Administration Coordinator: Patient Pathways & Service

University College London Hospitals; City Of London; On-site; GBP 34,000 - 37,000; Full time

Job summary

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

You will work with clinical teams, managers, and a range of internal and external staff to maintain effective communication and support patient care.

Qualifications

• Experience of working in a non-routine environment with problem solving and resolving issues as they arise.
• Experience in a customer facing environment, resolving queries and using initiative to ensure first-class service delivery.
• Previous NHS experience, or experience of working in a healthcare setting.

Responsibilities

• Communicate clearly with the multidisciplinary team, patients and carers, via email, phone and MyCare in line with the Trust's policies.
• Proactively monitor inbasket and secure chat folders, and complete follow-up actions timely using SOPs.
• Monitor the Letter queue and complete follow-up activities as requested by clinical staff in the appropriate format.
• Manage and answer phone calls related to the service in a courteous and prompt manner, passing on information as required.
• Provide patients with information about appointments or non-clinical guidance regarding their care.
• Resolve complex queries using analysis and judgement to determine when to escalate to a clinician or senior colleague.

Skills

Communication

Customer service

Confidentiality

Data Protection Act awareness

Education

GCSE level or equivalent

NVQ Level 4 in Business Administration/Customer Service/Healthcare Support Services or equivalent

Job description

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

You will work with clinical teams, managers, and a range of internal and external staff to maintain effective communication and support patient care.