Operational Services Administrator in Hereford

Are you looking for a fulfilling role where you can make a real impact? Taurus Healthcare is seeking motivated individuals to join our team and support the delivery of exceptional patient care. As an Administrative Assistant, you'll play a key role in providing vital administrative support to our Operations team, ensuring that everything runs smoothly and efficiently.

What We Offer:

• Convenient central location at Nelson House, Whitecross Road Hereford.
• Full-time, Monday to Friday
• Exciting Benefits: Enjoy a range of benefits including the NHS pension and access to the Vivup benefits package helping you thrive both personally and professionally.

What You'll Do:

• Provide excellent telephone support and administrative assistance to the Operations team.
• Ensure all documentation is accurate, complete, and fit for purpose.

What We're Looking For:

• Motivated individuals who are eager to be part of a dynamic team making a difference to patient care.
• A passion for providing excellent administrative support in a busy environment.
• You’ll report directly to our Operations Managers, working in a team that values precision and reliability.

This is an excellent opportunity to be part of a team that makes a real difference to the quality of patient care. If you’re organised, ready to learn, and excited about working in a supportive environment, we want to hear from you!

Main duties of the job:

• To provide administrative and secretarial support to the operational team, clinicians and healthcare teams, ensuring the smooth operation of patient care services.
• This role involves managing correspondence, scheduling appointments, maintaining medical records, and liaising with patients, staff, and external organisations with professionalism and discretion.
• Scheduling & Rotas: Help manage and fill the staff schedules to ensure we always have the right people in the right place at the right time.
• Data Entry: Make sure important information is accurately added to our systems, helping us keep everything up to date and organised.
• Diary Management: Managing appointment books.
• Stock & Supplies: Lend a hand with keeping track of and ordering supplies needed for our services, so everything is available when it’s needed.
• Action Log: Keep an eye on the action log, checking off tasks and making sure they’re completed on time.
• Support Audits: Help the team stay on top of internal and external audits, making sure we meet required standards.
• Data Collection: Assist in collecting and organizing information to measure our performance and ensure we’re hitting our goals.
• Service Complaints & Incidents: Help record any complaints or incidents, and make sure they are reported accurately for monthly updates.
• Using Systems: Get familiar with our software and tools to help manage schedules, medical records, and other key processes.

About us:

Taurus Healthcare was established in 2012, as the provider arm of the GP Federation serving 185,000 patients in Herefordshire. Founded and owned by the partners of the entire Herefordshire Primary Care community, Taurus is focused on providing excellent out of hospital services for patients. Our ethos is to provide high quality and cost-effective health outcomes that are delivered as close as possible to the patients' home, whilst ensuring that patients who do require in hospital services are seen as quickly and effectively as possible.

At Taurus Healthcare we strive to create a diverse, inclusive workplace, and welcome applications from candidates from all backgrounds including those from Military Veterans and family members of serving personnel.

Taurus Healthcare offer many employee benefits, such as:

• Access to a generous NHS pension scheme with 23.78% employer contribution.
• 33 to 38 days annual leave entitlement, including bank holidays, depending on service (pro rata for part-time staff).
• Access to an extensive Employee Benefits Programme (Vivup) offering: 24/7 access to counselling services, salary sacrifice scheme for cars and bikes, access to a wide range of discounts from national retailers, access to the Blue Light extensive discount scheme.

Due to current licence limitations, visa sponsorship is not available for this position. Applicants must already hold the right to work in the UK.

Job responsibilities:

