Improved Access Service Administration Assistant

Care Unbound Ltd t/a Here

The closing date is 26 June 2022

Job summary

We are looking for a passionate, dedicated and bright, friendly individual to work in a busy and varied role requiring excellent administration and people skills. Working a mixture of shifts between 9:00 and 20.30 during the week as well as weekend working (between 8:00-14:00) this exciting role will be based in Brighton & Hove and also involve working from various locations across East Sussex.

The successful candidate will be required to work autonomously for some of the time, the ability to think quickly and adapt to changes as they happen and excellent IT (including trouble shooting) skills are essential. Experience working within the primary care sector would be an advantage but is not essential.

We recommend that you refer to the supporting documents provided for further detail.

Main duties of the job

Supporting and managing the staffing rotas

Maintaining databases

Supporting complaints procedures

Supporting quality and patient safety procedures

Arranging training, site inductions and new staff compliance

Co-ordinating and attending /facilitating meetings

Other project related assistance

Manning the reception desk

About us

We are a not-for profit, social enterprise delivering NHS services. Our members are local GPs, practice managers, practice nurses and our own staff.

We believe these things to be true...

  • Care is something we can choose to show for ourselves and each other at any time. Care is not exclusive to an appointment or a medical intervention
  • We have a right to take control of our lives
  • It takes courage to step forward and effect change. The capacity to lead is within us all
  • Every interaction can be powerful if we choose to engage consciously. We know the ripples from these movements can go on to create profoundly positive change
  • True care is a way of living that creates meaning between us all

Our Purpose in the World: Care Unbound. To create more possibilities for care in every moment.

We believe in enabling people to take control of their health care journeys – we help to change the way health and wellbeing services work so care can focus on what matters to individuals.

We work to ensure that our culture is one that allows everyone to come to work as their ‘whole’ selves. We want to ensure that  work is enjoyable and speaks to us on a level deeper than ‘just getting the job done’

Job description

Job responsibilities

Principal Duties and Responsibilities

Rota Support

  • Organising the staffing rotas ensuring there are adequate staffing levels as per operational guidelines
  • Managing staff enquiries regarding IAS shifts
  • Sending regular reminder to all IAS staff of the shifts and other routine tasks to mitigate last minutes cancellations
  •  Ensuring any issues with staffing the rota are escalated to the IAS Assistant Managers


  • Arranging the training and site inductions for all new IAS staff
  • Supporting the IAS Assistant Managers to ensure all new staff added to the rota are compliant to statutory requirements and that the service holds the necessary documentation as per set guidelines
  • Maintaining the staff database with details and paperwork for all staff and escalate any issues with staff compliance to the IAS Assistant Managers or the IAS Manager
  • Arranging new staff access to practices' clinical systems
  • Undertaking crosschecks across the whole service to ensure patient safety and service quality is being maintained as per the IAS protocols
  • Monitoring the email inboxes & follow up any issues raised by patients or staff issues highlighting any concerns
  • Support the service’s Complaints procedure

Project Support

  • Co-ordinate attend and/or facilitate meetings, and transcribe any minutes and notes as required.
  • Other project related assistance as required by the Primary Care Development Managers

Reception Practice Support

  • Man the reception desk when required during the IAS shift times and present a professional and courteous image to all service users, visitors and staff
  • Welcome visitors and provides all possible assistance, including arrangements for access requirements, ensuring that the appropriate staff member is informed of their arrival
  • Communicates courteously and politely at all times when dealing with enquiries
  • Use of computer and paper based systems to perform administrative functions in order to support the administration of service provision in accordance with agreed standard processes and procedures, and within agreed timeframes. Ensuring the accuracy and quality of data recorded

Operational Performance

  • Work collaboratively to help develop and promote a positive working culture, encouraging staff participation and involvement in developing, improving and promoting the service
  • Ensure adherence to efficient administrative processes within the service
  • Work within services that attain high standards for access, quality, safety and patient engagement achieved through organisationally agreed objectives and goals.

