Administration Manager

NHS Jobs; Hurstpierpoint; On-site; GBP 40,000 - 62,000; Full time

Job summary

NHS Jobs is seeking an Administration Manager to lead non-clinical operations across three sites, ensuring efficient reception, staffing, onboarding and policy compliance. The role involves coordinating recruitment, staff development, and IT security, while maintaining high standards of patient service and collaboration with the Practice Business Partner and support teams.

The successful candidate will oversee salary updates, annual leave, and the smooth running of clinics, with a focus on

Responsibilities

• Support the Practice Business Partner in day-to-day operations of the practice and ensure non-clinical staff meet their responsibilities
• Provide leadership and guidance to all staff ensuring adherence to policy and procedure
• Implement systems to ensure compliance with CQC regulations and standards
• Work with the Persons Services Team on recruitment including onboarding
• Staff and manage reception desks across three sites with trained medical receptionists, secretaries and GP assistants
• Organise work rotas and holiday charts for non-clinical staff across the organisation
• Lead staff appraisals and development plans with robust training records
• Oversee administrative systems, report concerns to the PBP
• Maintain knowledge transfer through updated procedures and policies
• Manage disciplinary and grievance processes with the Persons Services Team
• Authorize and monitor annual leave and sickness entitlement
• Provide monthly salary updates with the PBP
• Lead the team on clinical system use and IT security in collaboration with Operations and Data Managers
• Support induction of trainees and promotion of patient online services
• Ensure timely handling of patient services across the practice
• Assist Complaints Manager with investigations and responses to complaints
• Ensure staff training in patient communication and customer service to maintain high standards
• Manage reception staffing for Hub sessions and support yearly Flu clinics
• Oversee gynae and minor surgery clinics in capacity planning
• Attend Patient Participation Group meetings when required
• Investigate complaints with the complaints manager and provide evidence for formal responses
• Identify trends to reduce risk and recurring issues in non-clinical roles
• Update practice policies and drive continuous improvement and change

Job description

The following are the core responsibilities of the Administration Manager. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

Core responsibilities

• Supporting the Practice Business Partner in the day-to-day operations of the practice, ensuring non-clinical staff achieve their primary responsibilities
• Providing leadership and guidance to all staff ensuring that they adhere to policy and procedure at all times
• Implementing systems to ensure compliance with CQC regulations and standards
• Working closely with the Persons Services Team in relation to recruitment including onboarding (see appendix 1)
• Ensure that the general offices and front reception desks across all three sites are staffed adequately with trained and competent medical receptionists, secretaries and GP assistants to ensure we promote an efficient and professional service to patients and colleagues
• Organise the work rotas and holiday charts for non-clinical staff for the whole organisation to facilitate the above.
• Implementing and embedding an effective staff appraisal process
• Implementing and embedding an effective staff development plan for all non-clinical staff whilst maintaining a robust training record to support and encourage motivation and development of skills in conjunction with the Persons Services Team
• Oversee the administrative systems, ensuring they work efficiently and effectively in line with practice policies, reporting any concerns regarding systems or competencies in staff to the PBP where they might impair the smooth running of the practice
• Ensure smooth transfer of knowledge and skills are maintained through recording of manual procedures and updates to policies
• Implementing effective systems for the resolution of disciplinary and grievance issues, maintaining an overview of staff welfare in conjunction with the Persons Services Team
• Authorisation and monitoring of annual leave and sickness entitlement ( see appendix 4)
• Monthly salary updates with PBP
• Leading your team on the use and management of the clinical system, ensuring IT security and IG compliance at all times working closely with the Operations and Data Managers
• Work closely with Management Team to ensure induction of trainees within the practice
• Actively encouraging and promoting the use of patient online services
• Ensuring the staff implement the practice wide approach to the management of all patient services matters to be completed in a timely manner.
• Supporting the Complaints Manager with investigation and response for verbal and written complaints
• Ensure all staff receive regular training in patient communication, expectation management, and customer service to support a positive patient experience, minimise complaints, and maintain high standards of care and professionalism
• Manage reception staffing for Hub sessions to ensure sufficient cover
• Support the Operations Manager in the organization of yearly Flu clinics
• Manage the smooth running of Gynae and Minor surgery clinics ensuring liaison with the Operations Manager in respect of capacity planning

In addition to the primary responsibilities, the Administration Manager may be requested to:

Additional responsibilities

• Attend Patient Participation Group meetings when required in relation to staff team services
• Where a complaint is made against a member of your team or the service offered by your staff teams, you lead on the investigation and ensure the complaints manager is provided with the relevant information and evidence to support a formal response to the patient and evidence for CQC purposes.
• Identify trends and devise solutions to reduce risk and repeated occurrences of complaints and significant events within the non-clinical roles.
• Flagging to the PBP and Persons services team concerns regarding repeat offenders.
• Support the practice business partner in the reviewing and updating of practice policies and procedures annually or more frequently if required.
• Support the practice and management team with continuous improvement and change initiatives
• Dealing with facilities issues when required or Duty Manager