Senior Customer Care Administrator in Cramlington

Main area: General Practice

Grade: NHS AfC: Band 3

Contract: Permanent

Hours: Full time/Part time/Flexible working (37.5 hours per week)

Site: NPC Northumbria Way Surgery, Town: Cramlington

Salary: £25,760 - £27,476 pro rata per annum

Closing date: 22/11/2026 23:59

Please note that NPC is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust. The successful applicant will be an employee of the subsidiary and not Northumbria Healthcare NHS Foundation Trust. While appointees will have a base practice within NPC, they may be asked to work at other practices across our group.

Flexible working offers choice in where, when, and how we work, ensuring patients remain at the heart of all we do. It’s open to everyone, and we aim to find solutions that work for both you and the organisation. All arrangements must be reasonable and balanced to maintain safe and effective patient care.

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 Northumbria Way, Seaton Terrace and Seaton Sluice. 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. You must be able to prioritise workload without supervision and have good organisational and IT skills. Provide secretarial support to GPs and clinicians. You will be required to help out on the telephones as and when required.

Main duties of the job:

• Answer telephone calls & respond to all enquiries directing the public as appropriate.
• Provide a 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.

Working hours will be 37.5hrs per week, covering various shift patterns which will include start times 08:00am - finish times 18:30pm with 1 late Enhanced Access shift finishing @ 20:00pm. The Enhanced Access shift will be rostered into the shift pattern. You will be required to cover 3 sites: Northumbria Way, Seaton Sluice, Seaton Terrace.

Working for our organisation: Northumbria Primary Care Ltd (NPC) is a pioneering partnership with local GPs and now manages several GP practices with around 50,000 registered patients in Northumberland and North Tyneside.

Detailed job description and main responsibilities:

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

Person specification:

• Qualifications / Professional Registration: GCSE Grade A-C in English Language and Mathematics or equivalent qualification and/or experience. Vocational Level 3 in relevant subject or equivalent qualification and/or experience. Primary Care or Pharmacy Experience.
• Experience and knowledge: Experience of working within a healthcare setting.
• Other Requirements: You may also need to travel between Trust premises as required for the performance of your duties. You may also be expected to work at any of the trust sites.

The Trust would consider making reasonable adjustments to the role, if necessary, to enable a disabled person to undertake the role. We recognise the positive value of diversity and inclusion and are committed to a workforce that is diverse, equal and inclusive. We welcome and encourage job applications from people of all backgrounds.