GP Practice Office Manager

NHS Jobs; Huddersfield; On-site; GBP 26,000 - 34,000; Full time

Job summary

NHS Jobs is seeking an experienced administrator lead in Huddersfield to head the admin team and drive a patient-centered service across calls, front desk and office processes.

You will oversee patient experience, task management, and the handling of clinical correspondence, while coaching staff and ensuring governance and confidentiality throughout daily operations.

Responsibilities

• Lead the admin team to ensure prompt, helpful and professional service for patients.
• Improve patient experience by handling feedback and complaints.
• Monitor task queues and ensure timely completion.
• Oversee incoming clinical correspondence processing and confidentiality.
• Monitor call performance and plan staffing to meet demand.
• Manage front desk operations and confidentiality protocols.
• Provide staff guidance, coaching and escalation support.
• Report on patient experience, task performance and governance.

Job description

Job purpose

To lead our admin team and take primary responsibility for patient experience and office performance, so that every patient receives a prompt, helpful and professional service.

Patient experience

Take primary responsibility for the quality of patient experience across calls, front desk and administrative services Act as first point of contact for patient feedback and concerns, resolving issues early wherever possible Use feedback, complaints and compliments to identify and drive improvements Promote a welcoming, respectful and patient-centred culture

Task management

Monitor task queues daily and make sure tasks are allocated, completed and followed up on time Identify backlogs early and put actions in place to clear them Keep clear processes so tasks are handled consistently and safely

Incoming clinical correspondence

Oversee our process for incoming clinical correspondence, including processing, coding and passing items to clinicians Monitor turnaround times and report on performance Make sure correspondence is handled accurately and confidentially

Incoming call performance

Monitor call data, including wait times and abandoned calls, and act on the findings Plan and adjust staffing and rotas to meet demand Support the team to handle calls effectively, courteously and consistently

Front desk and reception

Make sure our front desk is well run, welcoming and appropriately staffed Work on reception and phones when needed to support the team and maintain standards Make sure staff follow our protocols for care navigation, signposting and confidentiality

Staff advice, guidance and escalation

Be the first point of advice and guidance for our admin and reception staff Support, coach and develop our team, including induction and training Deal with day-to-day performance and attendance matters informally and fairly Escalate to a manager, with clear information, where formal management is required

Performance and reporting

Report regularly to our managers on patient experience, task, correspondence and call performance Keep to information governance, data protection and health and safety requirements