An exciting opportunity has arisen within the team at Thomas Walker Westgate Healthcare. We are looking for a dynamic and enthusiastic individual to join our existing team, in supporting the efficient operation of the Practice.
Rate of pay dependant on experience : Range £12.44 to £12.65 per hour
Please note the advert may close at any time once a suitable candidate is identified. Early applications are encouraged.
We are looking to interview week commencing 26th January 2026.
Main duties of the job
To support the efficient running of the Practice by:
Answering patient queries on the telephone and via the Accurx (or other triage system employed by the Practice) at busy times, making and managing appointments, ensuring support to patients to enable them to manage their own health.
Messaging, telephoning or emailing patients with regard to their clinical and non-clinical queries while ensuring excellent quality through a high level of attention to detail.
Support cohorts of patients in collaboration with clinical team members as required by the duties of the role an practice/ GP Management Team.
Holistically bring together patient care, linking to Social Prescribers and other non-GP Practice workers where required.
Developing great working practices across teams and supporting joined up care for patients.
Achieving service standards as set out by the Management Team.
Acting professionally and courteously at all times with regard to all patients, external organization contacts, third party healthcare workers, charitable organizations whom you may deal with and TWW Healthcare staff Supporting flexible delivery of services within the practice.
About us
Thomas Walker Westgate Healthcare are a 24,000+ patient Practice and therefore one of Peterboroughs largest practices and member of Peterborough and East PCN. We are looking for candidates, who will enjoy working in a supportive team looking after a diverse population of patients.
We are a dynamic, forward thinking practice based within the city of Peterborough, and an experienced and welcoming team of staff. Recognised as a training practice, we currently have 3 Registrars and additionally host Cambridge Medical Students. We have an excellent approach to working in partnership with our teams and have a flexible approach to all that we do. We are keen to ensure the continued long term delivery of excellent primary care to our local community.
Free Parking, Access to NHS Discounts, Employee Recognition Rewards, Eye test vouchers, Staff Training Programme, NHS Pension Scheme, Monthly Team Meetings, Free Tea & Coffee, NHS Continuous Service holiday entitlement honoured *
We are committed to safeguarding and protecting the people we care for, creating a setting in which everyone feels welcome and safe. All posts are subject to a safer recruitment process which includes the disclosure of criminal records and barring checks, scrutiny of employment history, robust referencing and other vetting checks.
(*providing proof of continuous service is shown and that employment and employment dates meet the criteria)
Job responsibilities
Key Responsibilities
* Help people to manage their health needs through answering queries, making and managing appointments, and ensuring that people have good quality written or verbal information to help them make choices about their care, using tools to understand peoples level of knowledge, confidence and skills in managing their own health.
* Support the clinical team on the day with managing patient queries and appointments acting from their direction as well as advising on complex issues within appointment guidelines where these arise.
* Utilising population health intelligence to proactively identify and work with a cohort of patients to deliver personalised care.
* Support patients to utilise decision aids in preparation for a shared decision-making conversation.
* Holistically bring together all of a persons identified care and support needs, and explore options to meet these within a single Personalised Care and Support Plan (PCSP), in line with PCSP best practice, based on what matters to the person.
* Support people to take up training and employment, and to access appropriate benefits, education, peer support interventions, accessing self-management where eligible for example, through referral to Social Prescribing Link Workers.
* Provide coordination and navigation for people and their carers across health and care services, working closely with Social Prescribing Link Workers, Health and Wellbeing Coaches, and other primary care professionals.
* Support the coordination and delivery of MDTs within the PCN where required.
* Support your independent development by identifying areas or gaps aligning with the job role, and taking independent action on these to continue your own professional development.
* Act with integrity and professionalism at all times.
* Work with the GPs and other primary care staff to identify and manage a caseload or defined list of patient contacts, and where required and as appropriate. This may be, primarily, within Syst1 or AccuRX systems but may also be included within other work systems, defined projects or associated workloads linked to the patients of the Practice.
* Raise awareness within the PCN of shared decision-making and decision support tools by accurately coding personalised care events within your workload.
* Raise awareness of how to identify patients who may benefit from shared decision-making and support PCN staff and patients to be more prepared to have shared decision-making conversations.
* Performing any other reasonable duties as directed by the Management Team.
Person Specification
Experience
* Experience in an administrative role
* Experience of working as part of a team
* Experience of using Microsoft office
* Experience of managing multiple workloads
* Experience of working in the NHS/Primary Care
* Project Experience
* Experience of using SystmOne
Key Skills
* Quick to learn and understand complex issues, finding solutions and sharing experiences
* Ensures that all activities are completed within timescale and communicated to patients/carers as necessary
* Ability to share complex data
* Good understanding of areas of health inequalities and application of this information within a project framework
* Understands the wider health service and how patient care can be supported through multi-agency working
Qualifications
* GCSE grade A to C in English and Maths
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.
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