Job description

Job responsibilities

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.

The Administration Manager is responsible for:

• 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:

• 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

Person Specification

Skills

Essential

• Excellent communication skills (written, oral and presenting)
• Strong IT skills (generic)
• Excellent leadership skills
• Strategic thinker and negotiator
• Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
• Effective time management (planning and organising)
• Ability to network and build relationships
• Proven problem solving and analytical skills
• Ability to implement and embed policy and procedure
• Ability to motivate and train staff

Desirable

• Ability to recognise opportunities to enhance service delivery
• SystmOne user skills

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Excellent interpersonal skills
• Motivated and proactive
• Ability to use initiative and judgement
• Forward thinker with a solution focused approach
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Confident, assertive and resilient
• Ability to drive and deliver change effectively
• Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions

Qualifications

Essential

• Good standard of education with excellent literacy and numeracy skills
• Educated to A-level/equivalent or higher with relevant experience
• Leadership and/or management qualification

Desirable

• AMSPAR qualification

Other

Essential

• Flexibility to work outside core office hours
• Disclosure Barring Service (DBS) check
• Maintain confidentiality at all times
• Full UK driving license

Experience

Essential

• Experience of working with the general public
• Experience of performance management, including appraisal writing, staff development and disciplinary procedures
• Experience of successfully developing and implementing projects

Desirable

• Experience of working in a healthcare setting
• Experience of managing multidisciplinary teams
• NHS/ Primary Care general practice experience
• Relevant health and safety experience

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

Mid Sussex Health Care

Address

The Health Centre

Trinity Road

Hurstpierpoint

West Sussex

BN6 9UQ

United Kingdom

Employer's website

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