Operations Lead

The Operations Lead oversees the day-to-day running of the reception and front-of-house functions, ensuring smooth patient flow, excellent customer service, and efficient operational processes. You will act as a key link between reception staff and the Operations Manager, supporting the implementation of practice policies, maintaining high standards, and stepping in to resolve issues proactively.

Main duties of the job

Key Responsibilities

• Lead and support the reception team to deliver a high-quality, patient-focused service.
• Act as first point of contact for reception-related queries from staff, patients, and other healthcare professionals.
• Support the Operations Manager in implementing practice policies, procedures, and service improvements.
• Oversee day-to-day staffing, including rota management, shift cover, and workload allocation.
• Monitor and maintain standards for telephone answering, appointment booking, and patient communications.
• Assist with staff induction, training, and performance monitoring.
• Resolve complaints and service issues at first contact where possible, escalating when required.
• Support operational projects, audits, and reporting as directed by the Operations Manager.

Ensure confidentiality and compliance with data protection and safeguarding policies

About us

About Us

We are a friendly, forward-thinking GP practice committed to delivering excellent patient care in a supportive and professional environment. Ashdown Medical Group with a total list size of 13,000 was formed following a merger of 2 GP practices namely Downham Family Medical Practice and Burnt Ash Surgery; hence we are based on 2 sites - Downham Health and Leisure centre in Downham and Burnt Ash at Lee Health Centre.

With a strong emphasis on teamwork, patient experience, and efficiency, we are looking for an enthusiastic and experienced Operations Lead to join our management support team.

Job responsibilities

Role Purpose

The Operations Lead oversees the day-to-day running of the reception and front-of-house functions, ensuring smooth patient flow, excellent customer service, and efficient operational processes. You will act as a key link between reception staff and the Operations Manager, supporting the implementation of practice policies, maintaining high standards, and stepping in to resolve issues proactively.

Key Responsibilities

• Lead and support the reception team to deliver a high-quality, patient-focused service.
• Act as first point of contact for reception-related queries from staff, patients, and other healthcare professionals.
• Support the Operations Manager in implementing practice policies, procedures, and service improvements.
• Oversee day-to-day staffing, including rota management, shift cover, and workload allocation.
• Monitor and maintain standards for telephone answering, appointment booking, and patient communications.
• Assist with staff induction, training, and performance monitoring.
• Resolve complaints and service issues at first contact where possible, escalating when required.
• Support operational projects, audits, and reporting as directed by the Operations Manager.

Ensure confidentiality and compliance with data protection and safeguarding policies

Person Specification Qualifications

• GCSE Grade A to C in English and Maths
• Qualified to NVQ level 2 in Health and Social Care

Experience

• We are looking for someone who is
• Experienced in a medical or healthcare reception, administration role.
• A strong communicator with excellent interpersonal skills.
• Organised, adaptable, and able to work under pressure.
• Confident in using GP practice IT systems EMIS and DOCMAN
• A team player with a proactive and problem-solving approach.
• Committed to providing exceptional

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.