Senior Customer Care Administrator

Northumbria Group.; Amble, Broomhill; Remote; GBP 21,000 - 32,000; Full time

Job summary

Northumbria Primary Care Ltd (NPC) is recruiting a friendly, motivated senior customer care administrator to join our Amble & Broomhill team. You will deliver high level patient service, secretarial support to GPs, and telephone handling while using SystmOne.

The role requires organisational excellence, teamwork and IT competence to maintain patient records and referrals. Based at NPC Amble & Broomhill with potential duties across NPC practices, the post offers varied primary care administration

Qualifications

• Experience in a healthcare setting preferred.
• Strong organisation and IT skills.
• Ability to provide secretarial support to GP/clinicians and handle telephone enquiries.

Responsibilities

• Answer telephone calls and respond to enquiries while directing the public as appropriate.
• Provide admin and secretarial support to practice staff.
• Ensure timely patient appointments and triage by urgency.
• Process patient referrals and file documentation correctly.
• Input confidential information into patient service systems and code records accurately.
• Support medicines delivery coordination and contribute to QOF/Audit activities.

Skills

Customer service

Organisational skills

IT skills

Education

GCSE English/Maths

Vocational Level 3

Primary Care/Pharmacy experience

Tools

SystmOne

Job description

Please note that NPC is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust. The successful applicant will be an employee of the subsidiary and not Northumbria Healthcare NHS Foundation Trust.

Whilst appointees will have a base practice within NPC, they may be asked to work at other practices across our group. We do however limit this as much as possible as we appreciate continuity is vital to effective primary care.

Flexible working offers choice in where, when, and how we work, ensuring patients remain at the heart of all we do. It’s open to everyone, and we aim to find solutions that work for both you and the organisation. All arrangements must be reasonable and balanced to maintain safe and effective patient care.

Whilst NPC are a highly innovative organisation, the use of Third Party Artificial Intelligence (AI) presents a risk to the integrity of our Recruitment & Selection processes. If you use AI, and it poses a risk to the integrity your individual recruitment process, we may withdraw your application at any stage of the process.

Job overview

We are looking to recruit a friendly, motivated and professional senior customer care administrator to join our team.

This position will be based at NPC Amble & Broomhill. The successful candidate will be providing a high level of customer service to patients of NPC practices.

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, which is facilitating greater opportunities for our staff.

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. Answer telephone calls, respond to all enquiries, direct the public as and when appropriate, provide admin support to nursing & clinical staff. Full training will be provided on the use of SystmOne.

Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received.

Main duties of the job

• Answer telephone calls & 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
• Admin 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

Working for our organisation

Northumbria Primary Care Ltd (NPC) is a pioneering partnership with local GPs and now manages several GP practices with around 120,000 registered patients in Northumberland and North Tyneside.

Whilst appointees will have a base practice within NPC,they may be asked to work at other practices across our group. We do however limit this as much as possible as we appreciate continuity is vital to effective primary care.

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

Detailed job description and main responsibilities

To provide a high standard of customer care to patients, relatives & visitors

To ensure that all patient documentation is coded & filed in a timely manner, and all relevant documentation is filed in the patient notes

To 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

To provide support & advice to new members of staff and existing staff on SystmOne

To provide comprehensive administration service to practice staff include managing correspondence, taking minutes of meetings, secretarial duties and processing patient referrals

To process and distribute incoming (and outgoing) mail

To play an important patient facing role within NPC to proactively identify and work 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

To provide time, capacity and expertise to support people in preparing information for the Pharmacy team to complete medication reviews

To contribute to the audit cycles for QOF, CQC and Quality Improvement work

To manage shared care agreements and support with the generation of income

Carries out clerical duties required by the role

Person specification

Qualifications / Professional Registration

• GCSE Grade A-C in English Language and Mathematics or equivalent qualification and/or experience
• Vocational Level 3 in relevant subject or equivalent qualification and/or experience.
• Primary Care or Pharmacy Experience.

Experience and knowledge

• Experience of working within a healthcare setting.

Other Experience

• You may also need to travel between Trust premises as required for the performance of your duties. You may also be expected to work at any of the trust sites. The Trust would consider making reasonable adjustments to the role, if necessary, to enable a di

Applicants who are members of the Armed Forces, those who have a disability that requires support in the work place (two ticks pledge) and those who have been looked after by the care system as a child or young person (for example, in foster care, children's homes, kinship or local authority care) who meet the essential criteria will be interviewed under the Trust's interview guarantee scheme.

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 BAME people are currently under-represented in our workforce 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, we have a Gold award from the Defense Recognition Scheme, and we are delighted to support Apprenticeships, Age Posi+ive and are a mindful employer.

If you require any reasonable adjustments to attend interview please make the recruitment team aware as soon as possible by calling our HR Recruitment Team on 0191 203 1415 option 2.

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.

Certificate of Sponsorship

Northumbria Healthcare NHS Foundation Trust proudly hold a sponsor licence. In order to provide sponsorship you and the role you are applying for must meet UKVI eligibility requirements. Please check your eligibility prior to submitting an application. Skilled Worker visa: Overview - GOV.UK (www.gov.uk)

Please note that it is a requirement of this Trust that all successful applicants pay for their own DBS certification if a DBS check is required for the post. The method of payment is a salary deduction from your first monthly pay.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.