Office Administrator

Office Administrator

Reference: HW-2195

• Support the business in maintaining a safe environment for patients, staff, and visitors.

• Conduct and document routine health & safety audits, including:

o Fire safety checks (alarms, extinguishers, emergency lighting, exits)

o Infection Prevention & Control (IPC) compliance in waiting and reception areas

o Clinical and non-clinical waste management

o Premises safety and environmental risk assessments

• Maintain up-to-date health & safety and compliance logs.

• Report incidents, significant events, near misses, and hazards via the business reporting system.

• Escalate safeguarding concerns in line with the business Safeguarding Policy.

• Ensure patient identification processes are followed for appointments and information sharing.

• Maintain accurate records in accordance with Regulation 17 (Good Governance). EFFECTIVE (Regulations 12 & 17)

• Maintain accurate and contemporaneous patient records using the business clinical system (EMIS)

. • Support the preparation and management of clinic lists and ensure clinicians are supported with required documentation where appropriate.

• Monitor and support compliance with mandatory training requirements (e.g., safeguarding, IPC, fire safety).

• Support data quality initiatives, audits, and other administrative processes where required.

• Assist with document control to ensure policies and Standard Operating Procedures (SOPs) remain current.

• Contribute to quality improvement projects and internal audit cycles. CARING (Regulation 10 – Dignity and Respect)

• Provide a professional, compassionate, and respectful reception service.

• Ensure patient privacy and confidentiality at reception and during telephone communications.

• Support vulnerable patients with sensitivity and awareness of safeguarding responsibilities.

• Promote equality, diversity, and inclusion in line with NHS values. RESPONSIVE (Regulation 9 – Person-Centred Care) 

• Manage patient appointments in line with business access policies and NHS access standards.

• Oversee front-of-house operations during face-to-face clinics to ensure smooth patient flow.

• Answer and manage incoming telephone calls, triaging appropriately in accordance with Practice protocols.

• Manage electronic consultation systems, online booking, and digital communications where applicable.

• Support management of complaints and patient feedback in line with NHS Complaints Regulations.

• Escalate capacity or access concerns to the Practice Manager. WELL-LED (Regulation 17 – Good Governance)

• Maintain accurate audit trails and documentation to support CQC inspection readiness. • Assist with preparation for CQC inspections and NHS contract reviews.

• Support maintenance of governance dashboards and compliance trackers.

• Participate in team meetings and contribute to continuous service improvement.

• Promote a culture of openness, learning, and Duty of Candour.

• Adhere to NHS Data Security & Protection Toolkit requirements. 3. Core Operational Duties Reception & Clinic Coordination

• Oversee daily reception operations during clinician-led clinics.

• Manage patient registration, demographic updates, and NHS number verification. • Ensure waiting areas are safe, clean, and welcoming.

• Coordinate patient flow and escalate delays or concerns. Telephone & Digital Communication • Answer calls promptly in accordance with business standards.

• Navigate high call volumes professionally and efficiently. • Accurately record and relay messages to clinicians. 4

• Monitor business email inboxes as required. Health & Safety & Compliance

• Maintain Health & Safety file and audit schedules.

• Monitor IPC compliance in non-clinical areas.

• Support risk assessments and action plans.

• Ensure appropriate safety signage and patient information displays are up to date. Other Administrative Responsibilities

• Provide all aspects of administrative support to the Operations Manager and wider team, and keep them informed of progress.

• Handle communication with internal and external stakeholders (including locum GPs, practice staff, patients etc) via email and other methods, ensuring timely responses to queries and requests

• Support procurement processes, managing supplies and liaising with suppliers where necessary

• Work collaboratively with other departments, such as HR and Finance, to ensure smooth coordination of operations.

• Stay on top of your eLearning modules and raise opportunities for further training or CPD with your Line Manager when you feel they are relevant to your role.

• Comply with UK GDPR, Data Protection Act 2018, and NHS Confidentiality Code of Practice.

• Ensure secure handling of patient information at all times.

• Complete annual Data Security & Protection training.

 • Adhere to NHS Constitution values and Practice policies.

• Participate in appraisal and mandatory training.

• Undertake additional duties commensurate with the role and banding.

 • Understanding of safeguarding and confidentiality requirements.

• Strong communication and organisational skills. Desirable • Previous experience in an NHS Primary Care or healthcare administrative role.

• Experience using NHS clinical systems (EMIS, SystmOne, or similar).

• Working knowledge of CQC Fundamental Standards.

• Health & Safety or IPC training. • Experience preparing for CQC inspection.

•Knowledge of NHS contractual requirements (GMS/PMS/PCN). Accountability and Governance The post holder is accountable to the Operations Manager/Head of Operations and is responsible for supporting compliance with CQC regulations, NHS contractual standards, and maintaining inspection readiness within the business