ICS Administrator
The closing date is 05 June 2026.
We are looking for an administrator who will play a key role in supporting the Admin and Clinical Triage Teams in the Complex Care Admin Hub for the Community Division by actioning and organising patient appointments, handling referrals for various clinical services, dealing with calls and queries from patients, professionals, colleagues and the public, and any general administrative tasks needed to support the seamless running of community clinical services.
Applicants must be able to wear a headset for extended periods throughout the working day. This is a permanent, full‑time role of 37.5 hours per week. The current working pattern is Monday to Friday, 8:00 am–4:30 pm. Please note that working hours may change in the future to Monday–Sunday between 8:00 am and 6:00 pm, including bank holidays. Flexibility around working hours is essential for this role.
This post is not eligible for visa sponsorship.
Main duties of the job
Forming part of our Community Services team, the Administrator will help to support community clinical services for the borough. The primary remit is to prevent unnecessary hospital admissions by supporting individuals to remain in their own homes by providing care at the point of need.
Successful applicants must be motivated, enthusiastic and have experience working as part of a team.
Applicants must have the following essential qualifications or equivalent level of knowledge: NVQ Level 1 Business Admin and a recognised qualification in English.
Job responsibilities
* Communicate effectively with patients and carers via telephone, video conferencing, or face‑to‑face to ensure smooth delivery of services.
* Handle calls to minimise waiting times and provide a high level of customer service.
* Act as first point of contact for service‑user enquiries.
* Register referrals and scan documentation into electronic patient records using SystmOne.
* Ensure accurate input of referrals onto SystmOne and follow the patient‑tracking process.
* Monitor patients through their pathway, liaising with clinical leads, service leads and GPs to ensure timely delivery.
* Obtain clarification from referrers and gather any missing data needed for care delivery.
* Maintain tracking systems and identify service improvement opportunities.
* Book appointments, make follow‑ups and reschedule as required.
* Take messages and relay them to relevant services.
* Participate in audits as required.
* Escalate issues in patient pathways to the Administration Team Leader.
* Process DNAs and cancellations per local protocols.
* Prioritise workload to meet agreed timescales.
* Carry out administrative tasks as delegated.
* Use SystmOne fully and accurately.
* Communicate relevant information to team members and attend regular staff meetings.
* Coordinate with internal departments and external agencies.
* Arrange interpreter services.
* Comply with Trust policies and procedures.
* Respect the individuality, values, culture and religious diversity of clients.
* Maintain patient and staff confidentiality and adhere to the Data Protection Act.
* Show good time‑management, punctuality and consistent attendance.
* Report any equipment deficits to estates and facilities.
* Maintain professional development and mandatory training.
* Participate in the Trust appraisal system and provide feedback for improvement.
Person Specification
Knowledge – Essential
* Working knowledge of Microsoft Office packages.
* Knowledge of office procedures.
Experience – Essential
* Experience in administration.
* Experience of an office environment.
Skills – Essential
* High standards of accuracy and attention to detail when retrieving or entering data.
* Excellent verbal and written communication skills with clients, carers and professionals.
* Ability to work unsupervised or as part of a team in a highly pressured environment.
* Flexibility and adaptability to change.
* Ability to prioritise workload and meet tight deadlines.
* Ability to collate accurate information as required.
* Excellent organisational skills.
Qualifications – Essential
* Qualification in English or equivalent experience.
* NVQ Level 1 Business Admin or equivalent experience.
Additional – Essential
* Respect for confidentiality and knowledge of data protection and information governance.
* Ability to work for prolonged periods using display screen equipment.
* Ability to concentrate for extended periods.
* Willingness to learn and participate in training.
* Professionalism in all areas of employment.
* Flexibility in base of work across the borough.
* Flexibility in working hours to meet service needs; may involve a rota across 7 days.
* Ability to travel across the borough.
* Proficient in English with confidence and accuracy.
* Ability to wear a headset for extended periods throughout the day.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service check.
Employer details
Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust
Address
Wigan Health Centre
Boston House, Frog Lane
Wigan
WN6 7LB
United Kingdom
Employer's website
http://www.wwl.nhs.uk/
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