Job description

Job responsibilities

Up to three days per week

The GP Surgery Administrator plays a vital role in ensuring the smooth and efficient operation of a General Practice (GP) surgery. Acting as a key point of contact for patients, clinical staff, external healthcare providers, and other stakeholders, the Administrator is responsible for supporting the delivery of high-quality primary healthcare services through effective administration, communication, and organisational skills.

This position requires a professional, patient-focused individual who is able to work accurately in a fast-paced healthcare environment while maintaining confidentiality and adhering to NHS policies, procedures, and regulations. The GP Surgery Administrator contributes significantly to patient experience by providing efficient appointment management, maintaining accurate patient records, supporting clinical workflows, and assisting with various operational functions within the practice.

As a member of the wider practice team, the Administrator works collaboratively with GPs, nurses, healthcare assistants, management staff, and external organisations to ensure that patients receive timely and effective care. The role demands excellent interpersonal skills, attention to detail, adaptability, and a commitment to delivering exceptional customer service.

The primary purpose of the GP Surgery Administrator role is to provide comprehensive administrative support to the practice, ensuring that operational processes run efficiently and effectively. The Administrator serves as a central link between patients and healthcare professionals, helping to facilitate access to services while supporting the delivery of safe, high-quality patient care.

The role encompasses a range of administrative responsibilities including patient registration, appointment scheduling, data management, correspondence handling, document processing, and maintaining compliance with healthcare regulations. Through effective organisation and communication, the Administrator helps the practice meet its contractual obligations, quality standards, and patient care objectives.

The Administrator is often the first point of contact for patients contacting or visiting the surgery. Responsibilities include:

• Greeting patients and visitors in a professional, courteous, and friendly manner.
• Managing incoming telephone calls and directing enquiries appropriately.
• Booking, amending, and cancelling appointments using clinical systems.
• Assisting patients with online services, registration processes, and general enquiries.
• Handling patient requests for prescriptions, referrals, test results, and medical reports in accordance with practice procedures.
• Managing patient flow within the surgery and maintaining an organised reception environment.
• Providing information regarding practice services, opening hours, and healthcare resources.
• Responding to patient concerns and complaints sensitively and escalating issues when necessary.

The Administrator is expected to promote excellent customer service while ensuring all interactions reflect the values and standards of the practice.

Accurate record keeping is essential within primary care. The Administrator is responsible for:

• Registering new patients and processing patient deductions and transfers.
• Maintaining accurate electronic patient records.
• Scanning, coding, and filing medical documents into patient records.
• Updating patient demographic information and contact details.
• Processing correspondence received from hospitals, community services, and other healthcare providers.
• Supporting the management of recall systems for long-term conditions, vaccinations, and screening programmes.
• Ensuring data quality standards are maintained.
• Identifying and correcting inconsistencies within patient records when appropriate.

All record management tasks must be completed with a high level of accuracy and in compliance with relevant legislation, including GDPR and confidentiality requirements.

The GP Surgery Administrator provides broad administrative support across the practice, including:

• Preparing and distributing letters, reports, and correspondence.
• Managing incoming and outgoing mail, emails, and electronic communications.
• Supporting document management and filing systems.
• Assisting with meeting arrangements, agendas, and minute taking when required.
• Maintaining administrative databases and spreadsheets.
• Processing requests for insurance reports, medical records, and subject access requests.
• Supporting practice projects and improvement initiatives.
• Assisting with policy reviews and document control procedures.

The Administrator ensures that all documentation is completed accurately, professionally, and within required timescales.

Effective appointment management is critical to patient access and service delivery. Responsibilities include:

• Managing GP, nurse, and clinician appointment schedules.
• Supporting appointment optimisation to maximise clinical capacity.
• Monitoring waiting times and supporting patient access initiatives.
• Processing referrals to secondary care services and community healthcare providers.
• Tracking referral outcomes and following up outstanding information when required.
• Supporting urgent and routine appointment workflows.
• Assisting with patient recall programmes and healthcare campaigns.

