About this role
Job summary
Are you organised, compassionate, and enjoy helping people? Join our Here for Health - Waiting Well Programme as a Programme Administrator and play a key role in supporting patients across Oxfordshire.
You'll provide friendly, high-quality administrative support, keeping clinics running smoothly, managing appointments, and helping patients access the care and community services they need. You'll work closely with the Here for Health team, healthcare staff, GP practices, and external services to ensure a safe, efficient, and patient-focused service.
We're looking for someone who is:
Experienced in administration or customer service
Excellent at communicating, including on the phone
Organised, reliable, and able to manage multiple tasks
Friendly, compassionate, and people-focused
Why join us?
Make a real difference to people's health and wellbeing
Be part of a supportive, inclusive team
Access professional development opportunities
Main duties of the job
Book, manage, and coordinate Waiting Well appointments and clinics
Act as a first point of contact for patient, GP, and staff enquiries, responding in a professional and timely manner
Provide clear and accurate information to patients and colleagues
Support the organisation and day-to-day running of Waiting Well clinics
Maintain accurate and up-to-date patient records, always ensuring confidentiality
Assist with tracking, monitoring, and evaluation of programme activity
Work closely with the Here for Health team to support efficient service delivery
Liaise with internal and external stakeholders to ensure smooth patient pathways
Follow Trust policies, procedures, and information governance requirements
About us
Oxford University Hospitals NHS Foundation Trustis one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research.
The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.
Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.We call thisDelivering Compassionate Excellenceand its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via theOUH YouTube channel.
Job description Job responsibilities Communication
Contact patients to arrange and manage Waiting Well appointments, including re-scheduling if needed. Help patients understand information clearly and overcome any barriers.
Follow up with patients who do not attend appointments to find out the reason and offer support.
Remind patients of upcoming appointments and check if they plan to attend or need to re-schedule.
Respond to anxious or worried patients and relatives with patience, tact, and discretion.
Deal with messages from clinicians, GPs, and other staff, keeping the Service Manager informed. Record communications accurately.
Handle sensitive information, including patient records and staff development details, professionally and confidentially.
Communicate complex or sensitive information clearly, both verbally and in writing. This may include programme procedures, key performance indicators, referrals, and evaluation data.
Keep the Service Manager updated on progress and any challenges. Take appropriate action on complaints, seeking guidance when needed.
Planning & Organisation Arrange and manage appointments independently, ensuring the service runs smoothly.
Re-schedule appointments or admissions if patients or the programme need to change them.
Make the best use of clinic time and staff resources. Check patient lists and data for accuracy, contacting GPs when needed.
Make onward referrals for patients and keep the team informed of any issues.
File outcomes and correspondence correctly in patient records and maintain an accurate filing system.
Organise and monitor staff rotas and clinic venues in collaboration with the health promotion practitioners and Service Manager.
Maintain programme trackers and records to a high standard with support from the team.
Monitor the programmes generic email inbox and message pool, responding to queries promptly.
Person Specification
Qualifications Essential
Good general standard of education to include Maths and English
Desirable
Making Every Contact Count (MECC) training
Experience Essential
Experience working in an administrative or office role Experience supporting members of the public, ideally in a health or care setting Experience working to deadlines and managing tasks within agreed timescales Experience following set ways of working and maintaining standards Experience supporting people who may be upset, worried, or stressed, in a calm and caring way
Desirable
Experience working in a hospital or NHS setting Experience working with people from different backgrounds Experience creating or updating information or records
Knowledge and Skills Essential
Clear and confident communication skills Good attention to detail Reliable and well organised Able to use initiative and make day-to-day decisions Able to manage a busy workload and change priorities when needed Able to work well as part of a team Able to communicate effectively with staff and patients Willing and able to adapt to change and interruptions
Desirable
Experience using electronic patient record systems Basic understanding of medical terms
Technical skills Essential
Confident keyboard skills Able to use common computer systems, including Word, Excel, and Outlook
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 Oxford University Hospitals NHS Foundation Trust
Address John Radcliffe Hospital
Headley Way
Oxford
OX3 9DU
United Kingdom
Employer's website https://www.ouh.nhs.uk/ (Opens in a new tab)