Administration Manager in London

Job description

Job responsibilities

Post Title: Administration Manager

Responsible To: Operations Manager

Location: Cricklewood General Practice, 7 Oaklands Road, NW2 6DJ

Hours: Full time, based on site

Salary: Starting at £30,000 to £36,000 per annum, depending on experience

The Administration Manager runs the practice day to day. The role combines hands-on administrative work with on-site management of the practice team. Experience of EMIS is essential.

Key responsibilities

• Oversee the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
• Guide the team to reach QOF targets, key performance indicators, ICB targets and CQC compliance
• Carry out the practice's administrative work personally, including registrations, deductions, referrals, prescriptions and documents
• Own the rota and locum cover so that the practice is always staffed
• Act as first point of contact for system access, IT and premises issues
• Maintain a good working knowledge of EMIS, including the ability to create reports

Team management

• Functional management of all salaried clinical and administrative staff
• Provide leadership and guidance to all staff, ensuring that they adhere to policy and procedure at all times
• Manage the reception and administration team on site every day: allocate work, set and maintain clear standards, expected timeframes and safety netting procedures, and check they are met
• Establish good working relationships with the non-clinical team by holding regular one-to-ones and team meetings
• Deal with performance and conduct issues promptly, informing and escalating to the Operations Manager where needed
• Manage an effective system for monitoring attendance, lateness, authorising annual leave and overtime, using Practice Index and taking action where appropriate to support staff welfare and address potential issues
• Maintain an effective overview of and ensure compliance with HR legislation, with guidance from the Operations Manager
• Consider non-clinical staff planning, and develop, implement and embed an effective succession plan through the annual appraisal process
• Induct all new staff, ensure all staff have the appropriate level of training to carry out their roles effectively, and identify and deliver non-clinical team training where required

Rota and locum cover

• Own and maintain the clinical and staff rota on EMIS, managing it for all staff to ensure sufficient cover
• Keep the rota at least twelve weeks ahead
• Maintain the rota to agreed standards, including GPAD-mapped appointments and correct allocation of NHS 111, routine and urgent appointments
• Enter authorised changes notified by clinicians straight away, and check the rota against approved leave so there is no gap in service provision
• Review appointment availability and take action as required
• Book locum cover to fill gaps, and handle all locum administration, including correspondence, confirmations and systems access

Patient administration

• Process patient registrations in line with national registration guidance, including resolving duplicate or unclear records with PCSE
• Process deductions and respond to FP69 notifications
• Manage medical records coming into and leaving the practice, including Lloyd George records
• Process referrals, ensuring the correct forms are used
• Manage prescriptions and repeat prescription requests
• Manage patient DNAs
• Take responsibility for maintaining documents held at the practice, for example petty cash, PGDs and the visitor log
• Take responsibility for managing documents into the practice and all patient requests
• Triage the practice email inbox promptly and route items to the right person
• Triage online consultations: action administrative requests, move clinical requests into a GP slot, message patients where needed, and save them to the record
• Actively encourage and promote the use of patient online services, including the NHS App
• Administer private reports
• Monitor clinical system tasks throughout the day so that nothing is missed or allowed to build up

Complaints and patient engagement

• Manage the patient complaints process and ensure that staff are fully conversant with the complaints procedure
• Oversee the management of the Patient Participation Group

Recalls and performance

• Run recall lists supplied by the clinical team and the Operations Manager, and ensure reception follow them up with outbound calls
• Support vaccination and screening campaigns, including flu
• Brief clinicians on performance levels, advising actions to ensure high achievement across all QOF areas
• Report activity figures to the Operations Manager, and support the compilation of practice reports and the practice development plan

Systems and IT

• Act as Registration Authority (RA) sponsor for the site, setting up new users on EMIS and arranging their smartcards
• Act as administrator for clinical systems, setting up and maintaining access to all systems needed to run the practice day to day
• Resolve staff and clinician access problems with the clinical system and other practice software
• Oversee the response to and resolution of all local IT issues, such as printers, escalating where needed
• Be the practice NHS App and Safe Surgeries ambassador, promoting safe, equitable access and encouraging NHS App use

Premises, health and safety, and supplies

• Maintain a clean and tidy front of house, including keeping noticeboards up to date and a daily visual inspection
• Maintain effective security and fire safety protocols at the practice
• Manage health and safety at the premises, including risk assessments, staff awareness and mandatory risk-management training
• Deal with day-to-day premises issues, including the landlord, cleaners and contractors, keeping the Operations Manager informed
• Monitor and disseminate information on safety alerts and other pertinent information
• Ensure processes are in place to maintain stock, agreeing them with the clinical team, and place orders or make purchasing requests to the Operations Manager
• Ensure health and safety and cold chain logs are completed, for example fridge temperatures, emergency trolley and fire safety

General

• Be an instrumental member of the general practice team
• Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children
• Comply with practice policies on information governance, health and safety, and confidentiality
• Undertake all mandatory training and induction programmes
• Maintain a clean, tidy, effective working area at all times
• Attend a formal appraisal with their manager at least every 12 months
• Attend any external meetings pertinent to this role
• Support and participate in shared learning

Progression

• Subject to performance, there is the opportunity for promotion to a more senior role, encompassing some duties within the scope of a Practice Manager, within 6 to 12 months of appointment

You will be required to undertake all other duties that may be reasonably asked of you.

Person Specification

Experience

Essential

• Experience of working in general practice
• Experience of supervising or leading a reception or administration team
• Hands-on experience of GP administration, such as registrations, deductions, referrals, prescriptions and document management
• Experience of using EMIS
• Experience of working with the general public

Desirable

• Experience in an Administration Manager, Reception Manager or similar role
• Experience of managing a clinical rota and locum cover
• Experience of running searches and reports on EMIS
• Experience of handling staff attendance, performance and conduct issues
• Experience of handling patient complaints
• Understanding of QOF, contract KPIs and patient recalls
• Understanding of health and safety requirements in a small business

Knowledge and skills

Essential

• Willing to carry out administrative work personally, alongside managing the team
• Excellent communication skills (written and oral)
• Competent in the use of MS Office products
• Ability to set clear standards for a team and follow them up
• Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
• Accurate, with good attention to detail
• Good organisational and time management skills
• Ability to use own initiative, discretion and sensitivity
• Ability to work as a team member and autonomously
• Ability to motivate a team and maintain a positive working environment
• Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity
• Sensitive and empathetic in distressing situations
• Confident, assertive and resilient under pressure
• Punctual, reliable and committed to supporting the team effort
• High levels of integrity and loyalty
• Understanding of safeguarding adults and children
• Understanding of confidentiality and information governance

Desirable

• Knowledge of the NHS App and patient online services

Qualifications

Essential

• A good standard of education with excellent literacy and numeracy skills

Other requirements

Essential

• Able to work full time on site at Cricklewood General Practice
• Disclosure and Barring Service (DBS) check
• Occupational Health clearance

Desirable

• Flexibility to work outside core office hours

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

Cricklewood General Practice

Address

Cricklewood General Practice

7 Oaklands Road

London

NW2 6DJ

United Kingdom

Employer's website

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