Reception / Administration Manager

Fell Cottage Surgery; Gateshead; On-site; GBP 32,000; Full time

Job summary

A community-focused GP surgery in Gateshead is seeking a Reception/Administration Manager to lead their administrative team. The ideal candidate will support the management in ensuring efficient operations while adhering to healthcare regulations. Responsibilities include managing appointment schedules and guiding staff development. Experience with EMIS Web and a background in healthcare are essential. A competitive salary of £31,049 per year is on offer.

Qualifications

• Good standard of education in Maths and English, or equivalent.
• Experience of using EMIS web for appointments and administration.
• Experience in a healthcare setting with public interaction.

Responsibilities

• Manage the administration team ensuring efficiency.
• Support the management team with compliance and quality.
• Deal with patient concerns promptly and effectively.

Skills

Excellent communication skills (written and oral)

Problem solving

Teamwork

Time management

Organizational skills

Education

GCSE Maths and English Grade C or Functional Skills Level 2

AMSPAR qualification (L3 in Medical Administration)

NVQ Level 2 in Health and Social Care

Tools

EMIS Web

MS Office

Outlook

Job description

If you would like to join a developing Management team at a GP surgery who values both our staff team and our patients this is the role for you. As general practice develops, the way we deliver healthcare changes, we need to ensure that we adapt to this as a practice by teaching and supporting our team of staff. The Reception/Administration Manager is a pivotal part of that development.

The Reception/Administration Manager will be responsible for the efficient management and direction of the administration team,ensuring all administrative duties are performed effectively and to the required standard,meeting the objectives of the practice.

They will support the management team in promoting Equality Diversity and Inclusion, Safety, Health, Environment and Fire, quality and continuousimprovement, confidentiality, collaborative working, service delivery, and learning anddevelopment, and ensure the organisation complies with CQC regulations.

The Reception/Administration Manager will need to provide support towards the maximisation of both enhanced services and QOFachievements, reporting to the Partners and Practice Manager.The post-holder will be an integral part of the general practice team.

They will be part of the Management team comprising of three GP Partners, the Practice Manager, Quality Lead and Senior Secretary.

It is an exciting time at the practice as we are currently extending our clinical space bringing new opportunities for the way we work.

Main duties of the job

As our Reception/Administration staff are instrumental in the quality service we provide to our patients the Reception/Administration Manager will be required to be their guidance and support. They will be required to carry out all elements of line management, including one to one meetings, sickness management, training and development, appraisal and performance management. We carry out regular one to one meetings with all of our staff in order to provide support, help develop knowledge and skills and more importantly providing a positive working environment.

The Reception/Administration Manager will need to have experience working with EMIS Web, this will ensure support and training can be provided to the team. The management of our appointment books on EMIS will also be a requirement of the role, ensuring that adequate clinical cover is provided on a daily basis with the ability to manage capacity at times of escalation.

We receive regular positive feedback from our patients, this being something that we are proud of, the Reception/Administration Manager will ensure that our standards remain high and patients continue to feel valued and receive accurate information and guidance from our team. If the expected standards are not achieved and patients express a concern the Reception/Administration Manager will be required to deal directly with the patient in order to resolve or escalate any concerns.

Interviews will be held on Wednesday 25.02.26 and Thursday 26.02.26

About us

Fell Cottage surgery is located in the heart of Low Fell inGateshead, our surgery is a listed building which was once a residentialproperty. We currently have 9,514 patients registered at our surgery.

We are lucky to led by three GPpartners and five salaried GPs in surgery and supported by a great nursing teamconsisting of one Senior Practice Nurse, one Practice Nurse and two Health CareAssistants.

We are a training practice supportingGP trainees, Foundation Doctors, Medical Students, Pharmacy Students and a TrainingNurse Associate. Our Admin team of ten are supported currently by our PracticeSecretary. Our surgery also benefits from a small quality team directed by our QualityLead supporting our two Care Co-ordinators who work directly with ourpatients. We have a family feel whilst striving to deliver the best healthcareto our patients.

Fell CottageSurgery work in collaboration with our GP Practices in the Gateshead CentralSouth Primary Care Network. Working as part of a Primary Care Network providesthe benefit of having an extended practice team of Additional Role Staff whichincludes our Pharmacists, Counsellors, Mental Health Practitioners, SocialPrescribers, Midwife and Health Visitors.

At Fell Cottage Surgery we are supporting the People Promise pilot for Primary Care in Gateshead, using the model to help improve workforce experience, reduce sickness and improve retention. Our accreditation is due soon.

Job responsibilities

The Reception/Administration Manager's job description is attached, although the primary key responsibilities are listed there may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels.

Person Specification

Qualifications

• A good standard of education, with an expectation of having
• both GCSE Maths and English at Grade C or above, or
• Functional Skills Level 2 in Maths and English
• AMSPAR qualification (L3 in Medical Administration)
• NVQ Level 2 in Health and Social Care

Skills

• Excellent communication skills (written and oral)
• Competent in the use of MS Office and Outlook
• Problem solver with the ability to process information
• accurately and effectively, interpreting data as required
• Ability to use own initiative, discretion, and sensitivity
• Ability to work as a team member and autonomously
• Ability to exploit and negotiate opportunities to enhance service
• delivery
• Strategic thinker with a solutions-focused approach

Skills

• Effective time management (planning and organising)
• Good organisational skills
• Ability to effectively utilise resources
• Ability to use initiative and judgement
• Ability to drive and deliver change effectively
• Ability to network and build relationships

Experience

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• Experience of using EMIS web
• Experience of health and safety requirements and needs within
• a small business
• Experience of chairing meetings, and producing agendas and
• minutes
• Experience of successfully developing and implementing
• projects

Qualities

• High levels of integrity and loyalty
• Ability to network and build relationships
• Flexible, cooperative and motivated
• Confident, assertive and resilient
• Sensitive and empathetic in distressing situations
• Demonstrate personal accountability, emotional resilience and
• the ability to work well under pressure
• Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity

Knowledge

• Ability to work to key policies and procedures
• Understanding of safeguarding adults and children
• Proven problem-solving and analytical skills

People Management

• Experience of leading/managing a team
• Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions
• Punctual and committed to supporting the team effort
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures
• Experience of providing appraisal writing and staff development

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.

£31,049 a yearbased on a whole time equivalent