Job Description

To ensure the provision of a high quality patient service within a safe, efficient working environment by providing effective administrative support to the Warfarin Team
To provide a local point of contact for the Anticoagulant Monitoring Service
To provide support to clinicians within the Anticoagulant Monitoring Service
To work under direction of the Anticoagulant Clinical Service Lead
Main duties of the job
To support the smooth running of the Warfarin Service and Reception and all associated duties including:

• Reception Duty answering inbound and making outbound Warfarin calls, transferring general calls to the correct department, restoring telephone services from call divert, receiving messages for internal and external staff, making tea/coffee for visitors and ensuring the reception working area is left tidy and ready for use by incoming colleagues
• Managing staff home time process and updating spreadsheet
• Dealing with medication enquiries, requests for repeat medication scripts, appointments and general/routine patient requests/enquiries
• Liaising with our remote working clinical teams in NE, NW and Yorkshire
• Creating anticoagulation practice reports and emailing to practices for all anti-coagulant services
• Distributing internal/external mail
• Filing and extracting records and documents relating to them
• Stock control: ensuring an adequate supply of stationery is available for each clinician, monitoring Warfarin stock levels and ordering supplies as appropriate.
• Ensure information about any unresolved or urgent matters is passed on to colleagues
• Processing & preparing new patient referrals
• Sending and receiving internal/external faxes
• Handling appointment lists

About us
IntraHealth is one of the UKs leading provider of NHS Primary and Community Care services. We serve a range of patients across our three divisions of Primary Care (general practice), Pharmacy and Clinical Services which includes anticoagulation monitoring, patient medication reviews and childhood immunisation programmes.
We also provide management and clinical support to other GP practices and NHS bodies. We are a well-established organisation having provided NHS services since 1999. Our team is made up of GPs, Advanced Nurse Practitioners (ANPs), Nurses, Pharmacists, Health Care Assistants (HCAs) and local administration teams supported by a centralised back office function; providing finance, HR, administration and data analysis support.
We operate NHS services across the North East, Midlands, Yorkshire and North West.
Details
Date posted
27 November 2025
Pay scheme
Other
Salary
12.56 an hour
Contract
Permanent
Working pattern
Part-time, Flexible working
Reference number
U0025-25-0171
Job locations
First Floor, William Brown Centre
Manor Way
Peterlee
County Durham
SR8 5TW
Job description
Job responsibilities
To ensure the provision of a high quality patient service within a safe, efficient working environment by providing effective administrative support to the Warfarin Team
To provide a local point of contact for the Anticoagulant Monitoring Service
To provide support to clinicians within the Anticoagulant Monitoring Service
To work under direction of the Anticoagulant Clinical Service Lead
To support the smooth running of the Warfarin Service and Reception and all associated duties including:

• Reception Duty answering inbound and making outbound Warfarin calls, transferring general calls to the correct department, restoring telephone services from call divert, receiving messages for internal and external staff, making tea/coffee for visitors and ensuring the reception working area is left tidy and ready for use by incoming colleagues
• Managing staff home time process and updating spreadsheet
• Dealing with medication enquiries, requests for repeat medication scripts, appointments and general/routine patient requests/enquiries
• Liaising with our remote working clinical teams in NE, NW and Yorkshire
• Creating anticoagulation practice reports and emailing to practices for all anti-coagulant services
• Distributing internal/external mail
• Filing and extracting records and documents relating to them
• Stock control: ensuring an adequate supply of stationery is available for each clinician, monitoring Warfarin stock levels and ordering supplies as appropriate.
• Ensure information about any unresolved or urgent matters is passed on to colleagues
• Processing & preparing new patient referrals
• Sending and receiving internal/external faxes
• Handling appointment lists
• Accurate management of the data held within the anticoagulant monitoring service including registering and deregistering patients as appropriate
• Provide support to customers via telephone, email and remote control for the range of services and products that IntraHealth provide
• Other general office administration

General housekeeping of the office and management of deliveries and supplies to support contracts. Some manual handling may be required, in line with our Moving and Handling policy. Mandatory training on Manual Handling is required.
Core Competencies
Communication

• Providing a prompt and efficient response to all calls into the Warfarin Service
• Communicate effectively with the patient, relatives, carers and all members of the healthcare team.

Planning and Organisation

• Plan and prioritise daily and weekly workload, raising concerns as needed to the Anticoagulant Clinical Service Lead.

Training and Development

• Attend all relevant training to maintain competency for delivering role as Anticoagulant Monitoring Service Admin Support worker.

