Overview
Are you looking to contribute your skills in a dynamic and supportive environment? A fantastic opportunity to join our Service Support Team and be a part of the overall vision of Coventry & Rugby GP Alliance has become available. We are currently seeking a driven and dedicated individual to fill the role of Service Support Centre Administrator. In this position, you will support us with achieving our goals, while also contributing to the overall success of our organisation. The post holder will provide full and comprehensive administrative support to the Services Support Centre and, more specifically, to the Services Support Centre Team Leaders, Head of Clinical Patient Services, and other colleagues and health professionals across the organisation. If you're excited by tackling new challenges, collaborating with a dynamic team, and helping shape the future of our organisation, we would love to hear from you. Apply today and take the first step toward an exciting new chapter in your career.
Main duties
* Provide high-quality administrative support across a number of services within Coventry and Rugby GP Alliance.
* Handle queries from GP practices, other healthcare providers, healthcare professionals, patients and members of the public in a professional and courteous manner, resolving issues, providing feedback and communicating effectively.
* Deal with difficult callers, handling objections and feedback.
* Answer general enquiries at Electric Wharf and direct to the relevant team member via the main line.
* Assist with postal services (e.g., using the franking machine, attending the post office, and occasionally delivering packs to patients’ homes).
* Monitor and action emails received into the shared mailboxes within the Services Support Centre.
* Monitor messages and calls received into the Services Support Centre shared admin phones.
* Build good working relationships with internal and external stakeholders.
* Assist with the recruitment of new staff members (e.g., GPs wishing to join a service, arranging inductions, setting up new users, etc.).
* Ensure shifts are advertised (e.g., using Lantum) for staff members to apply to in a timely manner and that applications are accepted and actioned promptly.
* Set up clinics on clinical systems (EMIS) and update clinical and booking systems in the event of staffing changes.
* Book and amend patient appointments/training sessions using clinical systems (EMIS) in a timely manner.
* Check patient consultations (EMIS) to ensure requested actions are forwarded to the relevant GP Surgery as required.
* Ensure patient and service-related records are kept up to date (e.g., patient logs, service logs) with accurate information.
* Check patient appointments (EMIS) to ensure bookings/referrals are appropriate for the clinician and service.
* Ensure patient feedback is requested to help review and evidence the performance of the services.
* Register patients within clinical systems and support/training of non-clinical staff on clinical systems (e.g., EMIS) as required.
* Attend training sessions relating to the role (e.g., on Lantum, EMIS) and provide training to colleagues where possible.
* Attend Service Support Centre team meetings, CRGPA staff briefings and other meetings relevant to the role.
* Undertake regular stock checks and reorder/replenish stock as required.
* Identify faults, delays and gaps in processes and implement learning to mitigate future issues.
* Maintain knowledge of and adherence to operational procedures and policies; comply with CRGPA code of conduct.
* Raise and report incidents, complaints and risks as appropriate and provide guidance to other staff when needed.
* Ensure all tasks, notifications, emails and phone messages are dealt with and responded to in a timely manner; maintain good communication with all stakeholders.
* Ensure GDPR compliance and maintain confidentiality; contribute to a safe and secure environment (e.g., HQs are locked and alarmed at the end of each day).
* Be willing to undertake a range of different shifts throughout the week, between 8am–8pm, Monday to Sunday, to meet the needs of the business.
About us
The Coventry and Rugby GP Alliance is a private company limited by shares, wholly owned by local Coventry and Rugby GP practices. As a GP-led organisation, we represent 50 GP practice shareholders and cover nearly 420,000 patients. We describe our work in terms of Supporting, Innovating, Developing and Educating — we are on the S.I.D.E. of general practice and have developed Operational Plans to ensure high quality, accessible and responsive services for both practices and patients. We are committed to offering a robust range of benefits to support our employees.
Details
* Date posted: 10 September 2025
* Pay scheme: Other
* Salary: £12.21 an hour
* Contract: Permanent
* Working pattern: Full-time, Part-time
* Reference number: E0046-25-0090
* Job locations: 1 The Boiler House, Electric Wharf, Sandy Lane, Coventry, CV1 4JU
Job description - Responsibilities
* Provide high-quality administrative support across a number of services within Coventry and Rugby GP Alliance.
* Handle queries from GP practices, other healthcare providers, healthcare professionals, patients and members of the public in a professional and courteous manner, resolving issues, providing feedback and communicating effectively.
* Deal with difficult callers, handling objections and feedbacks.
* Answer general enquiries at Electric Wharf and direct to the relevant team member by answering calls on the main line.
* Assist with postal services and occasional delivery of packs to patients' homes.
* Monitor and action emails in the shared mailboxes and messages/calls on the admin phones.
* Build relationships with internal and external stakeholders; assist with recruitment and shift management (advertising via Lantum, processing applications).
* Set up clinics on EMIS and update booking systems; manage patient appointments and ensure appropriate referrals.
* Register patients, train non-clinical staff on EMIS, attend training sessions, and participate in meetings.
* Maintain stock, identify process gaps, resolve shift debrief issues, and uphold GDPR and data privacy standards.
Person specification
Experience
* Essential
* Experience of providing comprehensive administrative support
* Excellent attention to detail and accuracy in administration
* Experience of working in the healthcare sector as an administrator
* Experience of dealing with general enquiries from a range of stakeholders
* Experience of working within policies, procedures, and guidelines
* Experience of working within a team and independently
* Desirable
* Experience of governance processes
* Experience of DATIX
* Previous experience of clinical systems (EMIS)
Qualifications
* Essential
* Educated to GCSE level or equivalent
* NVQ or equivalent experience in Administration
* Microsoft Excel skills (basic to intermediate)
* Microsoft Word skills (intermediate to advanced)
* Desirable
* Minute Taking training
Other information
Disclosure and Barring Service Check: This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a DBS disclosure.
Employer details
Employer: Coventry And Rugby GP Alliance
Address: 1 The Boiler House, Electric Wharf, Sandy Lane, Coventry, CV1 4JU
#J-18808-Ljbffr