Administrator in Newquay

Job title Administrator Line manager Operations Manager Hours per week Full time Approx 36 hours per week

Job summary

To provide high quality administrative support to GPs, practice managers, nurses and other healthcare professionals, ensuring smooth day to day running of the surgery and excellent patient service.

The post-holder will be an integral part of the general practice team.

Statement of purpose

Newquay Health Centre exists to provide safe, high quality, and compassionate primary care services that meet the needs of our local community.

We are committed to delivering patient centred care with dignity, respect, and professionalism, while safeguarding the wellbeing of children, adults at risk, and all those who use our services.

We work collaboratively as a multidisciplinary team, valuing openness, integrity, inclusivity, and continuous improvement.

We aim to create a supportive and positive working environment where staff feel valued, supported, and empowered to deliver excellent care.

• Primary key responsibilities
• Reception Cover Work scheduled reception shifts on a rota basis, covering morning, afternoon or late sessions as required by the practice.
• Provide front of house support including greeting patients, checking in, managing waiting areas, and ensuring a calm, professional environment.
• Handling urgent queries, identifying red flags and escalating concerns to clinical staff promptly.
• Process incoming and outgoing mail.
• Undertake all mandatory training and induction programs.
• Patient Administration Managing high volume incoming calls using the practices call-handling system, ensuring timely and accurate reposes.
• Booking, amending, and cancelling appointments in line with practice protocols and clinical triage systems.
• Recording accurate messages for GPs, nurses and other clinicians, ensuring urgent matters are flagged appropriately.
• Signposting patients to appropriate NHS or community services as appropriate.
• Supporting patients with online access, NHS App queries, and digital registration processes.
• Inputting data into patients healthcare records as necessary.
• Clinical care navigation.
• Document Management and Coding Receiving, scanning, and coding clinical correspondence including hospital letters, discharge summaries, and test results.
• Using accurate SNOMED coding to ensure correct clinical data entry.
• Maintaining electronic filing systems and ensuring documents are processed within agreed timescales.
• Clinical System Use Using EMIS to update patient records, book appointments, and manage tasks.
• Use Microsoft Office for letters, spreadsheets, data entry, and reporting.
• Development opportunities in other areas: Referrals Processing.
• Preparing and submitting referrals through the NHS e Referral Service (e RS) and other pathways.
• Ensuring all required clinical information, attachments, and coding are included before submission.
• Tracking referral progress, updating patient records, and informing patients of outcomes or next steps.
• Liaising with hospitals, community teams, and external providers to resolve referral queries or delays.
• Maintaining accurate logs for two week wait (2WW) and urgent referrals.
• Typing & Correspondence Producing letters, reports, medical summaries, and insurance forms using audio typing and templates.
• Ensuring all correspondence is accurate, wellformatted, and completed within required deadlines.
• Managing outgoing mail, secure email communication, and document distribution.
• Supporting clinicians with administrative tasks such as dictation, form completion, and report preparation.
• Generic responsibilities
• Treat everyone with dignity and respect, promoting equality, diversity and inclusion for patients, colleagues and visitors.
• Work safely and responsibly, taking reasonable care of your own health and wellbeing and that of others, and following health, safety, fire and security procedures.
• Maintain confidentiality at all times, protecting patient information and protecting privacy in line with practice policies.
• Contribute to quality and improvement, sharing ideas, learning from experience and working with the team to continually improve patient care.
• Engage fully in induction, training and development, including completing mandatory training and keeping your knowledge and skills up to date.
• Work collaboratively as part of the team, communicating clearly, managing your workload effectively and supporting colleagues when needed.
• Use clinical systems and information appropriately, ensuring accurate data recording and adherence to relevant policies and procedures.
• Maintain professional standards of conduct, appearance and behaviour in line with practice expectations.
• Support a secure working environment, remaining vigilant and following access, password and security requirements.
• Manage leave responsibly, following practice procedures and working with your manager to ensure service continuity.

Person specification

Qualifications Essential Desirable A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English Experience Essential Desirable Experience of working with the general public Experience of administrative duties Experience handling high-volume telephone calls and managing competing priorities Experience of working in a healthcare setting and knowledge of EMIS system Knowledge and skills Essential Desirable Excellent communication skills and effective in communicating and understanding patient needs Competent in the use of MS Office and Outlook Problem solver with the ability to process information accurately and effectively, interpreting data as required Ability to use own initiative, discretion, and sensitivity Understanding of clinical coding, scanning and document workflow Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity Ability to work as a team member and autonomously Sensitive and empathetic in distressing situation Good organisational skills Clinical IT system user skills and the ability to record accurate notes Punctual and committed to supporting the team effort High levels of integrity and loyalty Clear, polite telephone manner Flexible and cooperative Understanding of safeguarding adults and children Emotional resilience and ability to work well under pressure Other requirements/wider responsibilities Essential Desirable Ability to work set reception shifts to include 2 long shifts per week at 8.00 / 8.30am starts until 6.00 / 6.30pm finishes

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