About this role
Job summary
Job Summary
We are seeking an experienced, highly organised and motivated Senior Administration Lead to oversee the day-to-day operation of our administrative services.
Working closely with the Senior Management Team, you will lead our administration function, ensuring the efficient delivery of high-quality administrative services that underpin safe, effective and outstanding patient care.
You will be responsible for supervising and developing the administration team, driving continuous improvement, overseeing key operational processes and ensuring the smooth running of administrative services across the practice.
The successful candidate will have significant experience working within a GP practice environment, extensive knowledge of EMIS Web and NHS primary care systems, and a proven ability to lead teams within a busy, fast-paced healthcare setting. You will be an organised, proactive and solution-focused individual with excellent leadership, communication and problem-solving skills.
Main duties of the job
Lead the administration team and oversee the day-to-day delivery of administrative services across the practice. Support the Senior Management Team with the operational delivery of administrative services. Act as the first point of escalation for administrative issues and operational queries. Ensure administrative processes are delivered effectively, efficiently and in accordance with practice policies and procedures. Monitor team performance and provide coaching and support to maximise productivity and service quality. Assist with the induction, training and development of team members. Monitor administrative workloads and ensure tasks are completed accurately and within agreed timescales. Identify opportunities to improve administrative systems and processes. Oversee the processing of referrals, correspondence and clinical documents. Manage and monitor EMIS Web workflows to ensure timely action and completion. Ensure accurate coding, filing and maintenance of patient records. Support reception operations during periods of high demand. Promote excellent customer service and patient experience throughout the practice. Maintain strict confidentiality and compliance with GDPR requirements. Support the resolution of complaints and patient feedback in accordance with practice procedures. Support performance monitoring and escalation of issues to the Senior Management Team. Contribute to staff meetings and service improvement initiatives.
About us
Richmond Road Medical Centre is one of London's leading GP practices, proudly rated Outstanding by the Care Quality Commission (CQC) an achievement attained by only a small proportion of GP practices nationally.
Serving over 26,000 patients across our sites, we have built a reputation for delivering exceptional patient care, embracing innovation and continually investing in our people. Our success has been recognised through a range of national and regional awards, including an NHS Parliamentary Award, multiple GP Team of the Year accolades, and being National GP Awards finalists for nine consecutive years.
We are a forward-thinking, ambitious and supportive practice where new ideas are encouraged, professional development is championed and every member of the team plays an important role in delivering outstanding care to our patients.
As we continue to grow and develop our services, we are looking for an exceptional Senior Administration Lead to join our leadership team. This is far more than a traditional administration role. It is an opportunity to lead a high-performing team, drive operational excellence, influence service improvement and help shape the future of one of London's highest-performing GP practices.
Job description Job responsibilities
Job Summary
We are seeking an experienced, highly organised and motivated Senior Administration Lead to oversee the day-to-day operation of our administrative services.
Working closely with the Senior Management Team, you will lead our administration function, ensuring the efficient delivery of high-quality administrative services that underpin safe, effective and outstanding patient care.
You will be responsible for supervising and developing the administration team, driving continuous improvement, overseeing key operational processes and ensuring the smooth running of administrative services across the practice.
The successful candidate will have significant experience working within a GP practice environment, extensive knowledge of EMIS Web and NHS primary care systems, and a proven ability to lead teams within a busy, fast-paced healthcare setting. You will be an organised, proactive and solution-focused individual with excellent leadership, communication and problem-solving skills.
