Accountable To:Associate Director - Health and Wellbeing Service

Accountable To:Associate Director - Health and Wellbeing Service


Post:Centre Co-ordinator

Accountable to:Associate Director - Health and Wellbeing Service

Place of work: North London Hospice, Health and Wellbeing Centre

Winchmore Hill, N21

Hours of work: 37.5 hours per week, some flexibility and evening work required

Key Working Relationships:

Health and Wellbeing Multi-disciplinary Team

Community Services Administrator

HWS Volunteers

Facilities Manager

Centre Administrator at Finchley

Job Summary:

NLH Health and Wellbeing Service offers a multi-disciplinary service to patients and their families living with the effects of a potentially life limiting illness. The post holder will be responsible for the Front of House / Facilities /Volunteering functions as well as providing an administrative and secretarial service to the Associate Director for Health and Wellbeingand the Health and Wellbeing Services (HWS). They will ensure systems, processes and procedures are in place enabling the smooth day to day running of the Health and Wellbeing Centre.


The post holder will:

  • Be a key contact for the NLH Winchmore Hill site with day-to-day responsibility for the building and its services, including overseeing contractors, reporting issues back to the Associate Director and responding to any building/facilities issues which arise.
  • Work closely with the Facilities Managerthe post holder will be responsible for Health and Safety including fire, COSHH, maintenance of thepassenger transport vehicles, general equipment maintenance and water treatment regime at the Centre.
  • Work closely with the Infection Prevention Control Nurseto ensure the environment is clean and is a low risk area for the spread of infection.
  • Develop and manage the appointment booking system.
  • Provide the front line telephone service for the Health and Wellbeing Service and decide appropriate course of action for each call.
  • Be responsible for patient administration during their journey through the servicecompleting tasks such as filing, typing patient letters, ‘phoning patients to confirm appointments.
  • Work with the NLH patient database to produce patient lists as required and updating patient information after each contact.
  • Assist in data collection and data reporting.
  • Manage the transport diary, booking patient, equipment transfers and scheduling the volunteer driver rota.
  • Manage recruitment, induction, training and support for Drivers,Front of House, Administrative and Kitchen Volunteers to ensure adequate cover is in place and a quality service is provided. They will develop the use of Better Impact, the volunteer management software programme.
  • Be responsible for centre room bookings including preparation of clinic rooms, set up and set down for external bookings,education events and meetings, preparing tea trolleys and ensuring catering provision is in place.
  • Monitor the day-to-day performance of the security, catering and housekeeping contracts.
  • Work collaboratively with the Community Services Administratorsto create a seamless administrative service across all services in the building, following agreed protocol. This will include covering for each other in unpredicted absence as well planning cover during periods of anticipated absence.
  • Be responsible for managing the finances of the centre including procurement, petty cash, credit card reconciliation andraising purchase orders

Staff are expected to understand their responsibilities as outlined in the infection, prevention and control policy and related guidelines, comply with all stated systems and maintain their knowledge of infection prevention and control relative to their role.

This job description is not exhaustive. The Hospice reserves the right to add to, adjust or alter at any time in agreement with the post holder. This role is a new role and will be reviewed after six months.


The post holder will:

  • Have excellent telephone communication skills, tactfully taking calls from patients, carers and professionals in the community, managing their concerns effectively and sensitively.
  • Foster good working relationships and effectively communicate with members of the multi-disciplinary team, users of service and other healthcare professionals working externally.

Personal and People Development

The post holder will:

  • Be someone who is organised, flexible, friendly, intuitive and compassionate.
  • Actively participate in the hospice Personal DevelopmentReview process to identify their own learning needs, take necessary steps in order to reach personal/professional objectivesand maintain a record of their own learning.

Health, Safety and Security

The post holder will:

  • Identify risks as they arise, carry out risk assessments, referring on where necessary and taking immediate remedial action as required.
  • Ensure self and others adhere promptly to the incident reporting policy and complete appropriate form and action plans.
  • Recognise risk as covering all aspects of the Hospice including patient welfare and care, facilities and estates and finances.
  • Work in accordance with Hospice policies, procedures and guidelines.
  • Attend organisational mandatory training relevant to your role as required by your manager.
  • Staff are expected to understand their responsibilities as outlined in the infection, prevention and control policy and related guidelines, comply with all stated systems and maintain their knowledge of infection prevention and control relative to their role.

Quality and Service Improvement

The post holder will:

  • Collaborate with other members of the multi-disciplinary team in the delivery of high standards of effective healthcare within best-practice guidelines.
  • Act consistently within legislation, policies and procedures.
  • Use and maintain resources efficiently and effectively and encourage others to do so also.
  • Prioritise own workload, and organise and carry out own work in a manner that maintains and promotes quality.

Equality and Diversity

The post holder will:

  • Promote a culture which respects and values diversity, and support patients, visitors and staff in exercising their rights.
  • Recognise and report behaviour, which undermines equality and diversity in accordance with organisational policies and current legislation.

PERSON SPECIFICATION - Centre Co-ordinator

Essential / Desirable / Evidence
Qualification / An acceptable standard of written and spoken English.
O level/GCSE maths or equivalent
Recognised IT training / Recognised administrative qualification
Medical secretarial qualification
Advanced European Driving Licence
A recognised Health and Safety qualification / Application form and certificates
Experience / Proven experience of multi – tasking, general problem solving and providing administrative support to a range of services
Experience in leading on the introduction of manual and computerised systems / processes and overseeing full implementation of the change.
Experience in buildings/estates/facilities/health and safety management
Experience in providing a successful Reception service / Volunteer Management
Office Management
Experience gained within a Healthcare Environment / Interview and application form
Skills / Data management skills - setting up, inputting and extracting data
Experienced user of MS word, Excel,PowerPoint and Publisher.
Confident in dealing with and solving IT issues including supporting meetings, training courses and presentations
Ability to streamline processes and identify shortfalls to provide an efficient administrative service.
Ability to prioritise tasks and organise own time effectively
Ability to meet deadlines and work under pressure
Confident, professional and sensitive manner both face to face and over the telephone / Advanced IT skills / Interview and application form
Personal characteristics / Assertive
Self starter
Flexible / Interview
Other / Fitness to undertake all duties
Commitment to learning and development
Comfortable working in an environment providing a service to people at end of life / Interview

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JD/Centre Co-ordinator Jan 18