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Services Administrator

This is an exciting and interesting role for the right person who wants to join our dynamic team and to make a difference to the lives of people living with these painful long-term conditions. This role is for a 1 yr fixed contract – subject to review

Job title: Services Administrator
Rate of Pay: £18-21,000k pa – 3 days per week (pro rata £10,800 – £12,600 pa)
Hours:21 hours per week flexible working hours to accommodate work requirements (Potential to increase)
Location:4 The Switchback Office Park, Gardner Road, Maidenhead, Berks SL6 7RJ, role comes with flexible home working policy
Reporting to: Director of Services
Responsible for:No line management responsibilities
Closing date:Friday 16 April
Job Summary

NRAS is a highly respected and forward-thinking patient organisation in the field of rheumatology. NRAS specialises in providing information, education, support and advocacy on behalf of all those living with rheumatoid arthritis and juvenile idiopathic arthritis, their families, carers and the health professionals who look after them. In recent years, more of our services are being delivered in digital format and the ways in which we are collecting, evaluating, analysing and reporting a wide variety of data are increasing such that we now have a need for a dedicated member of staff to take on the role of data optimisation and measuring the impact of our services via data gathering and analysis.

This is an exciting and interesting role for the right person who wants to join our dynamic team and to make a difference to the lives of people living with these painful long-term conditions. The job requires that all data capture systems (both digital and paper based) are efficiently and accurately managed and databases updated. Where we are currently still collecting data manually, to work with our Data Manager who is responsible for our Salesforce (SF) CRM, to get this converted to digital data gathering with integration to SF where possible. To liaise with patients who are referred to an NRAS service and referring organisations (rheumatology services across the UK, primary care GPs) in order to maximise engagement with NRAS service interventions. To run regular performance reports outlining programme/service logistics, activity, and outcomes.

This role is not just about handling and processing data. We want someone who will be thinking about the data, the role, the purpose of the service, the impact we’re making, the lives we are changing and will be capable of becoming an important member of the team who understands how their contribution delivers on our vision and mission.

The successful applicant will have excellent attention to detail; the ability to review and recommend potential improvements to systems and processes where appropriate and possible. The aim of the role is to drive efficiencies leading to improve the experience of our service users. The successful applicant will have excellent proven communication skills in a customer facing role and ideally in a health background working with NHS referrers and patients. 

Day to day the job will involve:

  • Gathering and storing all referral data, ensuring that there are no gaps in the referral data
  • Distributing and gathering evaluation forms and recording findings on NRAS data system
  • Enhancing NRAS data collection processes and systems
  • Producing regular activity, performance and outcome reports
  • To communicate with patients to arrange service interventions
  • To nudge both referrers and participants to complete interventions and outcome monitoring
  • To book assessments or referrals with staff relating to specific services

NRAS has increased its range of services leading to the need for digitising and automating data collection as well as developing online referral routes. This process enables us to capture activity, understand which NHS services we are engaging with and provide new opportunities to capture patient outcome data which is essential facilitate impact measurement of our services.

As mentioned, we have now reached a level of activity whereby we need a dedicated administrator to be responsible for and oversee all systems and processes relating to activity and performance data associated with the following services:

  • Right start
  • Living with RA
  • Online E learning programmes (SMILE- Self Management Individualised Learning Environment)
  • Online group self-management programmes
Main Duties and Responsibilities
  • To be the point of contact for all service referrals into NRAS
  • To ensure all referrals are recorded on appropriate data capture systems (Currently Salesforce, Microsoft Excel, survey software)
  • To work with NRAS Database Manager to ensure that data collected from the above services can be integrated with Salesforce.  Ensuring accuracy of data to maximise data integrity will be a key part of the role.
  • To liaise with referrers (health professionals), supporting them with the referral process to ensure that we keep things as simple as possible to maximise referral numbers. This will involve developing good relationships with rheumatology health professionals in units across the UK. It will also include distributing publications, links to websites and other initiatives as developed. A further function of the role will be to liaise with NRAS beneficiaries seeking advice and information in relation to referral or evaluation processes.
  • Collecting outcome data is a vital part of gathering evidence of the effectiveness of our services in meeting the needs of our beneficiaries.
  • To produce regular reports demonstrating service level activity and outcomes. Reports will also be sent to referring NHS sites.
  • To work with team to market services to new NHS sites increasing the range of operations. This will include co-developing marketing material with our Marketing Team drawing on referral and outcome data.
  • Capturing case studies and video feedback which will be hosted on the referral website will be important to add to marketing collateral.
  • Produce a simple monthly e-news bulletin containing activity data, this will be distributed to all partners.
  • Develop and distribute new evaluation forms as identified by team members. This may be to capture new information or complete a short evaluation piece of work. The role requires creative thinking and proactive contribution to advancing the development of our existing services and the development of new ones.
  • To participate in NRAS team training and contribute to team activities.
  • To attend regular team meetings and individual catch-ups.
  • To undertake any other duties as requested by a manager consistent with the role.
  • To maintain confidentiality at all times and ensure respect for all other members of staff.
  • To communicate effectively with all NRAS staff and volunteers.
  • To ensure that all data handling is done in line with NRAS governance, policies and the requirements of GDPR.
Position in Organisation

The post holder will report to the Director of Services.

The post holder will work closely with:

  • Director of Services
  • National Patient Champion
  • Support Services Manager

The post holder may also work with:

  • CEO
  • Policy and Communications Manager
  • Social media team
  • Marketing Team
Qualifications and Skills
QualificationsA level or equivalent Degree
ExperienceKnowledge of database systems
Managing data performance projects
Data analysis
Report production   
Database management
Knowledge and skillsExcellent written communication skills
Excellent verbal communication
Proficient use of databases
Proficient use of Microsoft Office package   
Use of Salesforce database
Understanding of mass email marketing tools
Ability to build detailed surveys within a secure framework
Understanding of co-production
Personal circumstances and attributesAbility to build and maintain positive relationships with volunteers, NRAS beneficiaries and health professionals and be a motivational influence
Ability to work under pressure and to deadlines
Ability to prioritise and manage multiple projects
Highly motivated and committed
Great attention to detail
Team player
Positive outlook and approach, can-do attitude
Ability to work to targets driving the development of project and service
Commitment to patient engagement
Representing NRAS

Represent NRAS to external stakeholders promoting it as a respected, trusted and ambitious charity resulting in good working relationships.

NRAS expects all employees to respect the unique contribution of every individual and operates an equal opportunity and diversity policy.

All employees must work responsibly within the health and safety policy of the organisation and ensure they are observing this at all times.

NRAS in 2020

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