Key Responsibilities
Administration Leadership and Service Delivery
Lead the administration team and oversee the day-to-day delivery of administrative services across the practice. Support the Senior Management Team with the operational delivery of administrative services. Act as the first point of escalation for administrative issues and operational queries. Ensure administrative processes are delivered effectively, efficiently and in accordance with practice policies and procedures. Monitor team performance and provide coaching and support to maximise productivity and service quality. Assist with the induction, training and development of team members. Monitor administrative workloads and ensure tasks are completed accurately and within agreed timescales. Identify opportunities to improve administrative systems and processes.Clinical Administration
Oversee the processing of referrals, correspondence and clinical documents. Manage and monitor EMIS Web workflows to ensure timely action and completion. Support the management of patient recalls, screening programmes and long-term condition reviews. Ensure accurate coding, filing and maintenance of patient records. Maintain the integrity and accuracy of patient data within EMIS Web.Patient Services
Handle complex patient queries and concerns professionally and sensitively. Support reception operations during periods of high demand. Promote excellent customer service and patient experience throughout the practice. Maintain strict confidentiality and compliance with GDPR requirements. Support the resolution of complaints and patient feedback in accordance with practice procedures.Team Coordination
Facilitate effective communication between clinical and administrative teams. Support performance monitoring and escalation of issues to the Senior Management Team. Contribute to staff meetings and service improvement initiatives. Promote a positive and collaborative team culture.Quality, Compliance and Governance
Support CQC compliance and quality improvement activities. Assist with audits, reporting requirements and evidence gathering. Ensure adherence to practice policies, NHS guidance and data protection legislation. Maintain accurate records and administrative documentation. Support the implementation of new processes and service improvements.Person Specification
Essential
Significant previous experience working within a GP practice. Extensive working knowledge of EMIS Web, including workflow management, clinical correspondence and patient record administration. Experience leading, supervising or managing administrative teams. Strong understanding of NHS primary care processes, pathways and patient services. Excellent organisational and time-management skills. Ability to manage competing priorities and meet deadlines in a busy environment. Excellent communication and interpersonal skills. Good working knowledge of Microsoft Office applications. Understanding of GDPR, information governance and patient confidentiality requirements. Ability to work independently and use initiative while maintaining high standards of accuracy.Desirable
Experience supporting CQC inspections and compliance activities. Knowledge of QOF, Enhanced Services and NHS contractual requirements. Experience managing referrals, workflows and clinical correspondence. Leadership or management qualification. Experience producing reports and analysing practice performance data.Key Skills and Attributes
Leadership and people management. Service improvement and process development. Strong organisational and planning skills. Excellent attention to detail. Ability to motivate and develop staff. Strong operational awareness. Effective problem-solving and decision-making skills. Professionalism, discretion and integrity. Excellent verbal and written communication skills. Commitment to delivering outstanding patient care. Ability to work effectively under pressure in a fast-paced environment.What We Offer
The opportunity to work within a CQC Outstanding, award-winning GP practice. A supportive, friendly and collaborative working environment. Genuine opportunities for professional development and career progression. The opportunity to lead service improvement and operational innovation. NHS Pension Scheme (where applicable). Annual leave entitlement in line with practice policy.
Person Specification
Key Skills and Attributes Essential
Leadership and people management. Service improvement and process development. Strong organisational and planning skills. Excellent attention to detail. Ability to motivate and develop staff. Strong operational awareness. Effective problem-solving and decision-making skills. Professionalism, discretion and integrity. Excellent verbal and written communication skills. Commitment to delivering outstanding patient care. Ability to work effectively under pressure in a fast-paced environment.
Desirable Essential
Significant previous experience working within a GP practice. Extensive working knowledge of EMIS Web, including workflow management, clinical correspondence and patient record administration. Experience leading, supervising or managing administrative teams. Strong understanding of NHS primary care processes, pathways and patient services. Excellent organisational and time-management skills. Ability to manage competing priorities and meet deadlines in a busy environment. Excellent communication and interpersonal skills. Good working knowledge of Microsoft Office applications. Understanding of GDPR, information governance and patient confidentiality requirements. Ability to work independently and use initiative while maintaining high standards of accuracy.
Experience Essential
Experience supporting CQC inspections and compliance activities. Knowledge of QOF, Enhanced Services and NHS contractual requirements. Experience managing referrals, workflows and clinical correspondence. Leadership or management qualification. Experience producing reports and analysing practice performance data.
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 Richmond Road Medical Centre
Address 136 Richmond Road
Hackney
London
E8 3HN
United Kingdom
Employer's website https://www.richmondroadmedicalcentre.nhs.uk (Opens in a new tab)