About this role
Job summary
Conisbrough Group Practice is seeking an enthusiastic, organised and proactive Service Integration Officer to join our growing team. This is a key operational role that supports the effective delivery of high-quality patient services across the practice.
The successful candidate will work closely with clinical and administrative teams to coordinate workforce planning, service improvement initiatives, patient engagement activities, complaints management, quality programmes and health campaigns. This is an excellent opportunity for an individual who thrives in a fast-paced environment and is passionate about improving patient care and service delivery.You will be working with another Service Integration Officer and be part of a wider administrative team of Care Navigators, Advanced Care Navigators, Secretarial and Administrative colleagues. The team is led by Operations Managers and a Business Manager.The hours will be worked over five days, with set start and finish times that can be agreed between 8am and 6pm.
Main duties of the job
As Service Integration Officer, you will:
Coordinate clinical and non-clinical workforce rotas and appointment systems.Support workforce planning and service capacity management.Lead and manage patient complaints investigations and responses.Coordinate patient group clinics and engagement initiatives.Deliver induction and training programmes for reception and care navigation teams.Manage Significant Event Analysis (SEA) processes and quality improvement activities.Lead audits, performance reporting and service development projects.Coordinate vaccination and national health campaigns, including Flu and COVID-19 programmes.Support achievement of Quality and Outcomes Framework (QOF) targets.Assist with governance, compliance, risk management and regulatory requirements.
About us
Conisbrough Group Practice is a large, forward-thinking GP practice committed to providing safe, effective and patient-centred healthcare to our local community.
Our team consists of GPs, nurses, healthcare professionals, care navigators and administrative staff who work collaboratively to deliver excellent primary care services. We are committed to continuous improvement, innovation and staff development, ensuring that our patients receive the highest standard of care while providing a supportive and rewarding working environment for our colleagues.
Our patient satisfaction results are something we are proud of, along with how easy it is too see one of our 19 doctors, 6 nurses and several other healthcare professionals in our practice.
We actively engage with our Primary Care Network (PCN), Integrated Care Board (ICB) and wider healthcare partners to improve outcomes for our population and help shape the future of local healthcare services. We invest in our practice and community so that we can give the best possible care to all.
Job description Job responsibilities
Job Purpose
The Service Integration Officer is responsible for coordinating and integrating operational and clinical support functions across the practice to ensure the efficient delivery of high-quality patient services. The post holder will oversee key administrative and service improvement activities, including clinical and reception workforce planning, patient engagement initiatives, complaints management, quality improvement programmes, audits, reporting, and the delivery of national and local health campaigns. The role supports continuous service development, regulatory compliance, and achievement of contractual and quality targets.
Job Description
Clinical System and Workforce Coordination
Manage and maintain the clinical system appointment diaries, ensuring accurate configuration and optimisation of clinical appointments.
Create, update and maintain clinical staff rotas within the clinical system, including GP, nursing, allied health professional and additional roles schedules.
Coordinate and manage reception and care navigation rotas to ensure appropriate staffing levels and service coverage.
Support workforce planning by identifying gaps in clinical and administrative capacity and escalating concerns where appropriate.
Develop and maintain staff timetables for designated staff groups, including GP Registrars, nursing teams and other multidisciplinary staff.
Liaise with educational supervisors and management teams to support registrar placements and training requirements.
Patient Services and Group Clinics
Coordinate and deliver group patient clinics and education programmes in line with practice objectives. Support the planning, promotion and organisation of patient group consultations. Monitor attendance and outcomes of group clinics and provide feedback and recommendations for service improvement. Work collaboratively with clinicians to identify opportunities for innovative patient engagement and service delivery.
Complaints Management
Act as lead investigator and coordinator for allocated patient complaints.
Ensure complaints are acknowledged, investigated and responded to within agreed timescales and organisational procedures.
Liaise with clinicians and staff to gather relevant information and prepare comprehensive complaint responses.
Identify trends and learning opportunities arising from complaints and support implementation of service improvements.
Maintain accurate complaint records and provide regular reports to senior management.
Training and Staff Development
Lead the induction process for new members of the Care Navigation and Reception Teams.
Deliver training on care navigation principles, patient access processes and practice systems.
Assess training needs and coordinate ongoing development opportunities for team members.
Develop and maintain training materials, guidance documents and standard operating procedures.
Support competency assessments and contribute to staff performance development processes.
