Job summary
The Out-of-Hours Administrator is responsible for supporting the effective delivery of
out-of-hours services. This includes ensuring administrative processes are efficiently
maintained, providing UTC site coverage during unmanned hours, and collaborating
with operations managers to optimize staffing and service delivery. This role requires
flexibility to work across various sites as needed.
Main duties of the job
Provide administrative support to operations managers by collating patient data, organizing documentation and maintaining effective
communication across teams and sites.
Maintain and update systems including PEMS, surgery codes, amalgamations, to ensure accurate and current data.Serve as the central point of contact for dispatch, managing and
reallocating home visits based on location and workload using agreed
protocols.Coordinate clinician pickups with drivers and maintain accurate records of
all visits.Provide an effective telephone service, managing inbound and outbound
communications on behalf of PELC.
Record patient demographics accurately and offer comfort calls to patients
awaiting visits. Prepare outreach/home visit boxes, ensuring documentation and sign-in/out sheets are accurate and up-to-date.Ensure devices are checked, charged, and operational, while managing
the replenishment of equipment as required.
Provide coverage for receptionist gaps during evenings and weekends to
maintain operational continuity.
Oversee the handling of deliveries, assist with prescription
management, collect and analyze operational data including service delivery metrics,
call volumes and dispatch efficiency.
Assist in managing emergency situations by coordinating resources and
maintaining communication between teams and emergency protocols to follow during
critical incidents. Ensure policies, guidelines, and relevant documents are current and
accessible at all sites.
About us
The Partnership of East London Co-operatives (PELC) Ltd is a not-for-profit social enterprise. We provide a range of NHS healthcare services including, GP Out of Hours and Urgent Treatment services to over 1.1 million patients in the Barking & Dagenham, Redbridge, Havering and West Essex areas to meet the needs of the community. We offer a supportive and friendly working environment including excellent training and although we are NOT an NHS employer, we provide automatic enrolment into the NHS Pension Scheme.
Our PELC mission is to provide outstanding care to the communities we serve. If you have an advance clinical skills, emergency care experience, ambulance service and worked in the GP practice, whether you want a permanent role or something more flexible through our in-house Trust Temps / Bank shifts, if you love a challenge, dynamic and are looking for an exciting new endeavour, join our team.
Job description
Job responsibilities
Job Details
Job Title:BANK Out-of-Hours Administrator
Department:Operations
Hours: BANK/Part time
Salary: £23,615 plus unsocial hours allowance
Base: Bourne Court, Woodford
Accountable To: Operation Manager
Key Liaisons: Operations Managers, Head of Site Operation and Management
Role Summary
The BANK Out-of-Hours Administrator is responsible for supporting the effective delivery of
out-of-hours services. This includes ensuring administrative processes are efficiently
maintained, providing UTC site coverage during unmanned hours, and collaborating
with operations managers to optimize staffing and service delivery. This role requires
flexibility to work across various sites as needed.
Main Duties and Responsibilities
- Provide administrative support to operations managers by collating the
patient data , organizing documentation, and maintaining effective
communication across teams and sites.
- Maintain and update systems, including PEMS, surgery codes, and
amalgamations, to ensure accurate and current data.
- Serve as the central point of contact for dispatch, managing and
reallocating home visits based on location and workload using agreed
protocols.
- Coordinate clinician pickups with drivers and maintain accurate records of
all visits.
- Provide an effective telephone service, managing inbound and outbound
communications on behalf of PELC.
- Record patient demographics accurately and offer comfort calls to patients
awaiting visits.
- Prepare outreach/home visit boxes, ensuring documentation and sign-in/out sheets are accurate and up-to-date. Ensure devices are checked, charged, and operational, while managing
the replenishment of equipment as required.
- Provide coverage for receptionist gaps during evenings and weekends to
maintain operational continuity.
- Oversee the handling of deliveries and assist with prescription
management as needed.
- Collect and analyze operational data, including service delivery metrics,
call volumes, and dispatch efficiency.
- Prepare and present performance reports, providing actionable insights to
improve workflows and patient satisfaction.
- Assist in managing emergency situations by coordinating resources and
maintaining communication between teams.
- Stay informed of emergency protocols and guide team members during
critical incidents.
- Ensure policies, guidelines, and relevant documents are current and
accessible at all sites.
- Maintain ongoing communication with the team to manage queue times
effectively and ensure seamless shift transitions.
- The above Job Description is not intended to be exhaustive, the duties and
responsibilities may therefore vary over time according to the changing
needs of the service
General
1. The post holder may be required to work at any of PELC sites/offices in
line with service needs. To undertake any other tasks/duties as requested
by the Head of Site Operations.
