Administrator Cross-Team Support

Willerby & Swanland Surgery; Hull and East Yorkshire; On-site; GBP 22,000 - 28,000; Full time

Job summary

A local GP practice in Hull is seeking an experienced Administrator to provide vital support across triage, secretarial, coding, and reception teams. The ideal candidate should be IT proficient, adaptable, and thrive in a varied role. Responsibilities include managing online consultation requests, processing clinical documents, and maintaining accurate patient records. This position offers the opportunity to contribute to continuous service improvement in a friendly and patient-centred environment.

Benefits

Support for professional development

Friendly team environment

Focus on patient-centred care

Qualifications

• Experience in a secretarial or administrative role.
• Experience working in a GP practice or NHS healthcare setting.
• Experience handling confidential information.

Responsibilities

• Support the triage team with online consultation requests.
• Assist in preparing referrals and clinical documents.
• Provide reception cover and manage patient appointments.

Skills

IT proficiency

Communication skills

Teamwork

Adaptability

Education

GCSE in English and Maths

Training in administration or secretarial work

Training in medical terminology

Job description

We are looking for an experienced and highly organised Administrator to join Willerby & Swanland Surgery in a cross-team support role. This is a flexible post working across our triage, secretarial, coding and reception teams.

We operate a total online triage model, and the post holder will play a key part in processing and allocating online consultation requests, as well as supporting referrals, clinical documents, coding and front-of-house cover when needed. You will be deployed where demand is highest, helping to maintain safe and responsive services during busy periods and staff absence.

The role would suit someone who enjoys variety, is confident with IT systems, learns quickly and likes being the person who can slot in wherever the practice needs them most.

Main duties of the job

The post holder will work as an Administrator across multiple non-clinical teams. This includes:

supporting the triage team by monitoring and allocating online consultation requests

providing secretarial-type admin such as handling referrals, typing or preparing correspondence, and processing clinical documents

supporting the coding team with data entry and maintaining accurate patient records

providing reception and telephone cover as part of the rota, booking appointments and dealing with patient enquiries

The role is designed as a cross-practice support post, giving flexibility and resilience across triage, secretarial, coding and reception functions.

About us

Willerby & Swanland Surgery is a GP practice serving the local population of Willerby, Swanland and the surrounding area. We currently have two GP partners, three salaried GPs and two advanced nurse practitioners, supported by a skilled team of nurses and administrative staff.

We are a friendly, forward-thinking practice with a strong focus on high-quality, patient-centred care and accessible services. We operate a total online triage model for patient requests and are active members of our local Primary Care Network. Staff development, teamwork and mutual support are important to us, and we encourage colleagues to develop their skills and contribute ideas for improving how we work.

Job responsibilities

Job Purpose

To provide high-quality administrative support to GPs, advanced nurse practitioners and the wider practice team.

To support the practices total online triage model by helping to process, allocate and respond to online consultation requests in a safe and timely manner.

To work flexibly across triage, secretarial, coding and reception teams, providing cross-cover and resilience according to service demand.

To contribute to the delivery of safe, efficient and patient-centred services, maintaining high standards of confidentiality, data quality and customer service at all times

Key working relationships

GP partners and salaried GPs

Advanced nurse practitioners and the Nursing team.

Practice Manager, Operations Lead and Patient Services Manager.

Reception team

Secretarial and administration team

Coding and data quality team

Triage and online consultation team

Pharmacy, ARRS and wider PCN roles

Community and secondary care providers

Patients and carers

Main duties and responsibilities

Administrative and secretarial-type duties

Prepare and send referrals using the NHS e-Referral Service and other local or national pathways in line with practice and ICB protocols.

Prepare and type letters, reports, forms and other correspondence for clinicians, ensuring accuracy and appropriate formatting.

Process incoming clinical correspondence (for example hospital letters, discharge summaries, test results), including scanning, attaching to records and allocating documents to the appropriate clinician or team.

Action workflow tasks, including documenting actions, arranging follow-up, contacting patients and updating records as directed by clinicians.

Handle requests for reports, forms and Subject Access Requests within agreed timescales and according to practice policy and legislation.

Liaise with hospitals, community services, ICB teams and other agencies to chase appointments, results and queries as required.

Support recall and invitation processes for long-term condition reviews, immunisation and screening programmes (for example generating lists, sending invitations and monitoring responses).

