Primary Care Administrator

Service Care Solutions Ltd; Redditch; On-site; GBP 14,000 - 22,000; Part time

Job summary

Service Care Solutions Ltd is seeking Bank Primary Care Administrators to provide flexible reception and administrative support across Primary Care services in Redditch. You will welcome patients, register them, and manage enquiries while maintaining confidentiality and accuracy in clinical systems.

The role covers urgent and routine assignments, with shifts daytime, evenings, weekends and bank holidays as required. Prior NHS admin experience is advantageous; training will be provided.

Qualifications

• Experience in reception, customer service, call handling or administration.
• Ability to use computers, email and standard office applications.
• Knowledge of Primary Care, urgent care or NHS administrative processes.
• Understanding of information governance, safeguarding and incident reporting.
• Knowledge of accessible communication and reasonable adjustments.
• Training in EMIS or another Primary Care clinical system.

Responsibilities

• Provide a professional, courteous and inclusive reception service.
• Register and arrive patients accurately on relevant systems.
• Explain service processes and waiting arrangements.
• Support patient flow and handovers between services and shifts.
• Use authorised clinical and administrative systems, including EMIS, Surgery Connect, Docman and Microsoft 365.
• Maintain logs, trackers and service datasets.

Skills

Reception & customer service

Computers & office software

EMIS / NHS systems knowledge

Education

Good general education including literacy and numeracy

Tools

EMIS

Docman

Surgery Connect

Job description

Primary Care Administrator Contract Type: Bank / Flexible Worker Location: Redditch Hours: Flexible, including daytime, evening, weekend and bank-holiday shifts where required Rate: Up to £16ph - DOE

Job Overview We are looking for reliable and professional Bank Primary Care Administrators to provide flexible administrative and reception support across a range of Primary Care services, projects and initiatives. The successful candidates will help services operate safely, efficiently and professionally by welcoming patients, completing accurate registrations, maintaining clinical-system records, supporting patient flow, responding to enquiries and carrying out service-specific administrative procedures. Assignments may include urgent and same-day Primary Care services, Primary Care streaming or assessment units, enhanced-access services, outreach clinics, vaccination or screening programmes, long-term-condition initiatives, health-inequality projects and other short- or medium-term Primary Care developments. Bank staff will only be deployed to assignments for which they have completed the required induction, systems training and competency checks.

Key Responsibilities

Reception & Patient Support

• Provide a professional, courteous and inclusive reception service.
• Welcome patients and confirm their identity using approved procedures.
• Register and arrive patients accurately on relevant clinical or administrative systems.
• Explain service processes, expected next steps and approximate waiting arrangements without providing clinical advice.
• Provide clear directions and practical assistance, including support with accessibility and reasonable adjustments.
• Manage telephone and face-to-face enquiries appropriately.
• Maintain patient privacy and confidentiality at all times.
• Respond appropriately to distressed, frustrated or challenging individuals, seeking support where necessary.

Patient Flow & Service Coordination

• Support the orderly movement of patients through the service.
• Work closely with clinicians and HCAs to maintain accurate information regarding arrivals, waiting patients, capacity and outstanding actions.
• Reconcile referrals, expected arrivals and actual attendances where required.
• Escalate non-arrivals, long waits, incomplete patient journeys and discrepancies in line with the relevant pathway.
• Support handovers between services, locations and shifts.
• Follow agreed procedures when services reach capacity or temporarily restrict access.
• Do not provide clinical prioritisation or advice unless separately trained and authorised.

Clinical Systems & Administration

• Use authorised clinical and administrative systems, which may include EMIS, Surgery Connect, Docman, Microsoft 365 and other approved platforms.
• Enter information accurately and in line with local procedures.
• Check patient demographics and contact information using approved verification processes.
• Scan, upload, print and securely handle documents where required.
• Process messages, tasks and referrals within the scope of the assignment.
• Maintain accurate logs, trackers and service datasets.
• Prepare reception areas, forms, patient information and administrative equipment.
• Complete assignment-specific opening and closing procedures.
• Support appointment lists, clinic documentation and patient communications.
• Record service activity, delays, cancellations and operational issues.
• Assist with stock monitoring and patient feedback.
• Participate in administrative audits and quality-improvement activities.

Safety, Safeguarding & Confidentiality

• Understand and follow emergency, fire, security and evacuation procedures at each assigned site.
• Escalate immediately if a patient appears unwell or deteriorates; this is a non‑clinical role and the administrator must not make a clinical assessment.
• Recognise and report safeguarding concerns through the appropriate channels.
• Follow procedures relating to aggressive behaviour, personal safety, lone working and controlled access.
• Report incidents, near misses, complaints, information‑governance concerns and equipment failures.

Bank Working Requirements

• Keep availability and contact details up to date on the relevant bank or rostering system.
• Accept only shifts that you can safely and reliably attend.
• Arrive punctually and complete the full booked shift unless formally released.
• Review assignment information before attending.
• Be willing to work across different locations and services, subject to competency and access requirements.
• Complete local induction before undertaking duties at a new site.

Person Specification Essential Qualifications & Knowledge

• Good general standard of education, including literacy and numeracy.
• Ability to use computers, email and standard office applications.
• Previous training in EMIS or another Primary Care clinical system.
• Knowledge of Primary Care, urgent care or NHS administrative processes.
• Understanding of information governance, safeguarding and incident reporting.
• Knowledge of accessible communication and reasonable adjustments.

Essential Experience

• Experience in reception, customer service, call handling or administration.

Desirable Experience

• Previous experience in a GP practice, Primary Care service, community service, urgent‑care setting or hospital.
• Experience using EMIS, Docman, Surgery Connect or another healthcare system.
• Experience supporting clinics, patient flow or appointment services.
• Experience of flexible, temporary or bank working.
• Experience working across multiple sites or service models.