Admin Team Lead

Job responsibilities

1. Team Supervision

Provide daytoday supervision and support to the administrative team based in Gloucester.

Coordinate and allocate daily work across the team to ensure fair distribution and smooth workflow.

Support team members with routine queries and decisionmaking within established procedures.

Deliver induction, shadowing support and rolebased training for new starters.

Conduct regular 1:1s and annual appraisals, identifying training needs and development opportunities.

Develop and maintain staff rotas; manage annual leave and sickness within the team to ensure adequate cover and service continuity.

Provide informal performance feedback and assist the Deputy Practice Manager with basic HR tasks (e.g., attendance monitoring, returntowork discussions).

Promote a positive, collaborative and supportive team culture.

2. Delivery of Administrative Services

Responsible for the effective, efficient and timely daytoday delivery of administrative services, including oversight of:

Document Management & Workflow

Oversee scanning, coding, triage and distribution of clinical correspondence.

Monitor workflow queues and ensure tasks are processed accurately, consistently and within expected turnaround times.

Support performance monitoring at an operational level and highlight quality issues to senior management.

Escalate delays, errors or capacity concerns promptly to the Deputy Practice Manager.

Medical Reports & Information Requests

Coordinate the administrative aspects of medical reports, insurance reports and Subject Access Requests (SARs).

Ensure GDPR and Information Governance requirements are followed at all stages of admin processing.

Escalate complex, legal or clinically sensitive requests where appropriate.

Respond to Safeguarding Concerns

The candidate must be able to identify safeguarding concerns and respond appropriately, following established protocols.

Quality Frameworks & Contractual Support

Provide administrative support for QOF, DES/LES and other performance indicators as directed.

Ensure accurate data entry and timely completion of assigned tasks to support contractual requirements.

Recalls & Invitations

Oversee recall and invite processes for LTC reviews, childhood vaccinations, screening programmes and other routine activity.

Ensure invites are issued according to agreed timelines and procedures.

Escalate workload or compliance concerns as needed.

GP2GP & Clinical System Administration

Monitor GP2GP transfers, ensuring tasks are allocated and actioned promptly.

Support safe and compliant patient registration processes in line with practice policy.

Referrals Management

Oversee the daily processing of referrals, including creation, submission, tracking and communication with patients.

Support consistent use of referral pathways to reduce errors and maintain quality.

Online Access & Patient Queries

Oversee the processing of online access requests and support the team in responding to digital services queries.

Ensure all patient information is handled securely and in line with IG requirements.

3. Digital Processes & Service Standardisation

Support the introduction and embedding of digitalled, standardised and efficient administrative processes.

Assist in reviewing and adjusting workflows to reflect best practice, under direction from senior management.

Ensure staff receive appropriate onthejob support in using digital tools, such as online consultation systems, workflow automation and digital registration processes.

Identify gaps in digital confidence or skills within the team and escalate training needs.

4. Quality, Governance & Risk

Maintain high standards of accuracy and compliance in administrative processes, patient records, confidentiality, and information governance.

Support the Deputy Practice Manager with routine compliance activity (e.g., data collection for audits, readiness for CQC inspections).

Promote safe working practices, highlight risks or concerns promptly, and contribute to teamlevel continuous improvement

5. Communication & Relationship Management

Act as a key point of contact between administrative staff, clinical teams, senior managers and relevant external partners (e.g., PCSE, hospitals).

Ensure clear communication pathways within the team, sharing updates, changes and new instructions promptly.

Attend relevant internal meetings and contribute to discussions related to operational service improvement.

Promote a positive, professional and patientcentred approach to communication at all times.

Other

Essential

• DBS Check: Must pass a Disclosure Barring Service check.

Desirable

• Professional Development: Evidence of ongoing professional development and training.

Skills

Essential

• Communication Skills: Excellent written and verbal communication abilities.
• IT Proficiency: Strong IT skills; competent and Microsoft Office (including Outlook).
• Policy Adherence: Ability to follow established policies and procedures.
• Time Management: Effective planning and organisational skills.
• Teamwork: Ability to work collaboratively as part of a team, as well as independently.
• Interpersonal Skills: Good interpersonal skills to interact effectively with colleagues and patients.

Desirable

• Familiarity of AI, SystmOne and tracking solution such as Anima and Radar

Qualifications

Essential

• GCSE English: Grade 5 or above (or equivalent).
• GCSE Maths: Grade 5 or above (or equivalent).

Desirable

• Additional qualifications in management or administration.
• Qualification: Relevant leadership qualification or proven management experience in a similar role.

Personal Qualities

Essential

• Personal Qualities: Telephone Manner: Clear and polite when communicating over the phone.
• Confidence and Politeness: Approachable and courteous demeanour.
• Flexibility: Willingness to adapt and cooperate in various situations.
• Motivation: Self-driven and proactive in tasks.
• Integrity: High levels of honesty and loyalty.
• Empathy: Sensitive and understanding in distressing situations.
• Pressure Management: Ability to stay composed and effective under pressure.

Experience

Essential

• Information Governance: Knowledge of data compliance requirements including but not exclusive of, GDPR, Information Standards and the Data Protection Act.

Desirable

• Experience of working in primary care
• Experience with SystmOne
• Medical Administration: Understanding of administrative processes within healthcare.

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).