Patient Flow Administrator

Job Overview
We have an exciting opportunity for suitably qualified administrators to join our centralised bed management service, the Central Flow Hub, which is a 24/7 service based at the Gordon Hospital. The service enables cross-system support and management of the mental health bed base of CNWL through coordinating, recording and managing all bed requests across sites; and works closely with local borough patient flow / discharge co-ordinators and the Single Point of Access (SPA).

The Patient Flow Administrator will support the Central Flow Hub, working closely with cross-system partners and supporting CFH clinicians by planning, organizing, coordinating and providing administrative duties as needed.

We are looking for motivated individuals who can demonstrate a clear understanding of confidentiality issues and are able to respond to queries within and outside of the organisation in a professional and empathetic manner using their own judgement and decision-making skills. They must be able to clearly and accurately convey information both verbally and in writing.

You will require good IT skills and comprehensive working knowledge of the use of Microsoft Office software – Word, Excel, PowerPoint and Access; and have experience of working in a healthcare setting.

Candidates will be expected to work a 24 hour a day, 7 day a week shift pattern.
Main duties of the job

The post holder will play a vital role in supporting effective patient flow and bed management across the Trust by providing high-quality administrative support to Patient Flow Clinicians and contributing to the smooth operation of patient pathways

They will carry out administrative tasks as required, including processing referrals and emails into the service; and maintaining effective administration systems and processes for the team.

They will work within service level standards to deliver an efficient service; dealing with telephone enquiries from other healthcare professionals and statutory and non-statutory organisations.

They will provide non-clinical information to other professionals within the boundaries the role; taking accurate messages, responding appropriately and passing information as required and escalating issues to clinical staff as appropriate.

Working for our organisation

Central and North West London NHS Trust expects all Band 5 administrators to act in a way which shows they understand our core values and are willing to put them into practice with patients, their friends, family and carers and also other staff members.

• We expect you to show COMPASSION, contribute to a caring and kind environment and recognise that what you do and say helps can make the lives of others better.
• We expect you to RESPECT everyone and acknowledge and welcome people's differences rather than ignore them or see them as problematic.
• We expect you to EMPOWER others and continually try to provide information, resources and support to help others make their own decisions and meet their own needs.
• We expect you to work in PARTNERSHIP and behave in a way that shows that you recognise that commissioners and users of our services are the people who generate and pay for our work.

We expect you to role model these values and contribute to ensuring that they are embedded in the practice of the team.

Please note: This vacancy does not meet the criteria for Skilled Worker sponsorship, unless you meet the criteria by temporary exemption from current changes to immigration rules put in force on 22/07/2025. "Separate provisions are applied to workers who have been sponsored and continuously held a Skilled Worker visa since prior to 04/04/2024."

As such, if you don't meet the Transitional Provision (above) we are unable to consider your application unless you can provide documentary evidence of your right to work in the United Kingdom. If you believe you are eligible for sponsorship or already hold a valid right to work in the UK, please ensure you provide full details of your immigration status in the Pre-Screening Immigration section of your application form.

Please note role eligibility also depends on whether the role meets the salary threshold for the relevant occupational code (SOC CODE).

For further info please visit: Skilled Worker visa: Overview - GOV.UK

Detailed Job Description And Main Responsibilities
This post is suitable for an applicant who is working at a similar grade in the NHS or for those currently working in a non-NHS setting with aspirations to enter into healthcare.

• The post holder will receive regular supervision from a Senior Administrator and day to day operational support from Clinicians in the CFH.
• PLEASE SEE ATTACHED JOB DESCRIPTION FOR FURTHER INFORMATION ON THE MAIN RESPONSIBILITIES**

Person specification

Education/Qualifications
Essential criteria

• Educated to A-level, or NVQ Level 4 in Business Administration/Customer Care/ HNC in Business or acquired relevant equivalent experience

Desirable criteria

• Computer Literacy Course e.g. ECDL

Knowledge and Skills

Essential criteria

• Ability to communicate effectively with people at all levels

Experience
Essential criteria

• Experience of using full range of IT systems and patient data systems
• Experience of using Microsoft Office, including Word and Excel
• Experience of working in a multi-disciplinary team
• Experience of working in a healthcare setting and customer care experience
• Experience of handling patient complaints
• Experience of scheduling outpatient appointments and/or admissions