The Administrator must understand appointment procedures and be able to prioritise patient needs appropriately while following established practice protocols.

The role requires strict adherence to confidentiality and information governance regulations. The Administrator must:

• Maintain patient confidentiality at all times.
• Follow GDPR, NHS information governance standards, and practice policies.
• Ensure sensitive information is handled securely.
• Report any data breaches or information security concerns promptly.
• Participate in mandatory information governance training.
• Maintain secure storage and disposal of confidential documents.

A thorough understanding of confidentiality obligations is essential due to regular access to sensitive patient information.

The Administrator uses a variety of healthcare systems and digital platforms, including:

• Clinical patient record systems.
• NHS digital services and applications.
• Appointment booking software.
• Electronic referral systems.
• Online consultation platforms.
• Document management systems.

Responsibilities may include:

• Inputting and updating data accurately.
• Generating reports as requested by management.
• Supporting staff with system navigation and processes.
• Monitoring tasks and workflows.
• Ensuring information is processed in line with operational requirements.

The ability to learn and effectively use multiple digital platforms is a key aspect of the role.

The Administrator contributes to the practice's compliance framework by:

• Following established organisational policies and procedures.
• Supporting Care Quality Commission (CQC) requirements.
• Assisting with audits and quality improvement activities.
• Maintaining accurate records to support regulatory compliance.
• Participating in training and development activities.
• Contributing to service reviews and continuous improvement initiatives.

The role supports the achievement of high standards in patient care, safety, and organisational performance.

The GP Surgery Administrator works closely with a range of individuals and organisations, including:

• General Practitioners (GPs)
• Practice Manager
• Assistant Practice Manager
• Reception Team
• Nursing Team
• Healthcare Assistants
• Clinical Pharmacists
• Social Prescribers
• Administrative and Secretarial Staff

• Patients and Carers
• Hospitals and Secondary Care Providers
• Community Healthcare Services
• Integrated Care Boards (ICBs)
• NHS England
• Local Authorities
• Pharmacies
• External Contractors and Service Providers

Maintaining positive and professional relationships is essential to the success of the role.

Person Specification

Qualifications

Essential

• GCSE A-C in English and Maths

Personal Qualities

Essential

• Personal Qualities
• The successful GP Surgery Administrator will demonstrate:
• Professionalism and integrity.
• Compassion and empathy towards patients.
• Reliability and accountability.
• Flexibility and adaptability.
• A positive and proactive attitude.
• Commitment to excellent customer service.
• Strong teamwork and collaboration skills.
• Ability to remain calm under pressure.
• Discretion and respect for confidentiality.
• These qualities are essential when working within a healthcare environment where patient needs and operational priorities can change rapidly.
• Essential Knowledge
• Understanding of administrative processes within healthcare settings.
• Awareness of patient confidentiality and information governance requirements.
• Knowledge of customer service principles.
• Understanding of data protection legislation.
• Essential Skills
• Excellent verbal and written communication skills.
• Strong organisational and time management abilities.
• High level of accuracy and attention to detail.
• Ability to prioritise workloads effectively.
• Competence in Microsoft Office applications, including Outlook, Word, and Excel.
• Ability to use healthcare systems and digital platforms.
• Professional telephone manner.
• Problem-solving and decision-making skills.
• Ability to work independently and as part of a team.
• Essential Experience
• Previous administrative or reception experience.
• Experience managing confidential information.
• Experience working within a customer service environment.

Desirable

• Desirable Experience
• Experience within a GP surgery, NHS, or healthcare setting.
• Familiarity with clinical systems such as EMIS Web or SystmOne.
• Experience handling patient enquiries and healthcare administration.
• Knowledge of NHS services and pathways.

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

Kings Medical Centre

Address

Kings Medical Centre

23 Kings Avenue

Buckhurst Hill

Essex

IG9 5LP

United Kingdom

Employer's website

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