Administration Assistant

University College London Hospitals NHS Foundation Trust; Greater London; On-site; GBP 30,000 - 33,000; Full time

Job summary

A major healthcare institution is seeking an Administration Assistant to join its administrative team. The successful candidate will manage patient pathways, maintain communication with staff and patients, and perform various administrative tasks. Strong interpersonal and organizational skills are essential, along with a proactive approach to support the team's operations. This role requires a GCSE-level education and administrative experience, with a commitment to high-quality patient care.

Qualifications

• Educated to GCSE level or above, with Grade C in English and Maths.
• Knowledge of administrative procedures from previous experience.
• Awareness of confidentiality requirements and Data Protection Act.

Responsibilities

• Manage patient pathways and operational standards.
• Act as primary contact for colleagues and patients.
• Conduct follow-up actions in a timely manner.

Skills

Interpersonal skills

Organisational skills

Communication skills

Detail-oriented

Education

GCSE or equivalent

Knowledge of administrative procedures

NVQ Level 3 in Business Administration or equivalent

Job description

Administration Assistant

University College London Hospitals NHS Foundation Trust

Closing date is 09 December 2025

We are looking for a proactive, detail‑oriented team player, to join our large administrative team. The postholder will be responsible for managing the patient pathway and ensuring that key operational standards are met, such as activity and theatre utilisation targets.

This post involves working closely with patients and staff in various departments. Strong interpersonal skills are essential, as it involves being the primary point of contact for colleagues, patients, relatives and other organisations.

Excellent organisational and communication skills, professionalism, flexibility, accuracy, and the ability to work autonomously, with attention to detail, within a busy environment are essential.

Main duties of the job

• Proactively monitor the folders in inbasket and secure chat and complete follow‑up action in a timely manner in line with the Patient Communications policy and local processes using relevant SOPs to follow the correct process.
• Monitor the Letter queue folder within the Inbasket management regularly and complete follow‑up activities such as formatting, adding in relevant recipients and any other actions requested by clinical staff in the comment sections using the Clinic letter template SOP.
• Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients within the timeframe stated in local processes or the patient communication policy.
• Provide patients with information about appointments or non‑clinical advice and guidance regarding their care.
• Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.
• Conduct reminder calls to patients, rearranging appointments where necessary in order to prevent non-attendances, ensure to follow the trust elective access policy and elevate to clinicians as appropriate.

About us

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top‑quality patient care, excellent education, and world‑class research.

We provide first‑class acute and specialist services across eight sites:

• University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
• National Hospital for Neurology and Neurosurgery
• Royal National ENT and Eastman Dental Hospitals
• University College Hospital Grafton Way Building
• Royal London Hospital for Integrated Medicine
• University College Hospital Macmillan Cancer Centre
• The Hospital for Tropical Diseases
• University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.

Job responsibilities

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.

Come and be a part of the best NHS trust in England to work for, according to our staff*

* UCLH top trust to work at in England – In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the third year in a row.

UCLH recognises the benefits of flexible working for staff. To find out more, visit: Flexible working.

To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?

Person Specification

Knowledge and Qualifications

• Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
• Knowledge of administrative procedures, acquired through training and/or previous experience of working in an administrative environment.
• Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
• NVQ Level 3 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.

Experience

• Experience of working in a non‑routine environment, with demonstrable evidence of being able to respond to queries and deal with unpredictable situations as they arise (acquired through experience and/or training to Vocational level 3 or equivalent).
• Experience of working in an administrative environment, with knowledge of a comprehensive range of administrative procedures.

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.

University College London Hospitals NHS Foundation Trust

£30,546 to £32,207 a year Per Annum Inclusive of HCAS