Senior Customer Care Administrator

Northumbria Primary Care; Cramlington; On-site; GBP 20,000 - 30,000; Full time

Job summary

A leading healthcare provider in Cramlington seeks an experienced administrative support professional to deliver high-level customer service to GP and clinical staff. Responsibilities include scheduling appointments, processing patient referrals, and maintaining documentation. The ideal candidate will have strong communication skills and experience in healthcare administration. Join a diverse and inclusive workforce committed to quality care.

Benefits

Diversity and inclusion initiatives

Support for apprenticeships

Disability Confident Employer

Qualifications

• Experience in providing secretarial support to healthcare professionals.
• Ability to process patient referrals accurately and efficiently.
• Strong communication skills to manage correspondence and calls.

Responsibilities

• Provide secretarial support to GPs and clinicians.
• Process patient referrals and triage patient needs.
• Manage correspondence for practice staff and handle incoming mail.

Skills

High-level customer service

Administrative support

Call handling

Appointment scheduling

Patient triage

Clinical coding

Tools

SystmOne

Job description

Northumbria Primary Care Ltd (NPC)

NPC is a pioneering partnership that manages several GP practices with around 50,000 registered patients across Northumberland and North Tyneside. The subsidiary is wholly owned by Northumbria Healthcare NHS Foundation Trust.

Role Overview

The successful candidate will be an employee of NPC and will provide high‑level customer service and administrative support to GP and clinical staff. The role is based at NPC Cramlington and may require occasional support at other practices within the group, with a focus on continuity of care.

Key Responsibilities

• Provide secretarial support to GPs and clinicians, including call handling, appointment scheduling, and patient triage.
• Answer telephone calls and respond to all enquiries, directing the public appropriately.
• Process patient referrals and ensure timely triaging according to urgency.
• Maintain and file emergency care documentation accurately; send copies to relevant health care professionals.
• Enter confidential information accurately into patient service systems, including routine coding of patient records.
• Contribute to the delivery of a comprehensive primary care medicines management system, undertaking activities that support efficient medication delivery.
• Assist with clinical coding of patient records to ensure accurate medical history entry.
• Support the audit cycles for QOF, CQC and Quality Improvement work.
• Manage shared care agreements and support income generation where appropriate.
• Carry out clerical duties, including managing correspondence, taking minutes of meetings and processing patient referrals.
• Distribute incoming and outgoing mail and manage correspondence for practice staff.
• Provide an important patient‑facing role by proactively identifying and working with frail/elderly patients and those with long‑term conditions to coordinate and navigate care across pharmacy services.
• Prepare information for the Pharmacy team to complete medication reviews.
• Support new and existing staff with advice on SystmOne and other clinical systems.
• Provide comprehensive administration service to practice staff, including managing correspondence, taking minutes of meetings, secretarial duties and processing patient referrals.
• Support the generation of income and assist with shared care agreements.

Additional Responsibilities

Applicants must satisfy fit and proper person requirements (FPPR) and may be subject to pre‑employment checks in line with CQC and NHS England guidance.

Certificate of Sponsorship

Northumbria Healthcare NHS Foundation Trust holds a sponsorship licence. Applicants must meet UKVI eligibility requirements and will be assessed for skilled worker visa eligibility. Successful applicants will be required to pay for their own DBS certification, which will be deducted from the first monthly pay.

EEO and Diversity Statement

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 applications from people of all backgrounds, particularly Black, Asian and Minority Ethnic (BAME) candidates, LGBT+ and disabled candidates. We are a Disability Confident Employer, a Stonewall Diversity Champion, and a Gold award holder of the Defence Recognition Scheme. We support apprenticeships, age positive employment and are a mindful employer.

Contact for Adjustments

If you require any reasonable adjustments to attend an interview, please call the HR Recruitment Team on 0191 203 1415 option 2.

Application Advice

Please read the ‘applicant guidance notes’ before submitting your application and ensure you understand all requirements before applying.