Service Administrator

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)