. The Partners are early adopters of NHS initiatives and are innovative in their approach to developing patient care.

Whilst being clinically driven, the Practice performs well financially and presents as a strongly democratic and balanced team. There is a strong belief in investment for non-clinical learning, development and training for all of the Practice team.

Job responsibilities

Key Responsibilities

Leadership and Team Management

• Lead and supervise the administration team.
• Provide day-to-day support and guidance to the reception team, working closely with the Senior Receptionist to ensure seamless patient services.
• Assist with managing reception staff levels, workload and rota coordination to ensure adequate administrative and reception cover.
• Conduct one-to-one meetings, appraisals and return-to-work meetings as delegated by the Operations Manager.
• Support recruitment, induction and training of new staff.
• Identify learning and development needs within the team.
• Promote a positive, supportive and collaborative working environment.

Operational Responsibilities

• Oversee the daily running of the administration department.
• Support reception during busy periods or staff shortages to maintain service delivery.
• Ensure correspondence, registrations, document workflow, referrals and other administrative tasks are completed accurately and within agreed timescales.
• Monitor workload and performance across the administration team.
• Develop and improve administrative processes and standard operating procedures.
• Escalate operational issues to the Operations Manager where appropriate.

Governance and Compliance

• Support the Operations Manager in maintaining compliance with CQC standards and NHS contractual requirements.
• Coordinate governance activities including audits, action plans and compliance monitoring.
• Maintain governance documentation and evidence for inspections.
• Ensure practice policies and procedures are regularly reviewed and implemented.
• Monitor completion of mandatory training for Reception
• Assist with risk assessments, business continuity planning and health and safety compliance.
• Promote compliance with GDPR, Information Governance and confidentiality requirements.

Quality Improvement

• Support quality improvement projects across the practice.
• Identify opportunities to improve efficiency and patient experience.
• Produce reports and performance data for the Operations Manager.
• Monitor key administrative performance indicators and recommend improvements.

Communication

• Act as a key point of contact for the administration team.
• Work collaboratively with reception, clinicians and the wider practice team.
• Liaise with external organisations and NHS services as required.

General Responsibilities

• Support the Operations Manager with the day-to-day operational management of the practice.
• Provide cross-cover for reception and administration when required.
• Maintain patient confidentiality at all times.
• Comply with all practice policies and procedures.
• Participate in mandatory training and continuous professional development.
• Undertake any other duties appropriate to the role as delegated by the Operations Manager.

Person Specification Qualifications

• Previous experience working within an NHS GP practice.
• Experience supervising or leading an administrative or reception team.
• Excellent organisational and communication skills.
• Strong understanding of NHS primary care administration.
• Knowledge of governance, CQC standards and compliance requirements.
• Ability to prioritise workload and manage competing demands.
• Experience using EMIS Web and Microsoft Office applications.
• Strong problem solving skills and attention to detail
• Experience supporting service improvement projects.
• Knowledge of Information Governance and GDPR.
• Experience undertaking audits and compliance monitoring.

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.