Job summary We are seeking a highly motivated and experienced Business/Operations Manager - ideally with experience in primary care - to oversee the smooth day-to-day running of our busy GP practice in Epsom, which provides patient care for approximately 14,500 patients. Excellent leadership and teamwork skills are required in this varied, rewarding but demanding role. The successful candidate will motivate, support and develop a dedicated and experienced team to provide the highest level of care to patients whilst ensuring the practice complies with contractual and legislative obligations. This includes delivering on the requirements of the GMS (General Medical Services) Contract and maintaining CQC (Care Quality Commission) standards. Main duties of the job The ideal candidate will have a strong background in healthcare operations, business management, or practice management, with proven experience in leading teams, driving efficiency, and delivering high-quality patient care services. A strategic mindset, excellent communication skills, and the ability to manage multiple priorities in a fast-paced environment are essential. This is a fantastic opportunity for a dynamic leader to make a significant impact in a forward-thinking GP practice, ensuring the highest standards of patient care and operational excellence. Key Responsibilities: Practice Operations & Development: Ensure efficient service delivery, patient flow, and the implementation of best practices. Strategic & Partnership Management: Support the GP partners in decision-making, business planning, and stakeholder engagement. Population Health & Care Coordination: Oversee patient care initiatives and collaborate with the Primary Care Network (PCN) and other healthcare providers. Human Resources Management: Lead recruitment, training, performance management, and staff well-being initiatives. Risk & Compliance: Ensure adherence to CQC (Care Quality Commission) regulations and other healthcare governance requirements. Facilities & IT Management: Maintain a safe, well-equipped practice environment and oversee IT infrastructure to support digital healthcare initiatives. About us Our practice is a large, well-established GP surgery based in Epsom, dedicated to providing high-quality, patient-centred healthcare services, ensuring that our patients receive timely, effective, and compassionate medical attention. We strive to uphold the highest standards of clinical excellence, patient satisfaction, and operational efficiency while fostering a supportive and inclusive environment for both our staff and patients. Our Services & Approach We offer a full range of primary care services, including general medical consultations, chronic disease management, preventative care, minor procedures, mental health support, and health promotion initiatives. Our practice operates in close collaboration with the Primary Care Network (PCN) and other healthcare providers to ensure a holistic, patient-focused approach to healthcare delivery. Date posted 05 February 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Full-time Reference number A4756-25-0000 Job locations Derby Medical Centre 8 The Derby Square Epsom Surrey KT19 8AG Job description Job responsibilities Job Summary : To work closely with the Finance Manager, to provide a timely and responsive service for the implementation and maintenance of all business, administrative, clinical and patient services. To be responsible for the production of performance and quality standards within the practice. To manage data quality issues, providing advice and guidance to all practice staff in the use of the clinical system. To oversee the claims process for work undertaken as part of enhanced national or local services. To act as practice administrator for the clinical system and as practice coordinator for IT hardware issues, working closely with the CCG and Shared Services as responsibility for computer hardware is transferred. Job responsibilities : Human resources: Ensure personnel records are maintained for all staff, including DBS checks, Absenteeism and training records Implement mandatory and personal development training Implement induction training for new staff and maintain annual staff appraisal. Finance: Implement and maintain insurances for the practice Prepare claims as advised by the Finance Manager for enhanced and other services and ensure payment received Monitor monthly claims and invoice submissions for receipt Payroll & Petty Cash Management Organisational: Review and maintain the practice continuity plan Create and maintain a practice policy register and ensure the reviews are completed appropriately Responsibility for the agenda, minute taking and circulation of non-clinical meetings and the organization of training events. Maintain the content of practice website, and production of the newsletter and other local publications. Responsible for the generation and maintenance of all clinical Rotas. Management of complaints Generate reports to support the Long term condition system and monitor recalls for the Long term recall clinics Responsible for the organization and administration medical teaching/Trainee Rotas Responsible for administration and management of locum bookings. Deputise in the absence of the Finance Manager Premises and Equipment: Oversee building maintenance and security Oversee stock maintenance at all levels and financial efficiency of the same. Information Technology: Implementation and maintenance of all associated requirements, upgrades, security and services supporting the practices IT systems Audit and maintain confidentiality of information Production of Performance and Quality Information: To be aware of national, local and practice quality standards for chronic disease management. To provide support to clinical sub groups in correctly identifying and targeting patients for assessment and treatment. To ensure staff are aware of the importance of maintaining disease registers and assist in the validation process. To provide advice and support for clinical sub groups and to produce regular reports on the progress of these groups in achieving their targets. To assist in the production of information for clinical audit as requested by the clinical sub groups. To work with the ICB to validate patient information, performing regular checks and quality audits. To be responsible for mapping patient information flows. To provide support and training for current and new staff ensuring that data quality guidelines are understood and adhered to. Practice administrator for clinical system To oversee the administration of the clinical systems, ensuring staff complete housekeeping and back-ups as outlined in the practice policy. To ensure the clinical integrity of the system working with the ICB to implement their guidance. Practice co-ordinator for IT hardware To oversee the security and validation processes for the clinical system. To provide support advice and training for current and new practice staff in the use of the clinical system To maintain an equipment log ensuring that ICB and practice owned equipment is readily identifiable. Deputise for the Finance manager in the Finance managers absence. Confidentiality: In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data Health & Safety : The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to): Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management. Maintain and up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the business Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business Making effective use of training to update knowledge and skills, and initiate and manage the training of others Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers Undertaking periodic infection control training (minimum annually) Routine management of own team / team areas, and maintenance of work space standards Demonstrate due regard for safeguarding and promoting the welfare of children. Equality and Diversity : The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal/Professional