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- Tasks: Lead and support clinical admin teams to ensure efficient patient care.
- Company: Join Penrose Health, a trusted provider of healthcare in South East London.
- Benefits: Enjoy NHS pension, team socials, and exclusive employee discounts.
- Why this job: Make a real impact on patient care for 85,000 people.
- Qualifications: Strong communication and leadership skills; NHS experience is a plus.
- Other info: Dynamic role with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for an organised, supportive and detail-focused Deputy Service Manager to help lead our busy back-office clinical administrative teams across multiple GP sites. In this role, you will support the Service Manager in overseeing several key functions, including referrals, medical reports, document assessment, laboratory results and general clinical administration. You will provide day-to-day supervision, deliver training, conduct audits, drive quality, and ensure we provide accurate and efficient support to patients and clinicians.
Involvement in service improvement and transformation: Impact the health of 85,000 people across south east London. Make a Real Impact: Play a vital role in patient care by ensuring accurate and timely processing of tests and investigations. Leadership development and training opportunities: development in skills to progress your leadership skills in Penrose. Collaborative Environment: Work alongside experienced healthcare professionals in a supportive, team-oriented setting. Flexible Entry Point: Perfect for candidates with a science background who want to enter the healthcare sector without needing a medical degree. Innovation & Learning: Exposure to NHS systems and processes, giving you valuable insight into modern healthcare operations. Lifestyle benefits including NHS pension, team socials and exclusive employee discounts!
Main duties of the job
- Strong communicator with proven experience managing people and processes
- Excellent attention to detail; accuracy really matters in this role
- Confident problem solver who thrives in busy environments
- Ability to coach, support and develop staff
- NHS experience helpful but not essential
Key responsibilities:
- Lead and support multiple admin teams (referrals, medical reports, document processing, labs)
- Deliver training and complete quality audits
- Monitor performance, workflow volumes and turnaround times
- Work closely with internal and external partners (GPs, clinical teams, hospitals, insurers)
- Improve processes to enhance patient experience and service efficiency
If you are passionate about developing people, improving processes and delivering high-quality administrative services, we would love to hear from you. Apply now and help us deliver excellent care for our patients.
About us
Penrose Health is on a mission to deliver outstanding healthcare to every patient we serve. We care for 75,000+ people across 9 sites in South East London, supported by a team of 200+ clinicians and staff. Our model is built on permanent, diverse teams, strong governance, and a clear focus on continuity, quality, and access. We work closely with NHS partners to deliver a full range of services from routine checks to complex, long-term care backed by robust systems and a culture of continuous improvement. We are proud to hold a CQC "Good" rating and consistently receive strong feedback from patients.
Job responsibilities
The Deputy Service Manager plays a key leadership role within our back-office clinical administrative service. The post-holder supports the management of multiple administrative teams, ensuring the safe, accurate and efficient delivery of all clinical correspondence, referrals, medical reports, laboratory results, and patient communications. The role requires excellent communication skills, strong attention to detail, and the ability to lead teams in a fast-paced environment. While NHS experience is an advantage, it is not essential; we welcome candidates with proven experience managing people and processes in a busy operational setting.
Key relationships
- Clinical Team: GPs, Nurses, Pharmacists, PAs, Paramedics, AHPs (for referrals, test results, and patient preparation).
- Non-Clinical Team: Reception, Triage, Data & Performance, Patient Experience (for coordination and record management).
- Patients: Direct interaction for basic checks, specimen collection, and explaining procedures.
- External stakeholders: hospital trusts, community services, insurers, solicitors, laboratories
Key responsibilities
- Leadership of Multiple Administrative Teams: You will provide day-to-day supervision, support and performance oversight across several key functions, including Referrals, Medical Reports, Document Assessment Team and Lab reports team. Leadership responsibilities include daily oversight of work queues and volumes, coaching and pastoral support, rota planning and leave management, onboarding, competency sign-off and ongoing training.
- Training, Quality & Performance Framework: Deliver structured training across all admin workstreams. Conduct regular audits (coding accuracy, referral timeliness, lab results completion). Monitor and report on KPIs, including turnaround times, quality scores and workflow volumes. Support the Service Manager in implementing improvement plans. Maintain consistency with SOPs, clinical governance, and record management standards.
- Stakeholder Engagement Internal & External: Act as an escalation point for complex workflow or correspondence issues. Ensure smooth communication pathways across teams. Support service redesign in collaboration with clinical leadership. Build positive working relationships with external organisations.
