Administration & Quality Manager

Are you a dynamic leader ready for a new challenge in healthcare management? Passionate about delivering exceptional patient care and leading high‑performing teams? Join us at North Wood Group Practice as an Administration and Quality Manager, working full‑time (37.5 hours/week) on a permanent basis.

About the Role

We are looking for a proactive, forward‑thinking individual to play a pivotal role in driving operational excellence and team development. You will lead the Administration and Reception team, act as a key liaison within the wider primary care team, and support both clinical and service management functions. Your leadership will help shape an outstanding patient experience and efficient day‑to‑day operations. If you are a high energy individual, with a love of leading people, looking to grow and develop, this would be an ideal role for someone with aspirations of being a Practice Manager. If you are a Deputy Practice Manager, Senior Receptionist or Administration Manager currently, then we want to hear from you.

Main duties of the job

• Key Responsibilities:
• Lead, motivate, and develop the non‑clinical team through regular 1‑to‑1s, performance reviews, and tailored development plans.
• Provide ongoing coaching and foster a culture of continuous training, development and improvement.
• Manage and resolve patient verbal complaints professionally and promptly.
• Undertake the role of complaints co‑ordinator for the Practice, support the investigation of and response to complaints.
• Oversee daily administrative operations and productivity, ensuring team compliance with North Wood Group Practice standards, policies and healthcare regulation compliance.
• Act as a point of escalation for complex administrative and reception issues.
• Work to develop clear training, processes and protocols for all administrative tasks and work.
• Develop a team that is structured to ensure all requirements of the administrative workload / team is covered at all times.
• Manage HR processes for the administrative team, with the support from the Practice Management Team.
• Be involved with service planning and quality improvement initiatives.
• Be responsible for the co‑ordination of all Governance and Quality standards and processes within the Practice.

Job responsibilities

• Administration and Quality Manager Reports to Development Director
• Accountable to Development Director and Partners
• Location Cross‑site Based across both branches
• Contract Type Full‑time

Role Overview

The Administration and Quality Manager plays a pivotal role in the day‑to‑day operational management and quality assurance of administrative services across both practice sites. Reporting directly to the Development Director, this role includes oversight of administrative staff, coordination of reception services, complaints management, and maintaining compliance with internal policies and external regulatory standards. The post‑holder may be assigned additional duties by the Practice Manager or Development Director in line with operational needs.

• Key Responsibilities
• Supervise the Reception and Administrative team, including:
• Managing annual leave and sickness absence
• Conducting back‑to‑work interviews, monthly one‑to‑ones, and annual appraisals
• Identifying and addressing performance issues or areas of concern
• Organise and chair monthly Administrative Team meetings, including setting the agenda and distribution of minutes
• Deputise for the Practice Manager as required
• Operational Oversight
• Ensure the efficient delivery of all core administrative and reception functions, including:
• Telephone handling and reception desk coverage (efficient, patient focussed service)
• Docman, Accurx, EMIS, ERS Website forms and generic email management
• Private patient administration and death certification processes
• All other patient administration processes and procedures
• Monitor workloads to ensure tasks are completed within agreed timeframes
• Ensure team members are adequately trained to perform their roles effectively
• Monitor quality of services
• Review efficiency and effectiveness of administrative processes
• Support change management to ensure practice processes remain optimal
• Rota Management
• Prepare and maintain the Reception/Administration rota
• Ensure adequate staffing levels and arrange cover for any absences
• Recruitment and Induction
• Lead recruitment for the Reception/Administrative team in line with practice policy
• Oversee and document induction and training for new team members
• Ensure all team members receive role‑specific training to the required standard
• Conduct probationary reviews in line with practice policy

Training & Development

• Ensure all Reception/Administrative staff are compliant with mandatory training
• Maintain and regularly update the Training Matrix
• Work with the Practice Manager and Development Director to identify skills gaps and coordinate additional training to ensure team resilience and capability

HR Administration

• Maintain accurate staff records including sickness, annual leave, overtime and other absence
• Assist the management team in ensuring both sites are clean, safe, and fully operational
• Conduct or coordinate routine checks and testing, including:
• Legionella flushing and temperature checks
• Fire alarm, emergency call bell, and emergency lighting tests
• Support the Practice Manager with annual and ad hoc risk assessments, including:
• Legionella, Infection Control, Health & Safety, Fire Safety, and COSHH.
• Ensure completion of required follow‑up actions from assessments and audits.

