Customer Care Administrator

NHS; Ashington; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading healthcare organization is seeking a Customer Care Administrator for their Lintonville surgery. The role involves delivering high-quality customer service, managing patient documentation, and supporting clinical staff. The ideal candidate will possess strong administrative skills and relevant qualifications. Join a dynamic team dedicated to enhancing patient care and experience.

Qualifications

• Experience in customer service and administrative roles.
• Child Protection training and Basic Life Support certification.

Responsibilities

• Provide high-standard customer care to patients and manage correspondence.
• Support nursing and clinical staff with administrative tasks.
• Ensure accurate coding and filing of patient documentation.

Skills

Customer Care

Administration

Education

NVQ Level 2 or higher in Customer Service

Tools

SystmOne

EMIS

Job description

Go back Northumbria Healthcare NHS Foundation Trust

Customer Care Administrator

The closing date is 20 May 2025

We are delighted to offer a Customer Care Administrator position working for Northumbria Primary Care (NPC) at Lintonville. The successful candidate will work from our Lintonville surgery.

Northumbria Primary Care is a developing, dynamic organisation with a clear vision for Primary Care service delivery. We are pushing the boundaries of how we deliver our services, creating greater opportunities for our teams to develop into new roles.

We seek a highly motivated and enthusiastic team player with high standards of customer care and administrative skills. You will join an experienced, proactive, and friendly team serving patients through general practice. The hours are varied between 08:00 and 18:00, Monday to Friday.

This position is based at Lintonville Surgery. There may be a need to support other NPC practices during absences. The successful candidate will provide high-level customer service to patients of NPC practices.

Please note we reserve the right to close this vacancy early once sufficient applications are received.

Main duties of the job

1. Provide high-standard customer care to patients, relatives, and visitors.
2. Code and file all patient documentation promptly; ensure relevant documentation is added to patient notes.
3. Update inpatient records on EMIS or SystemOne as appropriate.
4. Inform nursing and medical staff about patients awaiting assessment and waiting times.
5. Participate in ongoing training for all computer systems within the department and disseminate information to team members.
6. Support and advise new staff members on EMIS or SystemOne.
7. Maintain stationery and clinical stock levels.
8. Provide comprehensive administrative support to GPs and healthcare professionals across the group.
9. Handle a broad range of tasks, including managing correspondence, taking meeting minutes, secretarial duties, nursing admin support, and processing patient referrals, as well as managing incoming and outgoing mail.

About us

Northumbria Primary Care Ltd (NPC) is a pioneering partnership managing several GP practices with around 50,000 registered patients in Northumberland and North Tyneside.

While your base practice will be within NPC, you may be asked to work at other practices across the group, though efforts will be made to limit this to ensure continuity of care.

NPC is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust.

Please review the 'applicant guidance notes' before applying to ensure you are fully informed about the role and our organisation.

Job responsibilities

1. Answer telephone calls and respond to inquiries, directing the public appropriately.
2. Manage correspondence, secretarial duties, nursing admin support, and process patient referrals, including handling mail.
3. Provide admin support to nursing and clinical staff.
4. Ensure all Emergency Care documentation is correctly coded and filed; send copies to relevant healthcare professionals.
5. Offer non-clinical advice to patients, relatives, the public, and external agencies.
6. Order and maintain stock levels for clinical and non-clinical supplies.
7. Handle confidential information via telephone or face-to-face, accurately inputting data into SystmOne as needed.
8. Occasionally perform clinical coding of patient records, ensuring accuracy and confidentiality.

Person Specification

Qualifications / Professional Registration

• NVQ Level 2 or higher in Customer Service, Administration, Healthcare, or equivalent experience.

Experience and Knowledge

• Child Protection training
• NSTS Training
• ECDL certification
• Basic Life Support, Moving & Handling, and Fire training

Disclosure and Barring Service Check

This role is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A Disclosure check will be required to verify any criminal convictions.

Employer Name

Northumbria Healthcare NHS Foundation Trust