Programme Administrator

Job overview

Are you organised, compassionate, and enjoy helping people? Join our Here for Health – Waiting Well Programme as a Programme Administrator and play a key role in supporting patients across Oxfordshire.

You’ll provide friendly, high-quality administrative support, keeping clinics running smoothly, managing appointments, and helping patients access the care and community services they need. You’ll work closely with the Here for Health team, healthcare staff, GP practices, and external services to ensure a safe, efficient, and patient-focused service.

We’re looking for someone who is:

• Experienced in administration or customer service
• Excellent at communicating, including on the phone
• Organised, reliable, and able to manage multiple tasks
• Friendly, compassionate, and people-focused

Why join us?

• Make a real difference to people’s health and wellbeing
• Be part of a supportive, inclusive team
• Access professional development opportunities

Main duties of the job

• Book, manage, and coordinate Waiting Well appointments and clinics
• Act as a first point of contact for patient, GP, and staff enquiries, responding in a professional and timely manner
• Provide clear and accurate information to patients and colleagues
• Support the organisation and day-to-day running of Waiting Well clinics
• Maintain accurate and up-to-date patient records, always ensuring confidentiality
• Assist with tracking, monitoring, and evaluation of programme activity
• Work closely with the Here for Health team to support efficient service delivery
• Liaise with internal and external stakeholders to ensure smooth patient pathways
• Follow Trust policies, procedures, and information governance requirements

Detailed job description and main responsibilities

Communication

• Contact patients to arrange and manage Waiting Well appointments, including re-scheduling if needed. Help patients understand information clearly and overcome any barriers.
• Follow up with patients who do not attend appointments to find out the reason and offer support.
• Remind patients of upcoming appointments and check if they plan to attend or need to re-schedule.
• Respond to anxious or worried patients and relatives with patience, tact, and discretion.
• Deal with messages from clinicians, GPs, and other staff, keeping the Service Manager informed. Record communications accurately.
• Handle sensitive information, including patient records and staff development details, professionally and confidentially.
• Communicate complex or sensitive information clearly, both verbally and in writing. This may include programme procedures, key performance indicators, referrals, and evaluation data.
• Keep the Service Manager updated on progress and any challenges. Take appropriate action on complaints, seeking guidance when needed.

Planning & Organisation

• Arrange and manage appointments independently, ensuring the service runs smoothly.
• Re-schedule appointments or admissions if patients or the programme need to change them.
• Make the best use of clinic time and staff resources. Check patient lists and data for accuracy, contacting GPs when needed.
• Make onward referrals for patients and keep the team informed of any issues.
• File outcomes and correspondence correctly in patient records and maintain an accurate filing system.
• Organise and monitor staff rotas and clinic venues in collaboration with the health promotion practitioners and Service Manager.
• Maintain programme trackers and records to a high standard with support from the team.
• Monitor the programme’s generic email inbox and message pool, responding to queries promptly.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.