Job description

Job responsibilities

Duties

Admin Team Manager

Taking an active role as a member of the management team including attendance at each meeting and assisting with meeting preparation and taking notes as required

Attending all meetings as required including the Management Meeting and Clinical Meeting and taking notes of meetings as required

Leading and managing a team of staff including involvement in recruitment, selection, training, performance monitoring, appraisal and disciplinary procedures and producing weekly staffing rotas

Being accessible to all staff for day to day queries including IT queries and taking ownership/organisation resolution as required

Undertaking and managing the workflow within the administration office including: Scanning, Referrals, Emails, Medical records including private, Subject Access Requests and third party requests, Recall System, All screening and immunisations requests, Administration Tasks, Coding, Summarising, Registration and De-registration process and ensuring the team is working within agreed key performance indicators.

Proactively implement innovative changes to existing administrative processes to streamline workflows and enhance overall efficiency and productivity.

Enhance screening processes within the administrative team by identifying process gaps and implementing improvements to increase overall uptake and achieve data performance indicators.

Lead and coordinate administrative recall searches, including Transgender recall, Safeguarding registers, Proxy Access monitoring, and Blood recall to ensure compliance and management of follow-up actions.

Provide support and act as the lead manager for the rota, addressing rota queries and making management decisions as required.

Assist the Rota Co-ordinator for all Trainee placements, future mapping, trainee timetables and rotas to ensure compliance with guidance set by the deanery and Universities.

Communicate any changes in practice. Work closely alongside the Rota coordinator, Room administrator, GP trainers and external Educations organisations to ensure the smooth planning of trainee placements.

Leadership: Act as the main key contact for all trainee placements. Resolve any ongoing trainee queries.

Compliance

Monitoring patient attendance and ensuring operation of practice policy in relation to missed appointments. Monitor patient attendance and proactively review and improve existing policies relating to missed appointments, ensuring appropriate follow-up.

Assist with patient complaints, investigating and responding appropriately ensuring compliance with the NHS standard

Assist submitting the annual Complaints Return for the practice and providing an annual summary for consideration by the Management Team

To have responsibility for data protection issues across the Practice with the support of the Practices Data Protection Officer including reporting any Data Breaches.

Assist to maintain and submit the Data Security Protection Toolkit return on behalf of the Practice

To produce new policies and procedures related to changes in the Practice and ensuring they are kept up to date at all times

Operating within, maintaining and improving Firsways high expectations of excellent customer service

Lead and support the PPG (Patient Participation Group) for the GP practice, working collaboratively with patients and practice staff to strengthen patient engagement, improve communication, and support service development.

Any other duties deemed commensurate with the job grade

Key competencies

Leadership and Team Management

Ability to lead, motivate, and develop the administrative team to ensure high performance and effective service delivery. This includes managing recruitment, training, staff supervision, performance monitoring, rota coordination, and supporting staff with day-to-day operational queries.

Operational and Workflow Management

Strong capability to organise and oversee administrative workflows to ensure efficient daily operations. This includes managing processes such as referrals, medical records, patient registrations, subject access requests, recalls, coding, and administrative tasks while ensuring agreed performance targets are met.

Strategic Process Improvement

Ability to identify inefficiencies within administrative systems and implement improvements to streamline processes, enhance productivity, and support organisational performance targets, including improving screening uptake and recall management.

Communication and Stakeholder Engagement

Excellent verbal and written communication skills to liaise effectively with staff, clinicians, management teams, trainees, external organisations, and patients. This includes communicating operational changes, responding to queries, and supporting collaborative working across departments.

Meeting Coordination and Administrative Governance

Competence in supporting management structures through meeting preparation, attendance, minute taking, and documentation of key decisions and actions for management and clinical meetings.

Compliance and Regulatory Awareness

Strong understanding of healthcare governance requirements and the ability to ensure administrative practices comply with organisational policies and regulatory frameworks such as National Health Service standards, UK General Data Protection Regulation, and the Data Security and Protection Toolkit.

Data Protection and Information Governance

Ability to manage sensitive patient information responsibly, oversee subject access requests, support data protection processes, and ensure compliance with confidentiality and data governance requirements.

Patient Service and Complaint Handling

Commitment to delivering high standards of patient service by supporting complaints effectively, supporting investigations, monitoring missed appointments, and ensuring policies are implemented to improve patient engagement.

Planning and Resource Coordination

Ability to coordinate staffing rotas, trainee placements, and administrative resources to ensure operational continuity and compliance with external training organisations and placement requirements.

Problem Solving and Decision Making

Ability to address operational challenges proactively, respond to staff queries, resolve administrative issues efficiently, and make informed decisions that support service delivery.

