Primary Care Services Administrator @ Norfolk Primary Care C.I.C.

Job summary

Unfortunately NPC does not hold a license for Visa Sponsorship and cannot progress any applications for candidates without the right to work in the UK.

Fixed term, starting as soon as possible until 31 March 2027

Hours: 37.5 hours per week

Salary:£25,875 per annum

Main duties of the job

The Primary Care Services Administrator will provide high-quality, comprehensive and proactive administrative support across NPCs patient-facing primary care services, with a particular focus on Enhanced Access, GP Front Door, the Flexible Staffing Pool and the Home Visiting Service.

Working closely with the Primary Care Services Project Manager, fellow administrator, clinicians and the wider operational team, the postholder will support the efficient coordination and delivery of these services.

This will include assisting the administration team with scheduling, staffing arrangements and maintaining accurate administrative systems, as well as providing cover for Home Visiting Service coordination when required. These activities will contribute to safe, effective services and a positive patient experience.

The role requires excellent organisational and communication skills, a professional approach and the ability to work autonomously, manage competing priorities and respond flexibly to changing service needs.

About us

Norfolk Primary Care Ltd is a Community Interest Company. It was established to:

• Support and strengthen primary care and to promote and assist practices to improve quality by working with and on behalf of primary care in Norfolk.
• Help with challenges identified by practices workload, GP recruitment, sharing best practice.
• Recognise the changing nature of primary care and assist to ensure that the right level of service is provided to address the needs of the local population.
• Provide benefit to patients of primary care, the clinicians and administrators who work in it and practice organisations in Norfolk.
• Work within health systems to provide patient care in innovative and solution-focused ways.
• We offer successful candidates a supportive working environment, competitive salary, excellent working conditions and the benefits of the NHS pension scheme. Other benefits include access to NHS discounts and discounted First Bus travel.

If you are interested in working in an organisation committed to a culture of professionalism, growth, integrity, positivity and kindness then we would love to hear from you.

Job description

Job responsibilities

Key Responsibilities

Enhanced Access

NPC is subcontracted to deliver Enhanced Access services across three Primary Care Networks (PCNs) in North Norfolk. Services operate between 15:45 and 20:00 Monday to Friday and 09:00 and 17:00 on Saturdays, delivered through 12 access hubs. Roving clinicians also provide additional support during core hours.

Working alongside the existing administrator and under the direction of the Primary Care Services Project Manager, the postholder will undertake day-to-day administrative tasks to support the coordination and delivery of Enhanced Access services. Responsibilities include, but are not limited to:

• Assist with preparing and updating rotas in line with the agreed operational model.
• Support the booking of clinical and administrative staff to facilitate the delivery of more than 2,000 appointments each month.
• Circulate available shifts internally, send shift confirmations and assist with arranging replacement cover following cancellations.
• Add and update clinics within the relevant SystmOne clinical unit, following agreed processes.
• Communicate scheduled sessions, shift changes and cancellations to access hubs, practices and clinicians.
• Send consultation summaries securely to patients registered practices following Enhanced Access clinics.
• Follow up with practices regarding referrals in line with agreed procedures, highlighting outstanding actions to the administrator or Project Manager.
• Process daily administrative tasks generated by clinicians, including directing unassigned tasks, messages and requests to the appropriate practice or staff member.
• Respond to routine queries from practices and clinicians, referring more complex queries or issues to the administrator or Service Lead.
• Provide administrative cover during colleagues absence, with support and guidance available as required.

Home Visiting Service

NPC delivers a Home Visiting Service across Norwich, supporting 17 GP practices to provide care for patients in their own homes and care homes. The service combines visits for patients with acute needs with proactive care for vulnerable and housebound patients.

The team aims to reduce avoidable hospital admissions and support the delivery of timely, coordinated and consistent primary care, working closely with the patients registered practices and other healthcare professionals.

The postholder will develop an understanding of the service and its day-to-day coordination processes to provide administrative support and cover for the Home Visiting Service Coordinator when required. This will include receiving and processing visit requests, liaising with practices and clinicians, updating schedules and clinical systems, and communicating changes promptly. Tasks will be undertaken in line with agreed procedures, with support from the Coordinator and Project Manager and clinical queries referred to the appropriate clinician.

The postholder will also attend the weekly Home Visiting Service team meeting at head office, take accurate meeting notes and circulate agreed actions to support effective communication and follow-up.

GP Front Door and Staff Support Service:

The GP Front Door (GPFD) service operates at James Paget University Hospital and Queen Elizabeth Hospital to help reduce pressure on Emergency Departments (ED). Patients attending ED whose needs can be appropriately managed within primary care may be streamed to an onsite GP or Advanced Nurse Practitioner (ANP) for assessment and treatment.

