East End Health Networkinvites applications from motivated and detail-oriented individuals for therole of PCN Service Administrator. This pivotal position supports theday-to-day delivery of healthcare services across multiple practices within thePCN, ensuring the smooth day to day operations in various areas such as LongTerm Condition Management, Enhanced Access and others.
As a key member of theadministrative team, youll be responsible for front-desk duties, call/recallprocesses, managing patient communications, and supporting practices inachieving PCN performance targets. You will also liaise with clinical andoperational staff to ensure deadlines are met to a timely manner and effectiveadministrative follow-up is being carried out.
This is an excellentopportunity to join a dynamic team and contribute to meaningful healthcare workthat positively impacts patients every day. Youll work closely with a networkof dedicated healthcare professionals who are passionate about delivering high-quality,accessible care to the local community.
Main duties of the job
Provide a friendly and professional front-desk service, including greeting patients and handling enquiries.
Manage incoming and outgoing calls, including recall processes to ensure patients are contacted as required.
Coordinate and maintain clear communication with patients, ensuring information is accurate and up to date.
Support the practice team in meeting Primary Care Network (PCN) performance targets.
Work closely with clinical and operational staff to ensure deadlines are met and tasks are completed on time.
Carry out effective administrative follow-up to keep records, processes, and patient pathways running smoothly.
About us
East End Health Network Co Ltdis a company that has been created by the group of GP practices in NW TowerHamlets, to assist in the development & provision of health-relatedservices & activities for the benefit of the local population within thegeographical area. This is done through delivering packages of care for longterm health conditions by working with local health services, communityservices & social & voluntary care services to ensure healthylifestyles choices are embedded & available appropriately
The key aims are to ensurethat residents of Tower Hamlets have access to a range of diverse and widerange of high-quality services, local to them and joined up between health andsocial care. We aim to empower patients to make choices about their health andcare and to experience the level of personalised care that meets their needs.
Job responsibilities
Job Summary
East End Health Networkinvites applications from motivated and detail-oriented individuals for therole of PCN Service Administrator. This pivotal position supports theday-to-day delivery of healthcare services across multiple practices within thePCN, ensuring the smooth day to day operations in various areas such as LongTerm Condition Management, Enhanced Access and others.
As a key member of theadministrative team, you'll be responsible for front-desk duties, call recallprocesses, managing patient communications, and supporting practices inachieving PCN performance targets. You will also liaise with clinical andoperational staff to ensure deadlines are met to a timely manner and effectiveadministrative follow-up is being carried out.
This is an excellentopportunity to join a dynamic team and contribute to meaningful healthcare workthat positively impacts patients every day. Youll work closely with a networkof dedicated healthcare professionals who are passionate about delivering high-quality,accessible care to the local community.
Key WorkingRelationships
* Network Manager
* Services Manager
* IT and Digital Lead
* Network call/recall staff
* Network Clinical Leads
* Clinicians in the Network
* GP Practice Managers
* Staff in Partner Agencies
* The Public
Key Responsibilities:
Provide front-desk supportand administrative cover within the Enhanced Access service
Serve as the first point ofcontact for patients attending out-of-hours and extended access appointments.Ensure a welcoming and professional reception environment, manage appointmentcheck-ins, and support clinicians with administrative tasks to ensure seamlessservice delivery.
Manage incoming emails,phone calls, and patient queries in a professional and timely manner
Handle high volumes ofcommunications efficiently, directing queries appropriately, taking accuratemessages, and ensuring prompt follow-up. Maintain a courteous and empathetictone when dealing with patients, carers, and external stakeholders.
Support Call and Recallprocesses for patient follow-ups, screening, and chronic disease management
Work proactively to contactpatients due for routine checks, vaccinations, screenings, and long-termcondition reviews. Accurately document patient interactions and coordinate withclinical teams to ensure appointments are scheduled and completed.
Contribute to themonitoring and administration of key PCN KPIs and performance targets
Support the delivery ofnational and local health initiatives by tracking activity against PCNobjectives, such as cervical screening uptake, immunisations, and long-termcondition management. Assist in data entry, reporting, and identifying areasrequiring follow-up action.
Liaise with clinicians andpractice staff to manage referrals, patient records, and ongoing administrativetasks
Facilitate smooth coordinationbetween administrative and clinical teams by tracking patient referrals,updating records, and communicating important information across practices.Help ensure patients are followed up appropriately in line with clinical guidance.
Chase, file, and escalatedocuments or communications relevant to patient care and PCN operations
Maintain up-to-date andorganised documentation, following up on outstanding information, incomingreports, or third-party communications. Ensure timely escalation of urgent orsensitive issues in accordance with internal protocols.