• To provide administrative and secretarial support to the operational team, clinicians and healthcare teams, ensuring the smooth operation of patient care services.
• This role involves managing correspondence, scheduling appointments, maintaining medical records, and liaising with patients, staff, and external organisations with professionalism and discretion.
• To have general knowledge of all Taurus services, to be able to cover for annual leave, sickness and unplanned absences with other administrators in the Operations team.
• Contribute to the monitoring and fulfilment of the clinical and non-clinical rotas.
• Ensure that required information is accurately entered onto internal systems.
• Maintain and update medical records, ensuring accuracy and confidentiality.
• To assist with stock control and ordering of non-clinical items for all services within operational team.
• Review the action log and address any tasks required, documenting what action has been taken and when this is complete.
• Contribute to meeting the standards required by external and internal audits.
• To assist with the process of collecting data for contractual key performance indicators.
• Collect, collate, process and present operational and clinical information for audit purposes.
• To support the wider team with logging, documenting and investigating service complaints and incidents received this to include reporting for the monthly performance report.
• To ensure that any risks that are identified are immediately reported to the appropriate manager.
• Effective use of operational software including Adastra, Emis, When I Work, Hero Health, AccuRx, Microsoft Office, Joy SurveyMonkey and relevant others.
• To support the process of mandatory training recording and reporting.
• Utilise medical records e.g. EMIS and Adastra to support operational administrative tasks, including appointment management, patient registration.
• To ensure medical equipment asset register is up to date including recording calibrations, returns of items in warranty and decommissioned items.
• To ensure all appointment books are uploaded onto EMIS in advance e.g. 6 weeks and are correctly assigned to the right clinician, location and with the correct slot types.
• Proactively manage clinicians' appointment books and clinic templates.
• Book, amend, and cancel patient appointments using electronic booking systems - e.g., EMIS.
• Coordinate with clinicians and service managers to ensure clinic schedules are accurate and up to date.
• Monitor and manage appointment book capacity to ensure optimal patient flow.
• Liaise with patients to confirm appointments, provide instructions, and manage rescheduling as needed.
• Anticipate and resolve booking conflicts or appointment overlaps in collaboration with clinicians and operation service managers.
• Support the coordination of urgent or short-notice appointments as required.
• Track referral and action as necessary based on urgency elevate any risks to service managers.
• Generate referrals following guidance from referring clinician.
• Manage the operational phone line, dealing with enquiries and signposting and escalating as appropriate.
• This will include GP practices, members of the public, patients and other agencies.
• Act as the first point of contact for queries from patients, relatives, and external providers.
• Communicate changes to appointments or schedules in a timely and sensitive manner.
• Support the timely management of incoming referrals and ensure they are actioned appropriately.
• Utilising electronic sources to communicate on service feedback with patients e.g. SurveyMonkey and gaining consent where required.
• Utilising software to generate reports on patient feedback.
• To support operational managers with day to day operational activity including (but not limited to) daily communications, organising staff appraisal, one to ones, resource sheets / allocation, meeting and diary requests, action logs, collating information for agendas for meetings and any other duties as required.
• Identifying and rectifying rota gaps (including liaising with clinical and non-clinical agencies for cover).
• Supporting Operational Managers with new starter induction processes (may include creating accounts on EMIS and TeamNet).
• Manage all patient referrals undertaken.
• Provide a calm, empathetic, and professional response when dealing with distressed, anxious, or upset patients and their families.
• Communicate sensitive information clearly and compassionately, particularly regarding appointment delays, cancellations.
• Use discretion and emotional intelligence to de-escalate challenging situations while maintaining service professionalism and patient dignity.
• Escalate concerns appropriately to clinical staff or management where additional support is required.
• Maintain strict patient confidentiality at all times, especially in emotionally charged or sensitive discussions.

Person Specification:

Experience:

• At least 2 years office-based experience.
• Experience of record and data management and efficient office management procedures.
• Experience of working in primary healthcare environment or other NHS site.
• Working in a large multi-disciplinary team.

Personal Qualities and Attributes:

• Good team worker.
• To be able to work on own initiative.
• Empathetic and caring.

Qualifications:

• Education to GCSE or O level standard or equivalent - minimum 3 at Grade C or above, which must include English and mathematics.
• Completion of a medical terminology course.

Skills:

• Excellent general IT skills including use of: Microsoft packages - e.g. Word, Excel, PowerPoint, e-mail, the internet.
• Use of scanning, photocopying and shredding equipment.
• Able to communicate effectively with representatives of other healthcare organisations.
• Excellent prioritisation and organisation skills.
• Excellent communication skills: verbal - face to face and by telephone, written, traditional and electronic.
• Advanced knowledge and ability with Excel spreadsheets, including production of charts, graphs and presentation of data.
• Negotiation skills - for when dealing with recruitment agencies.
• Ability to use patient database systems.

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.