Administrator Cross-Team Support

Summary We are looking for an experienced and highly organised Administrator to join Willerby & Swanland Surgery in a cross-team support role. This is a flexible post supporting triage, secretarial, coding and reception teams. Responsibilities Job Purpose Provide high‑quality administrative support to GPs, advanced nurse practitioners and the wider practice team. Support the practice’s total online triage model by processing, allocating and responding to online consultation requests safely and in a timely manner. Work flexibly across triage, secretarial, coding and reception teams, providing cross‑cover and resilience according to service demand. Contribute to the delivery of safe, efficient and patient‑centred services, maintaining high standards of confidentiality, data quality and customer service. Key working relationships GP partners and salaried GPs Advanced nurse practitioners and the nursing team Practice Manager, Operations Lead and Patient Services Manager Reception team Secretarial and administration team Coding and data quality team Triage and online consultation team Pharmacy, ARRS and wider PCN roles Community and secondary care providers Patients and carers Main duties and responsibilities Administrative and secretarial‑type duties Prepare and send referrals using the NHS e‑Referral Service and other pathways in line with practice and ICB protocols. Prepare and type letters, reports, forms and other correspondence for clinicians, ensuring accuracy and appropriate formatting. Process incoming clinical correspondence, including scanning, attaching to records and allocating documents to the appropriate clinician or team. Action workflow tasks—document actions, arrange follow‑up, contact patients and update records as directed by clinicians. Handle requests for reports, forms and Subject Access Requests within agreed timescales and according to practice policy and legislation. Liaise with hospitals, community services, ICB teams and other agencies to chase appointments, results and queries. Support recall and invitation processes for long‑term condition reviews, immunisation and screening programmes. Maintain accurate and up‑to‑date electronic records following practice policies on record‑keeping, data quality and information governance. Online triage and care navigation support Monitor incoming online consultation requests throughout the day. Categorise and allocate requests appropriately (urgent, same‑day, routine, admin, prescription) using agreed protocols and pathways. Escalate urgent or concerning requests promptly to the duty team or appropriate clinician, following escalation and safeguarding procedures. Use agreed templates and communication tools to send messages to patients, such as appointment offers or further information requests. Assist patients who cannot use online systems by gathering information via telephone and entering it into the triage system. Work with triage and clinical teams to ensure on‑day demand is managed safely and efficiently. Contribute to the review and improvement of online triage processes, including feedback on templates, workflows and patient communication. Coding and records support Support coding and data quality team by accurately adding and updating clinical codes (diagnoses, QOF registers, investigation results) in line with practice protocols. Assist with summarising and coding new patient records and historic notes. Help run searches and reports to support QOF, IIF, enhanced services and other objectives, and assist in actioning outputs. Work with clinicians and coding team to maintain consistent use of codes and high‑quality clinical data. Identify and report any data quality issues or anomalies to the appropriate lead. Reception and front‑of‑house duties Provide reception and telephone cover as part of the rota and during periods of staff absence or high demand. Answer incoming telephone calls promptly and courteously, using agreed scripts and protocols. Greet and check‑in patients at the front desk, maintaining a professional, empathetic and non‑judgemental manner. Book, amend and cancel appointments, including face‑to‑face, telephone, online and other formats. Support prescription and test result queries within role scope, escalating to clinicians or senior staff when necessary. Register new patients, process changes to demographics and ensure administrative documentation is completed accurately. Help maintain a safe, tidy and welcoming reception and waiting area. Cross‑team working and service development Work flexibly across all teams, responding to direction from the practice manager or designated leads regarding daily deployment. Participate in team meetings, training sessions and one‑to‑ones, contributing ideas for improving processes and patient experience. Assist with audits, data collection and quality improvement projects as requested. Support implementation of new systems, digital tools and ways of working, including testing and feedback. General responsibilities Confidentiality Maintain strict confidentiality of all patient and practice information at all times, in line with practice policies and NHS guidance. Ensure information is shared securely and only with those who have a legitimate need to know. Safeguarding Be aware of and follow the practice’s safeguarding policies and procedures for children and adults. Raise any concerns promptly with the safeguarding lead or appropriate clinician. Health and safety Follow health and safety policies, including infection prevention and control. Report hazards, incidents and near misses to the manager or designated lead immediately. Equality, diversity and inclusion Treat patients, carers and colleagues with dignity and respect. Uphold equality, diversity and inclusion principles in all aspects of work. Training and development Participate in mandatory and role‑specific training as required, e.g., safeguarding, information governance, fire safety, basic life support. Take responsibility for own learning and development, keeping up to date with changes in systems, processes and local pathways. Engage positively with supervision, annual appraisal and objective‑setting. Flexibility This job description is not exhaustive and may be amended in consultation with the post holder. The post holder may be required to undertake other reasonable duties commensurate with the role and grade. Person Specification Experience – Essential Experience in a secretarial and/or administrative role. Experience working in a busy office or customer‑facing environment. Experience handling confidential information. Experience – Desirable Experience working in a GP practice or other NHS healthcare setting. Experience with referrals, clinical letters or similar tasks. Experience with online consultation or total triage systems. Experience with clinical coding or data quality work. Experience with reception or front‑of‑house work, preferably in healthcare. Qualifications – Essential GCSE (or equivalent) in English and Maths. Evidence of good general education. Qualifications – Desirable Training in administration or secretarial work (e.g., NVQ, business administration). Training in medical terminology and/or clinical coding. Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission for Disclosure to the Disclosure and Barring Service (formerly CRB) to check for any previous criminal convictions. Job Details Posted: 12 December 2025 | Salary: Depending on experience | Contract: Permanent | Working pattern: Full‑time, Part‑time | Reference: A0127-25-0008 | Location: Lowfield Road, Anlaby, Hull, HU10 7JR #J-18808-Ljbffr