Firsway Health Centre is seeking an experienced and highly organised Administration Manager to lead our busy administrative team. This is a key role responsible for ensuring smooth day-to-day operations, delivering excellent patient service, and supporting clinical staff. Working pattern Monday to Friday 9am-5pm.
The ideal candidate will have strong leadership skills, experience in healthcare or office management, and a proactive, problem-solving approach. You will oversee administrative processes, manage staff, and help drive efficiency across the practice.
Join a friendly, patient-focused team and play a vital role in supporting high-quality care within the community.
Interviews to be held on Wednesday 20th May 2026.
Main duties of the job
As Administration Manager, you will play a key role within the management team, attending meetings, supporting preparation, and taking minutes where required. You will lead and manage the administrative team, overseeing recruitment, training, performance, and staff rotas, while remaining accessible for day-to-day support, including IT queries.
You will manage all administrative workflows, including referrals, emails, medical records, registrations, recalls, screening, and coding, ensuring performance targets are met. The role involves driving improvements to processes, enhancing efficiency, and increasing uptake in screening and recall programmes.
You will coordinate administrative recalls (e.g. safeguarding, proxy access, bloods), support trainee placements in collaboration with internal and external stakeholders, and act as the main contact for trainee queries.
The role also includes compliance responsibilities such as monitoring patient attendance, supporting complaints handling, maintaining data protection standards, reporting breaches, completing required returns, and updating policies and procedures.
You will uphold high standards of customer service and contribute to the smooth and effective running of the practice.
About us
We are a partnership of 5 with a further 11 Salaried GPs, a nursing team of 6, an experienced Medicines Management Team and a practice support team of patient co-ordinators, administrators and a strong management team. We are research active and are also a training practice for undergraduate medical students, foundation year 2 doctors and GP registrars. In addition, we offer placements for other clinicians in training including student nurses and physicians associates.
Despite being a large practice, we all know and care about each other and work well as a team. We have a strong patient focus and offer a supportive work environment.
We have a "Good" CQC rating in 2016 and a high QOF achievement
Job responsibilities
Duties
Admin Team Manager
Taking an active role as a member of the management team including attendance at each meeting and assisting with meeting preparation and taking notes as required
Attending all meetings as required including the Management Meeting and Clinical Meeting and taking notes of meetings as required
Leading and managing a team of staff including involvement in recruitment, selection, training, performance monitoring, appraisal and disciplinary procedures and producing weekly staffing rotas
Being accessible to all staff for day to day queries including IT queries and taking ownership/organisation resolution as required
Undertaking and managing the workflow within the administration office including: Scanning, Referrals, Emails, Medical records including private, Subject Access Requests and third party requests, Recall System, All screening and immunisations requests, Administration Tasks, Coding, Summarising, Registration and De-registration process and ensuring the team is working within agreed key performance indicators.
Proactively implement innovative changes to existing administrative processes to streamline workflows and enhance overall efficiency and productivity.
Enhance screening processes within the administrative team by identifying process gaps and implementing improvements to increase overall uptake and achieve data performance indicators.
Lead and coordinate administrative recall searches, including Transgender recall, Safeguarding registers, Proxy Access monitoring, and Blood recall to ensure compliance and management of follow-up actions.
Provide support and act as the lead manager for the rota, addressing rota queries and making management decisions as required.
Assist the Rota Co-ordinator for all Trainee placements, future mapping, trainee timetables and rotas to ensure compliance with guidance set by the deanery and Universities.
Communicate any changes in practice. Work closely alongside the Rota coordinator, Room administrator, GP trainers and external Educations organisations to ensure the smooth planning of trainee placements.
Leadership: Act as the main key contact for all trainee placements. Resolve any ongoing trainee queries.
Compliance
Monitoring patient attendance and ensuring operation of practice policy in relation to missed appointments. Monitor patient attendance and proactively review and improve existing policies relating to missed appointments, ensuring appropriate follow-up.
Assist with patient complaints, investigating and responding appropriately ensuring compliance with the NHS standard
Assist submitting the annual Complaints Return for the practice and providing an annual summary for consideration by the Management Team
To have responsibility for data protection issues across the Practice with the support of the Practices Data Protection Officer including reporting any Data Breaches.