Attention to Detail and Record Management

High level of accuracy in managing documentation, policies, patient records, and administrative data to maintain compliance, data quality, and organisational standards.

Organisation and Time Management

Strong ability to manage multiple priorities, deadlines, and responsibilities while maintaining high standards of professionalism and efficiency.

Person Specification

Qualifications

Essential

• A-levels or equivalent

Desirable

• Degree in Business Management or equivalent Any other relevant qualification such as ILM, CMI etc

Experience

Essential

• NHS administration skills /experience Experience with systems: EMIS web/E-referral System (ERS) Experience of working with the general public Experience of dealing with complaints from customers/patients Some leadership experience (worked in and managed a team) Driving or delivering change within a business HR Experience to include: Appraisal meetings Disciplinary/ Grievance hearings Performance Management Sickness Management Staff training Staff Development Planning Strong IT Skills including the ability to write and complete reporting. Understanding of how to work effectively in a fast-paced environment Delegations Skills Prioritisation and Planning Problem solving and analytical skill Ability and skill to lead and motivate a team, creating a positive environment. Proven Leadership skill Excellent communications skills across all forms of media to include: Telephone Email In person Personable and Approachable Uses own initiative Self-Motivated and able to work with minimal direction Ability to work effectively under pressure Sensitive and empathetic Hardworking and Reliable Resourceful with the ability to think outside the box Ability to work flexibly including weekends/ evenings when necessary Willingness to undertake assessment and complete further training or qualifications

Desirable

• Degree in Business Management or equivalent Any other relevant qualification such as ILM, CMI etc Experience working in a healthcare setting/GP practice Experience of working in Primary Care Health and Safety Management to include: Risk assessments Accident Reporting GDPR Docman Accurx Health Tech-1 Full UK Driving license and own transport Enhanced DBS check

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.

Employer details

Employer name

Firsway Health Centre

Address

121 Firsway

Sale

Cheshire

M33 4BR

United Kingdom

Employer's website

https://www.firswayhealthcentre.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Clinical skills health and well-being

To provide high quality patient care and treatment.

Participate in setting standards for care and auditing clinical outcomes.

Promote and participate in maintaining a safe comfortable and therapeutic environment.

Participate in developing strategies and promoting health promotion programmes for patients and carers and facilitate screening clinics.

Take responsibility for the safe storage and administration of drugs and equipment.

Provide nursing care in a variety of settings by holistic assessment, implementation and evaluation of programmes of care as appropriate.

Participate in setting and monitoring standards to ensure effective care ensuring delivery of evidence based practice.

Where appropriate, support the practice in delivering or participating in primary care research and research studies, in accordance with relevant governance requirements and your training.

Able to work within own scope of competence, recognising changes in a patient's condition and escalating concerns promptly to the appropriate clinician to ensure patient safety.

Provide information, advice and support to patients face to face and via the telephone Involvement in team discussions to ensure best practice

Undertake, record and follow guidelines for the tasks for which you have received appropriate training:

Urinalysis and preparation of specimens for investigation by the pathology laboratory

1. Perform new patient health checks, NHS health checks

2. Assist with the annual LTAR management

3. Assist with QOF system

4. Provide injections in line with competencies

5. Assist with the annual Flu programme

6. Provide home visit for housebound patients

7. Measuring and recording following physiological measurements in routine Presentations:

Blood pressure

Pulse rate and rhythm

Temperature

Height and weight - body mass index

Visual acuity

Venepuncture

Smoking cessation

ECG

Key Responsibilities

Organisational Skills

To maintain accurate records and data using the EMIS computer clinical system

To work as an effective team member and promote a multi-agency collaborative approach to health care

Maintain the established reporting documentation and communication system.

To maintain a call and recall system

To supervise healthcare support workers.

To report and record all clinical incidents.

Communication

Demonstrate sensitive communication styles to ensure patients are fully informed and consent to treatment.

Communicate with and support patients receiving bad news.

Communicate effectively with patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background and preferred ways of communicating.

Utilise communication skills to support patients to adhere to prescribed treatment regimes.

Anticipate barriers to communication and take action to improve communication.

Maintain effective communication with individuals and groups within the practice environment and with external stakeholders.

Personal and people development

Maintain up-to-date records

Take responsibility for own development, learning and performance and demonstrate skills to other members of staff when required.

Attend any external training course thought to be appropriate to the role.

Work with management on any new training requirements.

To recognise and understand the roles and responsibilities of individuals working in the primary health care team.

Be aware of the legal issues pertinent to the role of a HCA.

Team Working

Understand own role and scope in the organisation and identify how this may develop over time.

Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working.

Where involved in delegation of tasks, delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence of those taking on delegated duties.

Ensure clear understanding and utilisation of referral mechanisms within the practice.

