Senior AdministratorNHS

Job summary

Are you an experienced administrator looking for your next step?

We are looking for a Senior Administrator to join our busy administration team at Prince of Wales Surgery in Dorchester. This is an exciting opportunity for someone who is confident, highly organised and enjoys working with detail, who is ready to take on greater responsibility and develop their career within General Practice.

Clinical correspondence and workflow form a major part of this role, so accuracy, good judgement and attention to detail are essential. You will also provide support and guidance to other administrators, contribute to quality improvement and help us maintain efficient, consistent administrative processes.

This is a hands-on role for someone who enjoys being involved and making a difference. You will work closely with our Administration Lead and wider practice team, with opportunities to develop your skills in workflow, quality assurance, process improvement and team support.

For the right person, this role could provide a pathway towards future progression into a Deputy Administration Lead position.

The role is based at our Dorchester site and is not a hybrid or home-working position, with occasional support at our Portesham site as required.

Main duties of the job

As Senior Administrator, you will be a key member of our administration team, with the majority of your time focused on clinical correspondence and workflow.

You will:

• Process incoming clinical correspondence and workflow accurately and within agreed timescales.
• Apply appropriate read codes and identify, flag and route actions to the relevant clinician or team.
• Process hospital letters, discharge information, results and outpatient correspondence.
• Ensure patient records are accurate, complete and appropriately updated.
• Provide advice and support to Administrators, particularly with coding and more complex correspondence.
• Support quality checking, audits and monitoring of workflow.
• Help identify opportunities to improve processes, efficiency and consistency.
• Support the induction and development of less experienced colleagues.
• Undertake other administrative duties including third-party requests, summarising and general data administration.

You will need to be confident working independently within agreed protocols, with the ability to recognise when something requires escalation. Clinical decisions remain the responsibility of the appropriate clinician.

Job description

Job SummaryAs Senior Administrator, you will be a senior member of the practice administration team, responsible for the accurate, timely and effective processing of clinical correspondence and workflow across the practice.

Clinical correspondence and workflow will form the majority of the role. This includes processing incoming clinical correspondence, applying appropriate read codes, identifying actions arising from correspondence, flagging and routing information to the appropriate clinician or team, and ensuring that patient records are accurately and appropriately updated.

You will undertake the full range of administrative duties while providing a higher level of experience, knowledge and support than expected of an Administrator. You will act as a key point of support for the administration team, assisting colleagues with queries, supporting quality and consistency, and helping the Administration Lead to maintain effective workflow processes and standards.

The post-holder will be expected to work confidently and independently within established protocols, recognising when information or activity requires escalation to the Administration Lead or an appropriate clinician. The role does not have formal line-management responsibility.

The Senior Administrator will contribute to the development and improvement of administrative systems and processes and will support the training and development of less experienced members of the team.

This role provides a potential development pathway towards a future Deputy Administration Lead position for the right individual, subject to performance, development, organisational need and the availability of a suitable position.

The role is office based at the Dorchester site and is not a hybrid or home-working role. There may be an occasional/ad hoc requirement to work from Portesham Surgery to meet service or staffing requirements.

Main Duties1. Clinical Correspondence & Workflow

• Process incoming clinical correspondence and workflow accurately, efficiently and within agreed timescales.
• Read and apply appropriate codes to clinical correspondence and workflow items in SystmOne, in accordance with practice protocols.
• Identify actions arising from correspondence and ensure these are appropriately flagged and routed to the relevant clinician or team.
• Process hospital letters, discharge information, results, outpatient correspondence and other incoming clinical information.
• Ensure patient records are updated accurately, completely and securely.
• Recognise urgent, clinically significant or otherwise concerning information and escalate appropriately.
• Monitor outstanding workflow and support the maintenance of agreed turnaround times.
• Provide advice and support to Administrators on coding, workflow and more complex correspondence.
• Undertake quality checks and identify recurring coding, workflow or data quality issues for escalation to the Administration Lead.
• Support the development and consistent application of workflow processes and protocols.

The post-holder is not responsible for making clinical decisions. Where clinical judgement is required, the matter must be escalated to the appropriate clinician.

