Senior Practice Administrator

• Manage complaints, ensuring they are logged, investigated, and resolved in a timely and effective manner, and that feedback is provided to all relevant parties.
• Handle difficult situations with patients, carers, and staff, such as complaints, which require tact and empathy.
• Responsible for the operational management of the Reception and Administration Team, including staff supervision, recruitment, training, performance management, and the preparation and maintenance of rotas to ensure adequate staffing levels and service continuity.
• Prepare and monitor Clinical appointment diaries, reviewing the demand and capacity on a daily basis to ensure service needs are met.
• Convene practice and multi-disciplinary meetings, including the preparation of agendas and production of minutes, ensuring any actions are dealt with within the agreed timeframes.
• Run searches and reports within the EMIS system to support the call and recall of chronic disease patients.
• Assist with the gathering of statistics and information when required.
• Perform other senior administration and clerical duties as required by the Practice Managers.

Essential

• Good Standard of Education
• NVQ Level 4 in Admin or equivalent

Desirable

• ECDL
• Audio Typing

Essential

• Previous experience within an NHS environment
• Previous experience with Customer/Patient Complaints at all levels

Desirable

• Previous experience working within a busy office

Essential

• Excellent Organisational Skills
• Effective Communication skills, both written and verbal.
• Ability to prioritise and meet deadlines

Desirable

• Supervisory Skills

Essential

• Ability to work in a team/work unsupervised
• Ability to cope with complex/distressing situation in person and on the telephone

Desirable

• Flexibility in meeting service needs