customer care administrator

Northumbria Primary Care; Hexham; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare provider in the UK seeks an Administrative Support role focused on delivering high-level customer service in patient care. Responsibilities include administrative support to GPs, managing patient records, and ensuring efficient communication within the practice. Strong organisational and IT skills are essential for this role, along with the ability to perform under minimal supervision. The position welcomes applications from all backgrounds, highlighting a commitment to diversity and inclusivity.

Qualifications

• Ability to prioritise workload without supervision.
• Provide secretarial support to GPs and clinicians.
• Experience in customer service roles is advantageous.

Responsibilities

• Answer telephone calls and respond to enquiries.
• Provide admin and secretarial support to practice staff.
• Process patient referrals accurately.
• Ensure timely appointments for patients attending the GP service.
• Update inpatient records on SystmOne.

Skills

Organisational skills

IT skills

Customer service

Tools

SystmOne

Job description

About the Role

NPC is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust. The successful applicant will be an employee of NPC and will work primarily in NPC Haydon Bridge and Allendale. Flexibility in location and working hours is provided where possible, with the overarching goal of maintaining safe and effective patient care. The role focuses on delivering a high level of customer service to patients of NPC practices and supporting the wider GP practice team.

Responsibilities

• Answer telephone calls and respond to all enquiries, directing the public as appropriate.
• Provide broad range of tasks and general admin and secretarial support to practice staff.
• Ensure timely appointments for patients attending the GP service, triaging according to urgency.
• Process patient referrals.
• Ensure all Emergency Care documentation is coded & filed correctly, and copies are sent to relevant health care professionals.
• Receive confidential information by telephone or face to face and input accurately into patient service systems.
• Occasionally provide clinical coding of all patient records ensuring all medical history is coded accurately and entered into the clinical system.
• Contribute to the delivery of a comprehensive primary care medicine management system.
• Undertake activities at practice level which contribute to the efficient and effective delivery of medicines to patients.
• Provide a high standard of customer care to patients, relatives & visitors.
• Ensure that all patient documentation is coded & filed in a timely manner, and all relevant documentation is filed in the patient notes.
• Ensure all inpatient records are updated on SystmOne.
• Ongoing training and development with all computer systems within the department, ensuring that this information is disseminated to all members of staff who use the computer system.
• Provide support & advice to new members of staff and existing staff on SystmOne.
• Provide comprehensive administration service to practice staff including managing correspondence, taking minutes of meetings, secretarial duties and processing patient referrals.
• Process and distribute incoming (and outgoing) mail.
• Play an important patient-facing role within NPC, proactively identifying and working with people, including the frail/elderly and those with long-term conditions, to provide coordination and navigation of care and support across pharmacy support services.
• Provide time, capacity and expertise to support people in preparing information for the Pharmacy team to complete medication reviews.
• Contribute to the audit cycles for QOF, CQC and Quality Improvement work.
• Manage shared care agreements and support with the generation of income.
• Carry out clerical duties required by the role.

Qualifications

You must be able to prioritise workload without supervision and have good organisational and IT skills. Provide secretarial support to GP's and clinicians. You will be required to help out on the telephones as and when required. Full training will be provided on the use of SystmOne.

Diversity and Inclusion

Applicants who meet the Fit and Proper Person Requirements (FPPR) will require additional pre-employment checks in line with CQC and NHS England statutory guidance. We recognise the positive value of diversity and inclusion and are committed to a workforce that is diverse, equal and inclusive. We welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from Black, Asian and Minority Ethnic (BAME) candidates, as well as other under-represented groups such as LGBT+ and disabled candidates. We are proud to be a Disability Confident Employer, a Stonewall Diversity Champion and hold a Gold award from the Defence Recognition Scheme. We support Apprenticeships, Age Positivity and are a mindful employer.

Additional Information

If you require any reasonable adjustments to attend an interview, please contact the HR Recruitment Team on 0191 203 1415 option 2. Successful applicants will be required to pay for their own DBS certification if a DBS check is required for the post; the method of payment is a salary deduction from the first monthly pay.