Job summary
This role will be responsible for undertaking a wide range of administrative tasks as well as maintaining and improving processes to deliver effective quality and governance in Private Care
Main duties of the job
This role will be responsible for undertaking a wide range of administrative tasks as well as maintaining and improving processes to deliver effective quality and governance in Private Care. This is a senior administrative and compliance post pivotal to ensuring the Private Care Division meets its internal and external governance administration and reporting obligations. The postholder will coordinate regulatory data submissions (including PHIN), lead on complaints management administration, oversee audit and risk completion, and support the delivery of a high-quality assurance environment. This role is central to maintaining safe, patient-centered care aligned with CQC and NHS standards and will support the Managing Director and the Director of Clinical Services.
About us
At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS. In the 2023 NHS Staff Survey, we proudly:
- Scored above the national average for the People Promises: "We are recognised and rewarded," "We are always learning," "We work flexibly," "We are a team," and for staff engagement.
- Ranked #1 among all Trusts in North and Central London for all People Promises and themes.
- Ranked #1 among all Acute Specialist Trusts for "We work flexibly."
At RNOH, we're committed to being actively anti-discriminatory and actively inclusive. We recognise our brilliant people do brilliant work, and we offer rewarding careers, no matter what their background. We continue to strive to break down barriers to be the Trust where people come together because what they do matters, makes a difference and where they can thrive.
Joining our organisation means enjoying a wide range of staff benefits, including:
- 24/7 access to wellbeing support through our Employee Assistance Programme.
- A Rewards & Recognition platform, offering opportunities to thank colleagues, send gifts, and access exclusive discounts.
- A dedicated Staff Wellbeing Hub, providing a space to relax and recharge away from the work environment.
- Salary sacrifice schemes for transport (season ticket loans, car and bike), electrical goods, and childcare
At RNOH, we are more than a workplace--we are committed to patients, to excellence and the wellbeing of our staff.
Job description
Job responsibilities
Administrative & Business SupportTo provide comprehensive and experienced business administrative and project support to the Managing Director and the Director of Clinical ServicesTo be the central point of coordination for key and relevant internal and external meetings and committees, including relating Integrated Governance and Risk Committee, Health & Safety meeting, Emergency Planning Resilience Response meeting, Nursing Recruitment & Retention meeting.Liaise with staff across the Trust ensuring timely collation and submission of papers for meetings.Take accurate minutes of meetings, and ensure that actions are followed up with the appropriate leads within the agreed timescale.Governance & Compliance CoordinationMaintain Private Care governance and assurance framework aligned with Trust and national guidance (e.g. PHIN).Ensure governance policies, SOPs and registers are regularly reviewed, version-controlled and accessible.Support preparation of governance-related board reports, performance dashboards and regulatory submissions.Coordinate the collection and distribution of PROMS forms and friends and family test (FFT) returns.Serve as the administrator for governance and reporting.Complaints Handling & InvestigationsAct as central coordinator for all formal and informal complaints and PALS enquiries across Private Care.Lead the logging, triage, and investigation coordination of complaints ensuring compliance with Trust response deadlines and national frameworks.Liaise with complainants, clinicians and administrative teams to ensure investigations and responses are completed.Extract learning themes and track implementation of action plans resulting from complaints and investigations.Maintain accurate complaints register; support alignment with divisional risk management processes.Facilitate the management of incidents and ensuring incidents are reviewed and closed promptly and learning/actions shared as directed by the director of Clinical Services.PHIN Data ManagementLead the end-to-end PHIN (Private Healthcare Information Network) data submission process.Work with digital and clinical teams to extract validated datasets (e.g., from EPIC or internal databases).Conduct internal data checks to ensure completeness and accuracy.Respond to queries or audits from PHIN in collaboration with clinical and governance leads.Audit & Quality AssuranceCoordinate internal and external audit administration (clinical, operational, data protection) across Private Care.Support quality improvement initiatives through structured data analysis and stakeholder engagement.Administrative & Strategic SupportProvide high-level administrative support to the Director of clinical services; including governance report preparation.
