PCN Service Administrator
| Posting date: | 15 August 2025 |
|---|---|
| Salary: | £22,000.00 to £25,000.00 per year |
| Additional salary information: | £22000.00 - £25000.00 a year |
| Hours: | Full time |
| Closing date: | 27 August 2025 |
| Location: | London, E1 5PB |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | A1561-25-0001 |
Summary
Job Summary East End Health Network invites applications from motivated and detail-oriented individuals for the role of PCN Service Administrator. This pivotal position supports the day-to-day delivery of healthcare services across multiple practices within the PCN, ensuring the smooth day to day operations in various areas such as Long Term Condition Management, Enhanced Access and others. As a key member of the administrative team, you'll be responsible for front-desk duties, call recall processes, managing patient communications, and supporting practices in achieving PCN performance targets. You will also liaise with clinical and operational staff to ensure deadlines are met to a timely manner and effective administrative follow-up is being carried out. This is an excellent opportunity to join a dynamic team and contribute to meaningful healthcare work that positively impacts patients every day. Youll work closely with a network of dedicated healthcare professionals who are passionate about delivering high-quality, accessible care to the local community. Key Working Relationships Network Manager Services Manager IT and Digital Lead Network call/recall staff Network Clinical Leads Clinicians in the Network GP Practice Managers Staff in Partner Agencies Patients The Public Key Responsibilities: Provide front-desk support and administrative cover within the Enhanced Access service Serve as the first point of contact for patients attending out-of-hours and extended access appointments. Ensure a welcoming and professional reception environment, manage appointment check-ins, and support clinicians with administrative tasks to ensure seamless service delivery. Manage incoming emails, phone calls, and patient queries in a professional and timely manner Handle high volumes of communications efficiently, directing queries appropriately, taking accurate messages, and ensuring prompt follow-up. Maintain a courteous and empathetic tone when dealing with patients, carers, and external stakeholders. Support Call and Recall processes for patient follow-ups, screening, and chronic disease management Work proactively to contact patients due for routine checks, vaccinations, screenings, and long-term condition reviews. Accurately document patient interactions and coordinate with clinical teams to ensure appointments are scheduled and completed. Contribute to the monitoring and administration of key PCN KPIs and performance targets Support the delivery of national and local health initiatives by tracking activity against PCN objectives, such as cervical screening uptake, immunisations, and long-term condition management. Assist in data entry, reporting, and identifying areas requiring follow-up action. Liaise with clinicians and practice staff to manage referrals, patient records, and ongoing administrative tasks Facilitate smooth coordination between administrative and clinical teams by tracking patient referrals, updating records, and communicating important information across practices. Help ensure patients are followed up appropriately in line with clinical guidance. Chase, file, and escalate documents or communications relevant to patient care and PCN operations Maintain up-to-date and organised documentation, following up on outstanding information, incoming reports, or third-party communications. Ensure timely escalation of urgent or sensitive issues in accordance with internal protocols. Assist with routine reporting, audits, and documentation across the PCN Contribute to the preparation of internal and external reports, audits, and compliance documentation. Support data collection and quality improvement initiatives as part of the PCNs continuous service development efforts. Ensure high standards of data entry, record-keeping, and confidentiality in line with NHS and practice protocols Input and maintain accurate data across clinical systems (e.g. EMIS, SystmOne). Adhere strictly to GDPR and information governance policies to ensure patient data is managed responsibly and securely. Essential Skills and Experience Excellent verbal and written communication skills. Experience in a customer service or front desk environment. Highly personable with a professional and empathetic approach to patient and colleague interaction. Strong organisational skills with a keen attention to detail. Proficient in Microsoft Office applications, especially Word, Excel, and Outlook. Ability to manage competing priorities and multitask effectively. A proactive team player with the initiative to work independently when required.Desirable (Not Essential) Experience working within an NHS or healthcare setting. Previous experience in Primary Care, including GP practices or PCNs. Familiarity with electronic medical record systems such as EMIS Web, SystmOne, or similar. Understanding of Enhanced Access services and wider NHS frameworks. Equipment Used by the post holder All general office equipment Working conditions Possible exposure to telephone callers who may be stressed, angry or frustrated. Some lifting of boxes of supplies or files. In office position Health and Safety, Confidentiality, Equal Opportunities & Improving Working Lives Health & Safety/Security It is the duty of every employee to adhere to the Health & Safety Policy and work in such a way that accidents to themselves and to others are avoided, and to co-operate in maintaining their place of work in a tidy and safe condition, thereby minimizing risk. Employees will, therefore, refer any matters of concern through their respective line managers. Similarly, it is each person's responsibility to ensure a secure environment and bring any breaches of security to the attention of their managers. Confidentiality In the course of every employee's duties, they may have access to confidential material about patients, members of staff or other health service business. On no account must information relating to identifiable patients be divulged to anyone other than authorised persons, for example, medical, nursing or other professional staff, who are concerned directly with the care, diagnosis and/or treatment of the patient. Similarly, information relating to staff records or information concerning contracts, tenders and other commercially sensitive matters etc. are considered to be confidential and must not be divulged without prior authority. Breaches of confidentiality will result in disciplinary action. If in any doubt whatsoever as to the authority of a person or body asking for information of this nature, seek advice from your manager. Equal Opportunities, Respect and Dignity at Work, Improving Working Lives In Tower Hamlets we are committed to equality of opportunity & diversity in the workplace; all managers and staff are responsible for ensuring that this is delivered in practice. We are equally committed to respect for other people and all managers and staff are expected to be clear of what is expected of them and for ensuring that they commit to this policy in their day to day working life. In Tower Hamlets, we oppose all forms of bullying or harassment in the workplace. Everyone has a personal responsibility to seek to improve their own and colleagues working lives to create a healthy and productive working environment. Appraisal and Personal Development This Network is committed to lifelong learning for all staff and has put in place an appraisal and development infrastructure. All employees have a responsibility to participate in regular appraisal with their line manager and to identify performance standards for the post. As part of the appraisal process employees have a joint responsibility with their line manager to identify any learning development needs in order to meet the agreed performance standards. No Smoking Policy The Network is committed to a policy which actively discourages smoking and offers support to staff that wish to stop smoking. Review of Job Description This job description outlines current duties and responsibilities; however, it is subject to review and amendment in the light of developing or changing services. Therefore, the post holder is expected to view it as a guide rather than an exact description of all duties and responsibilities. It may be subject to variation from time-to-time.