Hub Administrator - Service Operations

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 enquires 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 to enter records and create clinics and support the clinicians and managers who deliver the services.

Primary Responsibilities

Provide secretarial/administration support and advice to the Confederation Senior Management Team and Confederation Services:

• Provide administration support for a range of Confederation services
• Work as receptionist – to meet and greet all patients arriving on site.
• 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
• 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).
• Ensuring maximum appointment utilisation by ensuring requests for appointment cancellations are actioned quickly and coordinating reminder SMS messages.
• Liaising with local Care Homes, Mental Health Homes, Learning Disability Homes (and Extra Care Housing facilities) 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.

Collaborative Working Relationships

• Foster and maintain strong links with all services across the PCN and neighbouring networks.
• Explores the potential for collaborative working and takes opportunities to initiate and sustain such relationships.
• Demonstrates use of appropriate communication to gain the co-operation of relevant stakeholders (including patients, senior and peer colleagues, and other professionals, other NHS/private organisations e. g.

CCGs).

• Can recognise personal limitations and refer to more appropriate colleague(s) when necessary.
• Liaises with other stakeholders as needed for the collective benefit of patients including but not limited to:
• Patients and their representatives.
• GP, nurses and other practice staff.
• Other healthcare professionals including community pharmacists, pharmacy technicians, social prescribers, first contact physiotherapists, physicians associate and paramedics.
• Community pharmacists and support staff
• Other members of the medicines management (MM) team including pharmacists, technicians and dieticians
• Locality/GP prescribing lead
• Community nurses and other allied health professionals
• Hospital staff with responsibilities for prescribing and medicines optimization
• Community nurses and other allied health professionals

Professional Development

• Work with your line manager to undertake continual personal and professional development, taking an active part in reviewing and developing the role and responsibilities.
• Adhere to organisational policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety.

Knowledge, Skills and Experience Required

• Recognises priorities when problem-solving and identifies deviations from normal pattern and can refer to seniors when appropriate.
• Able to follow legal, ethical, professional and organisational policies/procedures and codes of conduct.

Education, Training and Development

• Understands and demonstrates the characteristics of a role model to members in the team and/or service.

Leadership

• Demonstrate understanding of, and contributes to, the workplace vision.
• Demonstrates ability to improve quality within limitations of service.
• Reviews yearly progress and develops clear plans to achieve results within priorities set by others.
• Demonstrate ability to motivate self to achieve goals.
• Promotes diversity and equality in people management techniques and leads by example.

Health and Safety/Risk Management

• The post-holder must comply at all times with all local Health and Safety policies, in particular by following agreed safe working procedures and reporting incidents using the organisations Incident Reporting System.
• The post-holder will comply with the Data Protection Act (1984) and the Access to Health Records Act (1990).

Equality and Diversity

• The post-holder must co-operate with all policies and procedures designed to ensure equality of employment.

Co-workers, patients and visitors must be treated equally irrespective of gender, ethnic origin, age, disability, sexual orientation, religion etc.

• The post holder must at all times respect patient confidentiality and, in particular, the confidentiality of electronically stored personal data in line with the requirements of the General Data Protection Regulation and in keeping with Hillingdon Primary Care Confederation Information Governance Policy and procedures.
• The post holder should not divulge patient information unless sanctioned by the line manager and required for the role.

Communication & Working Relationships

• The post-holder will establish and maintain effective communication pathways at all times with project team members.

Special Working Conditions

• The post-holder is required to travel independently between sites (where applicable), and to attend meetings etc. hosted by other agencies.

Job Description Agreement

This job description is intended to provide an outline of the key tasks and responsibilities only.

There may be other duties required of the post-holder commensurate with the position.

This description will be open to regular review and may be amended to take into account development within The Confederation.

All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of the service or function.

This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive.

It will be subject to regular review and amendment as necessary in consultation with the post holder.

Person Specification

• GCSE Passes at grade C or above or equivalent experience
• Evidence of consistent pattern of learning from education, training and 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.
• Working knowledge of EMIS.
• Previous experience of working in a Healthcare environment
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