Maintain accurate and up-to-date electronic records, following practice policies on record-keeping, data quality and information governance.

Online triage and care navigation support

Support the total online triage model by monitoring incoming online consultation requests throughout the day.

Categorise and allocate online consultation requests appropriately (for example urgent or same-day, routine, admin, prescription) using agreed protocols and pathways.

Escalate urgent or concerning requests promptly to the duty team or appropriate clinician, following practice escalation and safeguarding procedures.

Use agreed templates and communication tools to send messages to patients (for example appointment offers, requests for further information, signposting, self-care advice) as directed by clinicians or protocols.

Assist patients who are unable to use online systems by gathering information via telephone and entering it into the online triage system on their behalf.

Work with the triage and clinical teams to help ensure on-the-day demand is managed safely and efficiently.

Contribute to the review and improvement of online triage processes, including feedback on templates, workflows and patient communication.

Coding and records support

Support the coding and data quality team by accurately adding and updating clinical codes (for example diagnoses, problems, QOF registers, investigation results) in line with practice protocols.

Assist with summarising and coding new patient records and historic notes, ensuring important clinical information is clearly recorded and coded.

Help run searches and reports to support QOF, IIF, enhanced services and other practice or PCN objectives, and assist in actioning the outputs (for example inviting patients, updating codes).

Work with clinicians and the coding team to maintain consistent use of codes and high-quality clinical data across the practice.

Identify and report any data quality issues or anomalies to the appropriate lead.

Reception and front-of-house duties

Provide reception and telephone cover as part of the rota and during periods of staff absence or high demand.

Answer incoming telephone calls promptly and courteously, using agreed scripts and protocols where appropriate.

Greet and check in patients at the front desk, maintaining a professional, empathetic and non-judgemental manner at all times.

Book, amend and cancel appointments (face-to-face, telephone, online and other formats) in line with practice protocols and clinician requirements.

Support prescription and test result queries within scope of the role, escalating to clinicians or senior staff where necessary.

Register new patients, process changes to patient demographics and ensure administrative documentation is completed accurately.

Help maintain a safe, tidy and welcoming reception and waiting area.

Cross-team working and service development

Work flexibly across triage, secretarial, coding and reception, responding to direction from the practice manager or designated leads regarding daily deployment.

Participate in team meetings, training sessions and one-to-ones, contributing ideas for improving processes and patient experience.

Assist with audits, data collection and quality improvement projects as requested.

Support implementation of new systems, digital tools and ways of working, including participating in testing and feedback

General responsibilities

Confidentiality

Maintain strict confidentiality of all patient and practice information at all times, in line with practice policies, NHS guidance and data protection legislation.

Ensure that information is shared appropriately and securely, and only with those who have a legitimate need to know.

Safeguarding

Be aware of and follow the practices safeguarding policies and procedures for children and adults.

Raise any concerns promptly with the safeguarding lead or appropriate clinician.

Health and safety

Follow practice health and safety policies and procedures, including infection prevention and control.

Report any hazards, incidents or near misses to the practice manager or designated lead without delay.

Equality, diversity and inclusion

Treat patients, carers and colleagues with dignity and respect at all times.

Uphold equality, diversity and inclusion principles in all aspects of work.

Training and development

Participate in mandatory and role-specific training as required by the practice (for example safeguarding, information governance, fire safety, basic life support).

Take responsibility for own learning and development, including keeping up to date with changes in systems, processes and local pathways.

Engage positively with supervision, annual appraisal and objective-setting.

Flexibility

This job description is not exhaustive and may be amended in consultation with the post holder to meet the needs of the service.

The post holder may be required to undertake other reasonable duties commensurate with the role and grade.

Person Specification

Experience

• Experience in a secretarial and/or administrative role.
• Experience of working in a busy office or customer-facing environment.
• Experience of handling confidential information.
• Experience working in a GP practice or other NHS healthcare setting.
• Experience of work related to referrals, clinical letters or similar tasks.
• Experience of working with online consultation or total triage systems.
• Experience of clinical coding or data quality work.
• Experience of reception or front-of-house work, preferably in healthcare.

Qualifications

• GCSE (or equivalent) in English and Maths.
• Evidence of good general education.
• Training in administration or secretarial work (for example NVQ, business administration)
• Training in medical terminology and/or clinical coding

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.