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Job overview
Operational Admin Support Officer - Planned Care Division
X1 Position operating across both sites
An exciting opportunity for an individual to join and strengthen a cross‑site operational management team within the MSK and General Surgery directorate at Chelsea and Westminster Hospital NHS Foundation Trust.
Ideally you will have experience of managing KPIs, patients pathways and Rota management and NHS operations.
You will have excellent organisational skills, communication skills - both oral and verbal - and will be able to, work well under pressure, balancing competing demands and meeting tight deadlines.
PLEASE NOTE ADVERT WILL CLOSE ONCE SUFFICIENT NUMBER OF APPLICATION S HAVE BEEN RECEIVED
Main duties of the job
The Operational Admin Support Officer is responsible for delivery of high quality and efficient patient services in defined clinical areas. The post holder will support the Senior Operational Management team and the Service Directors with the operational management of the services and delivery of national KPIs
The Post Holder will work closely and in partnership with other services within the Trust, in particular the nursing teams; clinical teams; Patient Access and Theatre teams and other divisions to achieve agreed performance, productivity targets and clinical quality indicators; assist the in the delivery of objectives across the designated specialities as well as participate in mutually agreed projects and service improvement initiatives.
We expect all staff to demonstrate the following standards within their job roles, and to be reviewed against them in their annual development reviews:
- To be friendly, helpful and welcoming
- To introduce ourselves by name and role, and explain what we do
- To listen and respond promptly to what patients really want or need
- To do what we have promised
- To offer to help – not wait to be asked
- To find someone who can help if we aren’t able to
- To deliver the best possible care / service at all times
- To provide an environment that is tidy and clean
Detailed job description and main responsibilities
- Provide hands-on operational support to designated areas of the Division, ensuring the delivery of KPIs and services in line with expected service standards in Urology and Surgery.
- Be accountable through the Deputy General Manager, Service Manager and Assistant Service Manager for the monitoring and delivery of key quality, productivity and performance targets by monitoring patient care and/or treatment progress using the Patient Tracking List in line with Trust and local policies
- Develop an understanding of the milestones of the allocated pathway for patients within a designated group.
- Manage cancer, elective and diagnostic pathways in designated area to ensure delivery of National and Local KPIs
- Identify from the Tracking List the next steps in the patient care pathway in line with clinical need
- Ensure patients access care in timely manner by securing clinical and diagnostic capacity.
- Engage with patients, GPs and other external stakeholders directly to achieve timely treatment and KPI
- Update on all enquiries regarding patients' care and/or treatment on a pathway from external Trusts and General Practitioners in a timely manner.
- Monitor patients on their pathway and proactively find resolutions to improve the speed of treatment by working directly with clinicians and managers.
- Manage basic rostering and clinic timetabling across the department of MSK. Liaise directly with clinicians regarding their activity, ensuring adequate medical staffing cover is in place to meet the clinical and operational needs of the service. Assist with the booking of additional medical staff as needed and maintain the relevant staffing spread sheets.
- Support ASM/SM with clinical leave management, effective clinic utilisation and capacity planning, identifying where there are inefficiencies or a lack of capacity and taking steps to address where productivity and access fall below targets
- Play a key role in ensuring effective systems of capturing high quality data and that all datasets are submitted to a high level of accuracy in line with required timescales.
- Promote excellent customer service and patient experience throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service.
- Provide hands-on operational support to designated areas of the Division, ensuring the delivery of KPIs and services in line with expected service standards.
- Monitor patients on their pathway and proactively find resolutions to improve the speed of treatment by working directly with clinicians and managers.
- Be accountable through the Deputy General Manager, Service Manager and Assistant Service Manager for the monitoring and delivery of key quality, productivity and performance targets by monitoring patient care and/or treatment progress using the Patient Tracking List in line with Trust and local policies
- Develop an understanding of the milestones of the allocated pathway for patients within a designated group.
- Manage cancer, elective and diagnostic pathways in designated area to ensure delivery of National and Local KPIs
- Identify from the Tracking List the next steps in the patient care pathway in line with clinical need
- Engage with patients, GPs and other external stakeholders directly to achieve timely treatment and KPI
- Update on all enquiries regarding patients' care and/or treatment on a pathway from external Trusts and General Practitioners in a timely manner.
Person specification
Experience
Essential
- Experience of managing patient pathways and the related national targets
- Experience in NHS or public sector environment/team desirable
- Experience of using of IT systems and patient data systems Experience of using of IT systems and patient data systems
Skills and Knowledge
Essential
- Knowledge of RTT and Cancer Waiting times standards and reporting methods
- Excellent computer skills/Microsoft Excel skills
- Understanding of main KPIs
- Ability to communicate effectively with people at all levels
- Ability to use own judgement to resolve problems
- Ability to plan, organise and accomplish a variety of concurrent assignments
- Ability to follow policies and procedures
- Manage and interpret data correctly to inform decision making
- Attention to detail combined with the ability to extract key messages from analysis
- Demonstrates a commitment to continuous self-development
Education and Qualifications
Essential
- NVQ Level 3 in Business Administration/Customer Care or acquired equivalent experience GCSE or equivalent
- Computer Literacy Course
- AMSPAR Medical Terminology
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Applying for this NHS job
This advert is for Operational Admin Support with Chelsea and Westminster Hospital NHS Foundation Trust in London, London, England. It is listed as a Band 5 Administrative and IT role. The advertised salary is £32,073 - £39,043 per annum plus HCAS. The contract type is 12 months (Fixed term). The application deadline is 06 Aug 2026.
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