Job description
Job responsibilities
Administrative & Business SupportTo provide comprehensive and experienced business administrative and project support to the Managing Director and the Director of Clinical ServicesTo be the central point of coordination for key and relevant internal and external meetings and committees, including relating Integrated Governance and Risk Committee, Health & Safety meeting, Emergency Planning Resilience Response meeting, Nursing Recruitment & Retention meeting.Liaise with staff across the Trust ensuring timely collation and submission of papers for meetings.Take accurate minutes of meetings, and ensure that actions are followed up with the appropriate leads within the agreed timescale.Governance & Compliance CoordinationMaintain Private Care governance and assurance framework aligned with Trust and national guidance (e.g. PHIN).Ensure governance policies, SOPs and registers are regularly reviewed, version-controlled and accessible.Support preparation of governance-related board reports, performance dashboards and regulatory submissions.Coordinate the collection and distribution of PROMS forms and friends and family test (FFT) returns.Serve as the administrator for governance and reporting.Complaints Handling & InvestigationsAct as central coordinator for all formal and informal complaints and PALS enquiries across Private Care.Lead the logging, triage, and investigation coordination of complaints ensuring compliance with Trust response deadlines and national frameworks.Liaise with complainants, clinicians and administrative teams to ensure investigations and responses are completed.Extract learning themes and track implementation of action plans resulting from complaints and investigations.Maintain accurate complaints register; support alignment with divisional risk management processes.Facilitate the management of incidents and ensuring incidents are reviewed and closed promptly and learning/actions shared as directed by the director of Clinical Services.PHIN Data ManagementLead the end-to-end PHIN (Private Healthcare Information Network) data submission process.Work with digital and clinical teams to extract validated datasets (e.g., from EPIC or internal databases).Conduct internal data checks to ensure completeness and accuracy.Respond to queries or audits from PHIN in collaboration with clinical and governance leads.Audit & Quality AssuranceCoordinate internal and external audit administration (clinical, operational, data protection) across Private Care.Support quality improvement initiatives through structured data analysis and stakeholder engagement.Administrative & Strategic SupportProvide high-level administrative support to the Director of clinical services; including governance report preparation.
Person Specification
Qualifications
Essential
- Business or administration relevant degree or demonstrable equivalent experience gained through work-based practice and development
Desirable
- Governance, audit or risk-related certification
Communication & Relationship Skills
Essential
- Good interpersonal skills with the ability to build relationships at all levels of the organisation
- Ability to work to tight deadlines and manage a complex workload, ensuring accuracy of output
- Ability to anticipate the requirements of The Divisional Leadership Team and to work proactively using initiative
- Ability to make decisions that align with the strategic direction of the Division
Planning & Organisational Skills
Essential
- Enthusiastic, adaptive and flexible approach
- A focus on delivering excellent customer service
- Proactive, "can do" attitude
- Ability to prioritise tasks and deal with competing tasks simultaneously
- Confident and motivated self-starter, able to work autonomously or as part of a team
- Demonstrates discretion, emotional intelligence and compassion
IT skills
Essential
- Proficient and competent user of MS Office
Responsibility for Equality, Diversity and Inclusion
Essential
- Demonstrable commitment to anti-discriminatory and inclusive behaviours and practices
Knowledge, Training & Experience
Essential
- Proven experience in governance, quality or audit management Complaints and incident coordination Regulatory reporting (e.g. PHIN or NHS datasets) Committee administration and reporting
- Working knowledge of CQC, PHIN and NHS England compliance standards
- Strong data handling and interpretation skills
- Excellent written, interpersonal and stakeholder engagement skills
- Knowledge of complaints frameworks and root cause analysis
Desirable
- Knowledge and previous experience of working in a private healthcare environment
Person Specification
Qualifications
Essential
- Business or administration relevant degree or demonstrable equivalent experience gained through work-based practice and development
Desirable
- Governance, audit or risk-related certification
Communication & Relationship Skills
Essential
- Good interpersonal skills with the ability to build relationships at all levels of the organisation
- Ability to work to tight deadlines and manage a complex workload, ensuring accuracy of output
- Ability to anticipate the requirements of The Divisional Leadership Team and to work proactively using initiative
- Ability to make decisions that align with the strategic direction of the Division
Planning & Organisational Skills
Essential
- Enthusiastic, adaptive and flexible approach
- A focus on delivering excellent customer service
- Proactive, "can do" attitude
- Ability to prioritise tasks and deal with competing tasks simultaneously
- Confident and motivated self-starter, able to work autonomously or as part of a team
- Demonstrates discretion, emotional intelligence and compassion
IT skills
Essential
- Proficient and competent user of MS Office
Responsibility for Equality, Diversity and Inclusion
Essential
- Demonstrable commitment to anti-discriminatory and inclusive behaviours and practices
Knowledge, Training & Experience
Essential
- Proven experience in governance, quality or audit management Complaints and incident coordination Regulatory reporting (e.g. PHIN or NHS datasets) Committee administration and reporting
- Working knowledge of CQC, PHIN and NHS England compliance standards
- Strong data handling and interpretation skills
- Excellent written, interpersonal and stakeholder engagement skills
- Knowledge of complaints frameworks and root cause analysis
Desirable
- Knowledge and previous experience of working in a private healthcare environment
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
