Job summary
Second Street Surgery are looking for an enthusiastic, reliable, flexible individual to join our dedicated friendly caring administrative team. Working hours are 16 hours. Working days will be Thursday and Friday 9am -6pm. Working days will change if cover is needed for sickness and holidays.
Main duties of the job
Previous GP Practice experience is preferred, training and development opportunities are available for the right candidates. The successful candidate must be able to work flexibly during our core opening hours which are Monday to Friday, 9.00am to 6.00pm and also be available to cover occasional evenings and weekends. The role will comprise of general administration duties such as receiving and directing patients whether that be face to face, over the telephone or via email and other administrative duties; reception ie. greeting all patients, carers and visitors to the practice, handling routine enquiries via telephone, email and face to face.
About us
We are committed to the health and well being of our patient population and our staff.
For an informal chat about the role please contact lucy.clapperton@nhs.net or helen.cochrane2@nhs.net via email or on 0191 4772430.
Details
Date posted
16 December 2025
Pay scheme
Other
Salary
Depending on experience
Contract
Permanent
Working pattern
Part-time
Reference number
A1470-25-0001
Job locations
Second Street
Gateshead
Tyne And Wear
NE8 2UR
Job description
Job responsibilities
Care Coordination
1. Signposting, navigation and coordination of services
Supporting migrant patients to get the care they need.
Making referrals to the Community Pharmacy Consultation Scheme.
Signposting patient to services and clinicians that will meet their needs.
Helping patients to navigate health, social care.
Supporting patients to register with the practice where there is a barrier, ie language, cultural considerations etc.
Carrying out cancer care review calls and arranging follow up with the GP or other appropriate clinician as required.
Supporting patients with complex needs by carrying out calls to ensure they attend for reviews and working with the MDT to remove any barriers to them accessing care.
Reception Duties
2. Receiving and Directing Patients
Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently.
Warmly welcome and register new patients who are in the practice area and inform patients of practice facilities.
Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system.
Care navigation to ensure the patient is seen by the most appropriate clinician or service to meet their needs. Signposting to other services as required.
Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system.
Answer telephones promptly in a polite and professional manner and manage calls appropriately. Dealing with patients and other callers and forwarding to the most appropriate team member if necessary.
Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services, hand out patient pack / practice leaflet as appropriate.
To advise patients on approximate waiting times and of any unexpected delays.
To book interpreters for patients when needed.
To take in fees from patients where applicable and issue receipts.
To give patients any forms / referral letters that are waiting for collection checking ID and taking in fees where necessary.
To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed.
3. Operation of Telephone System
Receive and make calls as required. Divert calls and take messages as appropriate.
Ensure phones are answered within 5 rings.
Ensure that system is operational at the beginning of each day.
Ensure that the out of hours messages are updated and that the phones are transferred to out-of-hours when the practice is closed.
4. Administrative Duties
Register patients on the clinical system ensuring all details needed for the registration authority are completed correctly.
To check and update patients addresses and telephone numbers and other contact information on the clinical system.
Document management of clinical mail.
To take in prescription requests and give out prescriptions.
To generate prescriptions as required.
To post outgoing letters at the end of each shift and use docmail to send letters.
Use Accurx and Iplato text messaging systems to communicate with patients.
To undertake photocopying and faxing as needed including photocopying patients notes.
To phone patients for recall and data collection purposes and correctly record data in patients medical record.
Photocopy the practice leaflet ensuring that there is always a supply available at reception.
Make up registration packs (GMS1 & New Patient Health Check Form).
Complete tasks sent via EMIS Web (or any other clinical system or document management system which may replace these).
Email and send referrals via EMIS Web as requested by clinical team.
Assist with processing of e-referrals, check on progress of referrals and follow up with patients where they have not attended urgent hospital appointments.
Processing requests for and checking progress of patient investigations on the ICE system.
Assist with updating of website.
May be required to assist in setting up of meetings and taking minutes.
5. Patient Records
To extract any paper records that may be needed urgently for a clinician.
To assist with making up of new patient records when sent as Lloyd George record.
Requesting old medical records from PCSE when they do not arrive in a timely fashion.
To assist with the scanning of patient related documents when the workload.
Processing registrations, deductions and receipt of medical records on EMIS Web in a timely fashion.
Summarising of patient records.
Read coding of patient letters.
