About this role
Job summary
The Business Support Officer will provide a professional, efficient, and comprehensive business support and administrative service to the Senior Leadership Team. The post holder will act as key point to contact for internal and external stakeholders, managing incoming telephone calls and enquiries from GP practices, patients, partner organisations, and other stakeholders, ensuring that all communications are handled promptly and courteously.
The post holder will support service delivery through effective administration, data management, stock monitoring and ordering, and the coordination of operational processes.
Working closely with Head of Finance, the Business Support Officer will support financial administration activities, including raising invoices, processing payments and maintaining accurate records. The post holder will be expected to work independently, prioritise competing demands and contribute to the delivery of a high-quality, responsive service across the organisation.
This role requires excellent organisational, communication and customer service skills, together with a strong attention to detail and the ability to work collaboratively with clinical and non-clinical colleagues.
Main duties of the job
Provide professional administrative and customer support to patients, GP practices, healthcare professionals, and stakeholders. Manage referrals, appointments, patient records, waiting lists, and service administration using TPP SystmOne and NHS e-Referral systems. Handle enquiries via phone and email, maintain accurate records, support communication between healthcare organisations, and assist with reporting and service performance monitoring. Undertake general administration, stock control, financial administration, and workforce coordination support when required. Ensure compliance with organisational policies, confidentiality, GDPR, and information governance standards while contributing to team development and continuous service improvement.
About us
At ELM Alliance, we are proud to be the largest at scale provider of primary care services in the South Tees area, uniting 30+ GP practices across Eston, Redcar and Cleveland (formerly Langbaurgh), and Middlesbrough.
Our journey began with a simple but powerful vision: to deliver the highest standards of patient-centred care while supporting the evolving needs of our local communities.
Our strength lies in partnership. By working closely with GP practices, Primary Care Networks (PCNs), local authorities, and healthcare providers, we are building a more integrated, accessible, and responsive healthcare system. In a time of rapid change across the NHS, we believe collaboration isnt just beneficial its essential.
Job description Job responsibilities
Duties and responsibilities of the role:
Provide a professional, responsive and welcoming service to patients, GP practices, Healthcare Professionals, and other stakeholders, both by telephone and email, promoting a positive image of the organisation at all times.Manage day to day referrals in to the GP Enhanced Access Service and Community Sexual Health Service, ensuring referrals are processed accurately and that practices receive their allocated appointment capacity.Respond to queries from GP practices and other stakeholders in a timely manner.Maintain an excellent working knowledge of TPP SystmOne, including creating and managing patient referrals, monitoring waiting lists, updating patient records, and supporting service administration.Create, maintain and amend appointment templates within SystmOne to support service delivery and maximise appointment utilisation.Access, monitor and manage generic email inboxes, ensuring enquiries, requests and referrals are actioned promptly and directed to the appropriate staff where required.Facilitate effective communication between patients, GP practices, primary care teams, secondary care providers and other Healthcare organisations, ensuring information is shared accurately and appropriately.Process administrative tasks arising from clinical services, including supporting the management of urgent and routine referrals, such as Two Week Wait referrals through the NHS e-Referral Service (e-RS).Initiate and respond to communication from patients, colleagues, healthcare professionals and external agencies in a professional and timely manner.Provide general administrative support, including filing, scanning, document management, data entry and maintaining accurate records.Support stock management processes, including monitoring stock levels, ordering stationary and clinical/non-clinical supplies, and maintaining appropriate inventory records.Work closely with the Head of Finance to support financial administrative activities, including raising invoices, processing payments, and maintaining accurate financial records in accordance with organisational procedures.Produce routine reports and data as required to support the operational and service performance monitoring.Ensure that all work is carried out in accordance with organisational policies, information governance requirements, confidentiality standards and GDPR regulations.Participate in team meetings, training and continuous service improvement activities as required.Undertake any other duties commensurate with the grade and nature of the post.Support the workforce coordinator during periods of annual leave, absence or increased service demand, ensuring continuity of workforce planning activities.Confidentiality
All staff and contractors working for the ELM Alliance Ltd have both a common law duty and a statutory duty of confidentiality to protect patient (and indeed any personally identifiable) information and only use it for the purposes for which it was intended. The disclosure and use of confidential patient information need to be both lawful and ethical.
Information Governance
ALL staff must keep up to date with the requirements of information governance and must follow ELM Alliance Ltd policies and procedures to ensure that ELM Alliance Ltd information is dealt with legally, securely, efficiently and effectively. Staff must appropriately manage the records they create or hold during the course of their employment with ELM Alliance Ltd, making the records available for sharing in and confidentiality policies, procedures and guidelines (e.g. Freedom of Information Act 2000, Caldecott Guidelines).
Health & Safety:
All staff have a duty to ensure the health and safety of themselves and others whilst at work. Safe working practices and health and safety precautions are a legal requirement. ALL accidents must be reported to your manager and in-line with the general philosophy of ELM Alliance Ltd; you must participate in accident prevention by reporting hazards and following relevant policies and procedures including Moving and Handling Guidelines.
Risk Management
You are required to contribute to the control of risk and use the incident reporting system to alert ELM Alliance Ltd of incidents or near misses that may compromise the quality of services.
Infection Control:
All staff have a duty to comply with all ELM Alliance Ltd policies and guidelines in relation to Infection Prevention and Control. You have a duty to ensure that you minimise the risk of infection and infectious diseases. This responsibility includes minimising the risk by highlighting any concerns you may have to the appropriate person as identified in the policies and guidelines and challenging inappropriate infection control and hygiene practice.
Equality & Human Rights
ELM Alliance Ltd will ensure that job applicants and prospective and current employees are treated solely on the basis of their merits, abilities and potential without any unjustified discrimination on grounds of age, gender, gender reassignment, sexual orientation, disability, family circumstances, race, colour, nationality, ethnic origin, religion or belief, trade union activity and social and economic status.
Person Specification
Skills and Knowledge Essential
Excellent verbal and written communication skills Ability to use SystmOne effectively, including managing referrals, waiting lists and appointment templates. Strong organisational skills with the ability to manage multiple priorities. Excellent attention to detail and accuracy. Ability to work independently and use initiative whilst recognising when to seek advice. Strong customer service and interpersonal skills Ability to build positive working relationships with colleagues and stakeholders. Ability to handle confidential and sensitive information appropriately. Competent data entry and record management skills.
Qualifications Essential
Good standard of education including GCSE (or equivalent) in English and Mathematics at Grade C/4 or above.
Desirable
Business Administration Qualification (NVQ Level 3 or above)
Experience Essential
Experience of working in an administrative or business support role. Experience of managing telephone and email enquires from a range of stakeholders. Experience of maintaining accurate records and databases. Experience of prioritising and managing a varied workload within competing deadlines. Extensive experience of using SystmOne Working in a busy office environment.
Desirable
Experience of working in the NHS/Primary Care Setting
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name ELM Alliance LTD
Address Hirsel Medical Centre
5 Trinity Mews
North Ormesby
Middlesbrough
Cleveland
TS3 6AL
United Kingdom
Employer's website https://www.elmalliance.co.uk/ (Opens in a new tab)