Service Administrator; Part Time

The Service Administrator role outlines a multi-faceted position within the Elective Care Services Team
. The candidate will play a crucial role in handling administrative tasks and ensuring the smooth operation of community specialist clinics across Harrow. Below is a summary of the key responsibilities and qualifications required:

• Base Location
  :
  Head office in Northwood, with responsibilities extending to various clinics across Harrow.
• Primary Duties
  :
  Managing day-to-day administrative tasks, patient bookings, triage processes, and communication through phone, email, and text.
• Work Environment
  :
  Busy, fast-paced, requiring flexibility and the ability to assist other services as needed.

Harrow Health Community Interest Company (Harrow Health) began in 2007 by a group of Harrow GPs, whose sole aim was to ensure patients receive a high-quality clinical care service within the community. Over the years, Harrow Health has expanded. We now provide many clinical services, which include multiple community-based specialist consultant-led clinics and the Whole systems Integrated Care Enhanced Frailty Service.

Our Vision is to provide high quality patient care, enhancing patient experience by providing excellent clinical effectiveness in a safe environment. Working in partnership to provide gold standard services and develop a sustainable future for the local health community.

Key Responsibilities:

Administrative Operations
:

• Provide ad hoc support as and when requested by the organisation to meet administrative and service demands on a zero-hour contract.
• Oversee the administration of various specialist clinics (e.g., Gynaecology, Dermatology, Gastroenterology, ENT).
• Follow company SOPs and policies to ensure efficient patient management.
• Data entry and processing of referrals in clinical systems.
• Manage patient appointment bookings via phone, text, or email.
• Handle clinic outcomes, scheduling follow-ups, and coordinating secondary care referrals.
• Respond to patient inquiries promptly, maintaining service inboxes within agreed timelines.
• Address and manage sensitive phone calls, escalating complex issues to service managers as needed.

Clinic Preparation and Support
:

• Prepare and provide support for consultant-led clinics.
• Assist with stock management and ordering clinical consumables.
• Work across various clinic sites as required, including reception duties when necessary.

Data and Reporting
:

• Collect and contribute to monthly reporting and invoicing data.
• Support the service with activity audits and maintain adherence to KPIs.

Collaboration and Communication
:

• Liaise effectively with patients, clinicians, and external healthcare providers.
• Provide outstanding customer service in interactions with all stakeholders.
• Offer feedback to management to improve services and support team objectives.

• Strong Customer Service Skills.
• Knowledge of NHS Systems – EMIS Web, e-Referral System.
• Previous experience in a similar role.

• Flexibility.
• Ability to work effectively in a team.
• Previous experience working within an administrative function with a healthcare setting.

• Polite telephone manner.
• Microsoft (Word, Excel) Literate.
• The ability to remain calm under pressure.
• NHS Services.
• Understanding of information governance and patient confidentiality.
• Technical Proficiency:
  Familiarity with clinical systems such as E-Referral System and EMIS Web.
• Communication
  
  Skills:
  
  Ability to manage phone lines effectively and handle difficult conversations with empathy.
• Administrative Competence:
  Experience in processing patient data and maintaining strict data protection per GDPR guidelines.
• Flexibility:
  Willingness to work in various locations and adapt to changing business needs.
• Organizational
  
  Skills:
  
  Capable of managing multiple tasks, ensuring timelines are met, and assisting in general office duties.
• Proactive Attitude:
  Ability to support other team members and services as needed.

• Minimum GCSE Grade C in English and Maths.
• Health and Social Care Level 2.

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.