Job Overview
The Hospital at Home (HaH) Administrator provides high-quality, reliable administrative coordination for the Hospital at Home Service within the London Borough of Hillingdon. The service operates 08:00–20:00, seven days per week, delivering acute-level nursing care to frail older adults in their own homes as an alternative to hospital admission.
Main Responsibilities
The postholder is the administrative backbone of the service, supporting the Band 8A Clinical Lead, Band 7 Senior Practitioners, and Band 6 Senior Nurses in the day-to-day operational running of the virtual ward. Responsibilities include managing referral intake, maintaining the virtual ward patient list on Systm1, coordinating staff rotas and diaries, supporting performance data and KPI reporting, managing communications between the HaH team and partner organisations, and providing general administrative and office management support.
The role includes monitoring and actioning the HaH referral inbox, uploading and managing patient referrals on Systm1, maintaining an accurate virtual ward patient list, acting as the first point of administrative telephone contact for the service, handling calls from referrers, patients, and carers professionally and escalating clinical concerns, coordinating staff rotas and clinical diaries using HealthRoster, preparing the daily virtual ward round schedule, supporting remote monitoring equipment allocation and asset tracking, organising and minuting governance and team meetings, processing subject access requests, managing supply orders via SBS/Oracle, and logging incidents and complaints on Datix.
Additional duties: logging daily performance data and KPI reporting, compiling and circulating the Daily Administrative Handover Log, coordinating remote monitoring equipment allocation, organising and minuting governance meetings, acting as Subject Access Request (SAR) Coordinator, providing administrative typing support to clinicians, and ensuring compliance with information governance policies.
Key Qualifications & Experience
* Good standard of general education including GCSE (or equivalent) in English and Mathematics at Grade C/4 or above.
* Previous experience in an office, administrative, or coordination role.
* Experience of providing high-quality customer service in a patient-facing or public-facing environment.
* Experience of using electronic patient record, referral management, or database systems.
* Experience of working in an NHS, community health, primary care, or social care environment (desirable).
* Experience of using EMIS, Cerner, SystmOne, or an equivalent community health EPR system (desirable).
* Experience of rota management, diary coordination, or scheduling support in a clinical or service setting (desirable).
* Experience of producing meeting minutes, performance reports, or activity data (desirable).
* Knowledge of Hospital at Home, virtual ward, or community-based acute care services (desirable).
* Understanding of Caldicott Principles, GDPR, and NHS Information Governance standards (desirable).
* Knowledge of NHS England Virtual Wards Operational Framework or NHS hospital discharge guidance (desirable).
* NVQ/QCF Level 2 or 3 in Business Administration, Health and Social Care, or equivalent (desirable).
* Evidence of further education or vocational training relevant to administration, health and social care, or IT (desirable).
Specific Skills and Abilities
* Proficient keyboard and IT skills; ability to enter and retrieve data accurately on computerised systems.
* Proficient in Microsoft Office: Word, Excel, Outlook, and Teams; able to produce reports, trackers, and correspondence.
* Excellent verbal and written communication skills; able to communicate professionally with clinical staff, referrers, patients, and carers.
* Strong organisational skills; ability to prioritise competing demands and manage multiple administrative tasks simultaneously.
* Ability to maintain accuracy and attention to detail when managing patient lists, referral data, and performance trackers under pressure.
* Ability to work on own initiative within a defined framework; recognise when to elevate to the clinical team.
* Ability to work as an effective and supportive team member in a fast paced community acute setting.
* Remain calm, professional, and empathic under pressure and when managing distressed callers.
* Experience of using multi-user databases or shared information management systems.
* Experience of SBS/Oracle E Procurement or equivalent ordering systems.
Benefits
Agenda for Change pay. Generous NHS pension scheme. Minimum 27 days annual leave plus bank holidays (rising with length of service). Flexible working opportunities and support for work‑life balance. Access to the CNWL Staff Health and Wellbeing programme including free staff counselling, physiotherapy, and occupational health services. Cycle to Work scheme and season ticket loan. Access to NHS discounts including Blue Light Card. Comprehensive induction programme and role‑specific training. Support for continuing professional development and career progression within CNWL and the wider NHS. Regular supervision, appraisal, and a personal development plan. A supportive, values‑driven team committed to making a difference for the people of Hillingdon.
Employment Details
This post is 0.6 WTE (22.5 hours per week), Monday–Friday within core hours (08:00–20:00). The postholder is Band 3; works jointly with Band 8A, Band 7, Band 6 team. The role does not hold clinical accountability and does not make independent clinical decisions; all clinical concerns are escalated to the Band 7 Senior Practitioner or Band 8A Clinical Lead.
EEO Statement
Central and North West London NHS Foundation Trust (CNWL) is an equal opportunity employer: all applications will be treated fairly and without bias. We encourage applicants from all backgrounds.
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