Job description

Job responsibilities

Main Duties and ResponsibilitiesOperational Management

• Support the Administration Manager in the day-to-day management of reception and administrative services, ensuring the smooth running of practice operations.
• Assist in monitoring service delivery standards and identifying opportunities for operational improvement.
• Support the management of patient access and appointment systems to maximise efficiency and patient satisfaction.
• Ensure administrative processes are carried out effectively and in accordance with practice policies and procedures.

• Assist with the supervision and support of reception and administrative staff.
• Participate in staff training, development, performance monitoring, and annual appraisal processes.
• Support workforce planning by assisting with staff rota preparation and ensuring appropriate staffing levels are maintained.
• Provide guidance and support to staff on operational procedures and best practice.

• Assist with the recruitment process, including preparing job advertisements, coordinating interviews, and supporting candidate selection.
• Support the induction and onboarding of new employees to ensure they are effectively integrated into the practice team.
• Maintain accurate personnel records and employment documentation.

• Support initiatives aimed at enhancing patient experience and improving access to services.
• Assist in the effective management of appointment systems and patient communications.
• Deal with patient enquiries, concerns, and complaints in a professional, courteous, and timely manner, ensuring lessons learned are implemented where appropriate.

• Assist in maintaining compliance with Care Quality Commission (CQC) standards, NHS contractual requirements, Information Governance regulations, and Health and Safety legislation.
• Support the review, development, and implementation of practice policies, procedures, and protocols.
• Assist with audits, monitoring activities, and compliance reporting.
• Promote a culture of continuous quality improvement and risk awareness.

• Produce reports and analyse practice performance data to support informed decision-making.
• Assist with service evaluations, audits, and quality improvement initiatives.
• Support operational projects designed to improve efficiency, patient outcomes, and service delivery.
• Monitor key performance indicators and contribute to action plans where improvements are required.

• Develop effective working relationships with clinical and non-clinical staff.
• Liaise with external organisations, including NHS bodies, contractors, and service providers when required.
• Attend meetings and contribute to discussions regarding service development and operational performance.
• Support effective communication throughout the practice.

• Maintain confidentiality and comply with Data Protection legislation and Information Governance requirements.
• Act in accordance with practice policies, NHS values, and professional standards.
• Undertake any other duties appropriate to the role as requested by the Administration Manager, Practice Manager, or Partners.

Person Specification

Qualifications

Essential

• GCSEs (or equivalent) including English and Mathematics at Grade C/4 or above.
• Evidence of continuous professional development (CPD).
• Proficient IT skills, including Microsoft Office applications.
• A good standard of written and verbal communication.

Desirable

• NVQ Level 3 or Level 4 in Business Administration, Management, or Customer Service.
• ILM Level 3 or Level 5 Certificate/Diploma in Leadership and Management.
• Certificate or Diploma in Primary Care Management.
• AMSPAR qualification (Association of Medical Secretaries, Practice Managers, Administrators and Receptionists).
• Qualification in Human Resources, Business Management, or Healthcare Administration.
• Prince2 Foundation or equivalent project management training.
• Health & Safety or Information Governance training certificates.

Experience

Essential

• Experience working in an NHS, primary care, or healthcare administration environment.
• Strong organisational and administrative skills.
• Experience supervising or supporting staff.
• Excellent communication and interpersonal skills.
• Competent IT skills, including Microsoft Office applications.
• Ability to analyse data and produce reports.
• Understanding of confidentiality, information governance, and patient service principles.

Desirable

• Experience in GP practice management or primary care.
• Knowledge of CQC regulations and NHS contractual requirements.
• Experience of rota management and workforce planning.
• Experience of recruitment and staff development.
• Qualification in management, business administration, or healthcare management.

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

East Bank Medical Centre

Address

555 East Bank Road

Sheffield

S2 2AG

United Kingdom

Employer's website

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