Administrative Support Assistant

Whittington Maternity Voices Partnership; Greater London; On-site; GBP 31,000 - 32,000; Full time

Job summary

Whittington Health NHS Trust is seeking an Administrative Support Assistant (Band 3) to join the Community Administration Team. The role is office-based, full-time 37.5 hours per week (Mon-Fri, 9-5), based at Crouch End Health Centre in London.

You will provide high-quality reception and admin support to ensure smooth operation of community services. Responsibilities include handling calls, booking and rescheduling appointments, registering patients on RiO and maintaining accurate records.

Qualifications

• GCSE/O Level or equivalent.
• Higher Education to A level or equivalent experience.
• Previous NHS experience.
• Experience of booking and changing appointments.

Responsibilities

• Provide high quality, helpful and courteous responses for the public by telephone.
• Communicate effectively with callers and manage expectations.
• Gather key information from referrers and patients.
• Carry out an initial triage of patients.
• Manage appointments, booking interpretations and transport where required.
• Register new patients onto RiO and other patient systems.
• Front of house reception and building management, including monthly audits.
• Support the band 4 Administrators in referral management and scheduling.

Skills

Teamwork

Communication

Organization

Time management

Training willingness

Education

GCSE/O Level or equivalent

Higher Education to A level or equivalent

Tools

RIO

Job description

Main area Administration Grade Band 3 Contract Permanent: This is an office based position Hours Full time - 37.5 hours per week (Monday to Friday 9-5) Job ref 220-WHT-8333766

Employer Whittington Health NHS Trust Employer type NHS Site Crouch End Health Centre Town London Salary £30,630 - £32,346 Per Annum Including HCAS Salary period Yearly Closing 19/10/2026 23:59

Please note in order to progress your application, your data will be processed by our 3 rd party recruitment providers – North London Partners Shared Service, who conduct recruitment activities on behalf of Whittington Health NHS Trust.

By applying for this role, you accept in the event you are successful that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which is aimed at saving you time and improving efficiencies within the NHS when your employment transfers.

Artificial intelligence (AI) is a set of technology that can perform various tasks that typically required human intelligence. Your application is your opportunity to demonstrate to us how you meet the requirements of the role.

We recognise that AI tools can support accessibility, equity and confidence for applicants. However, it’s important that examples and responses genuinely reflect your own experience and abilities, as these will be explored further during the selection process. AI must not be used to provide misleading or false information during any stage of the application journey.

Whittington Health NHS Trust is committed to ensuring that its recruitment processes are carried out with integrity, transparency, and fairness for all applicants. To help maintain these standards, we ask candidates to provide accurate and truthful information throughout the recruitment process.

If incorrect or misleading information is identified, this may affect the progression of an application, any employment offer, or continued employment. As part of our due diligence, the company may verify the information provided by applicants and take appropriate act ion where necessary.

We do not charge applicants any fees at any stage of the recruitment process, including applications, interviews, sponsorship arrangements, pre-employment checks, or employment offers. All vacancies are advertised through TRAC/NHS Jobs and candidates are assessed solely on their skills, qualifications, experience, and suitability for the role. If you are asked to make a payment in connection with an NHS job opportunity, please treat this as suspicious and contact the organisation directly using the details published on our official career's website.

AdministrativeSupport Assistant - Band 3

This post holder will work as part of theHaringey Talking Therapies administrative team. This will include typing, generaladministration work and co-ordinating the appointments system and to always provide excellent customer careusing TrustCustomerCare Standards.

Using effective communication skills post holder will respond to telephone calls from patientsand referrers, gathering information and using. initiative to respond appropriately to theinformationreceived.

Post holder will carry out basic triaging of calls and liaise with clinical service teams within theorganisationtoensurethat patientsareappropriatelygiveninformationandfollowedup.

Post holder will also register, source and upload documents for new patients, book andrescheduleappointmentsforallpatientsandprocesstheoutcomesfromappointments.

Post holder will be competent in the use of the computer software RIO, including thecancellationand booking/rebookingofpatients.

Post holder will receive incoming telephone calls from patients, carers, GP’s, staff, otherHealth Care Professionals and external organisations and to be able to take appropriateaction,whichmayinvolvediscussionwith theothermembersoftheteam.

