Senior Customer Care Administrator

Northumbria Healthcare NHS Foundation Trust

Senior Customer Care Administrator

The closing date is 10 November 2025

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

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
• 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 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.

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 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 Experience and knowledge

• Experience of working within a healthcare setting

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.

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

Address

Haydon Bridge and Allendale Medical Practice

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

Contract

Permanent

Reference number

705RW-HAS

Job locations

Haydon Bridge and Allendale Medical Practice