Senior Administrator

3 weeks ago

Liverpool, Liverpool, United Kingdom Dingle Park Practice Full time

About the Role

We are seeking a highly skilled and experienced Senior Administrator to join our dynamic team at Dingle Park Practice. As a key member of our administration team, you will play a vital role in delivering exceptional administrative support to our patients and staff.

Key Responsibilities

  • Oversee the administration and support operations of the practice, ensuring that all tasks are completed efficiently and effectively.
  • Support the Assistant Practice Manager with staff development, providing guidance and direction to ensure that staff are up to date with mandatory training.
  • Identify and deliver team training where required, promoting a culture of continuous improvement and excellence.
  • Compile reception and administration staff rotas, ensuring that the practice is well-staffed and equipped to meet the needs of our patients.
  • Review and update all reception and administration policies and procedures as required, ensuring that they are compliant with relevant legislation and regulations.
  • Support the management team in the compilation of practice reports and the practice development plan, providing valuable insights and recommendations to inform decision-making.
  • Develop, implement, and embed efficient reception and office processes and procedures, ensuring that they are effective and efficient.
  • Maintain an effective appointment system for all services, ensuring that patients are seen in a timely and efficient manner.
  • Oversee workflow management, ensuring that all tasks are completed efficiently and effectively.
  • Ensure that the NHS mailbox is managed efficiently and promptly, responding to patient queries and concerns in a timely and professional manner.
  • Act as a focal point for communication, advising reception and administrative staff on methods of communication and best practice.
  • Act as a focal point for the practice, managing requests from external organizations such as the DVLA, Solicitors, Insurance companies, Police, and other organizations.
  • Coordinate the provision of temporary reception and administration staff, ensuring that sufficient cover is provided for periods of leave and other staff absences.
  • Update the appointment system to reflect leave and other approved absences, ensuring that patients are aware of any changes to our opening hours or availability.
  • Provide initial guidance and advice to patients who wish to complain, ensuring that their concerns are heard and addressed in a timely and professional manner.
  • Manage all deliveries to the practice, ensuring that they are received and processed efficiently and effectively.
  • Act as building fire marshal, ensuring that evacuation lists are current and that the visitors log is used appropriately.
  • Maintain the practice website, newsletters, leaflets, and noticeboard, ensuring that they are up to date and accurate.
  • Process changes to patient registration, deduction of record, and new patient registration, ensuring that all necessary documentation is completed and processed efficiently.
  • Welcome patients and visitors to the practice, directing requests appropriately and ensuring that they receive a warm and welcoming experience.
  • Liaise with external agencies such as hospitals and community services, ensuring that referrals are processed efficiently and effectively.

Secondary Responsibilities

  • Deputize for the Assistant Practice Manager during periods of absence, ensuring that the practice continues to run smoothly and efficiently.
  • Participate in audit as directed by the audit lead, ensuring that the practice is compliant with relevant legislation and regulations.
  • Coordinate and produce meeting agendas and record the minutes of meetings as required, ensuring that all necessary documentation is completed and processed efficiently.
  • Monitor and promote the use of the Friends and Family Test, ensuring that patients are encouraged to provide feedback and that their concerns are heard and addressed in a timely and professional manner.
  • Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives, ensuring that the practice continues to improve and excel.
  • Schedule and take minutes for the Patient Participation Group Meetings, ensuring that all necessary documentation is completed and processed efficiently.

Person Specification

Qualifications

  • GCSE English (C and above) and at least 3 others.

Experience

  • Experience of working with the general public.
  • Experience of administrative duties.
  • Experience of working in a healthcare setting.
  • Experience of leading/ managing a team.

Skills and Personal Qualities

  • Excellent communication skills (written and oral).
  • Strong IT skills (generic).
  • Clear, polite telephone manner.
  • Competent in the use of Office and Outlook.
  • EMIS/Systemone/Vision user skills.
  • Effective time management (Planning & Organising).
  • Ability to work as a team member and autonomously.
  • Good interpersonal skills.
  • Problem-solving & analytical skills.
  • Ability to follow policy and procedure.
  • Polite and confident.
  • Flexible and cooperative.
  • Motivated.
  • Initiative and judgement (knowing when to ask for help).
  • Forward thinker.
  • High levels of integrity and loyalty.
  • Sensitive and empathetic in distressing situations.
  • Ability to work under pressure.
  • Other requirements.
  • Flexibility to work outside of core office hours.
  • Disclosure Barring Service (DBS) check.
  • Maintains confidentiality at all times.

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