Administrator

Job description

Job responsibilities

Job title

Administrator

Line manager

Operations Manager

Hours per week

Full time Approx 36 hours per week

Job summary

To provide high quality administrative support to GPs, practice managers, nurses and other healthcare professionals, ensuring smooth day to day running of the surgery and excellent patient service.

The post-holder will be an integral part of the general practice team.

Statement of purpose

Newquay Health Centre exists to provide safe, high quality, and compassionate primary care services that meet the needs of our local community. We are committed to delivering patient centred care with dignity, respect, and professionalism, while safeguarding the wellbeing of children, adults at risk, and all those who use our services. We work collaboratively as a multidisciplinary team, valuing openness, integrity, inclusivity, and continuous improvement. We aim to create a supportive and positive working environment where staff feel valued, supported, and empowered to deliver excellent care.

Primary key responsibilities

Reception Cover

• Work scheduled reception shifts on a rota basis, covering morning, afternoon or late sessions as required by the practice.
• Provide front of house support including greeting patients, checking in, managing waiting areas, and ensuring a calm, professional environment
• Handling urgent queries, identifying red flags and escalating concerns to clinical staff promptly
• Process incoming and outgoing mail

Undertake all mandatory training and induction programs

Patient Administration

• Managing high volume incoming calls using the practices call-handling system, ensuring timely and accurate reposes
• Booking, amending, and cancelling appointments in line with practice protocols and clinical triage systems
• Recording accurate messages for GPs, nurses and other clinicians, ensuring urgent matters are flagged appropriately
• Signposting patients to appropriate NHS or community services as appropriate
• Supporting patients with online access, NHS App queries, and digital registration processes
• Inputting data into patients healthcare records as necessary
• Clinical care navigation

Document Management and Coding

• Receiving, scanning, and coding clinical correspondence including hospital letters, discharge summaries, and test results
• Using accurate SNOMED coding to ensure correct clinical data entry
• Maintaining electronic filing systems and ensuring documents are processed within agreed timescales

Clinical System Use

• Using EMIS to update patient records, book appointments, and manage tasks
• Use Microsoft Office for letters, spreadsheets, data entry, and reporting

Development opportunities in other areas:

Referrals Processing

• Preparing and submitting referrals through the NHS eReferral Service (eRS) and other pathways
• Ensuring all required clinical information, attachments, and coding are included before submission
• Tracking referral progress, updating patient records, and informing patients of outcomes or next steps
• Liaising with hospitals, community teams, and external providers to resolve referral queries or delays
• Maintaining accurate logs for two week wait (2WW) and urgent referrals

Typing & Correspondence

• Producing letters, reports, medical summaries, and insurance forms using audio typing and templates
• Ensuring all correspondence is accurate, wellformatted, and completed within required deadlines
• Managing outgoing mail, secure email communication, and document distribution.
• Supporting clinicians with administrative tasks such as dictation, form completion, and report preparation

Generic responsibilities

All staff at Newquay Health Centre are expected to:

• Treat everyone with dignity and respect, promoting equality, diversity and inclusion for patients, colleagues and visitors.
• Work safely and responsibly, taking reasonable care of your own health and wellbeing and that of others, and following health, safety, fire and security procedures.
• Maintain confidentiality at all times, protecting patient information and respecting privacy in line with practice policies.
• Contribute to quality and improvement, sharing ideas, learning from experience and working with the team to continually improve patient care.
• Engage fully in induction, training and development, including completing mandatory training and keeping your knowledge and skills up to date.
• Work collaboratively as part of the team, communicating clearly, managing your workload effectively and supporting colleagues when needed.
• Use clinical systems and information appropriately, ensuring accurate data recording and adherence to relevant policies and procedures.
• Maintain professional standards of conduct, appearance and behaviour in line with practice expectations.
• Support a secure working environment, remaining vigilant and following access, password and security requirements.
• Manage leave responsibly, following practice procedures and working with your manager to ensure service continuity.

Person specification

Qualifications

Essential

Desirable

A good standard of education, with an expectation of having both GCSE Maths and English at Grade C or above, or Functional Skills Level 2 in Maths and English

Experience

Essential

Desirable

Experience of working with the general public

Experience of administrative duties

Experience handling high-volume telephone calls and managing competing priorities

Experience of working in a healthcare setting and knowledge of EMIS system

Knowledge and skills

Essential

Desirable

Excellent communication skills and effective in communicating and understanding patient needs

Competent in the use of MS Office and Outlook

Problem solver with the ability to process information accurately and effectively, interpreting data as required

Ability to use own initiative, discretion, and sensitivity

Understanding of clinical coding, scanning and document workflow

Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity

Ability to work as a team member and autonomously

Sensitive and empathetic in distressing situation

Good organisational skills

Clinical IT system user skills and the ability to record accurate notes

Punctual and committed to supporting the team effort

High levels of integrity and loyalty

Clear, polite telephone manner

Flexible and cooperative

Understanding of safeguarding adults and children

Emotional resilience and ability to work well under pressure

Other requirements/wider responsibilities

Essential

Desirable

Ability to work set reception shifts to include 2 long shifts per week at 8.00 / 8.30am starts until 6.00 / 6.30pm finishes

Person Specification

Qualifications

• see Job description

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

Newquay Health Centre

Address

The Health Centre

St. Thomas Road

Newquay

Cornwall

TR7 1RU

United Kingdom

Employer's website

https://www.newquayhealthcentre.co.uk/