Operational Services Administrator

Are you looking for a fulfilling role where you can make a real impact? Taurus Healthcare is seeking motivated individuals to join our team and support the delivery of exceptional patient care. As an Administrative Assistant,you'll play a key role in providing vital administrative support to our Operations team, ensuring that everything runs smoothly and efficiently.

What We Offer:

Convenient central location at Nelson House, Whitecross Road Hereford.

Full-time, Monday to Friday

Exciting Benefits:Enjoy a range of benefits including the NHS pension and access to the Vivup benefits package helping you thrive both personally and professionally.

What Youll Do:

Provide excellent telephone support and administrative assistance to the Operations team.

Ensure all documentation is accurate, complete, and fit for purpose.

What Were Looking For:

Motivated individuals who are eager to be part of a dynamic team making a difference to patient care.

A passion for providing excellent administrative support in a busy environment.

You'll report directly to our Operations Managers, working in a team that values precision and reliability

This is an excellent opportunity to be part of a team that makes a real difference to the quality of patient care. If you're organised, ready to learn, and excited about working in a supportive environment, we want to hear from you!

Main duties of the job To provide administrative and secretarial support to the operational team, cliniciansand healthcare teams, ensuring the smooth operation of patient care services. This role involves managing correspondence, scheduling appointments,maintainingmedical records, and liaising with patients, staff, and external organisations with professionalism and discretion.

Scheduling & Rotas:Help manage and fill the staff schedules to ensure we always have the right people in the right place at the right time.

Data Entry:Make sureimportant informationis accurately added to our systems, helping us keep everything up to date and organised.

Diary Management:Managing appointment books.

Stock & Supplies:Lend a hand with keeping track of and ordering supplies needed for our services, so everything is available whenitsneeded.

Action Log:Keep an eye on the action log, checking off tasks and making suretheyrecompleted on time.

Support Audits:Help the team stay on top of internal and external audits, making sure we meet required standards.

Data Collection:Assistin collecting and organizing information to measure our performance and ensurewerehitting our goals.

Service Complaints & Incidents:Help record any complaints orincidents, andmake sure they are reported accurately for monthly updates.

Using Systems:Get familiar with our software and tools to help manage schedules, medical records, and other key processes.

About us Taurus Healthcare wasestablishedin 2012, as the provider arm of the GP Federation serving 185,000 patients in Herefordshire. Founded and owned by the partners of the entire Herefordshire Primary Care community, Taurus is focused on providing excellent out of hospital services for patients. Our ethos is to provide high quality and cost-effective health outcomes that are delivered as close as possible to thepatientshome, whilst ensuring that patients who dorequirein hospital services are seen as quickly and effectively as possible.

At Taurus Healthcare we strive to create a diverse, inclusive workplace, and welcome applications from candidates from all backgrounds including those from Military Veterans and family members of serving personnel.

Taurus Healthcare offer many employee benefits, such as:

Access to a generous NHS pension scheme with 23.78% employer contribution.

33 to 38 days annual leave entitlement, including bank holidays, depending on service (pro rata for part-time staff).

Access to an extensive Employee Benefits Programme (Vivup) offering:

24/7 access to counselling services

Salary sacrifice scheme for cars and bikes

Access toa wide range of discounts from national retailers

Access to the Blue Light extensive discount scheme.

Due to current licence limitations, visa sponsorship is not available for this position. Applicants must already hold the right to work in the UK.

Job responsibilities JOB PURPOSE:

Toprovide administrative and secretarial support to the operational team, cliniciansand healthcare teams, ensuring the smooth operation of patient care services.This role involves managing correspondence, scheduling appointments,maintaining medical records, and liaising with patients, staff, and externalorganisations with professionalism and discretion.

Main Responsibilities:

• Tohave general knowledge of all Taurus services, to be able to cover for annualleave, sickness and unplanned absences with other administrators in theOperations team.
• Contributeto the monitoring and fulfilment of the clinical and non-clinical rotas.
• Ensurethat required information is accurately entered onto internal systems.
• Maintainand update medical records, ensuring accuracy and confidentiality.
• Toassist with stock control and ordering of non-clinical items for all serviceswithin operational team.( clinical consumables)
• Reviewthe action log and address any tasks required, documenting what action has beentaken and when this is complete.
• Contributeto meeting the standards required by external and internal audits
• Toassist with the process of collecting data for contractual key performersindicators. Collect, collate, process and present operational and clinical informationfor audit purposes.
• Tosupport the wider team with logging, documenting and investigating service complaintsand incidents received this to include reporting for the monthly performancereport.
• To ensure that any risks that are identifiedare immediately reported to the appropriate manager.
• Effective use of operational software includingadastra, Emis, When I work, hero healthAccuRx, Microsoft office, Joy surveymonkey and relevant others.
• To support the process of mandatory trainingrecording and reporting
• Utilise medical records e.g EMIS and Adastra tosupport operational administrative tasks, including appointment management,patient registration.
• To ensure medical equipment asset register isup to date including recording calibrations, returns of items in warranty anddecommissioned items.
• To ensure all appointment books are uploadedonto EMIS in advance e.g. 6 weeks and are correctly assigned to the rightclinician, location and with the correct slot types.
• Proactively manage clinicians' appointmentbooks and clinic templates
• Book, amend, and cancel patient appointmentsusing electronic booking systems -e.g., EMIS.
• Coordinatewith clinicians and service managers to ensure clinic schedules are accurateand up to date.
• Monitor and manage appointment book capacity toensure optimal patient flow.
• Liaise with patients to confirm appointments,provide instructions, and manage rescheduling as needed.
• Anticipate and resolve booking conflicts or appointmentoverlaps in collaboration with clinicians and operation service managers
• Support the coordination of urgent orshort-notice appointments as required.
• Track referral and action as necessary based onurgency elevate any risks to service managers.
• Generate referrals following guidance fromreferring clinician
• Manage the operational phone line, dealing with enquiries and sign positing and escalating as appropriate. This will include GPpractices, members of the public, patients and other agencies.
• Act as the first point of contact for queriesfrom patients, relatives, and external providers.
• Communicate changes to appointments orschedules in a timely and sensitive manner.
• Support the timely management of incomingreferrals and ensure they are actioned appropriately
• Utilising electronic sources to communicate onservice feedback with patients e.g. survey monkey and gaining consent whererequired
• Utilising software to generate reports onpatient feedback
• To support operational managers with day to dayoperational activity including (but not limited to) daily communications,organising staff appraisal, one to ones, resource sheets / allocation, meetingand diary requests, action logs, collating information for agendas for meetingsand any other duties as required
• Identifying and rectifying rota gaps (includingliaising with clinical and non clinical agencies for cover).
• Supporting Operational Managers with newstarter induction processes (may include creating accounts on EMIS andTeamNet).
• Manage all patient referrals undertaken
• Provide a calm, empathetic, and professionalresponse when dealing with distressed, anxious, or upset patients and theirfamilies.
• Communicate sensitive information clearly andcompassionately, particularly regarding appointment delays, cancellations,
• Use discretion and emotional intelligence tode-escalate challenging situations while maintaining service professionalismand patient dignity.
• Escalate concerns appropriately to clinicalstaff or management where additional support is required.
• Maintain strict patient confidentiality at alltimes, especially in emotionally charged or sensitive discussions.

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