2. The post holder must at all times carry out his/her responsibilities with due
regard to PELC policies and procedures in particular Equal Opportunities,
Health & Safety, Confidentiality and Data protection Act.
3. All staff have a responsibility to participate in PELC Appraisal Scheme and
to contribute to their own development, and the development of any staff
they appraise or are responsible for.
4. The above Job Description is not intended to be exhaustive, the duties
and responsibilities may therefore vary over time according to the
changing needs of the service.
Personal Development
Agree and review personal development objectives annually with the Chief
Executive and undertake agrees professional development.
Confidentiality
In the course of your employment you will have access to confidential
information relating to PELC business. You are required to exercise due
consideration in the way you use such information and should not act in any
way, which might be prejudicial to PELC interests. Information which may be
included in the category which requires extra consideration covers both
access and to the general business of PELC and information regardingindividuals. If you are in any doubt regarding the use of information in the
pursuit of your duties you should seek advice from your manager before
communicating such information to any third party.
Data Protection
PELC is registered under the Data Protection Act 1984. You must not at any
time use the personal data held by PELC for a purpose not described in the
Register entry or disclose such data to a third party. If you are in any doubt
regarding what you should or should not do in connection with the Data
Protection Act then you must contact the Finance Officer.
Health & Safety
Employees must be aware of the responsibility placed on them under the
Health and Safety at Work Act (1974) to maintain a healthy and safe working
environment for both staff and visitors. Employees also have a duty to
observe obligation under PELC and departmental Health and Safety policies,
and to maintain awareness of safe practices and assessment of risk.
Financial Regulations
All staff are responsible for security of the property of PELC, avoiding loss or
damage of property, and being economical and efficient in the use of
resources. Staff should conform to the requirements of the standing Orders,
Standing Financial Instructions and other financial procedures including the
Code of Conduct and Accountability and the Fraud and Corruption Policy.
Safeguarding Vulnerable Adults and Children
To carry out responsibilities in such a way as to minimise risk of harm to
vulnerable adults, children or young people and promote their welfare in
accordance with the Care Act 2014, Children Act 2004 and Working Together
to Safeguard Children 2015, HM Government.
Job description
Job responsibilities
Job Details
Job Title:BANK Out-of-Hours Administrator
Department:Operations
Hours: BANK/Part time
Salary: £23,615 plus unsocial hours allowance
Base: Bourne Court, Woodford
Accountable To: Operation Manager
Key Liaisons: Operations Managers, Head of Site Operation and Management
Role Summary
The BANK Out-of-Hours Administrator is responsible for supporting the effective delivery of
out-of-hours services. This includes ensuring administrative processes are efficiently
maintained, providing UTC site coverage during unmanned hours, and collaborating
with operations managers to optimize staffing and service delivery. This role requires
flexibility to work across various sites as needed.
Main Duties and Responsibilities
- Provide administrative support to operations managers by collating the
patient data , organizing documentation, and maintaining effective
communication across teams and sites.
- Maintain and update systems, including PEMS, surgery codes, and
amalgamations, to ensure accurate and current data.
- Serve as the central point of contact for dispatch, managing and
reallocating home visits based on location and workload using agreed
protocols.
- Coordinate clinician pickups with drivers and maintain accurate records of
all visits.
- Provide an effective telephone service, managing inbound and outbound
communications on behalf of PELC.
- Record patient demographics accurately and offer comfort calls to patients
awaiting visits.
- Prepare outreach/home visit boxes, ensuring documentation and sign-in/out sheets are accurate and up-to-date. Ensure devices are checked, charged, and operational, while managing
the replenishment of equipment as required.
- Provide coverage for receptionist gaps during evenings and weekends to
maintain operational continuity.
- Oversee the handling of deliveries and assist with prescription
management as needed.
- Collect and analyze operational data, including service delivery metrics,
call volumes, and dispatch efficiency.
- Prepare and present performance reports, providing actionable insights to
improve workflows and patient satisfaction.
- Assist in managing emergency situations by coordinating resources and
maintaining communication between teams.
- Stay informed of emergency protocols and guide team members during
critical incidents.
- Ensure policies, guidelines, and relevant documents are current and
accessible at all sites.
- Maintain ongoing communication with the team to manage queue times
effectively and ensure seamless shift transitions.
