Digital Care Advisor

West Suffolk Clinical Commissioning Group; Norwich; Hybrid; GBP 21,000 - 25,000; Full time

Job summary

The Humbleyard Practice in Norwich is seeking a Digital Care Advisor to help patients navigate digital services. You will review online requests, direct them to the right team, and arrange appointments in line with practice procedures.

You will work with the Dashboard GP and clinical and non-clinical colleagues to support safe patient care, handle NHS 111 bookings, and use SystmOne and SystmConnect. Full training and ongoing support are provided.

Qualifications

• Strong IT skills with experience in public-facing roles.
• Experience using databases and handling confidential information.
• Experience in reception, call-centre or customer-facing environment.
• Familiarity with SystmOne, SystmConnect or GP healthcare systems preferred.

Responsibilities

• Review online requests and direct to the appropriate team, clinician or service.
• Review and process digital forms and document workflows.
• Arrange appointments in line with practice procedures and maintain patient records.
• Respond to healthcare professional enquiries and manage NHS 111 bookings.
• Process requests through SystmOne and SystmConnect.

Skills

IT skills

Customer facing

Organisation

Confidentiality

Tools

SystmOne

SystmConnect

Office 365

Job description

About the Role

Our Digital Care Team plays an important role in helping patients navigate their healthcare journey through our digital services. As a Digital Care Advisor, you will be a key point of contact for patients, reviewing online requests and ensuring they are directed to the appropriate team, clinician or service.

You will review and process digital forms, manage tasks and document workflows, arrange appointments in line with practice procedures and maintain accurate patient records. You will work closely with our Dashboard GP and wider clinical and non-clinical teams to support the safe and efficient delivery of patient care.

The role also involves responding to healthcare professional enquiries, managing NHS 111 appointment bookings and processing requests through systems including SystmOne and SystmConnect.

If you are looking for a rewarding and fast-paced role where you can make a real difference while being part of a friendly and supportive team, this could be the perfect opportunity for you.

About the Candidate

We are looking for a friendly, organised and compassionate person who communicates clearly and remains calm under pressure. You will need to be able to manage competing priorities, work accurately and use your initiative while maintaining strict confidentiality.

Strong IT skills are essential, along with experience of working with the public in a reception, call‑centre or other customer‑facing environment. Experience using databases is also required. Familiarity with SystmOne, SystmConnect, Microsoft Office 365 or working within a GP practice or healthcare organisation would be advantageous.

You will be reliable, adaptable and comfortable working both independently and as part of a busy team. Full training and ongoing support will be provided.

About Us

At The Humbleyard Practice, we are a large, semi‑rural, dispensing healthcare provider offering care with compassion, professionalism and integrity. We support a growing population of more than 22,500 patients across our three surgeries:

• Cringleford Surgery, Cantley Lane, Cringleford, Norwich, NR4 6TA
• Hethersett Surgery, Great Melton Road, Hethersett, Norwich, NR9 3AB
• Mulbarton Surgery, The Common, Mulbarton, Norwich, NR14 8JG

As a research and GP training practice, we are committed to continuous improvement and delivering high‑quality care to our patients and their families. We aim to foster a culture of compassion, kindness and professionalism and actively support the personal and professional development of our team.

Our staff work collaboratively across clinical, digital, administrative and patient‑facing services. By joining The Humbleyard Practice, you will become part of a supportive multidisciplinary team focused on improving patients' experiences and ensuring they receive the right support at the right time.

Disclosure and Barring Service check

Please note that this post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A submission to the Disclosure and Barring Service will therefore be required to check for any previous criminal convictions