Governance

• Represent the Administrative Team at the Patient Safety and Clinical Governance (PSCG) meetings:
• Present complaints data and summaries
• Present incident data and summaries
• Contribute to discussions around governance and service improvement
• Feedback from the meeting to the Administrative Team
• Maintain and co‑ordinate all of the required Governance Framework data
• Co‑ordinate the completion of incident reports and Significant Event Analysis (SEAs)
• Maintain the incident database
• Maintain the risk register

Complaints

• Act as the first point of contact for patient complaints and concerns
• Aim to resolve issues informally; escalate where appropriate
• Manage the complaints process:
• Maintain and update the complaints database
• Issue acknowledgment letters within three working days
• Distribute complaints internally for review and track progress to ensure responses are completed within 20 working days

When required, report on complaints through the Practice internal Governance processes. Investigate and respond to complaints relating to Administration issues, including written responses. Assist in co‑ordinating and collating all Practice patient feedback e.g. Practice survey, Friends and Family Test responses. Assist in receiving and reviewing all patient feedback. Assist in sharing and distributing patient feedback to the practice team.

Additional Notes

Duties may evolve depending on the needs of the practice. Flexibility, a proactive attitude, and the ability to respond to changing priorities are essential.

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this Job Description, the post‑holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety:

The post‑holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

Equality and Diversity:

The post‑holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner which is welcoming to and of the individual, is non‑judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post‑holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post‑holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own time, workload and resources.

Communication:

The post‑holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post‑holder will:

• Apply practice policies, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audit where appropriate.

Notes: This is not intended to be an exhaustive list of responsibilities but more an outline framework. Any changes will be the subject of consultation with the post holder.

Person Specification

Knowledge, Skills, Personal Attributes

• Strong understanding of confidentiality, data protection, and safeguarding in a healthcare setting.
• Familiarity with NHS systems and processes e.g., EMIS, Docman, Accurx.
• Understanding of compliance and governance standards in primary care or clinical environments.
• Knowledge of infection control, health and safety, and risk management procedures.
• Excellent communication and interpersonal skills.
• Strong organisational and time management abilities.
• Ability to prioritise workloads and manage multiple tasks.
• High attention to detail.
• Ability to lead, motivate and develop teams.
• Conflict resolution and problem‑solving skills.
• Proficient IT skills, including Microsoft Office and clinical systems.
• Able to handle confidential information appropriately.
• Proactive and solution‑focused.
• Flexible and adaptable to change.
• Calm and professional under pressure.
• Committed to high standards and continuous improvement.
• Supportive, approachable and team‑oriented.
• High energy.
• Resilience.
• Willingness and ability to work across two sites.
• Able to attend occasional meetings or training outside of normal working hours if required.
• Knowledge of CQC requirements and inspection frameworks.
• Familiarity with patient feedback systems such as FFT (Friends and Family Test).

Qualifications

• Educated to degree level or equivalent experience in administration, healthcare management, or a related field.
• Evidence of ongoing professional development.
• Management or leadership qualification e.g., ILM, NVQ Level 5, or equivalent.
• Training in complaints handling or HR processes.

Experience

• Significant experience in a senior administrative or management role, preferably within a healthcare or general practice setting.
• Proven experience in supervising or managing staff, including performance management, appraisals, and staff development.
• Experience in complaints handling and quality assurance.
• Experience managing rotas and staffing cover.
• Experience supporting or leading change management and process improvement.
• Experience chairing meetings and presenting reports.
• Involvement in service improvement or governance initiatives.

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.