The Confederation, Hillingdon CIC
Service Administrator
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About Us
The Confederation, Hillingdon CIC works with General Practice and other healthcare providers to deliver its vision for “Hillingdon to deliver the best primary care outcomes for patients in the whole of London”. We are a not-for-profit community interest company. The Confederation works to develop and support individual GP practices, PCNs and Neighbourhoods and their changing needs. We deliver excellent clinical services ourselves both at scale and complementary to General Practice. We are the provider representative voice for local General Practice into the wider NHS and other Partners. We are ‘of the NHS’ but independent, innovative and transformational.
The Confederation determines to develop as an attractive place to work, providing rewarding roles and opportunities to grow in order to attract and retain great staff that in turn delivers our vision.
Our Values
Job Summary:
We work with general practices and other healthcare providers in Hillingdon to deliver high quality services for patients. In addition, we aim to improve care for patients by facilitating collaboration across general practice, releasing clinical time and developing the primary care workforce.
The post holder will be key in supporting the services delivered by the Confederation and will work alongside the Service Managers on a day to day basis, helping to gather information including Key Performance Indicators and undertake enquiries as and when is necessary for the Confederation Services.
This role will provide administrative and call centre support for the Confederation services, including receiving and processing referrals, utilising EMIS and Blinx to enter records and create clinics and support the clinicians and managers who deliver the services.
Primary Responsibilities
- Provide administration support for a range of Confederation services
- Undertaking administrative duties such as photocopying, faxing and mail-out distributions.
- Participate in the induction and training of new members of staff and contribute to the Confederation development.
- Act as an ambassador for the Confederation.
- Sorting and prioritising all incoming mail and e-mail, distributing as appropriate.
- Ensuring all urgent and/or confidential communications are received and distributed from/to relevant parties in a timely manner.
- Covering the Patient Services telephone line - using initiative when dealing with phone calls and messages and ensuring any messages are passed onto the appropriate person.
- Booking and maintaining the patient appointment system (EMIS/Blinx).
- Ensuring maximum appointment utilisation by ensuring requests for appointment cancellations are actioned quickly and coordinating reminder SMS messages.
- Preparing agendas, taking minutes and distributing notes of meetings including typing up of group discussions as necessary.
- Assisting Practices hosting Confederation Services.
- Liaising with local Care Homes, Mental Health Homes, Learning Disability Homes to arrange planned visits for residents.
- Undertake diary management duties including arranging and changing appointments, prioritising these as appropriate.
- Inputting, monitoring and checking data, required for finite and ongoing projects within the teams
- Working with all team members in the collection of information for performance reporting on relevant team projects.
- Obtaining and analysing patient feedback where appropriate.
- Acting as a point of contact for teams, dealing and responding effectively with complex queries from stakeholders and passing on relevant information to appropriate team members sensitively and autonomously.
- Maintaining effective electronic and paper filing systems, to ensure that information is kept securely and is accessible to other members of the Confederation.
- Providing guidance and advice on relevant policies and procedures.
- To carry out other appropriate delegated duties as required.
- Work closely with other Confederation colleagues.
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Essential Criteria
- GCSE Passes at grade C or above or equivalent experience / qualifications
- Evidence of consistent pattern of learning from education, training and experience.
- Significant administrative/ secretarial experience
- Demonstrable experience in dealing with sensitive and confidential information.
- Evidence of working autonomously and as part of a team
- Contribute to the design and development of standard reports
- Experience of working with members of the public or providing customer service support
- Excellent knowledge on IT systems and software programme’s such as Outlook, Word, Excel and Powerpoint.
- Understanding of equal opportunity and diversity issues.
- Working knowledge of EMIS.
- Ability to multitask
- Well-developed word processing/data collection/IT skills
- Able to demonstrate good coordination and organisational skills with the ability to use time effectively and prioritise work against a background of change and uncertainty.
- Effective team working and ability to work with staff at all levels.
- Effective keyboard/IT skills, which include accurate recording skills
- Effective in using multiple data base computer systems
- Attentive to detail and quality of work.
- Able to communicate with, co-ordinate and liaise with a multidisciplinary team.
- Have a friendly manner, confident in handling queries.
- Self motivated, proactive and innovative.
- Able to work with tact and diplomacy and react sensitively when dealing with complex, sensitive or confidential information about organisations or individuals both within and outside The Confederation.
Desirable Criteria
- Previous experience of working in a Healthcare environment
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