Primary Care Administrator

Primary Care Administrator Contract Type: Bank / Flexible Worker Location: Redditch Hours: Flexible, including daytime, evening, weekend and bank-holiday shifts where required Rate: Up to £16ph - DOE

Job Overview We are looking for reliable and professional Bank Primary Care Administrators to provide flexible administrative and reception support across a range of Primary Care services, projects and initiatives. The successful candidates 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 carrying out service-specific 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.

Key Responsibilities Reception & 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 relevant clinical or administrative systems.
• Explain service processes, expected next steps and approximate waiting arrangements without providing clinical advice.
• Provide clear directions and practical assistance, including support with accessibility and reasonable adjustments.
• Manage telephone and face-to-face enquiries appropriately.
• Maintain patient privacy and confidentiality at all times.
• Respond appropriately to distressed, frustrated or challenging individuals, seeking support where necessary.

Patient Flow & Service Coordination

• Support the orderly movement of patients through the service.
• Work closely with clinicians and HCAs to maintain accurate information regarding arrivals, waiting patients, capacity and outstanding actions.
• Reconcile referrals, expected arrivals and actual attendances where required.
• Escalate non-arrivals, long waits, incomplete patient journeys and discrepancies in line with the relevant pathway.
• Support handovers between services, locations and shifts.
• Follow agreed procedures when services reach capacity or temporarily restrict access.
• Do not provide clinical prioritisation or advice unless separately trained and authorised.

Clinical Systems & Administration

• Use authorised clinical and administrative systems, which may include EMIS, Surgery Connect, Docman, Microsoft 365 and other approved platforms.
• Enter information accurately and in line with local procedures.
• Check patient demographics and contact information using approved verification processes.
• Scan, upload, print and securely handle documents where required.
• Process messages, tasks and referrals within the scope of the assignment.
• Maintain accurate logs, trackers and service datasets.
• Prepare reception areas, forms, patient information and administrative equipment.
• Complete assignment-specific opening and closing procedures.
• Support appointment lists, clinic documentation and patient communications.
• Record service activity, delays, cancellations and operational issues.
• Assist with stock monitoring and patient feedback.
• Participate in administrative audits and quality-improvement activities.

Safety, Safeguarding & Confidentiality

• Understand and follow emergency, fire, security and evacuation procedures at each assigned site.
• Escalate immediately if a patient appears unwell or deteriorates; this is a non clinical role and the administrator must not make a clinical assessment.
• Recognise and report safeguarding concerns through the appropriate channels.
• Follow procedures relating to aggressive behaviour, personal safety, lone working and controlled access.
• Report incidents, near misses, complaints, information governance concerns and equipment failures.

Bank Working Requirements

• Keep availability and contact details up to date on the relevant bank or rostering system.
• Accept only shifts that you can safely and reliably attend.
• Arrive punctually and complete the full booked shift unless formally released.
• Review assignment information before attending.
• Be willing to work across different locations and services, subject to competency and access requirements.
• Complete local induction before undertaking duties at a new site.

Person Specification Essential Qualifications & Knowledge

• Good general standard of education, including literacy and numeracy.
• Ability to use computers, email and standard office applications.
• 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.

Essential Experience

• Experience in reception, customer service, call handling or administration.

Desirable Experience

• Previous experience in a GP practice, Primary Care service, community service, urgent care setting or hospital.
• Experience using EMIS, Docman, Surgery Connect or another healthcare system.
• Experience supporting clinics, patient flow or appointment services.
• Experience of flexible, temporary or bank working.
• Experience working across multiple sites or service models.