Job summary
- Main area
- Patient Access
- Grade
- NHS AfC: Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (08:00-16:00 and 10:00-18:00 Shifts)
- Job ref
- 218-AC-B3-8414242-A
- Employer
- University Hospitals Coventry and Warwickshire NHS Trust
- Employer type
- NHS
- Site
- University Hospitals Coventry and Warwickshire
- Town
- Coventry
- Salary
- £25,760 - £27,476 per annum
- Salary period
- Yearly
- Closing
- 18/11/2026 23:59
Employer heading
Senior Administration Officer
NHS AfC: Band 3
Job overview
The post holder will be joining our Performance & Informatics (P&I) department, who are well respected and the largest of our corporate services. The P&I portfolio encompasses Business Intelligence & Informatics, Information Systems Development, Clinical Coding, Data Quality, Patient Access and Cancer Services.
P&I work cross functionally to support the Trusts operational delivery of both national and internal targets which ensures the highest standards of patient care are delivered. A robust Performance Management Framework is embedded across UHCW that tracks and evaluates progress and supports both operational and clinical governance frameworks.
New opportunities at a national level are being developed by P&I in areas of health inequality, waiting list management and system working. Most notably working innovatively to develop the ‘Health Equity and the Right to Treatment’ (HEARTT) tool which culminated in being awarded the ‘Innovation and Improvement in Reducing Healthcare Inequalities Award’ at the prestigious Health Service Journal Awards in 2022.
Please note that this post is not eligible for sponsorship.
Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.
Main duties of the job
As a Senior Administration Officer, you will enjoy working directly with patients to resolve their queries and recognise the importance of first-class communication skills to achieve patient satisfaction. The primary objective is to provide.
- Excellent customer service
- Effective and timely resolution of queries received.
- To support the Trust in providing quality care to its patient
Working for our organisation
University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.
We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.
Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.
We are proud to be recognised as a Pathway to Excellence® designated organisation – please click the link for further details about this prestigious award. Pathway To Excellence ® - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)
By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.
The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.
Detailed job description and main responsibilities
- To assist with the implementation and maintain an efficient office management system/procedures to enable the Department to optimize their standards of service.
- Deal with all telephone calls relating to the outpatient appointment system, ensuring all calls are dealt with in a polite, pleasant, and professional manner.
- Book new and follow-up appointments according to the Patient Access policy ensuring that all appointments are made using Direct and Partial booking systems and within waiting time targets.
- Maintain high quality standards by ensuring that the data entered onto Trust systems is accurate, complete, and up to date. Systems include Revenue Cycle, E-Referrals, PowerChart and Openscape.
- Obtain confidential information from patients or their relatives and record this on the hospital’s computerised system.
- Supporting team members within department which will require undertaking appropriate training to provide cross-cover on a reciprocal basis in the absence of colleagues and providing day to day supervision where required
- Ensure that your work area and equipment and left in good working condition on a daily basis.
- Ensure that all Trust wide standards are maintained and monitored to improve the quality and total care to all who come in contact with services provided by University Hospitals Coventry & Warwickshire NHS Trust.
- Comply with the principles of risk management including health and safety legislation, promoting high standards and acting immediately on hazards or unsafe practices in conjunction with other staff.
For further details please see the attached job description.
Person specification
Qualifications
Essential criteria
- • NVQ3 in Administration or equivalent or • working towards. • Basic numeracy or literacy qualifications
Experience
Essential criteria
- • Working in a senior administrative role • Experience in dealing with complex telephone calls. • Experience of listening and questioning with an ability to manage challenging situations. • Good keyboard skills • Takes ownership of customer queries and complaints. • Ability to communicate appropriately and effectively with clarity both verbally and in writing.
Desirable criteria
- • NHS or Public Sector Experience.
Knowledge
Essential criteria
- • Working knowledge of Microsoft Office packages i.e. Outlook, Word, Excel. Good communication • Good understanding of general office working procedures
Desirable criteria
- • Awareness of current issues within the NHS. • Knowledge of patient management systems.
skills
Essential criteria
- • Good organisational skills. • Sound decision making skills. • Able to present information to others. • Excellent level of verbal and written communication. • Able to use judgement and initiative to provide information and support. • Able to apply tact and sensitivity to establish trust and confidence. • Empathetic approach to managing and resolving enquiries. • Attention to detail. • Able to work efficiently but accurately. • Able to work as part of a team. • Able to prioritise workload. • Able to handle multiple tasks successfully. • Able to remain calm under pressure.
Desirable criteria
- • Willingness to work in a very busy environment. • Looking for development opportunities.
Trust Values and Behaviours
Essential criteria
- • Evidence of demonstrating the Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect) and the associated Values in Action behaviours in the workplace. For posts with managerial responsibility only • Evidence of promoting equality, diversity and inclusion, and ensuring fair and equitable practices throughout your work experience. Evidence of promoting a culture which helps individuals live behaviours aligned to our Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect)
Employer certification / accreditation badges
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Sheney Rounce
- Job title
- Admin Manager
- Email address
- [email protected]
- Telephone number
- 02476968964
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