Senior Admin in Walthamstow

The Administration Manager is responsible for leading and managing the administration and reception functions of the practice, ensuring the delivery of efficient, high-quality administrative services that support excellent patient care. The role oversees the administration team, maintains effective office systems and processes, ensures compliance with organisational policies and regulatory requirements, and supports the Practice Management Team in achieving operational, quality, and performance objectives. The post holder will also promote continuous improvement, staff development, and excellent customer service while maintaining the highest standards of confidentiality and professionalism.

Main duties of the job:

• Lead, supervise, and support the administration and reception team to deliver an efficient, high-quality service.
• Manage staff rotas, appraisals, training, performance, and professional development.
• Develop, review, and improve administrative processes, policies, and procedures.
• Ensure compliance with practice policies, CQC standards, safeguarding requirements, and information governance.
• Coordinate appointment systems, clinical rotas, home visit schedules, and staff leave.
• Manage communication with external organisations including hospitals, solicitors, police, and the DVLA.
• Support the Practice Manager with operational planning, reporting, QOF, Enhanced Services, and service improvement initiatives.
• Handle patient concerns and complaints professionally, ensuring they are managed in line with practice procedures.
• Maintain confidentiality of patient and organisational information at all times.
• Support practice meetings, audits, health and safety requirements, and business continuity activities.
• Promote a positive, collaborative working environment focused on continuous improvement and excellent patient experience.
• Help and perform all receptionist/admin duties if and when needed.

Job responsibilities:

The Administration Manager plays a key leadership role in ensuring the smooth and effective operation of the practice's administrative and reception services. Reporting to the Deputy Practice Manager and working closely with the Practice Manager and Partners, the post holder is responsible for managing administrative staff, overseeing day-to-day operations, and implementing efficient systems and processes that support high-quality patient care. The role includes leading and developing the administration team, managing staffing resources, maintaining operational procedures, coordinating appointment systems, supporting regulatory compliance, and ensuring the practice meets key performance indicators, including Quality and Outcomes Framework (QOF) and Enhanced Services targets. The Administration Manager acts as a central point of contact for internal and external stakeholders, manages confidential information with integrity, supports quality improvement initiatives, contributes to practice governance, and promotes a culture of teamwork, professionalism, and continuous learning. The post holder will also assist with operational planning, health and safety, complaints management, staff development, and the delivery of an efficient, patient-focused administrative service that supports the strategic objectives of the practice.

Qualifications:

• A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English.
• AMSPAR qualification (L3 in Medical Administration NVQ Level 2 in Health and Social Care).

Knowledge and skills:

• Excellent communication skills (written and oral).
• Competent in the use of MS Office and Outlook.
• Problem solver with the ability to process information accurately and effectively, interpreting data as required.
• Ability to use own initiative, discretion, and sensitivity.
• Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity.
• Ability to work as a team member and autonomously.
• Sensitive and empathetic in distressing situations.
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures.
• Ability to exploit and negotiate opportunities to enhance service delivery.
• Strategic thinker with a solutions-focused approach.
• Effective time management (planning and organising).
• Good organisational skills.
• Ability to effectively utilise resources.
• Punctual and committed to supporting the team effort.
• High levels of integrity and loyalty.
• Ability to network and build relationships.
• Flexible, cooperative and motivated.
• Confident, assertive and resilient.
• Ability to drive and deliver change effectively.
• Ability to use initiative and judgement.
• Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions.
• Understanding of safeguarding adults and children.
• Proven problem-solving and analytical skills.
• Demonstrate personal accountability, emotional resilience and the ability to work well under pressure.
• Ability to work to key policies and procedures.

Other requirements/wider responsibilities:

• Occupational Health clearance.

Experience:

• Experience of working with the general public.
• Experience of administrative duties.
• Experience of leading/managing a team.
• Experience of working in a healthcare setting.
• Experience of successfully developing and implementing projects.
• Experience of providing appraisal writing and staff development.
• Experience of health and safety requirements and needs within a small business.
• Experience of chairing meetings, and producing agendas and minutes.

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.