Overview

Administrative and clerical staff are the backbone of Primary Care, ensuring that both clinical and non-clinical services run smoothly. Whether greeting patients at the front desk, managing telephone enquiries, or handling medical correspondence, these roles are essential in supporting high-quality patient care.

Often the first point of contact, admin and clerical professionals act as the link between patients, healthcare professionals, and other services. Roles include Receptionist/Care Navigator, Call Handler, Administrator, and Medical Secretary — each requiring strong communication, organisational, and IT skills, as well as the ability to work under pressure and provide excellent customer service.

Career Pathway

Working in Primary Care as an admin or clerical staff member offers a clear and flexible career pathway. Staff often begin in entry-level roles such as Receptionist or Administrator and, with experience and training, can progress to more senior roles like Medical Secretary, Office Manager, or even into service coordination and team leadership positions.

Many practices now support Care Navigation, giving Receptionists an enhanced role in helping patients access the right service at the right time. This can lead to further opportunities in patient services, healthcare coordination, or NHS management.

Typical job roles in the pathway include:

  • Receptionist / Care Navigator

  • Call Handler

  • Administrator

  • Medical Secretary

  • Senior Administrator / Office Manager

  • Patient Services Coordinator

Training & Development

There are no set entry requirements for most admin and clerical roles, but key skills and personal qualities such as good communication, IT proficiency, and a calm, patient approach are essential.

Each role offers on-the-job training, often including:

  • Customer service skills

  • Use of clinical systems and IT software

  • Medical terminology

  • Care Navigation training

  • Data entry and record-keeping

  • Telephone and interpersonal communication skills

Useful Links

Here are some resources to support your development:

Contact

For further information about training, development, or upcoming opportunities for admin and clerical staff in Primary Care across Shropshire, Telford and Wrekin, please contact:

stw.traininghub@nhs.net