The GPFD Staff Support Service at James Paget University Hospital provides hospital employees with access to primary care appointments seven days a week, alongside a dedicated weekly clinic. The service supports staff to seek timely advice and treatment, helping them remain at work or return sooner where appropriate.

Working alongside the existing administrator and under the direction of the Project Manager for Primary Care Services, the postholder will support the day-to-day administration of both services.

• Assist with preparing and maintaining clinical rotas for GPFD services operating seven days a week, 365 days a year.
• Circulate available shifts, issue booking confirmations and assist with arranging cover for cancellations or gaps in the rota.
• Communicate staffing arrangements and rota changes to clinicians and reception teams.
• Support clinical system administration, including processing and directing tasks and referrals in line with agreed procedures.
• Assist with setting up and maintaining appointment ledgers for the Staff Support Service.
• Respond to routine queries, referring clinical questions and more complex operational issues to the appropriate clinician, administrator or Service Lead.
• Provide administrative cover during colleagues absence, with support and guidance available as required.

Flexible Staffing Pool

NPC coordinates a Flexible Staffing Pool to help GP practices across Norfolk and Waveney access additional clinical support. The service matches available clinicians with practice requirements, helping to maintain service continuity, respond to staffing shortages and support practice resilience.

The postholder will assist the team with the day-to-day administration of the Flexible Staffing Pool, working under the guidance of the existing administrator and Project Manager.

• Assist with receiving and recording requests for clinical support from practices, gathering the information needed to arrange cover.
• Support the circulation of available opportunities to suitable clinicians and help maintain records of their availability.
• Assist the team with identifying available clinicians to meet practice requirements, referring booking decisions or queries to the administrator or Project Manager.
• Send booking confirmations once arrangements have been agreed, including shift times, locations, breaks and relevant practice information.
• Update booking records and communicate agreed changes or cancellations, supporting the team to source replacement cover where required.
• Assist with checking and recording onboarding and compliance information, highlighting any gaps to the appropriate colleague.
• Respond to routine administrative queries from practices and clinicians, referring more complex matters to the administrator or Service Lead.
• Help collate booking and activity information to support service monitoring, reporting and financial reconciliation.
• Provide administrative support during colleagues absence, following agreed procedures and with guidance available as required.

I.T

• Maintain I.T functionality requests. Liaise with the IT department should any issues arise. Escalation of issues to line manager if not resolved.

Creation and maintenance of logins for any clinicians or staff who require it via our technical support team.

Person Specification

Qualifications

Essential

• Evidence of continued learning and a willingness to undertake training relevant to the role.
• Good standard of written English and numeracy, demonstrated through qualifications or relevant experience.

Desirable

• Relevant qualification in administration, business support or customer service.
• Training in information governance, data protection or confidentiality within healthcare.

Experience

Essential

• Previous experience of working in an administrative role within a primary care setting, such as a GP practice.
• Practical experience of using SystmOne, including appointment management, patient records and administrative tasks.
• Experience of organising administrative work, managing priorities and meeting deadlines.
• Experience of using Microsoft Office, including Outlook, Word and Excel.
• Experience of communicating with patients, practice teams and healthcare professionals.
• Understanding of confidentiality, data protection and the secure handling of patient and staff information.
• Understanding of the pressures facing primary care and the importance of accurate, timely administrative support.

Desirable

• Experience of supporting clinical staffing services.
• Experience of administering appointment ledgers and clinic templates within SystmOne.
• Experience of supporting rotas, coordinating bookings or arranging staff cover.
• Experience of healthcare document management systems.
• Experience of providing administrative support across more than one service or location.

Skills and Abilities

Essential

• Strong organisational skills, with the ability to prioritise agreed tasks and respond to changing service needs.
• Accurate keyboard and data-entry skills, with close attention to detail when updating clinical systems, rotas and booking records.
• Clear, professional and courteous verbal and written communication skills, adapting communication to patients, colleagues and other professionals.
• Ability to work independently on delegated tasks, follow agreed procedures and recognise when to seek guidance or escalate concerns.
• Ability to work collaboratively, support colleagues and provide administrative cover when required.
• Ability to handle routine queries, communicate changes promptly and maintain accurate records of actions taken.
• Ability to take clear, accurate meeting notes and record agreed actions.
• Ability to remain calm, organised and professional when working under pressure or dealing with sensitive enquiries.
• Ability to collate and check basic numerical information to support service monitoring and reporting.
• Ability to maintain confidentiality and apply information governance requirements in day-to-day work.

Desirable

• Ability to use Excel to maintain trackers and produce straightforward activity summaries.
• Ability to suggest practical improvements to administrative processes.

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

Norfolk Primary Care C.I.C.

Address

3rd Floor, Reed House

Peachman Way

Broadland Business Park

Norwich

NR7 0WF

United Kingdom

Employer's website

https://norfolkprimarycare.com/ (Opens in a new tab)