SENIOR ADMINISTRATOR

Job description

Job responsibilities

The Senior Administrator will support the Assistant Practice Manager and the Practice and Business Managers in the smooth running of administrative functions across the practice. The role involves, with the support of the Assistant Practice Manager, supervision of a team of administrators, coordinating daily operational tasks, ensuring high standards of service delivery, and maintaining compliance with policies, procedures, and CQC frameworks.

The post holder will act as the first point of escalation for administrative staff, ensuring effective communication, fair workload distribution, and a supportive working environment. They will also play a key role in patient services, data quality, and supporting practice improvement initiatives.

Primary responsibilities

The following are the core responsibilities of the Senior Administrator. 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 Senior Administrator is responsible for:

- Supervision of administrative team: providing day-to-day guidance, task allocation, and support to reception (carrying out admin tasks) and admin staff.

- Rota management: ensuring adequate cover for clinical rotas.

- Patient services oversight: ensuring patient enquiries (in person, telephone, or online) are managed promptly, professionally, and in line with practice policies.

- Assisting with the administrative processing of private reports and patient forms and answering patient queries regarding these.

- Data quality: monitoring the accuracy of patient records, coding, and data entry to support QOF, enhanced services, and clinical reporting.

- Assist in coordinating the practice recall systems (e.g., chronic disease management, cervical screening, flu campaigns).

- Active recall of patients for chronic disease management. Correspondence management: overseeing the timely processing of incoming and outgoing letters, test results, referrals, and documents.

- IT and clinical system support: acting as a first point of contact for staff queries on login details and EMIS/Docman and escalating technical issues where necessary. Onboarding and offboarding of staff with regards to NHS cards, emails and other digital aspects.

- Training & induction: supporting the induction of new administrative staff, ensuring they are trained in practice systems, policies, and patient-facing protocols.

- Compliance monitoring: supporting adherence to CQC, GDPR, safeguarding, confidentiality, and infection control requirements within the admin team.

- Patient communications: assisting with the upkeep of practice communication channels (e.g., website updates, patient information boards, SMS messaging).

- Escalation point: managing day-to-day operational issues raised by admin staff and practice staff, escalating to the Assistant Practice Manager where required.

- Audit support: assisting with administrative elements of practice audits, recalls, and reporting requirements.

- Continuous improvement: identifying opportunities to streamline administrative processes and improve patient access and experience.

Secondary responsibilities

In addition to the primary responsibilities, the Senior Administrator may be requested to:

Support the Assistant Practice Manager in implementing new administrative processes and change initiatives.

Deputise in the absence of the Assistant Practice Manager for routine operational matters.

Monitor and disseminate safety alerts, ensuring staff action any relevant instructions.

Provide cover across different administrative functions during periods of staff absence.

Support with preparation of reports, audits, and returns for external agencies as directed.

Assist in coordinating meetings, preparing agendas, and distributing minutes.

Liaise with external organisations (e.g., hospitals, community services, pharmacies) as required to ensure smooth patient care pathways.

Contribute to patient engagement activities such as patient participation groups, surveys, or health promotion campaigns.

Undertake project work or service improvement tasks as directed by the management team.

Person Specification

Essential Criteria

Essential

• Essential Criteria Senior Administrator
• Experience & Knowledge
• Proven experience in an administrative role within a healthcare, public sector, or similarly regulated environment.
• Knowledge of CQC, GDPR, safeguarding, confidentiality, and infection control requirements.
• Familiarity with NHS clinical systems (e.g., EMIS, Docman) and general IT systems.
• Leadership & Teamwork
• Experience supervising or supporting a team, including task allocation, training, and performance support.
• Ability to foster a supportive, fair, and collaborative working environment.
• Confidence to act as first point of escalation for staff queries and operational issues.
• Communication & Interpersonal Skills
• Strong verbal and written communication skills, with the ability to liaise effectively with patients, colleagues, and external stakeholders.
• Ability to manage patient queries professionally, sensitively, and in line with practice policies.
• Organisation & Problem-Solving
• Excellent organisational skills, able to manage rotas, workloads, and competing priorities.
• Strong attention to detail, particularly in relation to data accuracy, record-keeping, and reporting.
• Ability to identify improvements to processes and contribute to continuous improvement initiatives.
• Service Delivery & Professional Standards
• Commitment to high standards of patient service and confidentiality.
• Ability to ensure compliance with policies, procedures, and statutory requirements.
• Flexibility to support practice needs, including covering different administrative functions when required.

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

Novum health Partnership

Address

The Primary Care Centre

Hawstead Road

London

SE6 4JH

Employer's website

https://www.novumhealth.co.uk/ (Opens in a new tab)