Development : The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Quality : The post-holder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources Communication : The post-holder should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognize peoples needs for alternative methods of communication and respond accordingly Contribution to the Implementation of Services : The post-holder will: Apply practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate Job description Job responsibilities Job Summary : To work closely with the Finance Manager, to provide a timely and responsive service for the implementation and maintenance of all business, administrative, clinical and patient services. To be responsible for the production of performance and quality standards within the practice. To manage data quality issues, providing advice and guidance to all practice staff in the use of the clinical system. To oversee the claims process for work undertaken as part of enhanced national or local services. To act as practice administrator for the clinical system and as practice coordinator for IT hardware issues, working closely with the CCG and Shared Services as responsibility for computer hardware is transferred. Job responsibilities : Human resources: Ensure personnel records are maintained for all staff, including DBS checks, Absenteeism and training records Implement mandatory and personal development training Implement induction training for new staff and maintain annual staff appraisal. Finance: Implement and maintain insurances for the practice Prepare claims as advised by the Finance Manager for enhanced and other services and ensure payment received Monitor monthly claims and invoice submissions for receipt Payroll & Petty Cash Management Organisational: Review and maintain the practice continuity plan Create and maintain a practice policy register and ensure the reviews are completed appropriately Responsibility for the agenda, minute taking and circulation of non-clinical meetings and the organization of training events. Maintain the content of practice website, and production of the newsletter and other local publications. Responsible for the generation and maintenance of all clinical Rotas. Management of complaints Generate reports to support the Long term condition system and monitor recalls for the Long term recall clinics Responsible for the organization and administration medical teaching/Trainee Rotas Responsible for administration and management of locum bookings. Deputise in the absence of the Finance Manager Premises and Equipment: Oversee building maintenance and security Oversee stock maintenance at all levels and financial efficiency of the same. Information Technology: Implementation and maintenance of all associated requirements, upgrades, security and services supporting the practices IT systems Audit and maintain confidentiality of information Production of Performance and Quality Information: To be aware of national, local and practice quality standards for chronic disease management. To provide support to clinical sub groups in correctly identifying and targeting patients for assessment and treatment. To ensure staff are aware of the importance of maintaining disease registers and assist in the validation process. To provide advice and support for clinical sub groups and to produce regular reports on the progress of these groups in achieving their targets. To assist in the production of information for clinical audit as requested by the clinical sub groups. To work with the ICB to validate patient information, performing regular checks and quality audits. To be responsible for mapping patient information flows. To provide support and training for current and new staff ensuring that data quality guidelines are understood and adhered to. Practice administrator for clinical system To oversee the administration of the clinical systems, ensuring staff complete housekeeping and back-ups as outlined in the practice policy. To ensure the clinical integrity of the system working with the ICB to implement their guidance. Practice co-ordinator for IT hardware To oversee the security and validation processes for the clinical system. To provide support advice and training for current and new practice staff in the use of the clinical system To maintain an equipment log ensuring that ICB and practice owned equipment is readily identifiable. Deputise for the Finance manager in the Finance managers absence. Confidentiality: In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data Health & Safety : The post-holder will implement and lead on the full range of promotion and management of their own and others health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to): Ensuring job holders across the practice adhere to their individual responsibilities for infection control and health and safety, using a system of observation, audit and check, hazard identification, questioning, reporting and risk management. Maintain and up to date knowledge of health and safety and infection control statutory and best practice guidelines and ensure implementation across the business Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business Making effective use of training to update knowledge and skills, and initiate and manage the training of others Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards, and initiation of remedial / corrective action where needed Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general / patient areas generally clean, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers Undertaking periodic infection control training (minimum annually) Routine management of own team / team areas, and maintenance of work space standards Demonstrate due regard for safeguarding and promoting the welfare of children. Equality and Diversity : The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal/Professional Development : The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Quality : The post-holder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources Communication : The post-holder should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognize peoples needs for alternative methods of communication and respond accordingly Contribution to the Implementation of Services : The post-holder will: Apply practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate Person Specification Disclosure and Barring Service Check Essential 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. Qualifications Essential Experience Essential Experience of working in a healthcare environment 4 - 5 years plus experience working in an operations role in General Practice Proficiency in IT systems EMIS preferred Leadership skills Desirable Experience gained in General Practice in a leadership role, ideally in Practice Management. Experienced in: Human Resources, Risk Management, Facilities management, Information Technology Qualifications Essential Educated to A level standard Desirable Desirable Qualification held in leadership and management Qualification in Practice Management Person Specification Disclosure and Barring Service Check Essential 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. Qualifications Essential Experience Essential Experience of working in a healthcare environment 4 - 5 years plus experience working in an operations role in General Practice Proficiency in IT systems EMIS preferred Leadership skills Desirable Experience gained in General Practice in a leadership role, ideally in Practice Management. Experienced in: Human Resources, Risk Management, Facilities management, Information Technology Qualifications Essential Educated to A level standard Desirable Desirable Qualification held in leadership and management Qualification in Practice Management 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Derby Medical Centre Address Derby Medical Centre 8 The Derby Square Epsom Surrey KT19 8AG Employer's website https://www.derbymedicalcentre.nhs.uk (Opens in a new tab)