Significant and Learning Event Analysis Management
Coordinate and manage the practice Significant Event Analysis (SEA) programme.
Support staff in reporting, investigating and documenting significant events.
Facilitate SEA meetings and ensure actions are monitored and completed.
Maintain records of learning outcomes and evidence of improvements arising from event reviews.
Promote a culture of continuous learning, quality improvement and patient safety.
Audits, Reporting and Quality Improvement
Plan, coordinate and oversee clinical and operational audits across the practice.
Produce regular reports and performance data for management, clinical teams and external stakeholders.
Analyse trends and performance indicators to support service improvement initiatives.
Monitor compliance with key contractual, regulatory and quality requirements.
Support the development and implementation of quality improvement projects.
Health Campaign Management
Coordinate the planning, implementation and evaluation of seasonal and national health campaigns.
Lead operational delivery of vaccination campaigns including Flu and COVID-19 programmes.
Monitor uptake rates and develop strategies to improve patient participation.
Coordinate call and recall systems to maximise achievement of vaccination targets.
Work collaboratively with Primary Care Network (PCN), Integrated Care Board (ICB) and wider healthcare partners as required.
Quality Outcomes Framework
Provide operational oversight of Quality and Outcomes Framework (QOF) performance.
Monitor QOF achievement against targets and identify areas requiring intervention.
Work with clinical teams to ensure effective patient recall and management processes.
Produce regular QOF performance reports and action plans.
Support clinicians and administrative teams to maximise achievement of quality indicators.
Ensure accurate coding, data quality and maintenance of clinical records to support QOF delivery.
Governance, Compliance and Risk
Support compliance with Care Quality Commission (CQC) standards, NHS regulations, and Practice policies. Take an active role to ensure the practices readiness for inspections and reviews from regulators and commissioners such as the CQC and ICB. Maintain health and safety, infection control, and data protection standards. Identify operational risks and take practical steps to resolve issues.
Finance and Resources
Monitor resources, equipment, and space to ensure smooth operations. Ensure cost effective use of resources in daily operations.
Communication and Teamwork
Act as a key point of contact. Build effective working relationships with staff, patients, PCN colleagues, and suppliers. Represent the Practice at external meetings.
Other Duties and Expectations
Provide temporary cover for selected responsibilities when required, such as during periods of annual leave Maintain knowledge of and compliance with Practice policies and procedures relating to this post Attend relevant training courses as requested by the Business Manager and Practice Partnership, including assigned statutory and mandatory training Undertake any other duties as required by the Practice and determined by the Business Manager and/or Practice Partnership Promote the welfare of children, young people and vulnerable adults and comply with the practice safeguarding policies and procedures. Maintain strict confidentiality regarding patient, staff and business information and comply with practice policies and procedures Follow practice policies in relation to Health and Safety and Patient Safety Be committed to equality, diversity and appropriate professional conduct Work within scope of practice and avoid decision making outside of competence
Person Specification
Qualifications Essential
Educated to GCSE level (or equivalent) including English and Maths.
Desirable
NVQ Level 3 or equivalent qualification in Business Administration, Management or Healthcare Administration.
Experience Essential
Understanding of healthcare services and patient-centred care. Knowledge of quality improvement processes and performance monitoring. Awareness of confidentiality, information governance and GDPR requirements. Understanding of complaints handling and customer service principles. Excellent organisational and time management skills. Strong communication and interpersonal skills. Ability to work independently and as part of a multidisciplinary team. Strong IT skills, including Microsoft Office applications. Ability to interpret data and present information clearly. Problem-solving skills with a proactive and flexible approach. High level of attention to detail and accuracy.
Desirable
Previous experience in General Practice or NHS Primary Care. Experience of clinical systems such as SystmOne. Experience supporting QOF, audits, vaccination programmes or service improvement projects. Knowledge of CQC standards and NHS contractual requirements. Understanding of workforce planning and rota management. Familiarity with Significant Event Analysis and quality improvement methodologies. Enthusiastic and motivated. Committed to continuous improvement and learning. Professional, trustworthy and resilient. Passionate about delivering excellent patient services and improving healthcare outcomes.
Disclosure and Barring Service Check 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 (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Conisbrough Group Practice
Address The Stone Castle Centre
Gardens Lane
Conisbrough
South Yorkshire
DN12 3JW
United Kingdom
Employer's website https://conisbroughgrouppractice.co.uk/ (Opens in a new tab)