Senior Customer Care Administrator | Northumbria Primary Care

Northumbria Healthcare NHS Foundation Trust; Ashington; On-site; GBP 20,000 - 25,000; Part time

Job summary

A healthcare organization in Ashington is seeking a motivated senior customer care administrator. The ideal candidate must have strong customer service and administrative skills, ideally with experience in primary care. Responsibilities include answering calls, providing admin support, and ensuring excellent customer service to patients. This role is part-time, and applicants can discuss hours during the interview process. Closing date for applications is November 19, 2025.

Qualifications

• Experience in primary care is preferred.
• Ability to prioritize workload without supervision.
• Full training on SystmOne provided.

Responsibilities

• Answer telephone calls and respond to all enquiries.
• Provide general admin support to practice staff.
• Process patient referrals and ensure timely appointments.
• Provide a high standard of customer care to patients.
• Contribute to audit cycles for QOF, CQC, and Quality Improvement.

Skills

Customer service skills

Administrative skills

Organizational skills

IT skills

Tools

SystmOne

Job description

Position Overview

We are looking to recruit a friendly, motivated and professional senior customer care administrator to join our team. Ideally, the successful candidate will have a background of working in primary care, as well as strong customer service and administrative skills.

This position will be based at NPC Lintonville.

The successful candidate will be providing a high level of customer service to patients of NPC practices. This is a post for part time positions and hours would be considered and explored further at interview stage.

Northumbria Primary Care (NPC) 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.

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.

While 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.

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

Responsibilities

• 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.
• Provide a high standard of customer care to patients, relatives & visitors.
• Ensure that all patient documentation is coded & filed in a timely manner, and all relevant documentation is filed in the patient notes.
• 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.
• Provide support & advice to new members of staff and existing staff on SystmOne.
• Provide comprehensive administration service to practice staff incl. managing correspondence, taking minutes of meetings, secretarial duties and processing patient referrals.
• Process and distribute incoming (and outgoing) mail.
• 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.
• Provide time, capacity and expertise to support people in preparing information for the Pharmacy team to complete medication reviews.
• Contribute to the audit cycles for QOF, CQC and Quality Improvement work.
• Manage shared care agreements and support with the generation of income.
• Carry out clerical duties required by the role.

Qualifications

Ideally, the successful candidate will have a background of working in primary care, as well as strong customer service and administrative skills. 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.

Application Note

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.

Closing Date

This advert closes on Wednesday 19 Nov 2025.