Admin Team Lead in Gloucester

The Admin Team Leader oversees the daily operations of administrative functions within the surgery, ensuring high-quality, patient-centred services. This role involves managing staffing, task allocation, and promoting efficient practices. The leader also supports the implementation of digital processes, helping staff confidently utilise digital tools to maintain accurate and safe workflows.

Join our dynamic team where your contributions will make a real impact on patient care and operational efficiency. We prioritise a supportive work environment that fosters professional growth and encourages innovation.

The Admin Team Leader is responsible for the effective day-to-day operational management of the administrative functions within the surgery. The postholder will ensure high quality, patient centred administrative services, support the smooth running of practice operations, oversee daily staffing and task allocation, and promote consistent, efficient working practices across the team. They will support the adoption of digital and standardised administrative processes, ensuring staff are confident in using digital tools and that workflows are delivered accurately, safely and in line with established procedures.

G DOC LTD is a unique, GP-owned organisation; all GP surgeries in Gloucestershire are our shareholders. We operate with a not-for-profit ethos, ensuring every decision and service is focused on improving patient outcomes and reinvesting in local Primary Care across the county. We directly manage several GP surgeries in Gloucester and the Forest of Dean, providing patient-centred care to more than 45,000 patients. We value continuity of care and practice teams are at the heart of all we do. In addition to our surgeries, we deliver a range of countywide commissioned services designed to improve access, increase capacity, or provide specialist support. Our teams are committed to delivering sustainable, high-quality primary care while fostering innovation and collaboration across the local health system.

By joining us, you’ll be part of an organisation that puts people first, supporting staff wellbeing, professional development, and a collaborative culture. You’ll benefit from the stability, support, and career opportunities of a larger organisation, while still working in close-knit, community-focused teams.

• Team Supervision
  • Provide day-to-day supervision and support to the administrative team based in Gloucester.
  • Coordinate and allocate daily work across the team to ensure fair distribution and smooth workflow.
  • Support team members with routine queries and decision-making within established procedures.
  • Deliver induction, shadowing support and role-based training for new starters.
  • Conduct regular 1:1s and annual appraisals, identifying training needs and development opportunities.
  • Develop and maintain staff rotas; manage annual leave and sickness within the team to ensure adequate cover and service continuity.
  • Provide informal performance feedback and assist the Deputy Practice Manager with basic HR tasks (e.g., attendance monitoring, return-to-work discussions).
  • Promote a positive, collaborative and supportive team culture.
• Delivery of Administrative Services
  • Responsible for the effective, efficient and timely day-to-day delivery of administrative services, including oversight of:
  • Document Management & Workflow: Oversee scanning, coding, triage and distribution of clinical correspondence. Monitor workflow queues and ensure tasks are processed accurately, consistently and within expected turnaround times. Support performance monitoring at an operational level and highlight quality issues to senior management. Escalate delays, errors or capacity concerns promptly to the Deputy Practice Manager.
  • Medical Reports & Information Requests: Coordinate the administrative aspects of medical reports, insurance reports and Subject Access Requests (SARs). Ensure GDPR and Information Governance requirements are followed at all stages of admin processing. Escalate complex, legal or clinically sensitive requests where appropriate.
  • Respond to Safeguarding Concerns: The candidate must be able to identify safeguarding concerns and respond appropriately, following established protocols.
  • Quality Frameworks & Contractual Support: Provide administrative support for QOF, DES/LES and other performance indicators as directed. Ensure accurate data entry and timely completion of assigned tasks to support contractual requirements.
  • Recalls & Invitations: Oversee recall and invite processes for LTC reviews, childhood vaccinations, screening programmes and other routine activity. Ensure invites are issued according to agreed timelines and procedures. Escalate workload or compliance concerns as needed.
  • GP2GP & Clinical System Administration: Monitor GP2GP transfers, ensuring tasks are allocated and actioned promptly. Support safe and compliant patient registration processes in line with practice policy. Oversee the daily processing of referrals, including creation, submission, tracking and communication with patients. Support consistent use of referral pathways to reduce errors and maintain quality.
  • Online Access & Patient Queries: Oversee the processing of online access requests and support the team in responding to digital services queries. Ensure all patient information is handled securely and in line with IG requirements. Support the introduction and embedding of digital-led, standardised and efficient administrative processes. Assist in reviewing and adjusting workflows to reflect best practice, under direction from senior management. Ensure staff receive appropriate on-the-job support in using digital tools, such as online consultation systems, workflow automation and digital registration processes. Identify gaps in digital confidence or skills within the team and escape training needs.
• Quality, Governance & Risk
  • Maintain high standards of accuracy and compliance in administrative processes, patient records, confidentiality, and information governance. Support the Deputy Practice Manager with routine compliance activity (e.g., data collection for audits, readiness for CQC inspections). Promote safe working practices, highlight risks or concerns promptly, and contribute to team-level continuous improvement.
• Communication & Relationship Management
  • Act as a key point of contact between administrative staff, clinical teams, senior managers and relevant external partners (e.g., PCSE, hospitals). Ensure clear communication pathways within the team, sharing updates, changes and new instructions promptly. Attend relevant internal meetings and contribute to discussions related to operational service improvement. Promote a positive, professional and patient-centred approach to communication at all times.

• Other
  • DBS Check: Must pass a Disclosure Barring Service check.
  • Professional Development: Evidence of ongoing professional development and training.
• Skills
  • Communication Skills: Excellent written and verbal communication abilities.
  • IT Proficiency: Strong IT skills; competent in Microsoft Office (including Outlook).
  • Policy Adherence: Ability to follow established policies and procedures.
  • Time Management: Effective planning and organisational skills.
  • Teamwork: Ability to work collaboratively as part of a team, as well as independently.
  • Interpersonal Skills: Good interpersonal skills to interact effectively with colleagues and patients.
  • Familiarity of AI, SystmOne and tracking solutions such as Anima and Radar.
• Qualifications
  • GCSE English: Grade 5 or above (or equivalent).
  • GCSE Maths: Grade 5 or above (or equivalent).
  • Additional qualifications in management or administration.
  • Qualification: Relevant leadership qualification or proven management experience in a similar role.
• Personal Qualities
  • Telephone Manner: Clear and polite when communicating over the phone.
  • Confidence and Politeness: Approachable and courteous demeanour.
  • Flexibility: Willingness to adapt and cooperate in various situations.
  • Motivation: Self-driven and proactive in tasks.
  • Integrity: High levels of honesty and loyalty.
  • Empathy: Sensitive and understanding in distressing situations.
  • Pressure Management: Ability to stay composed and effective under pressure.
• Experience
  • Information Governance: Knowledge of data compliance requirements including but not exclusive of, GDPR, Information Standards and the Data Protection Act.
  • Experience of working in primary care.
  • Experience with SystmOne.
  • Medical Administration: Understanding of administrative processes within healthcare.

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.