About this role
Job summary
We are looking for an organised, people-focused Admin Team Leader to join our friendly, patient-centred practice in Huddersfield. You will take primary responsibility for patient experience and the performance of our office, including task management, incoming clinical correspondence, incoming calls and our front desk. You will be the first point of advice and guidance for our admin and reception team, escalating to our managers where formal management is needed.
Main duties of the job
- Take primary responsibility for patient experience across our admin, telephone and front desk services
- Lead on task management, making sure clinical tasks are completed accurately and on time
- Manage the flow of incoming clinical correspondence, keeping it processed within agreed timescales
- Monitor and improve incoming call performance, including wait times and call handling
- Oversee front desk and reception standards, including daily cover and service quality
- Give day-to-day advice and guidance to our admin team, escalating to a manager where formal management is required
About us
We are based on Spaines Road, Fartown, Huddersfield, and moved to our purpose-built premises in 2003. We have a large waiting area with disabled access and a childrens area, plenty of clinic and treatment rooms, an on-site pharmacy and ample patient parking. We are open 8am to 8pm Monday to Thursday and 8am to 6:30pm on Friday. We aim to provide high-quality, patient-centred care through a highly trained, multi-professional integrated team. We work closely with community nursing, health visiting and specialist teams, and we have an active Patient Participation Group.
Job description
Job responsibilities
Job purpose To lead our admin team and take primary responsibility for patient experience and office performance, so that every patient receives a prompt, helpful and professional service.
Patient experience
- Take primary responsibility for the quality of patient experience across calls, front desk and administrative services
- Act as first point of contact for patient feedback and concerns, resolving issues early wherever possible
- Use feedback, complaints and compliments to identify and drive improvements
- Promote a welcoming, respectful and patient-centred culture
Task management
- Monitor task queues daily and make sure tasks are allocated, completed and followed up on time
- Identify backlogs early and put actions in place to clear them
- Keep clear processes so tasks are handled consistently and safely
Incoming clinical correspondence
- Oversee our process for incoming clinical correspondence, including processing, coding and passing items to clinicians
- Monitor turnaround times and report on performance
- Make sure correspondence is handled accurately and confidentially
Incoming call performance
- Monitor call data, including wait times and abandoned calls, and act on the findings
- Plan and adjust staffing and rotas to meet demand
- Support the team to handle calls effectively, courteously and consistently
Front desk and reception
- Make sure our front desk is well run, welcoming and appropriately staffed
- Work on reception and phones when needed to support the team and maintain standards
- Make sure staff follow our protocols for care navigation, signposting and confidentiality
Staff advice, guidance and escalation
- Be the first point of advice and guidance for our admin and reception staff
- Support, coach and develop our team, including induction and training
- Deal with day-to-day performance and attendance matters informally and fairly
- Escalate to a manager, with clear information, where formal management is required
Performance and reporting
- Report regularly to our managers on patient experience, task, correspondence and call performance
- Keep to information governance, data protection and health and safety requirements
Person Specification
Leadership
Essential
- Strong leadership, communication and people skills
- Ability to give clear, fair advice and guidance to colleagues
- Excellent organisation and the ability to prioritise
- Good IT skills, including clinical systems and Microsoft Office
- Understanding of confidentiality and data protection
- Flexibility to support the team across opening hours, including covering reception and phones
- Calm, professional approach under pressure
- Satisfactory enhanced DBS check
- Right to work in the UK
Qualifications
Essential
- GCSE English and maths (grade C/4 or above), or equivalent
- Care navigation or signposting training
Desirable
- Team leader or management qualification (e.g. ILM Level 3)
- Customer service qualification
Experience
Essential
- Experience of leading or supervising a team
- Experience of working in general practice or healthcare
- Experience of working in a high-volume, patient- or customer-facing environment
- Experience of managing workflows, deadlines and competing priorities
- Experience of using performance data to improve a service
Desirable
- Experience of managing a telephone or reception service
- Experience of handling complaints and feedback
- Experience of managing clinical correspondence or document workflow
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
The Grange Medical Practice
Address
Spaines Road
Fartown
Huddersfield
HD2 2QA
United Kingdom
Employer's website
https://www.thegrangegrouppractice.co.uk/ (Opens in a new tab)