Programme Administrator

• Contact patients to arrange and manage Waiting Well appointments, including re-scheduling if needed. Help patients understand information clearly and overcome any barriers.
• Follow up with patients who do not attend appointments to find out the reason and offer support.
• Remind patients of upcoming appointments and check if they plan to attend or need to re-schedule.
• Respond to anxious or worried patients and relatives with patience, tact, and discretion.
• Deal with messages from clinicians, GPs, and other staff, keeping the Service Manager informed. Record communications accurately.
• Handle sensitive information, including patient records and staff development details, professionally and confidentially.
• Communicate complex or sensitive information clearly, both verbally and in writing. This may include programme procedures, key performance indicators, referrals, and evaluation data.
• Keep the Service Manager updated on progress and any challenges. Take appropriate action on complaints, seeking guidance when needed.

• Re-schedule appointments or admissions if patients or the programme need to change them.
• Make the best use of clinic time and staff resources. Check patient lists and data for accuracy, contacting GPs when needed.
• Make onward referrals for patients and keep the team informed of any issues.
• File outcomes and correspondence correctly in patient records and maintain an accurate filing system.
• Organise and monitor staff rotas and clinic venues in collaboration with the health promotion practitioners and Service Manager.
• Maintain programme trackers and records to a high standard with support from the team.
• Monitor the programmes generic email inbox and message pool, responding to queries promptly.

Essential

• Good general standard of education to include Maths and English

Desirable

• Making Every Contact Count (MECC) training

Essential

• Experience working in an administrative or office role
• Experience supporting members of the public, ideally in a health or care setting
• Experience working to deadlines and managing tasks within agreed timescales
• Experience following set ways of working and maintaining standards
• Experience supporting people who may be upset, worried, or stressed, in a calm and caring way

Desirable

• Experience working in a hospital or NHS setting
• Experience working with people from different backgrounds
• Experience creating or updating information or records

Essential

• Clear and confident communication skills
• Good attention to detail
• Reliable and well organised
• Able to use initiative and make day-to-day decisions
• Able to manage a busy workload and change priorities when needed
• Able to work well as part of a team
• Able to communicate effectively with staff and patients
• Willing and able to adapt to change and interruptions

Desirable

• Experience using electronic patient record systems
• Basic understanding of medical terms

Essential

• Confident keyboard skills
• Able to use common computer systems, including Word, Excel, and Outlook