Bank Service Administrator

The Bank Service Administrator role outlines a multi-faceted position within the Elective Care Services Team. The candidate will play a crucial role in handling administrative tasks and ensuring the smooth operation of community specialist clinics across Harrow.

Main duties of the job

• Base Location: Head office in Northwood, with responsibilities extending to various clinics across Harrow.
• Primary Duties: Managing day-to-day administrative tasks, patient bookings, triage processes, and communication through phone, email, and text.
• Work Environment: Busy, fast-paced, requiring flexibility and the ability to assist other services as needed.

About us

Harrow Health Community Interest Company (Harrow Health) began in 2007 by a group of Harrow GPs, whose sole aim was to ensure patients receive a high-quality clinical care service within the community. Over the years, Harrow Health has expanded. We now provide many clinical services, which include multiple Community based specialist Consultant led clinics and the Whole systems Integrated Care Enhanced Frailty Service. Our Vision is to provide high quality patient care, enhancing patient experience by providing excellent clinical effectiveness in a safe environment. Working in partnership to provide gold standard services and develop a sustainable future for the local health community.

Job responsibilities

• Key Responsibilities:
• Administrative Operations: Provide ad hoc support as and when requested by the organisation to meet administrational and service demands on a zero-hour contract.
• 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.
• 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:
• Strong Customer Service Skills.
• Knowledge of NHS Systems - EMIS Web, e-Referral System.
• Previous experience of a similar role.
• Knowledge of Other Factors: Flexibility, Ability to work effectively in a team, Previous experience working within an administrative function with a healthcare setting.
• Skills:
• Polite telephone manner.
• Microsoft (Word, Excel) Literate.
• The ability to remain calm under pressure.
• 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:

• Minimum GCSE Grade C in English and Math.
• 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.