We are looking for a highly organised and customer-focused Primary Care Senior Administrative and Front of House Lead to join our dedicated team within the Primary Care Directorate.

Band 5, £29,970 - £36,483 per annum, full time 37.5 hours per week.

This role will be predominantly based at Moorcroft Medical Centre however travel to other Trust sites may be required. This pivotal role combines leadership, administration, and direct patient interaction, ensuring our front-of-house operations run smoothly while delivering exceptional service to patients and visitors.

As a Senior Administrative and Front of House Lead, you will oversee the reception team, coordinate administrative tasks such as care navigation and telephony, and serve as a key point of contact for both patients and staff.

Main duties of the job

• Leadership & Supervision:
  
  • Lead, supervise, and motivate the front-of-house reception team, ensuring excellent customer service is delivered at all times.
  • Provide training and development to new and existing team members.
  • Monitor team performance and provide regular feedback to maintain high operational standards.
• Administrative Support:
  
  • Manage patient appointments, including booking, rescheduling, and cancellations, using the practice management system.
  • Oversee patient registration, ensuring accurate and up-to-date data entry.
  • Process incoming correspondence, both electronic and paper-based, and ensure timely follow-up.
  • Handle telephone and email inquiries in a professional and efficient manner.
• Patient Interaction:
  
  • Greet patients and visitors with a friendly and professional demeanour, ensuring a positive first impression.
  • Assist patients with inquiries, directions, and any other non-clinical needs.
  • Handle patient complaints or concerns sensitively and efficiently, escalating issues when necessary.
• Health and Safety Compliance:
  
  • Ensure that the reception area is well-organized, clean, and compliant with health and safety regulations.
  • Maintain confidentiality in line with GDPR, Trust and practice policies.
• Team Collaboration & Communication:
  
  • Act as a liaison between front-of-house staff and clinical teams to ensure smooth patient flow and operational efficiency.
  • To feed into relevant meetings in accordance with operational and governance processes.

About us

As a Trust we remain bold and ambitious with plans for both service and system collaborative transformation over the coming years to improve the health and wellbeing of our local people through high quality care.

We pride ourselves onensuring our team has their wellbeing put first and as such provide a range of wellness opportunities including flexible working.

We are committed to the Greener NHS national ambition to becoming the world's first 'carbon net zero' national health system by 2045 (Greener NHS (england.nhs.uk). As part of this, sustainability is embedded in our strategy as one of our four key enablers. In order to deliver on this commitment, we recognise that we need a workforce that is as passionate as we are about achieving these goals, for the benefit of our service users, workforce, local communities and the planet alike. For 2024/2025, we have launched our Proud to be Green engagement campaign which is aligned to the targets set out in our Green Plan. As a Trust, you can be assured that we will commit to supporting you in working towards our net zero ambitions, set out in our Green Plan, through our sustainability programme.

The Trust is committed to ensuring that a diverse workforce is representative and inclusive at all levels. We would very much welcome applications from all under-represented groups including women, people with disabilities, people from global majority backgrounds, and those from the lesbian, gay, bi and trans communities.

Job description

Job responsibilities

This role is responsible for front of house operational services ensuring that relevant practice bases operate efficiently and effectively. This will include the management of administrative staff and operational supervision and support of clinical staff. The role will assist the senior leadership in achieving the optimum level of organisation delivery and promoting excellence in primary care. This will include assisting the practices in achieving the optimum level of access to patients by coordinating efficient triaging service, overseeing patient demand on a daily basis and promoting excellence in primary care.

This role will focus on the front of house systems including digital patient request system and centralised telephony, as well as efficient management and control of organisational systems involved in patient care delivery and the efficient and smooth running of processes. Such systems will include those which require the post holder to work in conjunction with other members of the operational management team, as well as individual responsibilities such as staff rotas, person management, petty cash, report logging and processing, patient support etc. Ongoing support and guidance are available at all times.

Duties will include involvement in staff management responsibilities, such as recruitment, and the support of staff, such as responsibility for team appraisals. The role also includes direct contact with patients on a regular basis for example during the management and resolution of any complaints. The role requires essential front-line involvement into the day to day running of front of house and telephony duties. The post holder will act as an additional receptionist when necessary and as demand dictates.

Please refer to Job description for full information.

Person Specification

Qualifications

Essential

• Degree level qualification in relevant subject or equivalent experience

Knowledge

Essential

• Primary Care Experience
• Knowledge of QOF/QIF
• Knowledge of IT packages (e.g. Docman / EMIS)
• Knowledge of CQC Requirements

Employer details

Employer name

North Staffordshire Combined Healthcare Trust

Address

Moorcroft Medical Centre

Bottoslow Street, Hanley

Stoke-on-Trent

ST1 3NJ

Any attachments will be accessible after you click to apply.

232-PRC-6787314