Operational Service Manager

West London NHS Trust; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A prominent healthcare provider is seeking a dynamic floating administrator to support clinical teams across multiple locations in Greater London. Responsibilities include managing telephone inquiries, processing referrals, and maintaining accurate databases. Ideal candidates are organized, adaptable, and possess strong communication skills. Full training is provided. This position offers an opportunity to contribute to a diverse healthcare environment.

Qualifications

• Dynamic and adaptable individual with strong communication skills.
• Experience in administration or customer service roles.
• Ability to work in a varied and fast-paced environment.

Responsibilities

• Deal with telephone enquiries from various stakeholders.
• Provide information and advice to service users.
• Allocate referrals and input data into the S1 platform.
• Maintain service line databases accurately.
• Present activity data for management meetings.

Skills

Telephone communication skills

Data entry accuracy

Multicultural understanding

Organizational skills

Job description

We are seeking a dynamic and adaptable administrator to join our small and friendly administration team.

This is a varied and engaging position working as a floating administrator to provide support our clinical teams.

As part of the role you will be required to work from any of our three bases which are located in Southall, Greenford & Acton.

The successful applicant will be responsible for processing referrals and incoming communications promptly and accurately and will be expected to liaise with service users, clinical team members and external bodies on a daily basis.

Full training will be provided to the appointed candidate.

If you would like to know a little more about the vacancy or have any additional questions, please E‑mail: [email protected] or call 07548 142266.

Michelle Neacy
Operational Service Manager,

Responsibilities

• Deal with telephone enquiries from health professionals, services users, service user families, carers and team members, some of whom are anxious or have cultural or language difficulties
• Provide information and advice to service users, verbally and/or in writing.
• Act in accordance with the Service in processing new referrals. This includes, but is not limited to: allocating referrals, inputting data into appropriate platforms, creating referrals within the S1 platform, highlighting for clinical triage and action triage outcomes as required.
• Assist with the allocation of patients and entering patient details into appropriate healthcare professionals' diaries.
• Deal with telephone enquiries in an informed and sympathetic manner, taking and passing on messages promptly and action where necessary. Regularly access the generic email systems, responding to all queries.
• Collate, enter and present activity data for service and management meetings and for monthly and ad hoc statistical returns.
• Maintain service line databases for record keeping, ensuring accurate reporting and invoice processing. Including, where required logging maintenance for specialist equipment and IT service equipment for the service line.

About the Trust

West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.

Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ over 5,000 staff, of whom 59% are BME. Our turnover for 2024-25 is over £500m.

The Trust is rated as 'Good' overall by the Care Quality Commission. Forensic services are rated as 'Outstanding'.

The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative.