About this role
Job summary
This is an exciting opportunity to take on a key leadership role at the heart of a busy and supportive GP practice. As our Admin / Office Manager, youll play a vital part in shaping how the practice runs day to day, leading a dedicated team of reception and administrative staff while making a real difference to patient experience.
Were looking for someone who enjoys working in a fast-paced environment, thrives on organising and improving systems, and takes pride in developing and supporting others. In return, youll be part of a friendly, professional team where your ideas are valued and your contribution has a direct impact on the quality of care we provide.
Main duties of the job
Main Duties Admin / Office ManagerTeam Leadership & Management
Lead, supervise, and support the reception and administrative teamManage staff rotas, attendance, and day-to-day performanceProvide training, mentoring, and appraisals to ensure staff developmentPromote a positive, professional, and patient-focused team cultureOperational Management
Oversee the smooth running of front-of-house and administrative functionsEnsure effective appointment systems and patient access to servicesMonitor workflows and implement improvements to enhance efficiencyPatient Services
Maintain high standards of patient care and customer serviceSupport the team in handling complex or sensitive patient queries and complaintsEnsure the reception service is welcoming, efficient, and responsiveAdministration & Systems
Oversee clinical system use (e.g., EMIS/) and administrative processesEnsure accurate data management, record keeping, and document handlingMonitor and manage incoming correspondence, referrals, and reportingCompliance & Governance
Ensure adherence to NHS guidelines, practice policies, and CQC standardsMaintain confidentiality and ensure compliance with GDPR/data protectionCommunication & Liaison
Act as a key link between GPs, clinical staff, and administrative teamsCommunicate effectively with external organisations (e.g., NHS bodies, hospitals)Contribute to practice meetings and support service planning
About us
The practice has 12200 patients in a partial deprived area.
Our team consists of:
5 GP Partners, 5 Salaried GPs, 3 Practice Nurses, 1 Nursing Associate, 3 Health Care Assistants, 17 admin members (split into admin and receptionists), 2 Pharmacists and our PCN colleagues (pharmacists, counsellors, mental health practitioners, paramedics, social prescribers).
We enjoy the work but it is busy and can be demanding so there is plenty of support from the team. A good supply of refreshments help and the partners do provide food regularly for the team to say thank you.
As we are agenda for change your pay will always go in line with the government % increase.
We offer a maximum of 33 days annual leave after service but we also give you your birthday off on top of this.
We also have salary sacrifice schemes
We aim to deliver the best possible service whilst maintaining the healthiest wellbeing balance as possible.
Job description Job responsibilities
To be responsible for the efficient management and direction of the administration team, ensuring all administrative duties are performed effectively and to the required standard, meeting the objectives of the practice.
To support the management team in promoting ED&I, SHEF, quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development and carry out other duties as directed by the management team.
Our aim is the provision of high quality, evidence based, effective care for all of our patients delivered by a cohesive, happy team.
Wrekenton Medical Group continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.
All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.
The post holder will undertake mentorship for team members and disseminate learning and information gained to other team members to share good practice and inform others about current and future developments (e.g., courses and conferences).
The post holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning.
All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team.
Teamwork is essential in multidisciplinary environments and the post holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working and work effectively with others to clearly define values, direction and policies impacting upon care delivery.
Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence.
All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information.
Primary responsibilities
The following are the core responsibilities of the Office Administration Manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The Office Administration Manager is responsible for:
a. Overseeing the administration and support operations of the practice, ensuring staff achieve their primary responsibilities
b. Line managing all administrative staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
c. Completing staff appraisals as required
d. Identifying and delivering team training where required
e. Compiling administration staff rotas
f. Reviewing and updating all administrative and reception policies and procedures as required
g. Developing, implementing and embedding efficient office processes and procedures to adhere to extant legislation
h. Coordinating the provision of temporary administrative and reception staff ensuring sufficient cover is provided for periods of leave and other staff absences
i. Coordinating building maintenance works following guidance from the Practice manager
j. Updating the appointment system to reflect leave and other approved absences
k. Providing initial guidance and advice to patients who wish to verbally complain
l. Acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately
Secondary responsibilities
In addition to the primary responsibilities, the Office/Administration Manager may be requested to:
a. Partake in audit as directed by the audit lead
b. Coordinate and produce meeting agendas and record the minutes of meetings
c. Monitor and promote the use of the Friends and Family Test
d. Champion continuous improvement, encouraging staff to participate and make suggestions for Continuous Improvement initiatives
e. Assist with QOF targets
f. Schedule and take minutes for the Patient Participation Group meetings
Person Specification
Experience Essential
Experience of working in a GP Practice Significant experience of leading/managing a team Experience of appraisals / 121s and performance managing / development of staff
Qualifications Essential
GCSE English (C or above) and at least three others
Desirable
Educated to A-level/equivalent or higher, with relevant experience AMSPAR qualification NVQ Level 2 in Health and Social Care or Business Admin Leadership and/or management qualification
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 Wrekenton Medical Group
Address Wrekenton Health Centre
Springwell Road
Wrekenton
Gateshead
Tyne And Wear
NE9 7AD
United Kingdom
Employer's website https://www.wrekentonmedicalgroup.nhs.uk/ (Opens in a new tab)