Senior patient Care Coordinator: Deputy Admin Lead

Chelsea and Westminster Hospital NHS Foundation Trust; Greater London; On-site; GBP 33,000 - 37,000; Full time

Job summary

A leading healthcare trust is seeking a Senior Patient Care Coordinator: Deputy Admin Lead to oversee a seamless patient-focused administrative service in their HIV and sexual health clinics. This role involves managing the administrative team, ensuring quality service delivery, and leading initiatives to enhance patient care. Candidates should have extensive NHS admin experience, particularly in HIV/GUM settings. The position offers a salary between £33,094 to £36,195 per annum and is located in Greater London.

Qualifications

• Must possess excellent interpersonal and communication skills.
• Must have extensive experience of NHS admin experience.
• Must have extensive experience of NHS admin experience in HIV/GUM.

Responsibilities

• Deputise for the SSC Operational and Administrative Lead in their absence.
• Lead on HIV patient feedback surveys and initiatives.
• Manage recruitment and training of administrative staff.
• Maintain a high-quality, effective patient-focused administrative service.

Skills

Interpersonal skills

Communication skills

Organisational skills

Education

Extensive NHS admin experience

NHS admin experience in HIV/GUM

Job description

Senior patient Care Coordinator: Deputy Admin Lead

The closing date is 04 December 2025

We are looking for a highly organised and motivated individual to work in the John Hunter Clinic for sexual health and Kobler HIV OPD as a Senior patient Care Coordinator: Deputy Admin Lead. You will be enthusiastic and possess excellent interpersonal and communication skills.

You will deputise for the SSC Operational and Administrative Lead in their absence, including line management of the B3 and lead on maintaining a high‑quality, effective patient‑focused administrative service in both departments. You will also play a key role around HIV patient feedback surveys and initiatives including family and friends (FFT) and work with key staff in Kobler OPD to proactively promote HIV research. This role is key to enhanced operational oversight and service improvement initiatives in Kobler OPD. You will also ensure remote KLICK operational/admin support is maintained and enhanced across Kobler, Hertfordshire (Stevenage and Watford) and Harlow teams.

Please see the attached job description and person specification for relevant application criteria. Successful applicants will be able to demonstrate they meet the essential criteria in the person specification in their application and, if shortlisted, at interview and assessment.

Main duties of the job

Deputise for the SSC Operational and Administrative Lead in their absence, including line management of the B3. Lead on maintaining a high quality, effective patient focused administrative service in Kobler HIV OPD, John Hunter Clinic and GDU.

Lead on HIV patient feedback surveys and initiatives including family and friends (FFT). Work with key staff in Kobler OPD to proactively promote HIV research. Have responsibility for the HIV peer support team's administrative function. Provide administrative support for the HIV patient forum. Monitor attendance data ensuring completion of unoutcomed reports/data for HIV OPD. Support the B5 with operational oversight and service improvement initiatives in Kobler OPD. Support remote KLICK operational/admin support across Kobler, Hertfordshire (Stevenage and Watford) and Harlow teams.

About us

Our Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—along with award‑winning clinics across North West London.

Our nearly 7,500 staff care for a diverse population of 1.5m, providing full clinical services including maternity, A&E and children's services, plus specialist HIV and sexual health care. The CQC rates us Good in safety, effectiveness, care and responsiveness, and Outstanding in leadership and resource use.

We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and an £80m Ambulatory Diagnostic Centre at West Mid.

We are delivering sustainable healthcare through our Green Plan. In line with Greener NHS ambitions, we aim for net zero carbon emissions by 2045. Achieving this requires collective effort. We encourage staff to reduce their impact on carbon, waste and pollution wherever possible. Every action counts to create a healthier, more sustainable future.

We are committed to equal opportunities and believe diversity drives innovation and excellence. We welcome applications from the global majority, veterans and underrepresented communities, valuing the perspectives they bring.

Some roles may require weekend shifts at multiple sites.

Job responsibilities

• Be responsible for recruitment, training and development of new administrative staff, co‑ordinating the day to day management of the team in the absence of the SSC Operational and Administrative Lead, ensuring continuity of cover at all times, especially during times of sickness and annual leave.
• Ensure any staff absence is appropriately recorded and managed.
• Lead on Koblers Drs Rota amendments.
• Ensuring continuity of cover across the HIV service from the whole administrative team including all specialist clinic admin related to HIV (including /Cardiology/Facial Lipoatrophy/Over 50s/Neurology/Metabolic).
• Management of Cerner KLICK templates changes and updates, including speciality clinics and CERNER mergers.
• Proactive transfer of KLICK appointments from Health Machine to CERNER.
• Support remote KLICK operational/admin support across Kobler, Hertfordshire (Stevenage and Watford) and Harlow teams.
• Responsible for the management and completion of unoutcomed reports/data for HIV OPD.
• The post holder will work within the reception areas as needed to maintain continuity of cover at all times utilising temporary staff as necessary within budget.
• To ensure collaborative working and clear communication pathways between clinical and administration staff.
• Work with key research staff to proactively promote HIV research.
• Have responsibility for the HIV peer support teams administrative function.
• Provide administrative support for the Kobler HIV patient forum (PPIG).
• To manage the recruitment, selection and appointment process and induction for all administrative staff ensuring Trust policies are adhered to at all times.
• To oversee and monitor data entry for HIV ensuring all reconciliations are complete within the set timeframes.
• Oversee management of a shared SSC email inbox for the purposes of external professional enquiries from other services within the Trust and externally and direct queries appropriately.
• To create and update GUM/HIV clinic records accordingly regarding appointments as well as changes to demographic or contact information. Clinical systems include (but are not limited to) Cerner, GUM EPR and DrDoctor.
• Ensure relevant standards for confidentiality and information governance are applied.
• To manage the Kobler Clinic DNA recall system.
• To participate in identifying any processes which will improve the service, and to ensure continuous improvement.
• Proactively assist in dealing with patient complaints/compliments around the service.
• Oversee Family and Friends feedback for Kobler OPD including regular updates at the Heads of Department meeting and ensuring positive feedback is relayed to the team and any concerns dealt with in a proactive manner.
• Contribute to Service development of the HIV service e.g. being involved in multi-disciplinary audit/development groups, including audits of outpatient activity as required.
• To contribute to the ongoing development of Klick including booking appointments on Cerner where necessary and redirecting queries to appropriate clinicians.
• To support facilitation of departmental meetings including sending invites, facilitating video consultations and taking and distributing meeting minutes.
• To support where needed administrative work undertaken by the B4 team for a defined team of Clinicians in Kobler HIV OPD and John Hunter Clinic which will include sending of letters where necessary to patients, GPs or other professionals, as well as the scanning of relevant patient information onto clinical systems.

Person Specification

Administrative Experience

• Must have extensive experience of NHS admin experience.
• Must have extensive experience of NHS admin experience in HIV/GUM.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

Chelsea and Westminster Hospital NHS Foundation Trust

£33,094 to £36,195 a year per annum incl. HCAS