Assist to maintain and submit the Data Security Protection Toolkit return on behalf of the Practice
To produce new policies and procedures related to changes in the Practice and ensuring they are kept up to date at all times
Operating within, maintaining and improving Firsways high expectations of excellent customer service
Any other duties deemed commensurate with the job grade
Leadership and Team Management
Ability to lead, motivate, and develop the administrative team to ensure high performance and effective service delivery. This includes managing recruitment, training, staff supervision, performance monitoring, rota coordination, and supporting staff with day-to-day operational queries.
Operational and Workflow Management
Strong capability to organise and oversee administrative workflows to ensure efficient daily operations. This includes managing processes such as referrals, medical records, patient registrations, subject access requests, recalls, coding, and administrative tasks while ensuring agreed performance targets are met.
Strategic Process Improvement
Ability to identify inefficiencies within administrative systems and implement improvements to streamline processes, enhance productivity, and support organisational performance targets, including improving screening uptake and recall management.
Communication and Stakeholder Engagement
Excellent verbal and written communication skills to liaise effectively with staff, clinicians, management teams, trainees, external organisations, and patients. This includes communicating operational changes, responding to queries, and supporting collaborative working across departments.
Meeting Coordination and Administrative Governance
Competence in supporting management structures through meeting preparation, attendance, minute taking, and documentation of key decisions and actions for management and clinical meetings.
Compliance and Regulatory Awareness
Strong understanding of healthcare governance requirements and the ability to ensure administrative practices comply with organisational policies and regulatory frameworks such as National Health Service standards, UK General Data Protection Regulation, and the Data Security and Protection Toolkit.
Data Protection and Information Governance
Ability to manage sensitive patient information responsibly, oversee subject access requests, support data protection processes, and ensure compliance with confidentiality and data governance requirements.
Patient Service and Complaint Handling
Commitment to delivering high standards of patient service by supporting complaints effectively, supporting investigations, monitoring missed appointments, and ensuring policies are implemented to improve patient engagement.
Planning and Resource Coordination
Ability to coordinate staffing rotas, trainee placements, and administrative resources to ensure operational continuity and compliance with external training organisations and placement requirements.
Problem Solving and Decision Making
Ability to address operational challenges proactively, respond to staff queries, resolve administrative issues efficiently, and make informed decisions that support service delivery.
Attention to Detail and Record Management
High level of accuracy in managing documentation, policies, patient records, and administrative data to maintain compliance, data quality, and organisational standards.
Organisation and Time Management
Strong ability to manage multiple priorities, deadlines, and responsibilities while maintaining high standards of professionalism and efficiency.
Person Specification
Qualifications
* A-levels or equivalent
* Degree in Business Management or equivalent
* Any other relevant qualification such as ILM, CMI etc
Experience
* Experience with systems: EMIS web/E-referral System (ERS)
* Experience of working with the general public
* Experience of dealing with complaints from customers/patients
* Some leadership experience (worked in and managed a team)
* Driving or delivering change within a business
* HR Experience to include:
* Disciplinary/ Grievance hearings
* Performance Management
* Sickness Management
* Staff training
* Staff Development Planning
* Strong IT Skills including the ability to write and complete reporting.
* Understanding of how to work effectively in a fast-paced environment
* Delegations Skills
* Prioritisation and Planning
* Problem solving and analytical skill
* Ability and skill to lead and motivate a team, creating a positive environment.
* Proven Leadership skill
* Excellent communications skills across all forms of media to include:
* Telephone
* Email
* Personable and Approachable
* Uses own initiative
* Self-Motivated and able to work with minimal direction
* Ability to work effectively under pressure
* Sensitive and empathetic
* Hardworking and Reliable
* Resourceful with the ability to think outside the box
* Ability to work flexibly including weekends/ evenings when necessary
* Willingness to undertake assessment and complete further training or qualifications
* Degree in Business Management or equivalent
* Any other relevant qualification such as ILM, CMI etc
* Experience working in a healthcare setting/GP practice
* Experience of working in Primary Care
* Health and Safety Management to include:
* GDPR
* Docman
* Accurx
* Health Tech-1
* Full UK Driving license and own transport
* Enhanced DBS check
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.
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