Operational Services Administrator

Posting date:	20 March 2026
Salary:	£24,506.79 to £27,848.62 per year
Additional salary information:	£24506.79 - £27848.62 a year
Hours:	Full time
Closing date:	29 March 2026
Location:	Hereford, HR4 0DG
Company:	NHS Jobs
Job type:	Permanent
Job reference:	S0001-26-0025

Summary

JOB PURPOSE: To provide administrative and secretarial support to the operational team, clinicians and 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 external organisations with professionalism and discretion. Main Responsibilities: To have general knowledge of all Taurus services, to be able to cover for annual leave, sickness and unplanned absences with other administrators in the Operations team. Contribute to the monitoring and fulfilment of the clinical and non-clinical rotas. Ensure that required information is accurately entered onto internal systems. Maintain and update medical records, ensuring accuracy and confidentiality. To assist with stock control and ordering of non-clinical items for all services within operational team.( clinical consumables) Review the action log and address any tasks required, documenting what action has been taken and when this is complete. Contribute to meeting the standards required by external and internal audits To assist with the process of collecting data for contractual key performers indicators. Collect, collate, process and present operational and clinical information for audit purposes. To support the wider team with logging, documenting and investigating service complaints and incidents received this to include reporting for the monthly performance report. To ensure that any risks that are identified are immediately reported to the appropriate manager. Effective use of operational software including adastra, Emis, When I work, hero healthAccuRx, Microsoft office, Joy survey monkey and relevant others. To support the process of mandatory training recording and reporting.. Utilise medical records e.g EMIS and Adastra to support operational administrative tasks, including appointment management, patient registration. To ensure medical equipment asset register is up to date including recording calibrations, returns of items in warranty and decommissioned items. To ensure all appointment books are uploaded onto EMIS in advance e.g. 6 weeks and are correctly assigned to the right clinician, location and with the correct slot types. Proactively manage clinicians' appointment books and clinic templates Book, amend, and cancel patient appointments using electronic booking systems -e.g., EMIS. Coordinate with clinicians and service managers to ensure clinic schedules are accurate and up to date. Monitor and manage appointment book capacity to ensure optimal patient flow. Liaise with patients to confirm appointments, provide instructions, and manage rescheduling as needed. Anticipate and resolve booking conflicts or appointment overlaps in collaboration with clinicians and operation service managers Support the coordination of urgent or short-notice appointments as required. Track referral and action as necessary based on urgency escalate any risks to service managers. Generate referrals following guidance from referring clinician Manage the operational phone line, dealing with enquiries and sign positing and escalating as appropriate. This will include GP practices, members of the public, patients and other agencies. Act as the first point of contact for queries from patients, relatives, and external providers. Communicate changes to appointments or schedules in a timely and sensitive manner. Support the timely management of incoming referrals and ensure they are actioned appropriately Utilising electronic sources to communicate on service feedback with patients e.g. survey monkey and gaining consent where required Utilising software to generate reports on patient feedback To support operational managers with day to day operational activity including (but not limited to) daily communications, organising staff appraisal, one to ones, resource sheets / allocation, meeting and diary requests, action logs, collating information for agendas for meetings and any other duties as required Identifying and rectifying rota gaps (including liaising with clinical and non clinical agencies for cover). Supporting Operational Managers with new starter induction processes (may include creating accounts on EMIS and TeamNet). Manage all patient referrals undertaken Provide a calm, empathetic, and professional response when dealing with distressed, anxious, or upset patients and their families. Communicate sensitive information clearly and compassionately, particularly regarding appointment delays, cancellations, Use discretion and emotional intelligence to de-escalate challenging situations while maintaining service professionalism and patient dignity. Escalate concerns appropriately to clinical staff or management where additional support is required. Maintain strict patient confidentiality at all times, especially in emotionally charged or sensitive discussions. *A full Job Description & Person Specification is attached to this advert*