About this role
Job summary
The Hospital at Home (HaH) Administrator provides high-quality, reliable administrativecoordination for the Hospital at Home Service within the London Borough of Hillingdon. Theservice operates 08:00-20:00, seven days per week, delivering acute-level nursing care tofrail older adults in their own homes as an alternative to hospital admission.
The postholder is the administrative backbone of the service, supporting the Band 8A Clinical Lead, Band 7 Senior Practitioners, and Band 6 Senior Nurses in the day-to-day operational running of the virtual ward. Responsibilities include managing referral intake,maintaining the virtual ward patient list on Systm1, coordinating staff rotas and diaries, supporting performance data and KPI reporting, managing communications between theHaH team and partner organisations, and providing general administrative and officemanagement support.
Main duties of the job
The Hospital at Home (HaH) Administrator provides comprehensive administrative and coordination support to the Hospital at Home Service for the London Borough of Hillingdon. This is a 0.6 WTE (22.5 hours per week), Band 3 post, working Monday to Friday within core hours.
The postholder is responsible for monitoring and actioning the HaH referral inbox, uploading and managing patient referrals on Systm1 , and maintaining an accurate virtual ward patient list.
They act as the first point of administrative telephone contact for the service, handling calls from referrers, patients, and carers professionally and escalating clinical concerns to the on-shift clinician without delay.
Key responsibilities include coordinating staff rotas and clinical diaries using HealthRoster, preparing the daily virtual ward round schedule.
The role includes supporting remote monitoring equipment allocation and asset tracking, organising and minuting governance and team meetings, processing subject access requests, managing supply orders via SBS/Oracle, and logging incidents and complaints on Datix.
The successful candidate will demonstrate excellent organisational and IT skills, experience of NHS administrative systems, and a commitment to CNWL's SCARF values: Safe, Compassionate, Accountable, Reflective, and Fair.
About us
Central and North West London NHS Foundation Trust (CNWL) is one of the largest and most diverse NHS trusts in England, providing integrated mental health, community health, and substance misuse services.
We also work within our SCARF framework: Safe, Compassionate, Accountable, Reflective, and Fair -- a set of principles that underpin our culture and our approach to safe, high-quality care.
What we offer our staff: -Agenda for Change pay.Generous NHS pension scheme.Minimum 27 days annual leave plus bank holidays (rising with length of service)Flexible working opportunities and support for work-life balance.Access to the CNWL Staff Health and Wellbeing programme including free staff counselling, physiotherapy, and occupational health services.Cycle to Work scheme and season ticket loan.Access to NHS discounts including Blue Light Card.Comprehensive induction programme and role-specific training.Support for continuing professional development and career progression within CNWL and the wider NHS.Regular supervision, appraisal, and a personal development plan.A supportive, values-driven team committed to making a difference for the people of Hillingdon.
If you share our values and want to be part of something new, impactful, and genuinely meaningful -- we would love to hear from you.
Job description Job responsibilities
Please note: This vacancy does not meet the criteria for Skilled Worker sponsorship, unless you meet the criteria by temporary exemption from current changes to immigration rules put in force on 22/07/2025. Separate provisions are applied to workers who have been sponsored and held continuously Skilled Worker visa since prior to 04/04/2024."
As such, if you dont meet the Transitional Provision (above) we are unable to consider your application unless you can provide documentary evidence of your right to work in the United Kingdom. If you believe you are eligible for sponsorship or already hold a valid right to work in the UK, please ensure you provide full details of your immigration status in the Pre-Screening Immigration section of your application form.
Please note role eligibility also depends on whether the role meets the salary threshold for the relevant occupational code (SOC CODE).
For further info please visit: Skilled Worker visa: Overview - GOV.UK
Service ContextThe Hospital at Home Administrator supports the operational delivery of the Hospital at Home for the London Borough of Hillingdon. The service operates 08:0020:00, seven days per week, delivering acute-level nursing care to frail older adults in their own homes as an alternative to hospital admission. This post is 0.6 WTE (22.5 hours per week), MondayFriday. The postholder provides administrative and coordination support to the Band 8A Clinical Lead, Band 7 Senior Practitioners, and Band 6 Senior Nurses, and is the administrative backbone of the service.
Referral Management and Virtual Ward Patient ListThe postholder monitors the shared HaH referral inbox throughout core hours, triaging and actioning all incoming correspondence. They verify that referrals contain all mandatory information including NHS number, clinical summary, and patient consent before uploading onto Systm1 using the designated HaH referral template. Incomplete referrals are returned to the referrer with a professional request for missing information.The postholder maintains an accurate virtual ward patient list on Systm1 at all times, reflecting the live census of patients admitted to the service. They provide the clinical team with a daily virtual ward census at the start of each working day, confirm expected discharges, and maintain a discharge log recording episode outcomes and length of stay against the 14-day maximum.
