Senior Administration Officer

The Patient Access Team provides an outpatient appointment booking and information service to patients and healthcare professionals across Coventry and Warwickshire across the hours of 8am-6pm Monday to Friday and 8.30am- 2pm on Saturdays. 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 patients. Please be advised that this job advert will close as soon as sufficient applications have been received., 1. To assist with the implementation and maintain an efficient office management system/procedures to enable the Department to optimize their standards of service. 2. Deal with all telephone calls relating to the outpatient appointment system, ensuring all calls are dealt with in a polite, pleasant and professional manner. 3. 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. 4. Maintain high quality standards by ensuring that the data entered onto Trust systems is accurate, complete and up to date. Systems include EPR Revenue Cycle, E-Referrals, Powerchart and Openscape.

• Please be advised that interviews are due to take place on 20th December 2024., 2. 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.
3. Ensure that your work area and equipment and left in good working condition on a daily basis 4. 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. 5. 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.
• Working in an administrative role, UHCW NHS Trust, by virtue of its Green Plan, is committed to ensuring that the way we provide services minimises the impact on the environment and the future health of the public e.g. zero waste to landfill, reducing our carbon footprint and increasing our recycling and reuse percentages.
If you are successful at interview you will receive a conditional offer of employment and we'll ask you for information so that we can carry out pre-employment checks. You must successfully complete all pre-employment checks to progress to a final unconditional offer. We must confirm the identity of our staff and their right to work in the United Kingdom. We will ask you to submit proof of your identity and right to work documents via a secure digital platform approved by the Home Office, named TrustID. Alternatively, you may be asked to attend our office with original documents. Depending on you level of exposure with patients you may be required to undertake a Standard or Enhanced DBS. The cost of this check will be charged to you and will be deducted from your salary over the first 3 months of employment at the current rate. All correspondence will be sent by email; please check your account regularly including your Junk/SPAM folders


• Experience in a customer facing role
• Excellent communication skills, particularly over the telephone with people at all levels
• Excellent customer service
• Ability to stay calm under pressure
• Good team player who is also able to work on own initiative
• Professional approach
• Flexibility and commitment
You will need to be proficient in the use of standard Microsoft Office packages. In addition to this, experience in the use of patient administration systems would be advantageous.

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., To ensure that we provide world-class patient care, UHCW recruits people that can demonstrate the Trust's Values and Behaviours in their everyday life. Therefore, if you are invited to interview, you will be undertaking a Values Based Interview/Assessment, which explores not only what you do but how and why you do it.