Senior Customer Care Administrator

Job overview

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

This position will be based at our NPC Elsdon and NPC Cramlington. 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.

Detailed job description and main responsibilities

• To provide a high standard of customer care to patients, relatives and visitors.
• To ensure that all patient documentation is coded and 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.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.