Communication and Call HandlingThe postholder acts as the first point of administrative telephone contact for the service during core hours, handling calls from referrers, patients, carers, GP practices, and partner organisations professionally and with empathy. All patient-related calls are documented on Systm1 . Clinical concerns, safeguarding issues, or complaints are escalated immediately to the on-shift Band 7 without delay. Voicemails and missed calls are cleared and actioned before close of business each day.
Rota, Diary, and Scheduling CoordinationThe postholder supports the Band 8A with rota administration on HealthRoster, including recording annual leave, sickness, and shift changes. Each morning, staff availability is cross-checked against approved off-duty and clinical diaries are updated to reflect staff on shift, their assigned roles, and allocated patient caseloads. A rolling three-day forward plan is maintained.
Performance Data and KPI ReportingThe postholder maintains the HaH Performance Tracker with accurate daily data entry and supports reporting against core virtual ward KPIs.
End-of-Day Handover and Operational ReportingThe postholder compiles and circulates the Daily Administrative Handover Log before close of business each day (by 16:30), covering: referrals received and actioned; outstanding items; current virtual ward census; expected discharges; staffing summary; system issues; and escalations.
Remote Monitoring and Equipment AdministrationThe postholder coordinates remote monitoring equipment allocation, logging device assignment on the HaH asset register and processing returns on patient discharge. Equipment faults are reported to the Band 7 and escalated to the CNWL IT Helpdesk within 24 hours. The BCAS equipment register is maintained and annual calibration checks are coordinated.
General Administration and Governance SupportThe postholder organises and minutes governance meetings, clinical supervision sessions, and MDT meetings, distributing approved minutes within three working days and storing them on SharePoint. They act as Subject Access Request (SAR) Coordinator for the service, process data requests in accordance with GDPR and Trust policy, and log complaints, compliments, and incidents on Datix. Administrative typing support is provided to clinicians as required.
Information GovernanceAll patient and staff data is handled in strict accordance with CNWL Information Governance Policy, GDPR, the NHS Confidentiality Code of Practice, the Data Security and Protection Toolkit (DSPT), and the Caldicott Principles. All Systm1 entries must be accurate, complete, and compliant with CNWL Records Retention Policy. Data breaches or IG incidents are reported immediately to the Band 7 or Band 8A and logged on Datix.
General ResponsibilitiesThe postholder participates in annual appraisal, maintains an up-to-date personal development plan, and completes all mandatory and statutory training within required timescales. They comply with all CNWL HR, Health and Safety, and Information Governance policies and uphold CNWL SCARF values Safe, Compassionate, Accountable, Reflective, and Fair in all aspects of their work.
The postholder does not hold clinical accountability and does not make independent clinical decisions. All clinical concerns are escalated immediately to the Band 7 Senior Practitioner or Band 8A Clinical Lead.
Person Specification
Qualifications and Training Essential
Good standard of general education including GCSE (or equivalent) in English and Mathematics at Grade C/4 or above
Desirable
Evidence of further education or vocational training relevant to administration, health and social care, or IT NVQ/QCF Level 2 or 3 in Business Administration, Health and Social Care, or equivalent
Knowledge and Experience Essential
Previous experience in an office, administrative, or coordination role Experience of providing high-quality customer service in a patient-facing or public-facing environment Experience of using electronic patient record, referral management, or database systems
Desirable
Experience of working in an NHS, community health, primary care, or social care environment Experience of using EMIS, Cerner, SystmOne, or an equivalent community health EPR system Experience of rota management, diary coordination, or scheduling support in a clinical or service setting Experience of producing meeting minutes, performance reports, or activity data Knowledge of Hospital at Home, virtual ward, or community-based acute care services Understanding of Caldicott Principles, GDPR, and NHS Information Governance standards Knowledge of NHS England Virtual Wards Operational Framework or NHS hospital discharge guidance
Specific Skills and Abilities Essential
Proficient keyboard and IT skills; ability to enter and retrieve data accurately on computerised systems Proficient in Microsoft Office: Word, Excel, Outlook, and Teams; able to produce reports, trackers, and correspondence Excellent verbal and written communication skills; able to communicate professionally with clinical staff, referrers, patients, and carers Strong organisational skills; ability to prioritise competing demands and manage multiple administrative tasks simultaneously Ability to maintain accuracy and attention to detail when managing patient lists, referral data, and performance trackers under pressure Ability to work on own initiative within a defined framework; recognise when to escalate to the clinical team Ability to work as an effective and supportive team member in a fast paced community acute setting Ability to remain calm, professional, and empathic under pressure and when managing distressed callers Experience of using multi-user databases or shared information management systems Experience of SBS / Oracle E Procurement or equivalent ordering systems
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 Central and North West London NHS Foundation Trust
Address Beaufort House
Uxbridge
UB8 1QG
United Kingdom
Employer's website https://www.cnwl.nhs.uk/work (Opens in a new tab)