- The above Job Description is not intended to be exhaustive, the duties and
responsibilities may therefore vary over time according to the changing
needs of the service
General
1. The post holder may be required to work at any of PELC sites/offices in
line with service needs. To undertake any other tasks/duties as requested
by the Head of Site Operations.
2. The post holder must at all times carry out his/her responsibilities with due
regard to PELC policies and procedures in particular Equal Opportunities,
Health & Safety, Confidentiality and Data protection Act.
3. All staff have a responsibility to participate in PELC Appraisal Scheme and
to contribute to their own development, and the development of any staff
they appraise or are responsible for.
4. The above Job Description is not intended to be exhaustive, the duties
and responsibilities may therefore vary over time according to the
changing needs of the service.
Personal Development
Agree and review personal development objectives annually with the Chief
Executive and undertake agrees professional development.
Confidentiality
In the course of your employment you will have access to confidential
information relating to PELC business. You are required to exercise due
consideration in the way you use such information and should not act in any
way, which might be prejudicial to PELC interests. Information which may be
included in the category which requires extra consideration covers both
access and to the general business of PELC and information regardingindividuals. If you are in any doubt regarding the use of information in the
pursuit of your duties you should seek advice from your manager before
communicating such information to any third party.
Data Protection
PELC is registered under the Data Protection Act 1984. You must not at any
time use the personal data held by PELC for a purpose not described in the
Register entry or disclose such data to a third party. If you are in any doubt
regarding what you should or should not do in connection with the Data
Protection Act then you must contact the Finance Officer.
Health & Safety
Employees must be aware of the responsibility placed on them under the
Health and Safety at Work Act (1974) to maintain a healthy and safe working
environment for both staff and visitors. Employees also have a duty to
observe obligation under PELC and departmental Health and Safety policies,
and to maintain awareness of safe practices and assessment of risk.
Financial Regulations
All staff are responsible for security of the property of PELC, avoiding loss or
damage of property, and being economical and efficient in the use of
resources. Staff should conform to the requirements of the standing Orders,
Standing Financial Instructions and other financial procedures including the
Code of Conduct and Accountability and the Fraud and Corruption Policy.
Safeguarding Vulnerable Adults and Children
To carry out responsibilities in such a way as to minimise risk of harm to
vulnerable adults, children or young people and promote their welfare in
accordance with the Care Act 2014, Children Act 2004 and Working Together
to Safeguard Children 2015, HM Government.
Person Specification
Knowledge & Skills
Essential
- Effective communicator
- Good literacy and numeracy skills ECDL or equivalent Knowledge of
- Local Health Services
- Report Writing skills
Desirable
- Ability to inspire trust and confidence Geographic knowledge
- Planning/Controlling
- Customer Services
- Knowledge of PTS software
Experience
Essential
- Dealing with the public.
- Team Working Experience.
- Proven track record of dealing with customers.
Desirable
- Call Centre Experience
- Logistical Experience
Personal Attributes
Essential
- Good communication skills
- Good telephone manner
- Self-motivated
- Caring attitude/personality Conscientious
- Reliable & Flexible attitude
- Ability to remain calm under pressure
- Good health record
- Flexibility in working hours.
- Have no criminal record
- Smart Professional appearance
- Ability to work as part of a team
Desirable
- Ability to analyse multiple problems and resolve issues.
- Ability to work in a multidisciplinary environment.
Qualifications
Essential
- 3 GCSEs or equivalent including English and Maths at grade D or above
Desirable
- NVQ level 3 or equivalent experience in management or customer services
Person Specification
Knowledge & Skills
Essential
- Effective communicator
- Good literacy and numeracy skills ECDL or equivalent Knowledge of
- Local Health Services
- Report Writing skills
Desirable
- Ability to inspire trust and confidence Geographic knowledge
- Planning/Controlling
- Customer Services
- Knowledge of PTS software
Experience
Essential
- Dealing with the public.
- Team Working Experience.
- Proven track record of dealing with customers.
Desirable
- Call Centre Experience
- Logistical Experience
Personal Attributes
Essential
- Good communication skills
- Good telephone manner
- Self-motivated
- Caring attitude/personality Conscientious
- Reliable & Flexible attitude
- Ability to remain calm under pressure
- Good health record
- Flexibility in working hours.
- Have no criminal record
- Smart Professional appearance
- Ability to work as part of a team
Desirable
- Ability to analyse multiple problems and resolve issues.
- Ability to work in a multidisciplinary environment.
Qualifications
Essential
- 3 GCSEs or equivalent including English and Maths at grade D or above
Desirable
- NVQ level 3 or equivalent experience in management or customer services
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.
