Job summary
An exciting
opportunity has arisen for an Admin Team Lead to join our highly supportive, hardworking and resilient team
facing up to the challenges of General Practice with innovation, versatility,
enthusiasm and good humour.
We are seeking a
confident and experienced Admin Team Lead who is motivated, a team player and
who has a flexible approach to work. The post holder will be encouraged and
supported to develop their career pathway with a long term view of proceeding
to a practice managerial role.
The role is offered
between 30 - 37 hours per week
Main duties of the job
- Coordinate
communication and daily operations between the reception team, patients,
management team, and partners
- Oversee
incoming calls, transferring or resolving queries appropriately and efficiently
- Lead,
motivate, and support the admin team in a positive and professional manner.
- Promote a
proactive, solution-focused, and patient-centred attitude within the team.
- Conduct
one-to-one meetings and appraisals for admin staff.
- Provide
constructive feedback, coaching, and continuous support to team members.
- Support
the induction and training of new admin staff
- Maintain
high standards of service delivery and professionalism within the reception
area.
- Monitor
the practice appointment system, ensuring accuracy and efficiency.
- Provide
troubleshooting and problem-solving support to staff and patients as required
- Coordinate
and share internal communications
- Support
patients with NHS App queries and digital service access.
- Signpost
patients to the most appropriate service or clinician.
- Respond
promptly, courteously, and professionally to patient queries in person, by
phone, or electronically.
- Deliver
a welcoming, professional, and efficient service to all patients and visitors.
- Monitor
and maintain reception areas and noticeboards in line with quality and safety
standards
- Champion the use of IT and
digital solutions within the practice and for patients
About us
We have eight GPs complimented
by an Advanced Nurse Practitioner, Practice Pharmacist and GP Trainees,
supported by a large nursing team and support staff.
We have full range
of ARRS staff including a Care Coordinator, General Practice Assistants, and
Clinical Pharmacists.
Patient list size
9,200
EMIS Clinical
system, E-consult, Accurx, Surgery Assist, Heidi
CQC rating Good
Consistently high achievement
across QOF and other enhanced services
Excellent
complement of long and loyal serving staff
Job description
Job responsibilities
Fulwell Medical Centre
Job description and person specification
Job title
Admin Team Lead
Line manager
Business & Finance Manager
Accountable to
The GP Partners
Hours per week
Job summary
The post holder will be responsible for the provision of an efficient and effective reception service.
The post holder will allocate work for all members of the team and be wholly responsible for the completion of work.
The post holder will supervise and direct the admin team
Primary key responsibilities
The following are the core responsibilities of the Admin Team Lead. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
- Provide initial guidance and advice to patients who wish to complain
- Ensure extended hours requests are managed appropriately, and follow up of
- associated tasks.
- To ensure the team carry out regular daily checking of the practice generic
- NHS email account.
- Liaise with other members of the Primary Care team and other outside agencies as
- Required and act as a central source of information.
- Act as a focal point for communication, advising administrative staff on methods of communication and best practice
- Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary.
- To provide support to the Quality Lead as and when require
- Reception and Patient Services
- Ensure appropriate cover for telephone lines and manage the reception staff
- rota.
- Maintain an overview of the Reception area and appointment service.
- Liaise with the Practice Operations Manager regarding the organisation of flu
- clinics, co-ordination of staffing and communication to staff of team target performance.
- Undertake listening in of telephone system as appropriate.
- Manage receipt of test results through Path Lab Links and ensure that all messages and actions relating to test results are completed as required.
- Manage the incoming electronic information within Emis document (such as test results, outpatient letters, discharge summaries and out of hours contacts)
- Human Resources
- Manage sickness and conduct back to work interviews for all members of the Admin Team
- Manage leave requests for all members of the Admin Team
- Delegated Line Management of the Admin Team
- Conduct annual appraisals for the Admin Team
- Oversee secretarial functions and provide guidance and support when needed.
- Chair Admin meetings and implement actions
- Manage the admin staff rotas and ensure work allocation is followed and tasks completed efficiently; identify and report any problems to the Practice Operations Manager.
- Participate in practice procedures for performance review, appraisal or mentoring and promote the value of schemes to reception staff
- Liaise with the Practice Operations Manager concerning staffing and organisation of work
- Ensure practice policies are followed and accurate records are kept with particular reference to appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths and major alerts.
- Assist with production and upkeep of Practice Reception/Clerical Procedures
- Manual and ensure practice policies are followed by the reception team.
- Arrange gifts/cards as appropriate for staff occasions in conjunction with the Practice Operations Manager.
