Senior Customer Care Administrator

NHS; Whitley Bay; On-site; GBP 24,000 - 27,000; Full time

Job summary

A prominent healthcare provider is seeking a Senior Customer Care Administrator in Whitley Bay. This role involves delivering high-quality customer service, ensuring patient documentation is managed effectively, and providing administrative support to healthcare staff. Ideal candidates should possess strong organizational skills and experience in a healthcare environment. The position offers a salary of £24,937 to £26,598 pro rata per annum.

Qualifications

• GCSE Grade A-C in English Language and Mathematics or equivalent.
• Vocational Level 3 in relevant subject or equivalent experience.
• Experience working within a healthcare setting.

Responsibilities

• Provide a high standard of customer care to patients and visitors.
• Ensure patient documentation is coded and filed timely.
• Support practice staff with administrative tasks.

Skills

Organisational skills

IT skills

Customer service skills

Communication skills

Education

GCSE Grade A-C in English Language and Mathematics

Vocational Level 3 in relevant subject

Tools

SystmOne

Job description

Go back Northumbria Healthcare NHS Foundation Trust

Senior Customer Care Administrator

The closing date is 17 November 2025

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

This position will be based at one of our North Tyneside practices in North Shields (NPC Spring Terrace or NPC Nelson) or Whitley Bay (NPC Park Parade or NPC 49 Marine Avenue). 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.

**** Previous applicants need not apply ****

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.
• 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.

About us

Northumbria Primary Care Ltd (NPC) is a pioneering partnership with local GPs and now manages several GP practices with around 50,000 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.

Make sure to read the 'applicant guidance notes' before submitting your application and make sure you know everything there is to know before applying to join our fantastic organisation.

Job 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 including 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

• 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.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Northumbria Healthcare NHS Foundation Trust

£24,937 to £26,598 a year pro rata per annum