Job Overview
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 Amble & Broomhill. 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, pushing the boundaries of how we deliver our services and facilitating greater opportunities for our staff.
Northumbria Primary Care Ltd (NPC) is a pioneering partnership with local GPs and manages several GP practices with around 120,000 registered patients in Northumberland and North Tyneside. Applicants may be asked to work at other NPC practices, but continuity is valued and will be limited as much as possible. NPC is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust.
Responsibilities
- Answer telephone calls and respond to all enquiries, directing the public appropriately.
- Provide general admin and secretarial support to GP and clinical staff, including managing correspondence, taking minutes of meetings and other clerical duties.
- Ensure timely appointments for patients, triaging according to urgency.
- Process patient referrals and admin coding of all patient records, ensuring accurate coding and entry into the clinical system.
- Ensure all emergency and inpatient 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.
- Contribute to the delivery of a comprehensive primary care medicine management system; undertake activities at practice level to support efficient and effective medicines delivery.
- Maintain and update inpatient records on SystmOne; provide ongoing training and development with all computer systems and disseminate this information to staff.
- Provide support and advice to new and existing staff on SystmOne usage.
- Process and distribute incoming and outgoing mail.
- Play a patient‑facing role to proactively identify and work with people, including the frail/elderly and those with long‑term conditions, to coordinate and navigate care and support across pharmacy services.
- Prepare information for the Pharmacy team to complete medication reviews.
- Contribute to audit cycles for QOF, CQC and quality improvement work.
- Manage shared care agreements and support the generation of income.
- Provide a high standard of customer care to patients, relatives and visitors.
Qualifications
- Ability to prioritise workload without supervision.
- Good organisational and IT skills.
- Experience in secretarial support within a clinical environment (preferred).
- Excellent telephone and interpersonal skills.
- Familiarity with patient service systems, such as SystmOne, is preferable; full training will be provided.
The advert closes on Thursday 30 April 2026.
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