Job responsibilities
Job Summary
East End Health Network
invites applications from motivated and detail-oriented individuals for the
role of PCN Service Administrator. This pivotal position supports the
day-to-day delivery of healthcare services across multiple practices within the
PCN, ensuring the smooth day to day operations in various areas such as Long
Term Condition Management, Enhanced Access and others.
As a key member of the
administrative team, you'll be responsible for front-desk duties, call recall
processes, managing patient communications, and supporting practices in
achieving PCN performance targets. You will also liaise with clinical and
operational staff to ensure deadlines are met to a timely manner and effective
administrative follow-up is being carried out.
This is an excellent
opportunity to join a dynamic team and contribute to meaningful healthcare work
that positively impacts patients every day. Youll work closely with a network
of dedicated healthcare professionals who are passionate about delivering high-quality,
accessible care to the local community.
Key Working
Relationships
-
Network Manager
-
Services Manager
-
IT and Digital Lead
-
Network call/recall staff
-
Network Clinical Leads
-
Clinicians in the Network
-
GP Practice Managers
-
Staff in Partner Agencies
-
Patients
-
The Public
Key Responsibilities:
Provide front-desk support
and administrative cover within the Enhanced Access service
Serve as the first point of
contact for patients attending out-of-hours and extended access appointments.
Ensure a welcoming and professional reception environment, manage appointment
check-ins, and support clinicians with administrative tasks to ensure seamless
service delivery.
Manage incoming emails,
phone calls, and patient queries in a professional and timely manner
Handle high volumes of
communications efficiently, directing queries appropriately, taking accurate
messages, and ensuring prompt follow-up. Maintain a courteous and empathetic
tone when dealing with patients, carers, and external stakeholders.
Support Call and Recall
processes for patient follow-ups, screening, and chronic disease management
Work proactively to contact
patients due for routine checks, vaccinations, screenings, and long-term
condition reviews. Accurately document patient interactions and coordinate with
clinical teams to ensure appointments are scheduled and completed.
Contribute to the
monitoring and administration of key PCN KPIs and performance targets
Support the delivery of
national and local health initiatives by tracking activity against PCN
objectives, such as cervical screening uptake, immunisations, and long-term
condition management. Assist in data entry, reporting, and identifying areas
requiring follow-up action.
Liaise with clinicians and
practice staff to manage referrals, patient records, and ongoing administrative
tasks
Facilitate smooth coordination
between administrative and clinical teams by tracking patient referrals,
updating records, and communicating important information across practices.
Help ensure patients are followed up appropriately in line with clinical guidance.
Chase, file, and escalate
documents or communications relevant to patient care and PCN operations
Maintain up-to-date and
organised documentation, following up on outstanding information, incoming
reports, or third-party communications. Ensure timely escalation of urgent or
sensitive issues in accordance with internal protocols.
Assist with routine
reporting, audits, and documentation across the PCN
Contribute to the preparation
of internal and external reports, audits, and compliance documentation. Support
data collection and quality improvement initiatives as part of the PCNs
continuous service development efforts.
Ensure high standards of
data entry, record-keeping, and confidentiality in line with NHS and practice
protocols
Input and maintain accurate
data across clinical systems (e.g. EMIS, SystmOne). Adhere strictly to GDPR and
information governance policies to ensure patient data is managed responsibly
and securely.
Essential Skills and
Experience
- Excellent verbal and written communication skills.
- Experience in a customer service or front desk
environment.
- Highly personable with a professional and empathetic
approach to patient and colleague interaction.
- Strong organisational skills with a keen attention to
detail.
- Proficient in Microsoft Office applications, especially
Word, Excel, and Outlook.
- Ability to manage competing priorities and multitask
effectively.
- A proactive team player with the initiative to work
independently when required.
Desirable (Not Essential)- Experience working within an NHS or healthcare setting.
- Previous experience in Primary Care, including GP
practices or PCNs.
- Familiarity with electronic medical record systems such
as EMIS Web, SystmOne, or similar.
- Understanding of Enhanced Access services and wider NHS
frameworks.
Equipment Used by the
post holder
All general office equipment
Working conditions
Possible exposure to telephone callers who may
be stressed, angry or frustrated.
Some lifting of boxes of supplies or files.
In office position
Health and Safety, Confidentiality, Equal Opportunities & Improving
Working Lives
Health &
Safety/Security
It is the duty of every
employee to adhere to the Health & Safety Policy and work in such a way
that accidents to themselves and to others are avoided, and to co-operate in
maintaining their place of work in a tidy and safe condition, thereby minimizing
risk. Employees will, therefore, refer any matters of concern through their
respective line managers. Similarly, it is each person's responsibility to
ensure a secure environment and bring any breaches of security to the attention
of their managers.
Confidentiality
In the course of every
employee's duties, they may have access to confidential material about
patients, members of staff or other health service business.
On no account must information relating to
identifiable patients be divulged to anyone other than authorised persons, for
example, medical, nursing or other professional staff, who are concerned
directly with the care, diagnosis and/or treatment of the patient.
Similarly, information relating to staff records
or information concerning contracts, tenders and other commercially sensitive
matters etc. are considered to be confidential and must not be divulged without
prior authority.
Breaches of confidentiality will result in
disciplinary action.
If in any doubt whatsoever as
to the authority of a person or body asking for information of this nature,
seek advice from your manager.
Equal Opportunities, Respect
and Dignity at Work, Improving Working Lives
In Tower Hamlets we are
committed to equality of opportunity & diversity in the workplace; all
managers and staff are responsible for ensuring that this is delivered in
practice.
We are equally committed to
respect for other people and all managers and staff are expected to be clear of
what is expected of them and for ensuring that they commit to this policy in
their day to day working life. In Tower Hamlets, we oppose all forms of
bullying or harassment in the workplace. Everyone has a personal responsibility
to seek to improve their own and colleagues working lives to create a healthy
and productive working environment.
Appraisal and Personal
Development
This Network is committed to
lifelong learning for all staff and has put in place an appraisal and
development infrastructure. All employees have a responsibility to participate
in regular appraisal with their line manager and to identify performance standards
for the post. As part of the appraisal process employees have a joint
responsibility with their line manager to identify any learning development
needs in order to meet the agreed performance standards.
No Smoking Policy
The Network is committed to a
policy which actively discourages smoking and offers support to staff that wish
to stop smoking.
Review of Job
Description
This job description outlines current duties and
responsibilities; however, it is subject to review and amendment in the light
of developing or changing services. Therefore, the post holder is expected to
view it as a guide rather than an exact description of all duties and
responsibilities. It may be subject to variation from time-to-time.