2. Senior Administrative Support, Quality & Development

• Act as an experienced point of contact for Administrators, providing day-to-day guidance and support.
• Support the induction, training and development of new and less experienced Administrators.
• Assist the Administration Lead with monitoring workflow, workload and turnaround times.
• Undertake administrative quality checks, audits and data quality activity as required.
• Identify opportunities to improve administrative processes, efficiency and consistency.
• Contribute to the development and review of SOPs, guidance and administrative processes.
• Support the Administration Lead with resolving routine workflow and administrative issues.
• Escalate significant risks, concerns, recurring errors or performance issues appropriately.
• Develop knowledge and skills to support potential future progression towards Deputy Administration Lead responsibilities.

3. General Administrative & Operational Support

• Process third-party requests, including insurance, solicitor and Subject Access Requests, in accordance with practice procedures and information governance requirements.
• Undertake medical record summarising, scanning, uploading and other data administration as required.
• Maintain relevant administrative spreadsheets, trackers and documentation.
• Provide general administrative support to the wider clinical and non-clinical team.
• Support practice projects, audits and service improvement initiatives as required.
• Work flexibly across the administration function and provide occasional/ad hoc support at Portesham Surgery when required.

Development & ProgressionThe Senior Administrator role provides an opportunity for an experienced Administrator to develop their skills and take on increased responsibility within the practice.

The post-holder will have opportunities to develop skills and experience in clinical correspondence and workflow oversight, quality assurance, supporting colleagues, process improvement, audit, training and leadership.

For the right individual, successful development within the role may provide a pathway towards a future Deputy Administration Lead position.

Progression is not automatic and would be dependent upon performance, demonstrated competence, development, organisational need and the availability of a suitable position.

Other ResponsibilitiesConfidentialityThe post-holder will have access to confidential information relating to patients, carers, colleagues, clinicians and the practice as a business organisation.

All information must be treated as strictly confidential and handled in accordance with practice policies, GDPR, data protection legislation and information governance requirements.

The post-holder will act as a role model for appropriate handling of confidential and sensitive information.

Health & SafetyThe post-holder will assist in promoting and maintaining their own and others' health, safety and security in accordance with the practice Health & Safety, Infection Control and other relevant policies.

This includes:

• Identifying and reporting hazards and risks.
• Following appropriate infection control procedures.
• Maintaining a safe and tidy working environment.
• Undertaking mandatory training.
• Reporting potential risks appropriately.
• Demonstrating due regard for safeguarding and promoting the welfare of children and vulnerable adults.

Equality, Diversity & InclusionThe post-holder will:

• Treat patients, carers and colleagues with dignity, respect and fairness.
• Support equality, diversity and inclusion within the workplace.
• Communicate in a welcoming, non-judgemental and respectful manner.
• Recognise and respond appropriately to differing needs.

Personal & Professional DevelopmentThe post-holder will:

• Participate in the practice's annual appraisal and performance review processes.
• Take responsibility for their own learning and professional development.
• Complete mandatory and role-specific training.
• Identify development needs and work with the Administration Lead to address these.
• Support the learning and development of less experienced colleagues.

Quality & GovernanceThe post-holder will:

• Work in accordance with practice policies, procedures, protocols and governance requirements.
• Identify and escalate quality, safety, data quality and information governance concerns.
• Participate in audits and quality improvement activity.
• Contribute ideas and suggestions to improve administrative systems and services.
• Take accountability for the accuracy and quality of their own work.

CommunicationThe post-holder will communicate effectively with patients and carers, clinicians and clinical staff, administrative colleagues, practice managers and senior staff, and external organisations and third parties.

The post-holder will adapt their communication style appropriately to the situation and the needs of the person they are communicating with.

GeneralThis Job Description is not exhaustive and will be reviewed periodically to reflect the changing needs of the practice.

The post-holder is expected to undertake any other reasonable duties appropriate to the level of the post, as requested by the Administration Lead, Site Operations Manager, Partners or Senior Management Team.

About us

Prince of Wales Surgery is a busy GP practice serving approximately 10,000 patients across our Dorchester and Portesham sites.

We are a friendly, hardworking and forward-thinking team, committed to providing high-quality care to our patients while continually looking for ways to improve how we work. Our practice brings together a wide range of clinical, administrative and support staff, and we value collaboration, professionalism and treating colleagues with respect.

You will join an established administration team and work closely with the Administration Lead and wider practice management team. We are looking for someone who will contribute positively to the team, support colleagues and take pride in getting things right.

We offer a supportive environment where people are encouraged to develop their skills and take on new responsibilities. This role is particularly suited to someone who wants to progress their career, with the potential to develop towards a future Deputy Administration Lead role.

If you are organised, reliable, detail-focused and keen to make a real contribution to the smooth running of a busy GP practice, we would love to hear from you.