Post holder will represent the Whittington Health Community Administration Team in aprofessionalandfriendlymanner,both onthephone andfacetoface.

Main duties of the job

• To provide a high quality, helpful and courteous response for members of the public, service users, representatives of other departments /agencies by telephone, showing sensitivity to their feelings and respecting their wishes wherever possible.
• To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive.
• To gather key information from referrers and patients etc. who are calling the service.
• To carry out an initial triage of patients.
• To manage appointments for patients, provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details.
• To register new patients onto the electronic patient record system such as RiO and other relevant patient systems
• To administer the processes for establishing efficient clinics; booking interpreters and transport for patients who require them, ringing to confirm attendances with patients, organising appointment letter print runs and sending out letters, cancelling and rescheduling clinics.
• Front of house reception and building management, including monthly audits, Resus Bag checks.
• Support the band 4 Administrators in the referral management and appointment booking processes including timely saving of referrals received via the Service Generic emails.
• To work as part of a team and assist colleagues in their workloads and provide cover for them during absence.

Working for our organisation

Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.

Detailed job description and main responsibilities

For more information regarding the main responsibilities of the role, please refer to the attached Job Description.

Communication

• To ensure that confidentiality is maintained with regard to the business of the services at all times.
• To liaise effectively with their line manager.
• To provide general non-clinical information and guidance regarding the Whittington Health Community Services to the referrers, patients, carers and the general public, in an appropriate manner
• To ensure that the patient understands the information regarding their appointment and their responsibilities in lines with Whittington Health Service guidelines.
• To manage all correspondence generated by the Community Services to patients, GP’s, and other health professionals in line with the Whittington Health procedures and protocols.
• To be able to utilise sensitive communication skills to ensure the patient, carer or other health professionals are happy with the care processes.

Training and Development

• To participate in the Trust’s Appraisal system under the supervision of the Manager and Team Leader and attend any training courses as deemed appropriate to meet the objectives of the service and for personal development.
• To take responsibility for self-development on a continuous basis, undertaking on-the- job training as training is required.
• To the complete of all mandatory training required by the organisation and ensure all modules are within date.

Person specification

Education/Qualifications

• GCSE/O Level or equivalent
• Higher Education to A level or or equivalent experience

Experience

• Previous NHS experience.
• Previous experience of booking and changing appointments
• Previous Experience of Using RIO and other patient Data entry Systems
• Previous experience of dealing with the public face to face and or over the telephone.

Knowledge, Skills and Abilities

• Ability to work as part of a team
• Ability to act appropriately in stressful situations
• Willingness to undertake and use training relevant to the post
• Ability to communicate in a clear and professional manner

Personal Qualities

• Personally/professionally responsible
• Flexible approach to changing circumstances and departmental needs
• Good organisation, time management and prioritisation skills

SAFEGUARDING CHILDREN AND ADULTS

To comply with the Trust’s Safeguarding Children and Adults policies, procedures and protocols. All individual members of staff (paid or unpaid) have a duty to safeguard and promote the welfare of children, young people and vulnerable adults This will require you to:

• Ensure you are familiar with and comply with the London Child Protection Procedures and protocols for promoting and safeguarding the welfare of children and young people.
• Ensure you are familiar and comply with theLondon Multi Agency Safeguarding Vulnerable Adults Pan London Procedures.
• Ensure you are familiar and comply with local protocols and systems for information sharing.
• Know the appropriate contact numbers and required reporting lines.
• Participate in required training and supervision.
• Comply with required professional boundaries and codes of conduct

Whittington Health is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.

Your application form –

• Provide only business email address for your referees – we are unable to request references from yahoo, Hotmail, Gmail accounts.
• Make sure you to include all evidence of where you meet the essential requirement on the jobs description as this forms the base of our shortlisting criteria.

Our processes –

• Closing dates are given as a guide; we are within our right to close adverts early so please ensure you submit your application as soon as possible to avoid delay.
• If you do not hear from us up to 3 weeks after the closing date of the job unfortunatelythis means you have not been successfullyshortlisted for interview. If your require feedback on your application please contact the appointing manager detailed in the body of the advert.
• Please check your emails regularly as all correspondence from us will be via trac.systems – occasionally these emails will go into your Junk folder.
• Employment at Whittington Health is offered subject to successful completion of a 6 month probationary period for all staff with