Therapeutic Services Administrator

We are recruiting a Therapeutic Services Administrator to join our therapeutic services team. This role will provide administrative and operational support to the therapy services, ensuring efficient co-ordination of appointments, accurate record keeping and excellent communication with patients, families and clinical colleagues. The postholder will work closely with therapists, clinical managers and wider hospice teams to support safe, person-centred care and help deliver an organised, welcoming service. We welcome applicants with administrative experience in healthcare, community services or allied health settings.

Responsibilities

• Provide a professional, compassionate first point of contact for therapy service users via phone, email and reception, responding to enquiries, booking appointments and signposting to appropriate services.
• Co-ordinate appointment schedules for physiotherapy, occupational therapy, counselling and complementary therapy clinics, managing cancellations, rescheduling and waiting lists to make best use of clinical capacity.
• Maintain accurate patient records, referral information and clinical documentation in the electronic patient record and other systems, ensuring confidentiality and compliance with data protection requirements.
• Process referrals, correspondence and outcome data, supporting timely triage and allocation of clinical resources in line with service protocols.
• Prepare and maintain clinical and administrative resources, including patient information leaflets, therapy packs and equipment inventories, and arrange maintenance or replenishment as required.
• Support data collection and basic reporting for service monitoring, quality improvement and audit activity, extracting information from clinical systems and providing routine management information.
• Liaise with carers, volunteers and external partners to co-ordinate appointments, transport arrangements and follow-up support where appropriate.
• Assist with the organisation of group therapy sessions, workshops and community outreach activities, including room bookings, participant communication and materials preparation.
• Contribute to the review and development of administrative procedures, templates and patient communications to improve efficiency and the patient experience.
• Adhere to all organisational policies including safeguarding, equality, diversity and inclusion, confidentiality and infection prevention and control.
• Have proven administrative experience, ideally within a healthcare, community or third sector setting, with a commitment to delivering a high standard of service to patients and families.
• Be confident and empathetic when communicating with people from diverse backgrounds, including patients, carers and clinical staff, maintaining sensitivity and professionalism.
• Demonstrate strong organisational skills with attention to detail, accuracy in data entry and the ability to manage competing priorities and diary demands.
• Have experience using electronic patient records or CRM systems and be comfortable extracting basic reports; proficient in Microsoft Office applications, particularly Word and Outlook.
• Be able to work both independently and as part of a multidisciplinary team, showing a proactive approach to solving administrative challenges and supporting service delivery.
• Show an understanding of confidentiality, data protection and safeguarding principles relevant to working with vulnerable adults and families.
• Be adaptable and reliable, willing to support occasional early, evening or weekend activity as required by service delivery.
• Hold the legal right to work in the UK.

Qualifications

• Have proven administrative experience, ideally within a healthcare, community or third sector setting, with a commitment to delivering a high standard of service to patients and families.