Job Title
Hospital at Home Administrator
Overview
The Hospital at Home (HaH) Administrator provides high‑quality administrative coordination for the Hospital at Home Service within the London Borough of Hillingdon. The service operates 08:00‑20:00, seven days a week, delivering acute‑level nursing care to frail older adults in their own homes as an alternative to hospital admission. The role is a 0.6 WTE (22.5 hours per week) Band 3 post, working Monday to Friday within core hours.
Responsibilities
Referral Management and Virtual Ward Patient List
The postholder monitors the shared HaH referral inbox throughout core hours, triaging and actioning all incoming correspondence. Referrals are verified for mandatory information—including NHS number, clinical summary, and patient consent—before uploading onto Systm1 using the designated template. Incomplete referrals are returned to the referrer with a professional request for missing information. The postholder maintains an accurate virtual ward patient list on Systm1 at all times, reflecting the live census of patients. Daily virtual ward census reports to the clinical team, confirming expected discharges and maintaining a discharge log against the 14‑day maximum.
Communication and Call Handling
The postholder is the first point of administrative telephone contact during core hours, handling calls from referrers, patients, carers, GP practices, and partner organisations professionally and with empathy. All patient‑related calls are documented on Systm1. Clinical concerns, safeguarding issues, or complaints are escalated immediately to the on‑shift Band 7 without delay. Voicemails and missed calls are cleared and actioned before close of business each day.
Rota, Diary, and Scheduling Coordination
Supports staff rota administration on HealthRoster, recording annual leave, sickness, and shift changes. Each morning, staff availability is cross‑checked against approved off‑duty and clinical diaries are updated to reflect staff on shift, their assigned roles, and allocated patient caseloads. A rolling three‑day forward plan is maintained.
Performance Data and KPI Reporting
Maintains the HaH Performance Tracker with accurate daily data entry and assists with reporting against core virtual ward KPIs.
End‑of‑Day Handover and Operational Reporting
Compiles and circulates the Daily Administrative Handover Log before close of business each day (by 16:30). The handover log covers referrals received and actioned, outstanding items, current virtual ward census, expected discharges, staffing summary, system issues, and escalations.
Remote Monitoring and Equipment Administration
Coordinates remote monitoring equipment allocation, logs device assignment on the HaH asset register and processes returns on patient discharge. Equipment faults are reported to the Band 7 and escalated to the CNWL IT Helpdesk within 24 hours. The BCAS equipment register is maintained and annual calibration checks are coordinated.
General Administration and Governance Support
Organises and minutes governance meetings, clinical supervision sessions, and MDT meetings, distributing approved minutes within three working days and storing them on SharePoint. Acts as Subject Access Request (SAR) Coordinator, processes data requests in accordance with GDPR and Trust policy, and logs complaints, compliments, and incidents on Datix. Provides administrative typing support to clinicians as required.
Information Governance
All patient and staff data is handled in strict accordance with CNWL Information Governance Policy, GDPR, the NHS Confidentiality Code of Practice, the Data Security and Protection Toolkit, and the Caldicott Principles. Systm1 entries are accurate, complete, and compliant with the CNWL Records Retention Policy. Data breaches or IG incidents are reported immediately and logged on Datix.
General Responsibilities
Participates in annual appraisal, maintains an up‑to‑date personal development plan, and completes all mandatory and statutory training within required timescales. Complies with all CNWL HR, Health and Safety, and Information Governance policies and upholds CNWL SCARF values—Safe, Compassionate, Accountable, Reflective, and Fair—in all aspects of the work.
Qualifications
Excellent organisational and IT skills; experience of NHS administrative systems; and a commitment to CNWL’s SCARF values: Safe, Compassionate, Accountable, Reflective, and Fair. Disability confident.
Disability Confidence
Disability confident employers will generally offer an interview to any applicant who declares they have a disability and meets the minimum criteria for the job as defined by the employer.
Benefits
- Agenda for Change pay
- Generous NHS pension scheme
- Minimum 27 days annual leave plus bank holidays (rising with length of service)
- Flexible working opportunities and support for work‑life balance
- Access to the CNWL Staff Health and Wellbeing programme, including free staff counselling, physiotherapy, and occupational health services
- Cycle to Work scheme and season ticket loan
- Access to NHS discounts, including Blue Light Card
- Comprehensive induction programme and role‑specific training
- Support for continuing professional development and career progression within CNWL and the wider NHS
- Regular supervision, appraisal, and a personal development plan
- Supportive, values‑driven team committed to making a difference for the people of Hillingdon
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