Assist with routinereporting, audits, and documentation across the PCN
Contribute to the preparationof internal and external reports, audits, and compliance documentation. Supportdata collection and quality improvement initiatives as part of the PCNscontinuous service development efforts.
Ensure high standards ofdata entry, record-keeping, and confidentiality in line with NHS and practiceprotocols
Input and maintain accuratedata across clinical systems (e.g. EMIS, SystmOne). Adhere strictly to GDPR andinformation governance policies to ensure patient data is managed responsiblyand securely.
Essential Skills andExperience
* Excellent verbal and written communication skills.
* Experience in a customer service or front deskenvironment.
* Highly personable with a professional and empatheticapproach to patient and colleague interaction.
* Strong organisational skills with a keen attention todetail.
* Proficient in Microsoft Office applications, especiallyWord, Excel, and Outlook.
* Ability to manage competing priorities and multitaskeffectively.
* A proactive team player with the initiative to workindependently when required.
* Experience working within an NHS or healthcare setting.
* Previous experience in Primary Care, including GPpractices or PCNs.
* Familiarity with electronic medical record systems suchas EMIS Web, SystmOne, or similar.
* Understanding of Enhanced Access services and wider NHSframeworks.
Equipment Used by thepost holder
All general office equipment
Working conditions
Possible exposure to telephone callers who maybe stressed, angry or frustrated.
Some lifting of boxes of supplies or files.
In office position
Health and Safety, Confidentiality, Equal Opportunities & ImprovingWorking Lives
Health &Safety/Security
It is the duty of everyemployee to adhere to the Health & Safety Policy and work in such a waythat accidents to themselves and to others are avoided, and to co-operate inmaintaining their place of work in a tidy and safe condition, thereby minimizingrisk. Employees will, therefore, refer any matters of concern through theirrespective line managers. Similarly, it is each person's responsibility toensure a secure environment and bring any breaches of security to the attentionof their managers.
Confidentiality
In the course of everyemployee's duties, they may have access to confidential material aboutpatients, members of staff or other health service business.
On no account must information relating toidentifiable patients be divulged to anyone other than authorised persons, forexample, medical, nursing or other professional staff, who are concerneddirectly with the care, diagnosis and/or treatment of the patient.
Similarly, information relating to staff recordsor information concerning contracts, tenders and other commercially sensitivematters etc. are considered to be confidential and must not be divulged withoutprior authority.
Breaches of confidentiality will result indisciplinary action.
If in any doubt whatsoever asto the authority of a person or body asking for information of this nature,seek advice from your manager.
Equal Opportunities, Respectand Dignity at Work, Improving Working Lives
In Tower Hamlets we arecommitted to equality of opportunity & diversity in the workplace; allmanagers and staff are responsible for ensuring that this is delivered inpractice.
We are equally committed torespect for other people and all managers and staff are expected to be clear ofwhat is expected of them and for ensuring that they commit to this policy intheir day to day working life. In Tower Hamlets, we oppose all forms ofbullying or harassment in the workplace. Everyone has a personal responsibilityto seek to improve their own and colleagues working lives to create a healthyand productive working environment.
Appraisal and PersonalDevelopment
This Network is committed tolifelong learning for all staff and has put in place an appraisal anddevelopment infrastructure. All employees have a responsibility to participatein regular appraisal with their line manager and to identify performance standardsfor the post. As part of the appraisal process employees have a jointresponsibility with their line manager to identify any learning developmentneeds in order to meet the agreed performance standards.
No Smoking Policy
The Network is committed to apolicy which actively discourages smoking and offers support to staff that wishto stop smoking.
Review of JobDescription
This job description outlines current duties andresponsibilities; however, it is subject to review and amendment in the lightof developing or changing services. Therefore, the post holder is expected toview it as a guide rather than an exact description of all duties andresponsibilities. It may be subject to variation from time-to-time.
Person Specification
Experience
* Essential Skills and Experience
* Excellent verbal and written communication skills.
* Experience in a customer service or front desk environment.
* Highly personable with a professional and empathetic approach to patient and colleague interaction.
* Strong organisational skills with a keen attention to detail.
* Proficient in Microsoft Office applications, especially Word, Excel, and Outlook.
* Ability to manage competing priorities and multitask effectively.
* A proactive team player with the initiative to work independently when required.
* Experience working within an NHS or healthcare setting.
* Previous experience in Primary Care, including GP practices or PCNs.
* Familiarity with electronic medical record systems such as EMIS Web, SystmOne, or similar.
* Understanding of Enhanced Access services and wider NHS frameworks.
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.
£22,000 to £25,000 a yearInclusive of London Weighting
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