Administration Manager

As Administration Manager at Evelyn Medical Centre, you will be responsible for the effective leadership, management, and development of the Administration team. You will oversee daily operations, manage workflow, and support staff development to ensure the smooth and efficient running of the practice. This is a dynamic and rewarding leadership role requiring excellent organisational skills, attention to detail, and a strong commitment to delivering outstanding patient care.

You will also play a key role in supporting the management team by promoting Equality, Diversity & Inclusion (ED&I), Safety, Health, Environment & Fire (SHEF), quality improvement, confidentiality, collaborative working, service delivery, and learning and development. You will help ensure the practice remains fully compliant with CQC regulations.

If you are a confident, motivated leader with a passion for operational excellence, we welcome your application to make a meaningful impact within our administration department.

Hours: 37 hours per week

Main duties of the job:

• Ensure the smooth operation of all administrative functions while maintaining efficiency, compliance, and excellent patient experience.
• Plan, allocate, and manage administration workflows to ensure efficiency and effectiveness.
• Provide day-to-day managerial and supervisory support to the administration team.
• Lead staff appraisals, development planning, and mentorship for trainees and students.
• Line manage the administration team to promote a positive, productive working environment.
• Compile administration rotas up to six weeks in advance, taking account of leave and arranging cover as required.

Administration & Operational Duties:

• Oversee the day-to-day workload of the administration team.
• Monitor the practice waiting room environment.
• Manage and monitor practice social media accounts.
• Oversee and maintain the practice website.
• Act as the main point of contact for, and attend, Patient Participation Group (PPG) meetings.
• Manage the appointment system, including processing requests and monitoring schedules.
• Handle patient communications via telephone, email, and face-to-face contact.
• Signpost patients appropriately to relevant services.
• Coordinate communication with patients, staff, and external agencies.
• Maintain accurate healthcare records, including data entry, scanning, and clinical coding.
• Process new and temporary patient registrations.
• Support general administrative tasks, including email management and documentation.
• Provide operational support to clinical staff as required.
• Ensure a well-organised, efficient, and professional working environment.
• Support the Dispensary with repeat prescription processes.
• Act as a central point of contact for external organisations (e.g. police, solicitors, DVLA).
• Monitor and promote the Friends and Family Test.
• Act as the practice Fire Marshal, ensuring evacuation lists and visitor logs are maintained.
• Provide initial guidance to patients wishing to raise verbal complaints and ensure staff are fully familiar with the complaints procedure.

Compliance & Protocol Management:

• Support delivery of enhanced services and other contractual service requirements.
• Identify training needs and deliver team training as required.
• Develop, implement, and embed efficient administrative processes in line with legislation.
• Review and update all administration and reception policies and procedures.
• Manage all practice deliveries, ensuring compliance with cold chain requirements where applicable.

Meetings Management:

• Coordinate and act as secretary for the Patient Participation Group meetings.
• Coordinate and chair administration team meetings within the practice.
• Arrange and undertake monthly 1-2-1 meetings with each administration team member.
• Attend weekly management meetings within the practice.
• Attend the practice weekly business meetings and communicate any relevant information to the administration team.

Person Specification:

• Flexibility to work outside of core office hours.
• Maintain confidentiality at all times.
• Evidence of continuing professional development.

Qualifications:

• GCSE English (C or above) and at least three others.
• Educated to A-level/equivalent or higher, with relevant experience.
• Management Qualification.
• AMSPAR qualification (L3 in Medical Administration).
• NVQ Level 2 in Health and Social Care.

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.

Knowledge & Skills:

• Excellent communication skills (written and oral).
• Clear, polite telephone manner.
• Competent in the use of Office and Outlook.
• Effective time management (planning and organising).
• Ability to manage and develop staff (rotas, appraisals etc).
• Good interpersonal skills.
• Problem solving and analytical skills.
• Ability to follow policy and procedure.
• Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity.
• Problem solver with the ability to process information accurately and effectively, interpreting data as required.
• Strategic thinker with a solutions-focused approach.
• 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.

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.