Service Support Officer

This is a fantastic opportunity to be part of an innovative, close-knit team delivering a range of primary care services across Leeds. The Service Support Officer will play a key role in supporting service delivery through high-quality administration, rota coordination, and patient support. Working closely with the Operational Team and clinical colleagues, the post holder will provide essential support including:

• Rota management
• Staff and patient contact
• Referral processing
• Appointment booking
• General administrative duties

They will act as a central point of contact for staff and patients, ensuring smooth day-to-day operations and contributing to the continuous improvement of services. The role will be aligned to specific areas of service delivery but will provide the flexibility to support across wider services and duties as needed.

The Leeds GP Confederation has two purposes:

• To be a voice for and represent General Practice in the Leeds Health and Care System.
• To hold contracts to enhance access to healthcare across Leeds and to provide a range of services to General Practices.

Job Responsibilities:

• Administration: Provide efficient and effective administrative support to the Operational Management Team and service delivery teams. Develop and maintain Standard Operating Procedures (SOPs) for administrative and rota functions. Support meetings with preparation of agendas, papers, action logs, and accurate minute taking. Manage diary invites for meetings. Maintain accurate records and databases to support service delivery and reporting.
• Rota Coordination: Develop, maintain, and coordinate rota schedules to ensure safe staffing and service delivery. Manage and update rotas, communicating changes promptly to relevant staff. Process leave requests and incorporate into rota planning. Monitor staffing levels, addressing gaps due to planned/unplanned absence, escalating where needed.
• Patient and Staff Contact: Act as an initial point of contact for telephone and email queries from patients, practices, and colleagues. Handle enquiries sensitively and confidentially, providing clear information and appropriate signposting.
• Referrals and Appointment Booking: Process patient referrals in line with agreed procedures, ensuring timely and accurate data entry. Book, confirm, and amend patient appointments using clinical systems (e.g., EMIS, SystmOne).
• Service Support and Quality: Support accurate data input and collection on service quality and performance. Contribute to continuous service improvement by identifying opportunities to enhance efficiency and patient experience.

Person Specification:

• Experience in a busy office or service environment, with competing priorities.
• Experience of working directly with the public and handling enquiries.
• Experience of rota management and/or appointment scheduling.
• Experience of working in a healthcare environment.
• Familiarity with clinical systems (e.g., EMIS, SystmOne).
• Competent in the use of Microsoft Office packages including Outlook, Word, Excel, and PowerPoint.
• Enthusiastic, proactive, and self-motivated with excellent time management.
• Excellent communication skills, both written and verbal.
• Strong organisational and problem-solving skills.
• High level of attention to detail and accuracy.

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 to check for any previous criminal convictions.