About this role
Job summary
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:
Main duties of the job
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.
About us
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 Wholes 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.
Job description Job responsibilities
Key Responsibilities:
Administrative Operations:
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. Patient Interaction:
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.
Person Specification
Experience Essential
Strong Customer Service Skills.
Desirable
Knowledge of NHS Systems - EMIS Web, e-Referral System. Previous experience of a similar role.
Knowledge Other Factors Essential
Flexibility. Ability to work effectively in a team.
Desirable
Previous experience working within an administrative function with a healthcare setting.
Skills Essential
Excellent Communication Skills both written & verbal. Polite telephone manner. Microsoft (Word, Excel) Literate. Excellent Attention to detail. The ability to remain calm under pressure.
Desirable
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.
Qualifications Essential
Minimum GCSE Grade C in English and Math.
Desirable
Health and Social Care Level 2.
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 Harrow Health CIC
Address Metro House Ground Floor
203 Pinner Road
Northwood
Middlesex
HA6 1BX
Employer's website https://www.harrowhealth.org.uk (Opens in a new tab)