Central and North West London NHS Foundation Trust
YLL administrator
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Job Overview
The post holder will be responsible for providing efficient and high-quality clerical support to Your Life line 24/7 Palliative and End of Life team.
This service provides telephone triage and clinical visits to patients within the borough of Hillingdon. As the administrator you would support the service Monday to Friday between 8 am to 4pm.
The post holder will play an integral part of their team in order to maintain smooth running and operation of their service, working closely with the Team Lead and clinical staff.
The post holder will have excellent interpersonal skills and have the ability to communicate effectively with service users, carers, health professionals, and team members.
In addition, the post holder must possess good IT skills and be able to analyse and interpret data. They will be required to help maintain clinical database systems, and assist with clinical audits and information monitoring.
The post holder will work under their own initiative with a flexible and adaptable approach to the job role in order to meet the changing service needs.
Part of the role will be assisting the Clinical Team Leader/Manager in their clerical and managerial duties. This will involve a high level of discretion and confidentiality as the post holder will come into contact with some sensitive patient and staff data and information.
Main Duties of the Job
YLL is a Palliative care service that delivers 24 hours a day care to community patients. This is a small team of 11 nurses, 2 HCA's, and a team lead.
You will work alongside another Administrator within YLL 24/7 and the Administrator of the Specialist Palliative care team providing administrative support.
Triage and Admin
- Deal with telephone enquiries from health professionals, service users, service user families, carers, and team members in an informed and sympathetic manner, taking into account mental/physical health needs, and cultural or language barriers. Taking and passing on messages promptly and taking action where necessary.
The role of the Admin is vital in supporting the service and clinicians on shift.
No shifts are the same with call volumes and administrative tasks which gives variety to this unique role within palliative care.
Working for our Organisation
We work in partnership with all who use our services to improve health and wellbeing. Together we look at ways of improving an individual’s quality of life, through high-quality healthcare and personal support.
CNWL staff are expected to carry out the trust values below:
- Compassion: Our staff will be led by compassion and embody the values of care outlined in our Staff Charter.
- Respect: We will respect and value the diversity of our patients, service users, and staff, to create a respectful and inclusive environment, which recognises the uniqueness of each individual.
- Empowerment: We will involve, inform, and empower our patients, service users, carers, and their families to take an active role in the management of their illness and adopt recovery principles. We will ensure our staff receive appropriate direction and support, to enable them to develop and grow.
- Partnership: We will work closely with our many partners to ensure that our combined efforts are focused on achieving the best possible outcomes for the people we serve.
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Detailed Job Description and Main 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 continuously held a Skilled Worker visa since prior to 04/04/2024."
As such, if you don’t 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
- Deal with telephone enquiries from health professionals, service users, service user families, carers, and team members in an informed and sympathetic manner, taking into account mental/physical health needs, and cultural or language barriers. Taking and passing on messages promptly and taking action where necessary.
- To provide and receive complex and sensitive information using tact and diplomacy.
- To act in accordance with the Service in processing new referrals. This includes but is not limited to: allocating referrals, completing Excel spreadsheets, and making sure all administration processes for each referral are adhered to with speed and fluency.
- To create/accept referrals within the S1 platform and highlight for clinical triage. To assist with onward referrals to other teams.
- To monitor S1 wait lists and caseloads and assist with the allocation of patients and entering patient details into appropriate health care professionals’ diaries.
- To regularly access and monitor the generic email systems, responding to all queries or redirecting as appropriate.
- Maintain service line databases for record keeping, ensuring accurate reporting.
- Complete regular archiving of patient notes in line with trust policies and procedures.
- To act as Subject Access Coordinator for the service, attend required training, and follow the Trust’s policies and procedures.
- To provide administration support for service line clinicians.
- To undertake word processing tasks such as letters and memos, reports, notices, and e-mails, including via dictation software.
- To undertake the photocopying and distribution of documents, processing of correspondence, and general clerical duties as required.
- To maintain and monitor stock as required and use set processes for ordering of goods/supplies.
- To have the ability to use the E-procurement system and raise any queries/issues when necessary. To support procurement processes for service line, including ordering, liaison, receipting, and invoice processing.
- To have a comprehensive understanding of computer software such as MS Office and to be the lead on using SystmOne.
- To collate and present activity data for service and management meetings and for monthly and ad hoc statistical returns via Tableau or other.
- To assist with the training of new staff members and bank staff as and when necessary.
- To co-ordinate, monitor, and record the mandatory training for the department ensuring that staff are reminded when training is due (if applicable).
- To support service lead with Healthroster, including recording of annual leave, absence, or sickness, printing and distribution of rotas where necessary (if applicable).
- To organise, attend, and contribute to the departmental and service meetings, which may include room/venue booking, distribute agendas, take and distribute minutes, and action any decisions made by the team as appropriate.
- To support in the planning and arrangements for team away days, training sessions, etc.
- To undertake ad hoc or specific project work as requested.
- To produce training packs, certificates, forms, and presentations as requested by the clinicians/team lead.
- To support the maintenance of any of the team’s clinical equipment as needed, including liaison with BCAS for yearly checks.
- To support the logging of complaints/compliments and incidents on Datix.
- To be familiar with and to work within CNWL policies related to the function of administration and your responsibilities as an employee.
- To be able to meet deadlines and to manage time effectively.
- To be able to work on own initiative and undertake work which does not require checking as a matter of routine.
- Regularly review administration processes, procedures, and office systems to ensure effectiveness and efficiency.
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- Be forthcoming with ideas, changes, or new initiatives for improvements to policy, guidance, departmental procedures, systems, and ways of working for improvement in service quality and delivery.
- To undertake all mandatory and supplementary training in line with policies.
- To undertake Nominated Officer of Fire (NOF) training and ensure all procedures are followed as per the Trust Policy.
- To undertake First Aid training as required by Line Manager.
Person Specification
Qualifications
Essential criteria
- GCSE (A* - C) or equivalent in Maths and English.
Experience
Essential criteria
- Experience of working in an administrative capacity.
- Understanding of Equal Opportunities and Diversity.
- Understanding of Data Protection / Confidentiality.
Desirable criteria
- Experience of working in a customer care setting.
- Experience of working in a healthcare setting.
- Knowledge of Patient Appointment/Database Systems i.e. SystmOne.
Skills and Abilities
Essential criteria
- Demonstrable knowledge of MS Word, Outlook, MS Teams, and Excel.
- Accurate data entry and typing skills.
- Excellent written and verbal communication skills.
- Able to work to a high level of accuracy and with attention to detail.
- Demonstrable Knowledge of using different systems and databases.
- Ability to work unsupervised.
- Excellent time management skills, with the ability to work effectively under pressure, meet deadlines, and prioritise workload.
- Ability to work within a team.
Personal Qualities
Essential criteria
- Self-motivator.
- Capacity to manage a demanding workload.
- Good inter-personal skills.
- Good team-player.
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