Job description
Job responsibilities
Fulwell Medical Centre
Job description and person specification
Job title
Admin Team Lead
Line manager
Business & Finance Manager
Accountable to
The GP Partners
Hours per week
Job summary
The post holder will be responsible for the provision of an efficient and effective reception service.
The post holder will allocate work for all members of the team and be wholly responsible for the completion of work.
The post holder will supervise and direct the admin team
Primary key responsibilities
The following are the core responsibilities of the Admin Team Lead. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
- Provide initial guidance and advice to patients who wish to complain
- Ensure extended hours requests are managed appropriately, and follow up of
- associated tasks.
- To ensure the team carry out regular daily checking of the practice generic
- NHS email account.
- Liaise with other members of the Primary Care team and other outside agencies as
- Required and act as a central source of information.
- Act as a focal point for communication, advising administrative staff on methods of communication and best practice
- Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary.
- To provide support to the Quality Lead as and when require
- Reception and Patient Services
- Ensure appropriate cover for telephone lines and manage the reception staff
- rota.
- Maintain an overview of the Reception area and appointment service.
- Liaise with the Practice Operations Manager regarding the organisation of flu
- clinics, co-ordination of staffing and communication to staff of team target performance.
- Undertake listening in of telephone system as appropriate.
- Manage receipt of test results through Path Lab Links and ensure that all messages and actions relating to test results are completed as required.
- Manage the incoming electronic information within Emis document (such as test results, outpatient letters, discharge summaries and out of hours contacts)
- Human Resources
- Manage sickness and conduct back to work interviews for all members of the Admin Team
- Manage leave requests for all members of the Admin Team
- Delegated Line Management of the Admin Team
- Conduct annual appraisals for the Admin Team
- Oversee secretarial functions and provide guidance and support when needed.
- Chair Admin meetings and implement actions
- Manage the admin staff rotas and ensure work allocation is followed and tasks completed efficiently; identify and report any problems to the Practice Operations Manager.
- Participate in practice procedures for performance review, appraisal or mentoring and promote the value of schemes to reception staff
- Liaise with the Practice Operations Manager concerning staffing and organisation of work
- Ensure practice policies are followed and accurate records are kept with particular reference to appointments, messages, visits, post, patient registration, repeat prescriptions, filing systems, births and deaths and major alerts.
- Assist with production and upkeep of Practice Reception/Clerical Procedures
- Manual and ensure practice policies are followed by the reception team.
- Arrange gifts/cards as appropriate for staff occasions in conjunction with the Practice Operations Manager.
Person Specification
Experience
Essential
- Experience of staff management
- Experience of working with the general public
- Experience of working in a healthcare setting
- Experience of performance management including appraisal writing, staff development and disciplinary procedures
Qualifications
Essential
- Qualifications
- Good standard of education with excellent literacy and numeracy skills
- Leadership and/or management qualification
- Skills
- Excellent communication skills (written, oral and presenting)
- Strong IT skills (generic)
- Excellent leadership skills
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- Effective time management (planning and organisation)
- Ability to network and build relationships
- Proven problem solving and analytical skills
- Ability to develop, implement and embed policy and procedure
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
- Personal qualities
- Polite and confident
- Flexible and cooperative
- Excellent interpersonal skills
- Motivated and proactive
- Ability to use initiative and judgement
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Confident, assertive and resilient
- Ability to drive and deliver change effectively
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
- Full UK driving licence
Desirable
- NHS/primary care general practice experience
- Relevant health and safety experience
- EMIS user skills
Person Specification
Experience
Essential
- Experience of staff management
- Experience of working with the general public
- Experience of working in a healthcare setting
- Experience of performance management including appraisal writing, staff development and disciplinary procedures
Qualifications
Essential
- Qualifications
- Good standard of education with excellent literacy and numeracy skills
- Leadership and/or management qualification
- Skills
- Excellent communication skills (written, oral and presenting)
- Strong IT skills (generic)
- Excellent leadership skills
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- Effective time management (planning and organisation)
- Ability to network and build relationships
- Proven problem solving and analytical skills
- Ability to develop, implement and embed policy and procedure
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
- Personal qualities
- Polite and confident
- Flexible and cooperative
- Excellent interpersonal skills
- Motivated and proactive
- Ability to use initiative and judgement
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Confident, assertive and resilient
- Ability to drive and deliver change effectively
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
- Full UK driving licence
Desirable
- NHS/primary care general practice experience
- Relevant health and safety experience
- EMIS user skills