Admin Lead

Job description

Job responsibilities

Primary Key Responsibilities

Supervisory Functions

• 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.
• Provide 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 throughout their training period assessing their needs and providing a structured training programme.
• Co-ordinate the 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 accurately 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.

Patient Liaison

• 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/inform as 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 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

Essential

• GCSE English & Maths (C or above) and at least 3 other GCSE qualifications

Desirable

• Educated to A-Level or higher with relevant experience.
• AMSPAR Qualification.
• NVQ Level 2 in Health & Social Care.
• Leadership and/or management qualification.

Personal Qualities

Essential

• 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

Essential

• Experience of working with the general public.
• Experience of administrative duties.
• Experience of working in a healthcare setting.
• Experience of leading / managing a team.

Desirable

• Experience or working in a GP practice.
• Experience of undertaking appraisals and staff development.

Other Requirements

Essential

• Flexibility to work outside of core office hours.
• Disclosure Barring Service (DBS) check.

Knowledge & Skills

Essential

• Excellent communication skills (written & oral).
• Strong IT 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.

Desirable

• SystmOne user skills.

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.

Employer details

Employer name

Whitwick Road Surgery

Address

Whitwick Road Surgery

Whitwick Road

Coalville

Leicestershire

LE67 3FA

Employer's website

https://whitwickroadsurgery.co.uk/ (Opens in a new tab)