Administrator – Full Time


An opportunity to join the Sentinel Team in a full time role, 37.5 hours per week.

The Role

Base and Service :  Main base is at Plymouth Science Park, however there may be a need to work at other sites within the local health locality.

Post Hours: 37.50 hour per week

Pay Rate: £9.50 per hour

Reports to (Line Manager): Administration Team Leader

Accountable to(Professionally/managerially): Operations Manager

Dimensions and Context of Role: To provide comprehensive administrative support to NHS clinical service areas.

Key Tasks/Responsibilities

Key Tasks and Responsibilities of the Post

  • Use the e-Referrals system (eRS) and the Electronic Patient Record system (EMIS) to access
    inbound referrals and associated clinical documents booked in the Sentinel Healthcare NHS
    clinical services.
  • Liaise with local Referral Management Centres, GP surgeries and other external organisations
    as necessary.
  • Manage internal referrals appropriately.
  • Using own judgement bring any GP referrals which may be inappropriate to the Clinician(s)
  • Ensure that inbound referrals are appropriately actioned i.e. accepted or rejected.
  • Assist in co-ordinating the utilisation of booking slots across service areas, ensuring that
    capacity is fully utilised. Any under-utilisation to be reported promptly to the Operations
    Manager, so that appropriate action can be taken in advance.
  • Re-book and cancel appointments through EMIS and ERS.
  • Any cancellations are to be undertaken following the set criteria for the service. Attention
    should be given to waiting time. Patients must be rebooked within specified time scales. Any
    problems meeting this criteria, including late cancellations, should be highlighted immediately
    to the Operations Manager.
  • Ensure that relevant reminders (either by SMS or letter, where appropriate) have been sent to
    patients informing them of appointments.
  • Ensure investigation requests are processed appropriately and results shown to the referring
  • Assist in completing clinical outcomes and that relevant clinical coding and RTT codes are
    correctly recorded and entered in EMIS.
  • Action CNA (Cannot attend appointment,) DNA (Did not attend for appointment) as per agreed
  • Assist in using the Electronic Patient Record system (EMIS) to ensure that clinical reports and
    templates are re-produced and sent to GP’s (and patients if required) following consultations.
  • Open and prioritise correspondence, ensuring urgent correspondence receives prompt
  • Scan reports and other correspondence into EMIS in a timely manner.
  • Work closely with service area colleagues/clinicians to ensure good communication and that
    EMIS tasks are appropriately allocated and completed in a timely manner.
  • Adherence to Sentinel ‘Referral to Treatment Rulebook’, ‘Referral to Treatment Access’ Policy
    and to National Referral to Treat (RTT) waiting times rules and assist in making sure those
    targets are met.
    DMS –Apr/22 3
  • Assist in ensuring that Inter-Provider Transfer Forms (IPT) are completed and sent, as soon as
    the clinician requests onward referral to Secondary Care, in line with Waiting List Policy (48
    working hours).
  • Ensure that generic service email accounts are monitored daily and appropriate action
    taken in a timely manner.
  • Liaise with GP(s) or their team(s) when removing patients from the waiting lists as per
  • Have a sympathetic and caring manner when dealing with patients, ensuring all queries are
    handled efficiently and effectively
  • Deal with telephone queries from both internal and external agencies in a professional manner
    in accordance with GDPR and statutory policies and procedures.
  • To deal with all enquiries and complaints promptly and sympathetically and inform Senior
    Management of any problems immediately.
  • Record accurate patient messages and complete information using the EMIS system in a timely
  • Request patient case notes (where requested by clinicians) ensuring that relevant clinical
    documentation (e.g. referral letter, x-rays, other diagnostic results and other supporting
    information) is available to the clinical teams in EMIS.
  • Maintain patient case notes and other documentation in good order and arrange return
    appropriately and in a timely manner.
  • Assist in arranging and attending MDT meetings (if necessary) and ensure that patient notes,
    investigations and radiology images are available.
  • Work flexibly and collaboratively with colleagues and help to develop a positive team spirit.
  • Be prepared to work at various locations to provide appropriate administrative support to
    clinical teams during clinics.
  • Attend and contribute positively and creatively to Administration Meetings.
  • Demonstrate a positive, can do attitude in the workplace.
  • Ensure that resources are used efficiently and help to identify cost savings.
  • Attend and represent Sentinel at external meetings as required, e.g. EMIS Regional User
    Groups, DRSS Provider meetings, eRS User group meetings.
  • Maintain an efficient filing system for all administration work within the shared G drive folder.
  • Responsible for covering colleagues during periods of annual leave and sickness.
  • Will work without direct supervision but with access to the Operations Manager.
  • Adhere to Patient Confidentiality and GDPR at all times.

