As the General Practice Manager for GP at Hand, you will oversee the operational, financial, and strategic management of a large digital-first NHS general practice. This includes leading cross-functional teams, where you will coordinate with clinical, administrative, and technical teams to deliver high-quality, accessible patient care. The role requires a strong focus on digital innovation, operational excellence, and patient-centered services while maintaining compliance with NHS standards and regulatory requirements. The role will support operational delivery of our Membership Support KPIs and SLAs reporting to the Director of Operations.
WHAT YOU’LL WORK ON
- Operational Management
Oversee the seamless integration of digital and in-person healthcare services, ensuring efficient operation of platforms, clinics, and support systems. Work within a
matrix management structure , coordinating across teams (e.g. IT, clinical, and administration) to align objectives and manage interdependencies effectively. Collaborate with technology teams to ensure the functionality and continuous improvement of digital tools. Monitor patient access and service delivery, ensuring digital-first pathways are efficient and effective, and that they integrate with NHS pathways. Ensure compliance with NHS policies, CQC (Care Quality Commission) standards, and GDPR for digital and physical healthcare services forms, patient portals, and appointment systems. - Financial Management
Ensure our membership support team is staffed within the allocated budget and resources are distributed in line with demand. Oversee funding streams, including QOF (Quality and Outcomes Framework), Enhanced Services, and chargeable services to NHS patients. - Matrix Leadership and Staff Management
Oversee the management of our membership support team. Work across functional teams (clinical, IT, admin) to lead and coordinate efforts, ensuring effective collaboration and alignment of goals. Serve as the central point of coordination for cross-functional initiatives, such as the rollout of new digital services or compliance updates. Foster a collaborative and innovative culture, encouraging teams to embrace digital transformation and patient-centered care. Lead the recruitment, training, and development of staff across multiple teams, equipping them with the skills to excel in a digitally-driven healthcare environment. Manage interdependencies between teams, resolve conflicts, and ensure consistent communication of organizational priorities. Be responsible for setting, monitoring and ensuring compliance with KPIs and targets across operational and support teams. - Strategic Planning and Development
Work with the partners and clinical leads to define the practice’s strategic vision, particularly around digital health innovation. Develop and execute plans for new digital and physical health initiatives, ensuring alignment with NHS goals and patient needs. Monitor and evaluate performance metrics across teams, using data-driven insights to drive continuous improvement. Build partnerships with external stakeholders, including NHS England, Integrated Care Boards (ICBs), and local healthcare networks, to position GP at Hand as a leader in digital healthcare. - Patient Care and Experience
Ensure patients have access to high-quality care through digital-first pathways and in-person services. Develop and oversee initiatives to improve the patient experience, including intuitive digital tools, health education resources, and proactive engagement strategies. Regularly analyze feedback and data from patients and staff to identify opportunities for improvement. Promote equitable access to care, ensuring all patient demographics can effectively utilize digital platforms. WHAT WE’RE LOOKING FOR Proven ability to lead, influence, and manage teams across different functional areas, ensuring alignment of goals and effective collaboration. Excellent organizational and problem-solving skills, particularly in coordinating complex, multi-team operations. HR experience, including expertise in talent management, employee relations, and organizational development. Financial management expertise, including budget planning and resource allocation. Strong interpersonal and communication skills to build relationships across teams, with patients, and external stakeholders. Proficiency in IT systems, including GP clinical platforms (e.g. SystmOne) and digital tools. Ability to thrive in a fast-paced, dynamic, and innovative environment. Knowledge of CQC compliance, QOF, and NHS contractual frameworks. Experience working in workforce management. WHAT WE OFFER eMed flex-leave 5% employer pension contribution for 5% employee contribution Life Insurance 4x annual base salary Health cash plan Employee Assistance Program Eye care voucher reimbursement (up to £20) Enhanced Maternity, Paternity and Adoption pay. Health & Wellbeing resources Up to £80 towards noise cancelling headphones
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Oversee the seamless integration of digital and in-person healthcare services, ensuring efficient operation of platforms, clinics, and support systems. Work within a
matrix management structure , coordinating across teams (e.g. IT, clinical, and administration) to align objectives and manage interdependencies effectively. Collaborate with technology teams to ensure the functionality and continuous improvement of digital tools. Monitor patient access and service delivery, ensuring digital-first pathways are efficient and effective, and that they integrate with NHS pathways. Ensure compliance with NHS policies, CQC (Care Quality Commission) standards, and GDPR for digital and physical healthcare services forms, patient portals, and appointment systems. - Financial Management
Ensure our membership support team is staffed within the allocated budget and resources are distributed in line with demand. Oversee funding streams, including QOF (Quality and Outcomes Framework), Enhanced Services, and chargeable services to NHS patients. - Matrix Leadership and Staff Management
Oversee the management of our membership support team. Work across functional teams (clinical, IT, admin) to lead and coordinate efforts, ensuring effective collaboration and alignment of goals. Serve as the central point of coordination for cross-functional initiatives, such as the rollout of new digital services or compliance updates. Foster a collaborative and innovative culture, encouraging teams to embrace digital transformation and patient-centered care. Lead the recruitment, training, and development of staff across multiple teams, equipping them with the skills to excel in a digitally-driven healthcare environment. Manage interdependencies between teams, resolve conflicts, and ensure consistent communication of organizational priorities. Be responsible for setting, monitoring and ensuring compliance with KPIs and targets across operational and support teams. - Strategic Planning and Development
Work with the partners and clinical leads to define the practice’s strategic vision, particularly around digital health innovation. Develop and execute plans for new digital and physical health initiatives, ensuring alignment with NHS goals and patient needs. Monitor and evaluate performance metrics across teams, using data-driven insights to drive continuous improvement. Build partnerships with external stakeholders, including NHS England, Integrated Care Boards (ICBs), and local healthcare networks, to position GP at Hand as a leader in digital healthcare. - Patient Care and Experience
Ensure patients have access to high-quality care through digital-first pathways and in-person services. Develop and oversee initiatives to improve the patient experience, including intuitive digital tools, health education resources, and proactive engagement strategies. Regularly analyze feedback and data from patients and staff to identify opportunities for improvement. Promote equitable access to care, ensuring all patient demographics can effectively utilize digital platforms. WHAT WE’RE LOOKING FOR Proven ability to lead, influence, and manage teams across different functional areas, ensuring alignment of goals and effective collaboration. Excellent organizational and problem-solving skills, particularly in coordinating complex, multi-team operations. HR experience, including expertise in talent management, employee relations, and organizational development. Financial management expertise, including budget planning and resource allocation. Strong interpersonal and communication skills to build relationships across teams, with patients, and external stakeholders. Proficiency in IT systems, including GP clinical platforms (e.g. SystmOne) and digital tools. Ability to thrive in a fast-paced, dynamic, and innovative environment. Knowledge of CQC compliance, QOF, and NHS contractual frameworks. Experience working in workforce management. WHAT WE OFFER eMed flex-leave 5% employer pension contribution for 5% employee contribution Life Insurance 4x annual base salary Health cash plan Employee Assistance Program Eye care voucher reimbursement (up to £20) Enhanced Maternity, Paternity and Adoption pay. Health & Wellbeing resources Up to £80 towards noise cancelling headphones
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