Personal Performance Management

  • Maintain productive relationships encouraging the giving and receiving of regular feedback to create and maintain a culture of constantly seeking to refine and improve the service.
  • Engage with patients, internal and external stakeholders
  • Engage with users of the service to understand people’s experience of the service and to measure levels of satisfaction
  • Undertake any other duties required by the business as appropriate to the role.
  • Take responsibility for maintaining a record of own personal and/or professional development
  • Take responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work


  • Alert line manager to any issues compromising quality of projects and operational work streams
  • Effectively manage own time, workload and resources
  • Work with GP practices and other providers to work within risk management and health and safety policies and procedures
  • Adhere to robust process for recording incidents, complaints, accidents and significant events
  • To provide administrative support to assist with the development and management of any changes or new processes and systems that need implementing.
  • To carry out any other appropriate duties as determined by the Primary Care Development Managers.

Health and safety

  • Abide by all health and safety matters and keep up to date on Health and Safety Regulations and legislation.


As an employee of ‘Here’ you may gain knowledge of a highly confidential nature relating to the private affairs, diagnosis and treatment of patients, information affecting members of the public, matters concerning staff and details of items under consideration by ‘Here’. Under no circumstances should such information be divulged or passed to any unauthorized person. This includes holding conversations with colleagues concerning patients or staff in situations where the conversation may be overheard. Breaches of confidence will result in disciplinary action which may involve dismissal.


Our policies and practices are designed to ensure equality of opportunity in employment and service delivery. All staff are expected to comply with these policies and practices.


We will make use of computer technology. Staff should expect to use automated information systems in their work in order to improve quality and co-ordination of services, and to enable faster and more accurate communication within and outside of the organisation.

Person Specification



  • Educated to GCSE standard or equivalent including English
  • Hold a recognised qualification in use of computer software eg Microsoft Word, Excel Access, ECDL
  • High standard of written and verbal communication


  • Basic Life Support training



  • Experience of :
  • prioritising work and meeting deadlines;
  • office systems such as diary management, rota management, bring forward systems and computer filing systems;
  • communicating effectively and professionally both face to face and on the telephone with people at all levels;
  • demonstrating a high standard of written and verbal communication skills;
  • overcoming obstacles;
  • dealing with patients in a professional and compassionate manner.


  • Knowledge and understanding of the NHS and the challenges facing Primary Care;
  • Understanding Information Governance, Patient Confidentiality and Data Protection requirements;
  • The ability to anticipate barriers and issues and take action to mitigate risks;
  • Previous experience of working in a primary care setting;
  • Experience of using electronic systems/databases to ensure efficient management processes;

Personal Skills


  • Competent in Microsoft Office packages;
  • Proven record of good timekeeping and attendance;
  • Ability to work flexible shift times (8:30 - 20:30 M-F and 8 am - 2pm weekends);
  • Able to show understanding of issues relating to equal opportunities;
  • Tact and diplomacy;
  • Smart & confident;
  • Team working skills;
  • Assertive but polite and patient;
  • Organised and able to work on own initiative;


  • Analytical and problem solving skills;

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

Care Unbound Ltd t/a Here


4th Floor

177 Preston Road


East Sussex


Employer's website (Opens in a new tab)

For questions about the job, contact:

Stephen Cracknell

Date posted

09 June 2022

Pay scheme



£20,500 to £23,500 a year



Working pattern

Flexible working, Home or remote working

Reference number


Job locations

4th Floor

177 Preston Road


East Sussex


177 Preston Road



Supporting documents

If there's technical issues with the website, contact:



0300 330 1013

Outside UK:

+44 300 330 1013

Opening times:

Monday to Friday: 8am to 6pm

Saturday: 9am to 3pm

Closed Bank Holidays including Easter Sunday, Christmas Day, Boxing Day and New Year's Day.