Administration Team Leader

NHS; Leicester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A prominent healthcare practice is seeking an Administration Team Leader to oversee daily operations and administration staff. The ideal candidate will have strong leadership experience and hold at least GCSEs in English and Maths. This dynamic role involves managing staff training, handling patient enquiries, and ensuring compliance with health protocols.

Qualifications

• Experience of leading a team.
• Effective communication and interpersonal skills.

Responsibilities

• Supervise the administration staff and their daily tasks.
• Manage patient complaints and complex enquiries.
• Ensure team is up to date with mandatory training.

Skills

Team Leadership

Critical Thinking

Education

GCSE grade A to C in English and Maths

Job description

Responsible for the day-to-day supervision and management of allAdministration staff and associated functions.

Ensure all administrationduties and responsibilities are carried out in accordance with agreedprocedures, protocols and time-scales, and reporting to the management team asnecessary.

Main duties of the job

Leading the team and implementing active signposting and care navigation

• Ensure administration team members are up to date with mandatory training requirements.
• Ensure adequate staffing levels and organise rotas
• Deal with more complex enquiries from patients and act as first point of contact for dealing with patient complaints
• Supervise the team processes to reach internal targets
• Supervising the processing and distribution of incoming and outgoing mail
• Oversee and manage the daily tasks from clinical staff, ensuring these are processed and actioned by the team in an accurate, efficient and timely manner
• Supervise the team in responding to requests from patients, other team members and associated healthcare agencies and providers.
• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
• Oversee the registration process of new patients
• Encourage and support personal development of members of the Administration Team including taking an active role in performance reviews and annual appraisals
• Maintenance of QOF registers including invitations for patients to attend for appointments / reviews
• Continually assess and evaluate systems, recommending changes and improvements to the management team as appropriate
• Ensure communication with LHIS is dealt with in a timely with any IT queries

The above list of duties is not exhaustive

About us

Forest Medical Group is a two-site practice with a current population of over 17,000 patients. The practice has an excellent complement of clinical staff including 8 GP partners, 3 salaried GPs as well as, Practice Nurses, Physician Associates, Nurse Associate, Clinical Pharmacist, Health Care Support Workers and Phlebotomy services as well as a team of Reception and Administrative staff.

As a practice we are an intrinsic part of the North Blaby Primary Care Network which allows us wider opportunities to support our patient group via mental health and musculoskeletal physiotherapy practitioners, midwifes and social prescribers.

We are also a teaching Practice affiliated with the University of Leicester and Jubilee training Academy for the teaching of medical students, Foundation Doctors and Registrars.

We are a SystmOne practice which lends itself to a proactive approach with a dynamic team aligned to our practice core values. The Warren Lane practice has undergone an extensive refurbishment and comprises of 11 clinical rooms, 1 pre-assessment room and 1 minor operations room. It also boasts 2 staff break out rooms, 3 open office suites and a fully equipped conference room allowing practice meetings, PLT sessions, video conferencing as well as virtual and face-to-face teaching. We have also opened a new state of the art branch site at New Lubbesthorpe with 13 clinical rooms

Job responsibilities

Responsible for the day-to-day supervision and management of all Administration staff and associated functions.

Ensure all administration duties and responsibilities are carried out in accordance with agreed procedures, protocols and time-scales, and reporting to the management team as necessary.

Job responsibilities/Duties:

Leading the team and implementing active signposting and care navigation

Induction and training of all new reception staff to agreed standards

Provide support and guidance to new staff and help upskilling the new and existing team members

Ensure administration team members are up to date with mandatory training requirements.

Ensure adequate staffing levels and organise rotas

Deal with more complex enquiries from patients and act as first point of contact for dealing with patient complaints

Supervise the team processes to reach internal targets

Oversee accurate message taking for clinical and administrative staff

Supervising the processing and distribution of incoming and outgoing mail

Oversee and manage the daily tasks from clinical staff, ensuring these are processed and actioned by the team in an accurate, efficient and timely manner

Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures

Supervise the team in responding to requests from patients, other team members and associated healthcare agencies and providers.

Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning

Oversee the registration process of new patients

Encourage and support personal development of members of the Administration Team including taking an active role in performance reviews and annual appraisals

Maintenance of QOF registers including invitations for patients to attend for appointments / reviews

Oversee the processing of NHS.net emails

Ensure appropriate notification of practice closures is displayed in the patient waiting area

Continually assess and evaluate systems, recommending changes and improvements to the management team as appropriate

Undertake any relevant training appropriate to the job role

Undertake any other additional duties appropriate to the post as requested by the partners or management team.

Overseeing the opening up/locking up of practice premises and maintaining security in accordance with practice protocols

Ensure communication with LHIS is dealt with in a timely with any IT queries

Ensure Post incoming/outgoing is dealt with in a timely manner & confidentiality adhered to at all times

The above list of duties is not exhaustive and may be subject to change as deemed necessary.

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, the practice health & safety manual, and the practice infection control policy and published procedures. This will 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, free from hazards

Actively reporting health and safety hazards and infection hazards immediately when recognised

Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role

Undertaking periodic infection control training (minimum annually)

Demonstrate due regard for safeguarding and promoting the welfare of children.

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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

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 recognize the importance of effective communication within the team and will strive to:

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognize 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

Person Specification

Qualifications

• GCSE grade A to C in English and Maths
• Experience of leading a team

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.