Outpatient Waiting List Co-ordinator

UHCW; Coventry; On-site; GBP 26,000 - 27,000; Full time

Job summary

University Hospitals Coventry and Warwickshire NHS Trust is seeking an administrator to provide confidential support for the Trauma and Orthopaedics outpatient service. You will manage outpatient bookings, cancellations and the waiting list, using NHS IT systems and E-referral tools, while maintaining accurate patient records and supporting service improvements.

The role requires experience with outpatient processes, good communication skills and the ability to prioritise tasks in a busy

Qualifications

• NVQ 2 in Administration or equivalent, English and Maths at Basic level (A–C).
• Experience with outpatient booking and NHS IT systems desirable.
• Knowledge of capacity and utilisation reports and data quality standards.

Responsibilities

• Book outpatient appointments using Direct and Partial Booking; meet waiting time targets.
• Validate the Outpatient Waiting List and manage clinic changes.
• Handle e-referrals and electronic triage; interpret reports for capacity.
• Record patients on the PAS with accurate data per policy.
• Maintain documentation and respond to enquiries via written, oral and electronic methods.
• Support service improvement projects and cross-cover for colleagues.

Skills

NHS IT systems

Verbal & written communication

Organisational skills

Prioritise workload

Attention to detail

Education

NVQ 2 in Administration

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Main area Trauma and Orthopaedics Grade NHS AfC: Band 3 Contract Permanent Hours Full time - 37.5 hours per week (Mon - Fri, 08:30 - 16:30) Job ref 218-AC-B3-8396996

Site University Hospitals Coventry and Warwickshire Town Coventry Salary £25,760 - £27,476 per annum Salary period Yearly Closing 09/11/2026 23:59

Job overview

To provide a comprehensive and confidential administrative support for a specific part of the administrative service/project within the department in accordance with Departmental, Trust and National Standards, Polices and Procedures. To provide efficient admin support to the Department. The post holder will be responsible for the booking of outpatient appointments, clinic cancellations, rebooking appointments and managing the Outpatient Waiting List along with a team of two colleagues. Experience of working with the outpatient waiting list and the NHS E-referral system would be advantageous.

Please be advised that sponsorship is not eligible for this post.

Main duties of the job

• Book outpatient appointments in line with the Patient Access Policy, using Direct and Partial Booking systems and meeting waiting time targets.
• Validate the Outpatient Waiting List
• Manage clinic changes for Trauma and Orthopaedics- this involves cancelling clinics and rescheduling appointments.
• Managing Advice and Guidance and accepting/rejecting e-referrals following electronic triage.
• Interpret reports to ensure appointments are scheduled accurately and in line with capacity.
• Maintain accurate patient records on the patient administration system in line with data quality standards.
• Apply RTT knowledge to ensure pathways are correctly followed and completed.
• Act as a point of contact for enquiries, providing effective communication across written, verbal and electronic methods. Keep departmental documentation up to date.
• Maintain information in an orderly manner to support decision‑making and report any exceptional circumstances.
• Contribute to patient and service improvement projects, using systems such as Revenue Cycle, PowerChart and e-referrals, and manage Advice and Guidance.
• Support the development and maintenance of efficient office systems and procedures.
• Support team members with the day‑to‑day changes when required.

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.

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 provide a comprehensive and confidential administrative service managing the Outpatient Waiting List within T&O in accordance with Departmental, Trust and National Standards, Polices and Procedures. The post holder will be responsible for the booking of outpatient appointments and for supporting the Trauma and Orthopaedics Outpatient Waiting List Coordinators.

• Book outpatients appointments according to the Patient Access policy ensuring that all appointments are made using Direct and Partial booking systems and within waiting time targets.
• Ability to understand reports and interpret to ensure appointments are booked correctly, appropriately and recognising capacity requirements.
• Record patients on the patient administration system according to data quality standards and the Patient Access Policy.
• Understanding of RTT, ensuring pathways are followed and completed.
• To act as a point of contact for dealing with enquiries and take action as necessary liaising and effectively communicating at all levels using written, oral and electronic methods.
• To ensure, wherever possible, that all documentation is up‑to‑date.
• In an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary.
• To continually contribute to patient and business improvement Agendas. This will require undertaking any project work as directed including obtaining information using systems including Revenue Cycle, Powerchart, e-referals etc and share ideas for potential service improvement.
• To assist with the implementation and maintain an efficient office management system/procedures to enable the Department to optimise their standards of service.
• Support team members. This will require undertaking appropriate staff training and development as required, providing cross-cover on a reciprocal basis in the absence of colleagues and providing day to day supervision where required.

For further details of the role please see the attached job description.

Person specification

Qualifications

• NVQ 2 in Administration or equivalent Basic level in English and Mathematics A-C

Experience

• Experience of outpatient booking using EPR Managing outpatient waiting lists
• Knowledge of capacity and utilisation reports

Knowledge

• Working knowledge of Microsoft Outlook, Word and Excel. Good understanding of general office procedures
• Awareness of current issues within the NHS

Skills

• Experience of NHS IT systems Maintains a high level of accuracy Good level of verbal and written communication Good organizational skills Empathetic approach in resolving enquiries Able to prioritise and organise own workload Able to track information Able to recognise issues and refer where appropriate

Commitment to Trust Values and Behaviours

• 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)

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.
Before applying, we encourage you to review the Trust’s Values and Behaviours which can be accessed on the right side of this page under the job description.
The Supporting Information Section in your application should therefore reflect your understanding of the Trust’s Values and associated Behaviours. You will be expected to provide us with examples from work experience and/or personal life which demonstrate these values through your behaviour.

The Trust is committed to Equal Opportunities within the workplace. All vacancies will be considered for Job Share unless otherwise stated. All applicants who have a disability and who meet the minimum criteria for the job will be interviewed. Where a post has an overwhelming response, this Trust may use random selection in order to reduce numbers to interview, any disabled applicants will automatically be guaranteed an interview and will be exempt from this process.

In submitting an application form, you authorise University Hospital Coventry & Warwickshire NHS Trust to confirm from your previous or current NHS employer and other prior employers; previous NHS service details and personal data held about you, including Occupational Health data (inoculations and screening tests). This data will be transferred using NHS Electronic Staff Record and third‑party systems via an automated process and only used for the purposes of obtaining and maintaining accurate employment records, should you be appointed to the post.

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

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.