About this role
Job summary
Are you organised, welcoming and confident working in a busy environment?
We are expanding our Primary Care staff bank and are looking for reliable and enthusiastic administrators to support a growing range of Primary Care services, projects and new initiatives.
This is an excellent opportunity for someone with reception, customer-service or administrative experience who would like flexible work while contributing to patient care. Previous healthcare experience would be helpful, but it is not essential for every bank position. What matters most is that you are professional, accurate, compassionate and willing to learn.
Main duties of the job
As a Bank Primary Care Administrator, you will provide essential reception and administrative support to patients, clinicians and operational teams. You may work across a variety of services, including:
urgent and same-day Primary Care services; Primary Care assessment or streaming units; enhanced-access services; evening and weekend clinics; vaccination and screening programmes; community and outreach clinics; health-inequality initiatives; long-term-condition programmes; and new Primary Care pilots and service developments.Your responsibilities may include:
welcoming patients and providing a professional reception service; confirming patient details and completing registration processes; using EMIS and other approved clinical or administrative systems; managing telephone and face-to-face enquiries; supporting safe and efficient patient flow; keeping clinicians informed about arrivals, delays and waiting patients; reconciling expected referrals against patients who arrive; escalating concerns about long waits, capacity, non-arrivals or patient welfare; preparing reception areas and completing opening and closing checks; maintaining accurate activity logs, trackers and service data; handling documents and confidential information securely; following system-downtime and business-continuity procedures; supporting patients who require reasonable adjustments or communication assistance; and reporting incidents, near misses and operational concerns through the appropriate process.
About us
Vertis Health is a federation of general practices delivering high-quality NHS services across Worcestershire. We were founded by local primary care clinicians and are owned by the practices we serve. As a purpose-led limited company, the money we generate is reinvested into the local healthcare economy, helping to strengthen services, support innovation and improve patient care.
Job description Job responsibilities
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
1. 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 escalate 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.2. Patient flow and service coordinationSupport 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.3. Clinical-system and information managementUse 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.4. General administrationPrepare 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.5. Safety, escalation and incident managementUnderstand 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.6. Safeguarding, equality and confidentialityRecognise 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.7. Bank working requirementsKeep 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.
Person Specification
Skills and Attributes Essential
Clear and professional verbal and written communication. Accurate data-entry and record-keeping skills. Calm, organised and courteous approach. Ability to follow procedures and escalation routes. Ability to recognise when support is required. Ability to work independently while remaining part of a wider team. Reliability, punctuality and flexibility. Ability to maintain appropriate professional boundaries. Confidence in learning new systems and local processes. Ability to communicate with people who have differing needs. Willingness and ability to travel between service locations where required.
Qualifications Essential
Good general standard of education, including literacy and numeracy. Ability to use computers, email and standard office applications. Understanding of confidentiality and the importance of accurate record keeping. Awareness of equality, dignity and respectful patient service. Willingness to complete all required mandatory and assignment-specific training.
Desirable
Customer-service, business-administration or healthcare-administration qualification. Previous training in EMIS or another Primary Care clinical system. Knowledge of Primary Care, urgent care or NHS administrative processes. Understanding of information governance, safeguarding and incident reporting. Knowledge of accessible communication and reasonable adjustments.
Experience Essential
Experience in a reception, customer-service, call-handling or administrative role. Experience of managing competing priorities in a busy environment. Experience of handling sensitive or confidential information. Experience of working effectively as part of a team.
Desirable
Previous experience in a GP practice, Primary Care service, community service, urgent-care setting or hospital. Experience of EMIS, Docman, Surgery Connect or another healthcare system. Experience of supporting clinics, patient flow or appointment services. Experience of flexible, temporary or bank working. Experience of working across multiple sites or service models.
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 Vertis Health
Address Vertis Health
Alexandra Hospital
Woodrow Drive
Redditch
B98 7UB
United Kingdom
Employer's website https://www.vertishealth.org.uk/ (Opens in a new tab)