Expected Standards of Behaviour:

Sentinel Healthcare expects that all employees will conduct themselves in a professional manner when interacting with others or when managing colleagues. You will be expected to consider your own behaviour and the impact that this can have on others. Sentinel recognises that personalities,
characters and management styles may differ but, notwithstanding these differences, as a minimum standard all staff are expected to:

  • Work co-operatively with others in order to achieve objectives
  • Manage performance in an appropriate and fair manner
  • Give and receive constructive feedback as part of normal day-to-day work. Such feedback should be evidence-based and delivered in an appropriate manner
  • Consider other people’s perspectives in order to help reach agreement
  • Establish good working relationships.
    Training and Development
  • Assist with the induction of new staff, both administrative and clinical with regard to Departmental Policies, procedures and IT Systems.
  • To attend regular 1-1 meetings with Line Manager.
  • The post-holder will be required to attend training courses, including mandatory courses, which will be identified as part of his/her PDP.
  • To contribute positively to team meetings, bringing relevant issues to the meeting, assisting with the development of the service and assisting with projects identified by the teams.

Health and Safety at Work and Infection Control

You are reminded that in accordance with the Health and Safety at Work Act 1974 you have a duty to take reasonable care to avoid injury to yourself and to others by your work activities.
You will be notified where your post carries a requirement for immunisation. Refusal to unreasonably accept or complete a course of immunisation may lead to disciplinary action including dismissal.
Sentinel is determined to eradicate healthcare-acquired infections and puts a great deal of emphasis on the responsibility of all staff to ensure their own personal and others compliance with Infection Control (including hand washing) policies.

Risk Management

In Accordance with the Risk Management Policy, employees will participate, whenever required,
with the risk management process. They will support line managers by attending mandatory and
statutory training, completing incident/accident forms for every adverse event or near miss that
occurs, report all defects and complaints, and communicate any dangerous situation to individuals
potentially at risk.

Safeguarding Children

All employees have a duty for safeguarding and promoting the welfare of children and are
required to act in such a way that at all times safeguards the health and wellbeing of children.
Familiarisation with and adherence to national and local Safeguarding policies is an essential
requirement of all employees as is participation in related mandatory/statutory training.

Safeguarding Adults

All employees have a duty for safeguarding and promoting the welfare of vulnerable adults and
are required to act in such a way that at all times safeguards the health and wellbeing.
Familiarisation with and adherence to national and local Safeguarding policies is an essential requirement of all employees as is participation in related mandatory/statutory training.

Person Specification

Qualifications, Knowledge and Experience

  • Good general education
  • Working knowledge of Microsoft Office packages.
  • Understand GDPR and the need for confidentiality.
  • Previous recent experience of working in a similar healthcare environment.
  • Experience of using a healthcare electronic patient database system
  • Knowledge of EMIS or similar electronic patient record
  • Experience of using the E-Referral System (ERS)
  • Knowledge of medical terminology.
  • NVQ Level 2/3 BusinessAdministration (or similar)

Skills and Experience

  • Excellent communication skills
  • Polite and professional telephone manner
  • Ability to prioritise workload and achieve targets within given deadlines.
  • Ability to work flexibly as part of a team.
  • Interested in developing and improving organisational procedures and protocols
  • Experience of organisational /service re-design.
  • Knowledge and experience of  developing and implementing
    new processes and systems within an organisation.

Personal Qualities

  • A positive outlook, with a can-do attitude.
  • Demonstrate a willingness to help support colleagues and clinical staff
    during times of high workload
  • Ability to adapt and problem solve under pressure whilst achieving targets
  • Willingness to work under direction but also a self-starter
  • Demonstrate a commitment to achieving high quality standards of work
  • Flexible to the needs of the service, energetic and determined.
  • Accurate/Methodical in all aspects of work
  • Courteous and polite manner
  • Open to change
  • Experience of positively managing change.
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