6. Start and End of Day Procedures
Opening/locking up of the practice at the beginning and end of the day.
At the start of the day, make all necessary preparation to receive patients and carry out day to day tasks.
To ensure that the reception area is tidy and ready for use by staff the next day.
To tidy waiting area i.e. collect together magazines and leaflets etc at the end of morning and evening surgery.
Record fridge temperatures when nursing staff on leave.
Secure premises at the end of the day, ensure the Practice corridor is totally secured (windows & doors locked/lights out etc), and equipment turned off.
Complete start and end of day checklist.
General Tasks
To ensure confidentiality is maintained at all times.
Chaperone for the GPs if requested to do so.
To help with any other tasks that may require to be done in order to maintain efficient operation of the practice as requested by the doctors or practice manager.
To attend Reception meetings when scheduled.
To attend one to one supervision meetings with the Practice Manager.
Assist in formulation of practice philosophy, strategy and policy.
To contribute to team working within the practice, offering support to and seeking support from colleagues wherever possible.
To participate in appraisals and PDP (Personal Development Plan) and team training opportunities.
To promote equality of opportunity for both staff and patients, reflecting the fact that the practice operates in, and is part of, a diverse community.
In certain circumstances it may be necessary to help cover for colleagues who are absent, or provide additional hours or take on additional duties in times of pressure/crisis.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
- Using personal security systems within the workplace according to practice guidelines.
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
- Making effective use of training to update knowledge and skills.
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Reporting potential risks identified.
- Complete all required statutory and mandatory training and stay up to date.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality:
The post-holder will strive to maintain quality within the practice, and will:
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions, either directly or under supervision.
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
- Work effectively with individuals in other agencies to meet patients needs.
- Effectively manage own time, workload and resources.
Communication:
The post-holder should recognize the importance of effective communication and will strive to:
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognize peoples needs for alternative methods of communication and respond accordingly.
- Manage personal and practice email communications effectively providing a timely response. This list of tasks is not exhaustive and is subject to change in line with practice demand and development. Changes in government policy may result in a change in working hours or assigned duties.
Job description
Job responsibilities
Care Coordination
1. Signposting, navigation and coordination of services
Supporting migrant patients to get the care they need.
Making referrals to the Community Pharmacy Consultation Scheme.
Signposting patient to services and clinicians that will meet their needs.
Helping patients to navigate health, social care.
Supporting patients to register with the practice where there is a barrier, ie language, cultural considerations etc.
Carrying out cancer care review calls and arranging follow up with the GP or other appropriate clinician as required.
Supporting patients with complex needs by carrying out calls to ensure they attend for reviews and working with the MDT to remove any barriers to them accessing care.
Reception Duties
2. Receiving and Directing Patients
Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently.
Warmly welcome and register new patients who are in the practice area and inform patients of practice facilities.
Provide help to patients with general enquiries, and to assist them to make appointments, using the computer appointment system.
Care navigation to ensure the patient is seen by the most appropriate clinician or service to meet their needs. Signposting to other services as required.
Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system.
Answer telephones promptly in a polite and professional manner and manage calls appropriately. Dealing with patients and other callers and forwarding to the most appropriate team member if necessary.
Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system and all other procedures for obtaining services, hand out patient pack / practice leaflet as appropriate.
To advise patients on approximate waiting times and of any unexpected delays.
To book interpreters for patients when needed.
To take in fees from patients where applicable and issue receipts.
To give patients any forms / referral letters that are waiting for collection checking ID and taking in fees where necessary.
To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed.
3. Operation of Telephone System
Receive and make calls as required. Divert calls and take messages as appropriate.
Ensure phones are answered within 5 rings.
Ensure that system is operational at the beginning of each day.
Ensure that the out of hours messages are updated and that the phones are transferred to out-of-hours when the practice is closed.
4. Administrative Duties
Register patients on the clinical system ensuring all details needed for the registration authority are completed correctly.
To check and update patients addresses and telephone numbers and other contact information on the clinical system.
Document management of clinical mail.
To take in prescription requests and give out prescriptions.
To generate prescriptions as required.
To post outgoing letters at the end of each shift and use docmail to send letters.
Use Accurx and Iplato text messaging systems to communicate with patients.
To undertake photocopying and faxing as needed including photocopying patients notes.
To phone patients for recall and data collection purposes and correctly record data in patients medical record.
