Job Description

Hours

: 30 hours per week. Monday, Thursday & Friday's 8:00-18:30

Living Well Partnership is made up of 8 GP surgeries working innovatively to change the way we deliver great patient care and fast, effective patient communication.

Overall Aim of role:

Support the duty team by providing high-quality, compassionate care through efficient administrative duties, time sensitive decision making and excellent communication across all sites to ensure smooth daily operations. Optimise patient outcomes by ensuring a great patient experience, oversee daily capacity of the same day care team and utilising appointments as required. Maintaining professional relationship with key external stakeholder to ensure continuity of care between services.

Key Responsibilities:

Assist, support and liaise with the duty clinical team in managing daily triage, ensuring smooth delivery of processes. Handle urgent tasks in line with documented clinical protocols. Efficiently book same day appointments, ensuring appointment has been booked in line with processes and clinical instruction. Maintain oversight of available Same Day Care Team appointments, understanding appointment capacity and create additional capacity when needed. Make decisions and effectively signpost patients to access care, this may be both internal and external, i.e. CPCS, Pharmacy First Urgent Treatment Centre, effectively following documented processes, and escalating back to the GP team when outside of scope of training. Act as a link person between community providers and nursing homes, including providing weekly calls to specified list of homes. Manage the generic duty admin email account, addressing queries and requests promptly. Arrange translators as required, adhering to documented processes Handle inbound calls via the bypass and emergency phone lines Manage documents in line with processes maintaining strict confidentiality and data protection standards. Serve as Smart Card Administrator, resolving issues in line with processes Provide guidance and support to other staff, as required and inside scope of training.

What we're looking for!

At least grade 4 GCSE in numeracy and literacy (equivalent A-C grade) Knowledge of using a suite of GP Clinical Systems (Desirable) Knowledge of processes and pathways within the organisation and beyond. Proven experience in general practice, particularly in reception or patient services, or a similar environment. Experience in customer or patient services, particularly in dealing with the public. Supervisory experience or demonstrated potential in this area Able to work to a high standard under pressure, with multiple conflicting priorities. Able to work autonomously, confidently making decisions in line with processes, and able to escalate issues in a timely manner when required. Adaptable, able to shift focus to differing tasks, quickly. Proficient in using computerized systems and previous experience in patient care. Excellent interpersonal, customer service, and communication skills, both verbal and written. Attention to detail, especially in following processes and completing repetitive tasks. Ability to follow instructions and manage difficult situations. Strong organizational skills and computer literacy. High standards for self and team, with a strong team spirit

What we can offer you!

5 weeks holiday pro rata PLUS bank holidays NHS pension scheme membership with a 14.38% employer contribution rate Employee Wellbeing initiative Employee Assistance Programme Cycle to work scheme Monthly employee award Investment in developing your skills and progression opportunities, across the Partnership First consideration for other internal recruitment opportunities

To apply:

Please email your up to date CV and covering letter to hiowicb-hsi.livingwell-recruitment@nhs.net Closing Date: 28th November 2025 Proposed interview dates: 3rd & 5TH December 2025 Please note that this role requires candidates to have the legal right to work in the UK Please be aware that all employees of the Partnership will be DBS (Disclosure and Barring Service) check. We encourage new applicants who have not previously applied for this role
Thank you for your interest and we look forward to hearing from you.

Job Types: Permanent, Part-time

Pay: 13.13 per hour

Benefits:

Additional leave Company pension Cycle to work scheme Health & wellbeing programme Sick pay Store discount
Experience:

Healthcare: 2 years (preferred) Administrative: 3 years (preferred)
Work Location: In person