Senior Customer Care Administrator | Northumbria Primary Care

Northumbria Healthcare NHS Foundation Trust; Hexham; On-site; GBP 22,000 - 30,000; Full time

Job summary

A regional healthcare provider is seeking a motivated Senior Customer Care Administrator in Hexham. The role includes providing exceptional customer service, administrative support, and managing patient information within a fast-paced environment. Applicants should possess strong organizational and IT skills and be capable of prioritizing tasks effectively. Training will be provided on SystmOne, which is essential for patient documentation. Join this dynamic organization to contribute significantly to patient care and support.

Benefits

Comprehensive training

Supportive work environment

Qualifications

• Experience in a customer care or administrative role.
• Excellent verbal and written communication skills.
• Ability to manage time effectively and complete tasks without supervision.

Responsibilities

• Provide secretarial support to GPs and clinicians.
• Answer telephone calls and direct public inquiries.
• Ensure timely appointments and process patient referrals.

Skills

Organisational skills

IT skills

Customer service

Communication skills

Ability to prioritise workload

Tools

SystmOne

Job description

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 Haydon Bridge and Allendale. The successful candidate will provide 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.

Key responsibilities

• Answer telephone calls & respond to all enquiries, directing the public as appropriate.
• Provide a 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.

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.

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.

Additional 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.

This advert closes on Sunday 4 Jan 2026.