Administration Coordinator

University College London Hospitals NHS Foundation Trust; Camden Town; On-site; GBP 26,000 - 35,000; Full time

Job summary

University College London Hospitals NHS Foundation Trust (UCLH) is seeking an Administration Coordinator to actively manage the administrative processes attached to patient pathways, ensuring a smooth, efficient service for the multidisciplinary team and patients.

The post holder will work closely with managers, clinicians and support staff, liaising across the Trust to provide clear information, handle correspondence, appointment queries and patient communications in line with policies and

Job description

The Administration Coordinator will actively manage the administrative processes attached to patient pathways, ensuring a smooth and efficient service for both the multidisciplinary team and patients, in order to deliver a high quality administration service, a positive patient experience, and excellent customer service. The post holder will be required to work closely with other members of the administrative team and clinical teams, including managers, administrators, nursing and medical staff, allied health professionals and support workers. The post holder will be required to liaise with a range of staff internally and externally across the Trust and with partner and external organisations 1. Communicate clearly, effectively and appropriately with the multidisciplinary team, patients and their family, visitors or carers, and other clinicians involved in the care of the patient in line with the Trust's values. This will include communication via emails, telephone and Mycare and complying with the patient communication policy. 2. Proactively monitor the folders in inbasket and secure chat and complete follow up action in a timely manner inline with the Patient Communications policy and local processes using relevant SOPs to follow the correct process. 3. Monitor the Letter queue folder within the Inbasket management regularly and complete follow up activities as such formatting, adding in relevant recipients and any other actions requested by clinical staff in the comment sections using the Clinic letter template SOP. 4. 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 5. Provide patients with information about appointments or non-clinical advice and guidance regarding their care. 6. Resolve complex queries, using analysis, experience and judgement to determine when to pass the caller on to a member of the clinical team, or when to elevate the call to a senior colleague.

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), 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.
• We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040. 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?