Admin Lead

Due to a management team restructure, we have an exciting opportunity for a new Admin lead here at Whitwick Road Surgery.

We are seeking a highly organised and motivated individual to join our busy GP practice. This is a key leadership role, responsible for overseeing the day-to-day administrative operations and ensuring the smooth running of front and back-office functions.

Why Join Us?

• Growing Registered Patient Population: We care for a list of 8,600 patients, and our numbers continue to increase.
• Experienced Team: You will be joining a highly skilful and dedicated team, supported by an evolving and committed senior practice management team.
• Innovative Approach: We are passionate about embracing new technologies and reimagining general practice to meet the changing needs of healthcare. We encourage fresh ideas and creative thinking to drive progress.
• Supportive Environment:Our team is known for its energy, enthusiasm and collaborative spirit, making Whitwick Road Surgery a fantastic place to work.

Main duties of the job What We're Looking For:

• Proven experience in an administrative or supervisory role
• Experience of working in a healthcare setting, preferably general practice
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• High level of organisation and attention to detail
• Ability to work under pressure in a fast paced environment
• Proficient in IT systems, with experience in using SystmOne.

Key Responsibilities:

• Lead and manage the admin team, including reception staff
• Oversee appointment systems, patient records and data management
• Ensure compliance with NHS policies, GDPR and practice procedures
• Support the Operations Manager(s) with operational planning and service improvements
• Handle patient queries and complaints professionally and efficiently
• Monitor staff performance, training, holidays and rota scheduling
• Maintain accurate reporting and assist with audits.

About us What We Offer:

• The opportunity to work in a modern, well equipped practice
• A supportive, friendly and forward thinking environment
• Opportunities for professional development
• A chance to make a real difference in shaping the future of the practice and the care we provide

Job responsibilities Primary Key Responsibilities SupervisoryFunctions

• Managerial responsibility for reception/administration staff at Whitwick Road Surgery, coordinating staff rotas to ensure completion of the various reception and administration functions.
• Ensure adequate staffing levels are in place to fulfil daily tasks/work rota, considering annual leave requests and any short notice sickness absence.
• Provides support to the team, whilst motivating and promoting good staff relations.
• Support reception/administration staff to develop their personal resilience and learn skills to enable them to work as efficiently as possible.
• Ensure all Practice Protocols are understood and adhered to.
• Ensure all staff are aware of the staff handbook and associated policies.
• Monitor staff attendance, sickness absence and annual leave in the reception / admin team.
• Continually assess and evaluate systems, recommending changes and improvements to the Operations Manager(s) as appropriate.
• Assist with and minimise potential patient issues that may lead to complaints, escalating to the Operations Manager(s) where appropriate.
• Deal with more complex enquiries from patients and deputise for Operations Manager(s) where appropriate.
• Assist with the appropriate recruitment and selection procedure for reception/administration staff.
• In conjunction with the Operations Manager(s), devise and maintain agreed standards of training.
• Support with the induction and training of all new staff to agreed standards.
• Ensure all new reception/administration staff undertake induction training, mentor staff through their training period assessing their needs and providing a structured training programme.
• Co ordinatethe attendance of all reception/administration staff for mandatory training. Liaise with the Operations Manager(s) to ensure all staff have fulfilled their training requirements.
• Conduct probation reviews with new staff in the admin / reception team.
• In conjunction with the Operations Manager(s) assist with reception staff performance reviews, appraisals and development plans when requested to do so.
• Assess training needs within the reception team with a view to preparing individual Personal Development Plans for reception staff.
• Undertake the return to work interviews from periods of sickness absence, escalating any areas of concern or reasonable adjustments to the Operations Managers.
• Coordinate and facilitate admin / reception team meetings when requested.
• Maintain communications to team using WhatsApp, email and any other required format.

Administration Functions

• Assist to set up and maintain effective administrative systems.
• Appointment system supervise the correct use of the computerised appointment system within the reception team.
• Oversee the alteration or cancellation of surgeries and make alternative arrangements in an emergency or in the event of changes within the practice.
• Ensure requests for repeat prescriptions are managed appropriately; ensuring that scripts are being signed and that requests are being managed as expediently as possible.
• Oversee the generation of all repeat prescriptions and ensure the safe keeping and correct distribution of all prescriptions.
• Liaise with patients and local pharmacies to enable more efficient processing of prescriptions.
• Educate patients about the most efficient ways of managing their requests.
• Liaise with local nursing homes to enable more efficient interactions between the surgery, pharmacy and care home.
• Attend, prepare and actively contribute at practice meetings.
• Oversee and delegate daily tasks e.g. chasing missing test results and notes, unusual queries, following through patient queries, registration difficulties etc.
• Ensuring timely and accurate handling of messages and ensuring unresolved or urgent matters are prioritised.
• Oversee patient liaison to improve the service given and ensure timely responses to appointments, immunisations etc.
• Oversee management and delegation of general housekeeping duties
• Ensure the waiting room and reception area is kept tidy.
• Manage the efficient and effective opening and closing of the premises.
• Actively engage with patients to keep them informed of practice developments and how best to access healthcare professionals.
• Actively encourage patients to supply their up to date mobile numbers/email addresses to facilitate communication and use SMS and email correspondence to access/informs many patients as possible.
• Encourage patients to complete the Friends and Family questionnaire to allow the practice to meet its requirements to NHS England and any other patient questionnaire the practice issues.

Secondary Responsibilities In addition to the primary responsibilities, the Admin Lead may be requested to:

• Deputise for the Operations Manager(s) during periods of absence.
• Partake in an audit as directed by the audit lead.
• Coordinate and produce meeting agendas and record the minutes of meetings.
• Support the Practice Manager in the maintenance of the practice website and social media accounts.
• Monitor and promote the use of the Friends and Family Test.
• Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives.
• Assist with Quality and Outcomes Framework, Community Based Services targets and other targets required of the practice.

Person Specification Qualifications

• GCSE English & Maths (C or above) and at least 3 other GCSE qualifications
• Educated to A-Level or higher with relevant experience.
• AMSPAR Qualification.
• NVQ Level 2 in Health & Social Care.

Personal Qualities

• Polite & Confident.
• Flexible & cooperative.
• Motivated.
• Initiative & judgement (knowing when to ask for help).
• Forward thinker.
• High levels of integrity and loyalty.
• Sensitive and empathetic in distressing situations.
• Ability to work under pressure.
• Respectful of confidentiality.

Experience

• Experience of working with the general public.
• Experience of administrative duties.
• Experience of working in a healthcare setting.
• Experience of leading / managing a team.
• Experience or working in a GP practice.
• Experience of undertaking appraisals and staff development.

Other Requirements

• Flexibility to work outside of core office hours.

Knowledge & Skills

• Clear, polite telephone manner.
• Competent in the use of Office & Outlook.
• Effective time management.
• Ability to work autonomously and as a team member.
• Good interpersonal skills.
• Problem solving & analytical skills.
• Ability to follow policy & procedure.
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