Admin Team Leader

• Communicate effectively with patients, staff, visitors and external agencies.
• Receive, welcome and advise patients, signposting where appropriate.
• Make appointments and operate appointment systems.
• Answer telephone enquiries from patients, staff and external agencies.
• Explain practice arrangements to newly registering patients.
• Collect payments and issue receipts for non-NHS services.
• Open and secure the premises in accordance with practice protocols.

• Process and record information in accordance with practice protocols.
• Provide administrative assistance including photocopying and scanning.
• Process and distribute incoming and outgoing mail, including medical reports.
• Administer new patient registrations and patient deductions.
• Coding of clinical correspondence.
• Write and prepare letters and care plans.
• Monitor the practice website for patient submissions and provide appropriate responses.

• Arrange patient referral appointments as directed by GPs using the NHS e-Referral Service.
• Liaise with the Referral Support Service as required.
• Book and monitor patient waiting lists.

• Act as the first point of contact for administration team queries.
• Provide training, support and mentoring to new and existing staff.
• Share information effectively between the management team and administration team.
• Provide feedback to support appraisal and performance review processes.
• Lead, motivate and support the administration team.
• Organise and lead regular team meetings.
• Promote positive team working and a culture of continuous improvement.

• Prepare and monitor administration team rotas and work schedules.
• Run and monitor reports as requested by the management team.
• Order stationery and other office supplies as required.
• Ensure office equipment is maintained and report faults promptly.
• Assist colleagues with outstanding work to ensure service continuity.

• Assist with the development, implementation and monitoring of Standard Operating Procedures.
• Identify opportunities for service improvement and support change initiatives.
• Maintain a broad knowledge of administration processes to support practice resilience.
• Ensure all work is undertaken in line with practice policies, procedures and confidentiality requirements.
• Attend practice meetings, mandatory training and other learning events as required.

Essential

• Excellent verbal and written communication skills
• Ability to communicate effectively and sensitively with patients, colleagues and external organisations
• Ability to remain professional, calm and courteous when dealing with challenging situations or difficult conversations

Essential

• Previous experience working within a GP Practice or NHS setting
• Experience of working in a busy environment and managing competing demands
• Experience of using computerised systems to maintain accurate records and process information accurately

Desirable

• Previous experience of working within a supervisory/team leader role
• Experience training, mentoring, or supporting the development of admin staff
• Experience working within Primary Care and an understanding of GP practice processes and patient pathways
• Experience of using SystmOne clinical software
• Understanding of appointment management, care navigation, and demand and capacity within a GP practice

Desirable

• Qualification in Team Leading, Management or Leadership (e.g. ILM Level 3 or equivalent)
• NVQ Level 3 (or equivalent) in Business Administration or Customer Services
• Training or qualifications relevant to NHS or Primary Care administration