Additional Information

• Confidentiality During the course of your employment you may have access to, see or hear information of a confidential nature and you are required not to disclose such information, particularly that relating to patients and staff
• In order to comply with GDPR and the Data Protection Act 1998 you must not at any time use personal data held by IntraHealth for any unauthorised purpose or disclosure of such data to a third party
• Health & Safety the post-holder must co-operate with Management in discharging its responsibilities under the Health & Safety at Work Act (1974) and take reasonable health and safety care of themselves and others and to ensure the agreed safety procedures are carried out to maintain a safe environment for patients, employees and visitors. All Health & Safety issues to be flagged to senior staff and the post-holder must comply with the IntraHealth Health & Safety Policy as well as any additional policy requirements within the clinical contract.

Other

• The post holder will be expected to work flexibly according to the needs of the contract.

Job description
Job responsibilities
To ensure the provision of a high quality patient service within a safe, efficient working environment by providing effective administrative support to the Warfarin Team
To provide a local point of contact for the Anticoagulant Monitoring Service
To provide support to clinicians within the Anticoagulant Monitoring Service
To work under direction of the Anticoagulant Clinical Service Lead
To support the smooth running of the Warfarin Service and Reception and all associated duties including:

• Reception Duty answering inbound and making outbound Warfarin calls, transferring general calls to the correct department, restoring telephone services from call divert, receiving messages for internal and external staff, making tea/coffee for visitors and ensuring the reception working area is left tidy and ready for use by incoming colleagues
• Managing staff home time process and updating spreadsheet
• Dealing with medication enquiries, requests for repeat medication scripts, appointments and general/routine patient requests/enquiries
• Liaising with our remote working clinical teams in NE, NW and Yorkshire
• Creating anticoagulation practice reports and emailing to practices for all anti-coagulant services
• Distributing internal/external mail
• Filing and extracting records and documents relating to them
• Stock control: ensuring an adequate supply of stationery is available for each clinician, monitoring Warfarin stock levels and ordering supplies as appropriate.
• Ensure information about any unresolved or urgent matters is passed on to colleagues
• Processing & preparing new patient referrals
• Sending and receiving internal/external faxes
• Handling appointment lists
• Accurate management of the data held within the anticoagulant monitoring service including registering and deregistering patients as appropriate
• Provide support to customers via telephone, email and remote control for the range of services and products that IntraHealth provide
• Other general office administration

General housekeeping of the office and management of deliveries and supplies to support contracts. Some manual handling may be required, in line with our Moving and Handling policy. Mandatory training on Manual Handling is required.
Core Competencies
Communication

• Providing a prompt and efficient response to all calls into the Warfarin Service
• Communicate effectively with the patient, relatives, carers and all members of the healthcare team.

Planning and Organisation

• Plan and prioritise daily and weekly workload, raising concerns as needed to the Anticoagulant Clinical Service Lead.

Training and Development

• Attend all relevant training to maintain competency for delivering role as Anticoagulant Monitoring Service Admin Support worker.

Additional Information

• Confidentiality During the course of your employment you may have access to, see or hear information of a confidential nature and you are required not to disclose such information, particularly that relating to patients and staff
• In order to comply with GDPR and the Data Protection Act 1998 you must not at any time use personal data held by IntraHealth for any unauthorised purpose or disclosure of such data to a third party
• Health & Safety the post-holder must co-operate with Management in discharging its responsibilities under the Health & Safety at Work Act (1974) and take reasonable health and safety care of themselves and others and to ensure the agreed safety procedures are carried out to maintain a safe environment for patients, employees and visitors. All Health & Safety issues to be flagged to senior staff and the post-holder must comply with the IntraHealth Health & Safety Policy as well as any additional policy requirements within the clinical contract.

Other

• The post holder will be expected to work flexibly according to the needs of the contract.

Person Specification
Experience
Essential

• No previous experience essential

Desirable

• Knowledge of the NHS
• Experience of working in a high volume call environment

Qualifications
Essential

• Good level of general education or experience equivalent to 5 GCSEs at Grade C or above
• Excellent verbal and written communication skills

Attitudes/Skills/Qualities
Essential

• Good interpersonal aptitude and ability to work with people at all levels
• Friendly, personable character
• Smart appearance
• Ability to use initiative and work autonomously

Desirable

• Passion for delivering high levels of customer service

Person Specification
Experience
Essential

• No previous experience essential

Desirable

• Knowledge of the NHS
• Experience of working in a high volume call environment

Qualifications
Essential

• Good level of general education or experience equivalent to 5 GCSEs at Grade C or above
• Excellent verbal and written communication skills

Attitudes/Skills/Qualities
Essential

• Good interpersonal aptitude and ability to work with people at all levels
• Friendly, personable character
• Smart appearance
• Ability to use initiative and work autonomously

Desirable

• Passion for delivering high levels of customer service

Skills Required