Framlingham Medical Practice
Job Title: Administration Team Lead
Base: Framlingham and Earl Soham
Hours: 25.5 Hours per week
Salary: Tier 4 £29,604 – £34,493 FTE (depending on experience)
Job Summary
As Administration Team Lead at Framlingham Medical Practice, you are responsible for the day-to-day leadership, coordination and smooth running of the administration team across both the Framlingham and Earl Soham sites.
You provide consistent and reliable operational support to the Operations Manager, ensuring that administrative processes, staffing arrangements and systems function effectively and to a high standard. You work closely with other team leads and clinical colleagues to ensure the practice operates cohesively, and you act as a key point of stability and communication within the administration team.
Your role is to create a well-organised, capable team environment in which administrative work is carried out efficiently, accurately and in accordance with Suffolk Primary Care’s policies and the practice’s standards of care.
Key Responsibilities
Team Leadership & Operations
You hold day-to-day responsibility for the leadership and coordination of the administration team across both practice sites.
You ensure that:
- Administrative processes and activities are carried out consistently and to a high standard across both sites
- Staff are well-informed of procedures, developments and changes within the practice
- Customer care standards are maintained and opportunities to improve service quality are identified and acted upon
- Administration SOPs are maintained, kept up to date and applied consistently across the team
- You work alongside other team leads to support the smooth running of the practice, reporting concerns or operational issues to the Operations Manager in a timely manner
Workforce & Staffing
Working alongside the Operations Manager and SPC HR colleagues, you:
- Produce and manage the administration team rota, ensuring appropriate cover is maintained across both sites and that absences are managed effectively
- Carry out annual appraisals for administration team members and maintain records of personal and professional development
- Support staff training and oversee induction arrangements for new team members
- Administer the Blue Stream e-learning platform and ensure staff are up to date with mandatory training requirements
- Manage and record administration staff annual leave on the electronic leave calendar
Administration & Information Quality
You contribute to the accuracy and quality of practice information by ensuring that:
- Documentation, both electronic and paper-based, is managed, coded and processed efficiently within the team
- Communication systems are running effectively and staff are kept informed of procedural changes
- Long Term Condition Review pathways and processes are followed and maintained to meet QOF requirements
- Support is provided for clinical audits, returns, enhanced service and QOF reporting as required
- Oversight of the data coding team is maintained to ensure accuracy and consistency of coding
- Suffolk Primary Care policies, standards and guidance are applied consistently across the team
Governance & Quality
- Ensure mandatory training is completed and kept up to date across the team
- Support audits and data collection as required
- Support Practice Learning Events and ensure actions are documented and followed through
- Maintain good working knowledge of SystmOne and support consistent use across the team
- Support with claims submissions, such as QOF, DES/LES as required
Systems & Process
- Support improvements to administrative processes to increase efficiency and reduce duplication
- Assist with implementation of new systems, processes, or ways of working
- Support projects led by the Practice Manager / Operations Manager or Shared Services Teams
General
- Order equipment and supplies as required
- Provide administrative support to the Operations Manager and wider leadership team
- Ensuring good communication within the practice
- Work flexibly to meet the needs of the service, including adjusting working patterns where required to support the team and maintain effective day-to-day operations
- Work positively, constructively and pragmatically with fellow Team Leads to support a consistent approach and the ongoing development of the practice
- Undertake any other duties appropriate to the role
Confidentiality
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
- In the performance of the duties outlined in this Job Description, the post-holder will have access to confidential information relating to patients and their carers, staff and other healthcare workers. They may also have access to information relating to Suffolk Primary Care as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of Suffolk Primary Care may only be divulged to authorised persons in accordance with Suffolk Primary Care policies and procedures relating to confidentiality and the protection of personal and sensitive data
Health & Safety
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in Suffolk Primary Care’s Health & Safety Policy, to include:
- Using personal security systems within the workplace according to Suffolk Primary Care guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with Suffolk Primary Care procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development
The post-holder will participate in any training programme implemented by Suffolk Primary Care as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
- Monthly training sessions as necessary
Quality
The post-holder will strive to maintain quality within Suffolk Primary Care, and will:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
- Work effectively with individuals in other agencies to meet patients’ needs
- Effectively manage own time, workload and resources
Communication
The post-holder should recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognise people’s needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services
The post-holder will:
- Apply Suffolk Primary Care policies, standards and guidance
- Discuss with other members of the team how the policies, standards and guidelines will affect own work
- Participate in audit where appropriate
Equal Opportunities
Suffolk Primary Care is an equal opportunities employer and you will be expected to comply with all relevant policies and procedures
Work Visa/ Permits/Leave to Remain
If you are a non-resident of the United Kingdom or European Economic Union, you are required to have a valid work visa and leave to remain in the UK, which is renewed as required. Suffolk Primary Care is unable to employ or continue to employ you if you require but do not have a valid work visa and/or leave to remain in the UK.