Photocopy the practice leaflet ensuring that there is always a supply available at reception.
Make up registration packs (GMS1 & New Patient Health Check Form).
Complete tasks sent via EMIS Web (or any other clinical system or document management system which may replace these).
Email and send referrals via EMIS Web as requested by clinical team.
Assist with processing of e-referrals, check on progress of referrals and follow up with patients where they have not attended urgent hospital appointments.
Processing requests for and checking progress of patient investigations on the ICE system.
Assist with updating of website.
May be required to assist in setting up of meetings and taking minutes.
5. Patient Records
To extract any paper records that may be needed urgently for a clinician.
To assist with making up of new patient records when sent as Lloyd George record.
Requesting old medical records from PCSE when they do not arrive in a timely fashion.
To assist with the scanning of patient related documents when the workload.
Processing registrations, deductions and receipt of medical records on EMIS Web in a timely fashion.
Summarising of patient records.
Read coding of patient letters.
6. Start and End of Day Procedures
Opening/locking up of the practice at the beginning and end of the day.
At the start of the day, make all necessary preparation to receive patients and carry out day to day tasks.
To ensure that the reception area is tidy and ready for use by staff the next day.
To tidy waiting area i.e. collect together magazines and leaflets etc at the end of morning and evening surgery.
Record fridge temperatures when nursing staff on leave.
Secure premises at the end of the day, ensure the Practice corridor is totally secured (windows & doors locked/lights out etc), and equipment turned off.
Complete start and end of day checklist.
General Tasks
To ensure confidentiality is maintained at all times.
Chaperone for the GPs if requested to do so.
To help with any other tasks that may require to be done in order to maintain efficient operation of the practice as requested by the doctors or practice manager.
To attend Reception meetings when scheduled.
To attend one to one supervision meetings with the Practice Manager.
Assist in formulation of practice philosophy, strategy and policy.
To contribute to team working within the practice, offering support to and seeking support from colleagues wherever possible.
To participate in appraisals and PDP (Personal Development Plan) and team training opportunities.
To promote equality of opportunity for both staff and patients, reflecting the fact that the practice operates in, and is part of, a diverse community.
In certain circumstances it may be necessary to help cover for colleagues who are absent, or provide additional hours or take on additional duties in times of pressure/crisis.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
- Using personal security systems within the workplace according to practice guidelines.
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
- Making effective use of training to update knowledge and skills.
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Reporting potential risks identified.
- Complete all required statutory and mandatory training and stay up to date.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality:
The post-holder will strive to maintain quality within the practice, and will:
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions, either directly or under supervision.
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
- Work effectively with individuals in other agencies to meet patients needs.
- Effectively manage own time, workload and resources.
Communication:
The post-holder should recognize the importance of effective communication and will strive to:
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognize peoples needs for alternative methods of communication and respond accordingly.
- Manage personal and practice email communications effectively providing a timely response. This list of tasks is not exhaustive and is subject to change in line with practice demand and development. Changes in government policy may result in a change in working hours or assigned duties.
Person Specification
Experience
Essential
- Experience of working in General Practice or other health care setting Experience working in a environment with direct contact with the public Experience with database systems Experience of summarizing and read coding Experience of using ereferral.
Desirable
- Knowledge and understanding of the Quality and Outcomes Framework Active signposting.
Qualifications
Essential
- Education to GCSE level, NVQ level 2 (or equivalent)
Person Specification
Experience
Essential
- Experience of working in General Practice or other health care setting Experience working in a environment with direct contact with the public Experience with database systems Experience of summarizing and read coding Experience of using ereferral.
Desirable
- Knowledge and understanding of the Quality and Outcomes Framework Active signposting.
Qualifications
Essential
- Education to GCSE level, NVQ level 2 (or equivalent)
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
Second Street Surgery
Address
Second Street
Gateshead
Tyne And Wear
NE8 2UR
Employer's website
Employer details
Employer name
Second Street Surgery
Address
Second Street
Gateshead
Tyne And Wear
NE8 2UR
Employer's website
Employer contact details
For questions about the job, contact:
Details
Date posted
16 December 2025
Pay scheme
Other
Salary
Depending on experience
Contract
Permanent
Working pattern
Part-time
Reference number
A1470-25-0001
Job locations
Second Street
Gateshead
Tyne And Wear
NE8 2UR