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Administrator (REF1436)

Role Summary

Working within the Occupational Health administration team to provide systems support to the service in line with contract KPIs. To deliver and maintain the highest standards of administration in line with Optima Health’s standards and values.

Maintain accurate recording and auditing, be the main contact for support for the occupational health team.

Main Duties and Responsibilities

Service Delivery

  • Maintain accurate recording and auditing, be the main contact for support for the occupational health team.
  • Effectively manage clinic scheduling - review clinic availability regularly and notify the team of gaps to ensure clients can be booked in and contract KPIs are met
  • Successfully reallocate clinics as required i.e. due to sickness absence / A/L to ensure minimal cancellations
  • Act as system administrator and first/main point of contact for system related issues from the team and customers and give appropriate advice and signposting
  • Oversee admin reminders to ensure they are being actioned in a timely manner
  • Effectively audit, correct and communicate with regards to recording in cohort to ensure reporting is accurate to the main stakeholders i.e. Appointment reasons, appointments attended, cases closed, outcomes and ICD 10 code recorded
  • Deal with online portal queries efficiently within set timeframes
  • Liaise with Physicians and clinical team manager with regards to clinician’s annual leave and update cohort appropriately
  • Manage customer enquiries (by telephone, email and post) ensuring queries are answered professionally in line with the customer charter
  • Manage complaints in line with Optima Health’s complaint handling process


  • Ensure timely management of processes and procedure to ensure the service is delivered to contract specifications
  • Refer to individual customer information sheets for KPI
  • Manage all customer activity within agreed KPI


  • Have regular interactions with key client contacts in terms of managing clinic room bookings to ensure all clinic space is available when required and clients are notified if clinic space is not required
  • Effectively raise PR request for GP/Specialist reports in a timely manner
  • Accurately maintain a PO spreadsheet to record all purchases for budget purposes
  • Liaise with head office for the booking of “network doctors” to ensure appointments are made within the timeframes laid out in contract KPIs, reports are received and sent out to clients
  • Ensure counselling and physiotherapy referral process is adhered to
  • Act as first point of contact for admin complaints and maintain a complaints log and escalate outstanding issues to the Service Delivery Manager
  • Undergo relevant training and development programmes
  • Actively contribute to team meetings
  • Identify service and productivity improvements

Experience, skills and knowledge required for the role

  • Good written and verbal communication skills
  • Good attention to detail
  • Able to meet targets and deadlines
  • Able to work under pressure and against challenging timescales
  • Solutions focussed
  • Good IT / PC skills including Microsoft packages

Health, Safety & Environment Responsibilities

  • Take reasonable care of your own and others health and safety
  • Co-operate with your employer, making sure you attend required training and you understand and comply with the company's health, safety and environmental policies
  • Not to interfere with or misuse workplace facilities or equipment
  • Report any accidents, incidents or near misses through the appropriate channels in addition to any hazards or defects observed in the workplace
  • Improve energy efficiencies at our sites, reduce or reuse materials where appropriate, and recycle where possible
  • Report all non-conformances


Information Security Responsibilities

  • Ensure you comply with all aspects of our Information Security Management system
  • Ensure you read and understand our Information Security policies (eg Data Protection)
  • Ensure full compliance with the confidentiality statement issued to you upon employment, this includes being wary of the different types of processing that can be carried out on information including informal communications outside of the office.

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