Code of Conduct
All staff are required to work in accordance with the code of conduct for their professional group (e.g. Nursing and Midwifery Council, Health Professions Council, General Medical Council, NHS Code of Conduct for Senior Managers).
Infection control
It is the responsibility of all staff, whether clinical or non-clinical, to familiarise themselves with and adhere to current policy in relation to the prevention of the spread of infection.
Clinical staff, on entering and leaving clinical areas and between contacts with patients, must apply alcohol gel to their hands and also wash their hands frequently with soap and water. Staff are required to communicate any infection risks to the Infection Control lead.
Complaints
From time to time, complaints may occur, no matter how professional the approach of our staff. All complaints are investigated promptly, and the full co-operation of staff is required. The current guidelines amplify the above points with policies and procedures explained.
Clinical Governance and Risk management
Suffolk Primary Care believes everyone has a role to play in improving and contributing to the quality of care provided to our patients. As an employee of the practice you are expected to take a proactive role in supporting Suffolk Primary Care’s clinical governance agenda by:
- Taking part in activities for improving quality such as clinical audit
- Identifying and managing risks through incident and near miss reporting and undertaking risk assessments
- Following polices, guidelines and procedures
- Maintaining continued professional development
- Clinical staff making entries into patient health records are required to follow any Suffolk Primary Care standards of record keeping
Information Quality Assurance
As an employee of Suffolk Primary Care it is expected that you will take due diligence and care in regard to any information collected, recorded, processed or handled by you during the course of your work and that such information is collected, recorded, processed and handled in compliance with Suffolk Primary Care requirements and instructions.
Freedom of Information
The post holder should be aware of the responsibility placed on employees under the Freedom of Information Act 2000 and is responsible for helping to ensure that Suffolk Primary Care complies with the Act when handling or dealing with any information relating to Suffolk Primary Care activity.
Person Specification
Experience & Knowledge
Essential
- Experience of working in an administrative role within a busy environment
- Experience of coordinating workloads and managing competing priorities
- Good working knowledge of IT systems, including Microsoft Office and email systems
- Understanding of confidentiality and Information Governance requirements
Desirable
- Previous experience in a team leader or supervisory role
- Experience of working in a primary care or healthcare setting
- Experience using clinical systems such as SystmOne (or similar)
Leadership & Management
Essential
- Ability to manage and support a team on a day-to-day basis
- Experience of handling staff issues in a practical and consistent way
- Able to set clear expectations and follow through
- Confident making decisions and knowing when to pause/escalate
Desirable
- Experience of recruitment, appraisals, and absence management
Organisation & Problem Solving
Essential
- Strong organisational skills with the ability to prioritise workload effectively
- Able to work under pressure and manage competing demands
- Good attention to detail with a focus on accuracy
- Able to identify issues and take appropriate action
Desirable
- Experience of improving processes or ways of working
Communication & Interpersonal Skills
Essential
- Clear and professional communication skills (written and verbal)
- Confident telephone manner
- Ability to deal with patients and colleagues in a calm, professional way
- Able to work as part of a team and on own initiative
Desirable
- Experience handling difficult conversations or complaints
Personal Attributes
Essential
- Calm and organised approach in a busy environment
- Reliable and consistent in delivering work
- Positive and practical attitude
- Able to adapt to change and support others through it
Job Type: Permanent
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
- Store discount
Ability to commute/relocate:
- Framlingham IP13: reliably commute or plan to relocate before starting work (required)
Experience:
- Administrative: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