Accept delegation from other nurses, prioritise own workload and ensure effective time-management strategies are embedded in own practice.

Work effectively with others to clearly define values, direction and policies impacting upon care delivery.

Participate in team activities that create opportunities to improve patient care.

Participate in and support local projects as agreed with the practice management team.

Maintain close and effective liaison with colleagues.

Provide training opportunities for associated health care staff, as appropriate.

Understand and adhere to any statutory regulations that are required of the practice.

Attend and participate in practice meetings clinical and nurse meetings, whenever possible.

Health, safety and security

Use the personal security systems within the workplace according to practice guidelines.

Identify the risks involved in work activities and undertake them in a way that manages the risks.

Use appropriate infection control procedures and maintain work areas in each clinical room so that they are clean, safe and free from hazards reporting of any potential risks identified, including:

Hand washing

Universal hygiene procedures

Collection and handling of laboratory specimens

Segregation and disposal of waste materials

Decontamination of clinical equipment

Reporting and treatment of sharps injuries

Dealing with blood and body fluid spillages

Assist patients and colleagues in adopting sound infection control measures

Understand and apply the principles of the cold chain

Ensure safe storage, rotation and disposal of vaccines and drugs within area of responsibility

Know the general principles of first aid and resuscitation to be able to

undertake initial actions as appropriate

Be aware of statutory child health procedures and statutory local guidance

and referral criteria

Know the health and safety policies and procedures within the workplace,

including fire procedures, maintaining documentation, monitoring and

maintaining of equipment and furniture within your area of responsibility

Use the computer monitor safely

Be able to identify the risks to health of microbiological and chemical hazards

within the working environment according to the Control of Substances Hazardous to Health

Service improvement

1. Be aware of and, if appropriate, assist in current clinical audit

2. Work with colleagues in the team on the development of current and new services and other initiatives

3. Maintain the notice board in the waiting room and promote good health with educational material

4. Deal with requests from patients and clinical staff for health information leaflets

Delivering a Quality Service

Firsway Health Centre aims to deliver the highest standards of care to its patients at all times. This post will be integral to the delivery of that aim and the appointee will be expected to:

Produce accurate, contemporaneous and complete records of patient consultation, consistent with legislation, policies and procedures.

Prioritise, organise and manage own workload in a manner that maintains and promotes quality.

Deliver care according to the NSF and the National Institute for Clinical Excellence (NICE) guidelines and evidence-based care.

Assess effectiveness of care delivery through self and peer review, benchmarking and formal evaluation.

Participate in the maintenance of quality governance systems and processes across the organisation and its activities.

Utilise the audit cycle as a means of evaluating the quality of the work of self and the team, implementing improvements where required.

In partnership with other clinical teams, collaborate on improving the quality of health care, responding to local and national policies and initiatives as appropriate.

Evaluate the patient response to health care provision and the effectiveness of care.

Support and participate in shared learning across the practice.

Participate in the management and review of patient complaints, and identify learning from clinical incidents and near-miss events using a structured framework.

Participate in the performance monitoring review of the team, providing feedback as appropriate.

Understand and apply legal policy that supports the identification of vulnerable and abused children and adults, being aware of statutory child/vulnerable adult health procedure and local guidance.

Work within policies relating to domestic violence, vulnerable adults, substance abuse and addictive behaviour, and refer as appropriate.

Confidentiality, Equality and Diversity

In the undertaking of the duties outlined above the post-holder will have access to confidential and sensitive information relating to patients, carers and practice staff. This must be kept strictly confidential at all times.

Patients seeking information from the practice do so in confidence and as such have the right to expect that staff will respect their privacy and act appropriately.

Practice policies and procedures relating to the protection of personal and sensitive data must be adhered to at all times and only divulged to authorised persons.

The post-holder will support the equality, diversity and rights of patients in a manner that is consistent with practice policies and legislation.

The privacy, dignity and beliefs of patients, carers and colleagues must be respected.

The post-holder should behave in a manner which is welcoming, non-judgmental and respectful of the circumstances and rights of all visitors to the practice.

Person Specification

Qualifications

Essential

• NVQ Level 2 or 3 in Health and Social Care (or equivalent)/ Care Certificate
• Experience of phlebotomy (blood-taking).
• Previous experience working in hospitals, nursing homes or primary care.

Desirable

• Experience of working with the general public, preferably within a service environment.
• Good administrative and organisational skills, with the ability to prioritise work.
• Experience of using computers, with good keyboard skills.
• Experience of using EMIS.

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.

Employer details

Employer name

Firsway Health Centre

Address

121 Firsway

Sale

Cheshire

M33 4BR

United Kingdom

Employer's website

https://www.firswayhealthcentre.co.uk/ (Opens in a new tab)