Service Administrator

**About Us**:
The Confederation, Hillingdon CIC works with general practice and other healthcare providers in Hillingdon to deliver high quality clinical services to patients. Our aim is to improve care for patients by working collaboratively across primary care and our partners as part of the Integrated Care Partnership. The Confederation team also work to develop and support individual GP practices, PCNs and Neighbourhoods and their changing needs. We are of the NHS but independent, innovative and transformational.

General capacity across primary care is being expanded rapidly. The Confederation is determined to develop as an attractive place to work that provides rewarding roles and opportunities to grow in order to attract and retain great staff that in turn provides the highest quality care.

**Our Values**:
**Job Summary**:
The Confederation Hillingdon CIC is a collaborative organisation which works with general practices across Hillingdon with a vision to deliver Better Health through Collaborative Primary Care.

We work with general practices and other healthcare providers in Hillingdon to deliver high quality services for patients. In addition, we aim to improve care for patients by facilitating collaboration across general practice, releasing clinical time and developing the primary care workforce.

The post holder will be key in supporting the services delivered by the Confederation and will work alongside the Service Managers on a day to day basis, helping to gather information including Key Performance Indicators and undertake enquires as and when is necessary for the Confederation Services.

This role will provide administrative and call centre support for the Confederation services, including receiving and processing referrals, utilising EMIS to enter records and create clinics and support the clinicians and managers who deliver the services.

The role will require covering shifts between 9am and 6pm, including some weekend working.

**Primary Responsibilities**:

- Provide administration support for a range of Confederation services.
- Undertaking administrative duties such as photocopying, faxing and mail-out distributions.
- Ensuring all urgent and/or confidential communications are received and distributed from/to relevant parties in a timely manner.
- Covering the Patient Services telephone line - using initiative when dealing with phone calls and messages and ensuring any messages are passed onto the appropriate person.
- Booking and maintaining the patient appointment system (EMIS).
- Ensuring maximum appointment utilisation by ensuring requests for appointment cancellations are actioned quickly and coordinating reminder SMS messages.
- Preparing agendas, taking minutes and distributing notes of meetings including typing up of group discussions as necessary.
- Assisting Practices hosting Confederation Services.
- Liaising with local Care Homes, Mental Health Homes, Learning Disability Homes (and Extra Care Housing facilities) to arrange planned visits for residents.
- Undertake diary management duties including arranging and changing appointments, prioritising these as appropriate.
- Inputting, monitoring and checking data, required for finite and ongoing projects within the teams
- Working with all team members in the collection of information for performance reporting on relevant team projects.
- Obtaining and analysing patient feedback where appropriate.
- Acting as a point of contact for teams, dealing and responding effectively with complex queries from stakeholders and passing on relevant information to appropriate team members sensitively and autonomously.
- Maintaining effective electronic and paper filing systems, to ensure that information is kept securely and is accessible to other members of the Confederation.
- Providing guidance and advice on relevant policies and procedures.
- To carry out other appropriate delegated duties as required.
- Work closely with other Confederation colleagues.

**Corporate Responsibilities**
- Participate in the induction and training of new members of staff and contribute to the Confederation development.
- Act as an ambassador for the Confederation.

**Patient Confidentiality**:

- The post holder must at all times respect patient confidentiality and, in particular, the confidentiality of electronically stored personal data in line with the requirements of the General Data Protection Regulation and in keeping with Hillingdon Primary Care Confederation Information Governance Policy and procedures.

**Job Description Agreement**:
This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post-holder commensurate with the position. This description will be open to regular review and may be amended to take into account development within The Confederation. All members of staff should be prepared to take on additional duties or relinquish existing duties in order t