- Process Oversight & Problem Solving: Ensure consistent and efficient processing across all administrative workflows. Identify process gaps and lead improvements to enhance patient safety and efficiency. Troubleshoot operational issues and implement sustainable solutions. Support updates of Penrose Portal SOPs, training packs and workflow guides.
- Quality Measurement & Governance: Regularly measure quality through audits, sampling, and staff feedback. Support incident reporting and root-cause investigations. Ensure best practice in data protection, confidentiality, and clinical accuracy. Maintain robust record-keeping in line with NHS and organisational standards.
- Patient Engagement & Experience: Ensure administrative processes support smooth and timely communication with patients. Oversee accurate follow-up of results, referrals, and clinical enquiries. Support timely responses to patient feedback, complaints and queries. Identify improvements that enhance patient engagement and reduce avoidable delays.
Person Specification
Knowledge
- Understanding of operational workflows in a high-volume service environment
- Knowledge of people management practices (performance, coaching, rotas, training)
- Understanding of data accuracy, confidentiality and information governance principles
- Awareness of quality assurance or compliance frameworks in regulated sectors
- Knowledge and experience in healthcare, primary care or regulated environments
- Familiarity with EMIS, Anima, NHS e-Referrals or similar systems
- Understanding of clinical correspondence pathways (results, referrals, documents)
Skills
- Proven experience supervising or managing teams in a busy operational setting
- Ability to manage workload allocation, queues and deadlines
- Strong communication skills across multiple stakeholder groups
- Ability to analyse issues, spot trends and implement practical solutions
- Confident using digital systems and learning new software quickly
- Ability to train staff and embed consistent standards
- Ability to write clear SOPs or internal guidance (even basic ones)
- Experience conducting audits and leading quality improvement work
- Experience using reporting tools or dashboards to monitor KPIs
- Experience onboarding new starters and signing off competencies
Behaviours
- High attention to detail and commitment to accuracy
- Calm under pressure with the ability to make sound decisions
- Positive, supportive leadership style with a focus on coaching
- Takes accountability for performance and quality standards
- Professional, reliable and consistent communicator
- Open to feedback and continuous improvement
- Demonstrated ability to influence change across teams
- Appetite for developing new systems or processes
Qualifications
- RQF Level 2 in English and Maths e.g. GCSE (or equivalent)
- Qualification in leadership, supervision, business administration or healthcare administration
- Evidence of CPD in coaching, quality improvement, data accuracy, or process management
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.
Clinical Admin Manager employer: Penrose Health
Contact Detail:
Penrose Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Clinical Admin Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the healthcare sector, especially those who work in admin roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching common questions for clinical admin roles. Think about how your experience aligns with the responsibilities listed in the job description and be ready to share specific examples.
✨Tip Number 3
Show off your skills during the interview! Bring along any relevant certifications or examples of past work that demonstrate your attention to detail and leadership abilities. This will help us see how you can make an impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Penrose Health.
We think you need these skills to ace Clinical Admin Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in managing teams and processes. We want to see how your skills align with the role of Deputy Service Manager, so don’t hold back on showcasing your relevant achievements!
Show Off Your Attention to Detail: Since accuracy is key in this role, be sure to emphasise your attention to detail in your application. Whether it’s through examples of past work or specific achievements, we love to see candidates who take pride in their precision.
Communicate Clearly: Strong communication skills are a must for this position. Use clear and concise language in your application to demonstrate your ability to convey information effectively. Remember, we’re looking for someone who can lead and support teams!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company there!
How to prepare for a job interview at Penrose Health
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Clinical Admin Manager. Familiarise yourself with key functions like referrals, medical reports, and document assessment. This will help you speak confidently about how your experience aligns with the role.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in managing teams and processes. Think of specific examples where you've led a team, delivered training, or improved workflows. Highlight your ability to coach and support staff, as this is crucial for the role.
✨Demonstrate Attention to Detail
Since accuracy is vital in this position, come ready to discuss how you ensure precision in your work. You might want to share examples of audits you've conducted or how you've maintained high standards in previous roles. This will show that you take quality seriously.
✨Engage with the Interviewers
Remember, interviews are a two-way street! Prepare thoughtful questions about the team dynamics, service improvement initiatives, and how they measure success. This not only shows your interest but also helps you gauge if the company culture is the right fit for you.
