Locum Bank Primary Care Administrator in Redditch

Full Job Description is attached.

The Bank Primary Care Administrator will provide flexible administrative and reception support across a range of Primary Care services, pilots and improvement initiatives.

The postholder will help services operate safely, efficiently and professionally by welcoming patients, completing accurate registrations, maintaining clinical-system records, supporting patient flow, responding to enquiries, and completing service-specific opening, closing and administrative procedures.

Assignments may include urgent and same-day Primary Care services, Primary Care streaming or assessment units, enhanced-access services, outreach clinics, vaccination or screening programmes, long-term-condition initiatives, health-inequality projects, and other short- or medium-term Primary Care developments.

Bank staff will only be deployed to assignments for which they have completed the required induction, systems training and competency checks.

Main duties and responsibilities

• Reception and patient support
• Provide a professional, courteous and inclusive reception service.
• Welcome patients and confirm their identity using approved procedures.
• Register and arrive patients accurately on the relevant clinical or administrative system.
• Explain service processes, expected next steps and approximate waiting arrangements without offering clinical advice.
• Provide clear directions and practical assistance, including support with accessible routes and reasonable adjustments.
• Maintain awareness of the waiting area and promptly elevate concerns about patient safety, behaviour, capacity or deterioration.
• Support patients who require interpreters, communication assistance or other reasonable adjustments in line with local procedures.
• Manage telephone and face-to-face enquiries appropriately.
• Protect patient privacy and maintain confidentiality at all times.
• Respond appropriately to distressed, frustrated or challenging individuals, seeking support where necessary.
• Patient flow and service coordination
• Support the orderly movement of patients through the service.
• Work closely with clinicians and HCAs to maintain accurate information about arrivals, waiting patients, capacity and outstanding actions.
• Ensure patients are not marked as received, transferred or discharged until the relevant service process has been completed.
• Reconcile referrals, expected arrivals and actual attendances where required.
• Escalate non-arrivals, long waits, incomplete patient journeys and discrepancies in accordance with the relevant pathway.
• Support handovers between services, locations and shifts.
• Apply the agreed procedure when the service reaches capacity or must temporarily restrict access.
• Avoid providing clinical prioritisation or advice unless this forms part of a separately trained and authorised role.
• Clinical-system and information management
• Use authorised clinical and administrative systems, which may include EMIS, Surgery Connect, Docman, Microsoft 365 and other approved platforms.
• Enter information accurately, contemporaneously and in accordance with local procedures.
• Check patient demographics and contact information using approved identity-verification processes.
• Scan, upload, print and securely handle documents where required.
• Process messages, tasks and referrals within the defined scope of the assignment.
• Maintain accurate logs, trackers and service datasets.
• Follow system downtime and business-continuity arrangements.
• Report system, connectivity, printing or telephony problems promptly.
• Securely shut down or lock equipment and accounts at the end of use.
• Never share passwords, smartcards, access credentials or unauthorised patient information.
• General administration
• Prepare reception areas, forms, patient information and administrative equipment before a session.
• Complete assignment-specific opening and closing checklists.
• Maintain approved paper and electronic records.
• Support the preparation of appointment lists, clinic documentation and patient communications.
• Record service activity, delays, cancellations and operational issues.
• Assist with basic stock monitoring for stationery, forms and reception supplies.
• Support the collation of patient feedback and service-evaluation information.
• Participate in administrative audits and quality-improvement exercises.
• Undertake other administrative duties appropriate to the role and assignment.
• Safety, escalation and incident management
• Understand the emergency, fire, security and evacuation arrangements for each assigned site.
• Escalate immediately if a patient appears unwell or deteriorates; the administrator must not make a clinical assessment.
• Know how to summon clinical assistance and emergency support.
• Follow local procedures for aggressive behaviour, personal safety, lone working and controlled access.
• Report incidents, near misses, complaints, information-governance concerns and equipment failures.
• Maintain accurate incident and activity logs when directed.
• Participate appropriately in emergency or downtime exercises.
• Never work outside the defined scope of the role or continue an unsafe process without escalation.
• Safeguarding, equality and confidentiality
• Recognise potential safeguarding concerns and report them immediately through the appropriate route.
• Complete required safeguarding training for adults and children.
• Maintain confidentiality in accordance with data-protection, information-governance and organisational requirements.
• Treat all patients, carers and colleagues fairly, respectfully and with dignity.
• Support reasonable adjustments and accessible communication.
• Work in a culturally sensitive and non-discriminatory manner.
• Only access patient information required to undertake the assigned duties.
• Bank working requirements
• Keep availability and contact details up to date on the relevant bank or rostering system.
• Accept only shifts that the postholder can safely and reliably attend.
• Arrive punctually and complete the full booked shift unless formally released.
• Review assignment information before attending.
• Work across different locations and services, subject to competency and access requirements.
• Complete local induction before undertaking duties at a new site.
• Maintain all mandatory training, identification and system-access requirements.
• Notify the bank promptly of sickness, delay or inability to attend.
• Comply with local dress, identification and infection-prevention requirements.
• Understand that the availability of bank shifts will vary according to service demand.
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