Scheduling and Booking Administration Manager

UHCW; Coventry; On-site; GBP 32,000 - 39,000; Full time

Job summary

University Hospitals Coventry and Warwickshire NHS Trust is seeking a Scheduling and Booking Administration Manager (NHS AfC Band 5) to lead outpatient booking services, manage waiting lists and patient pathways, and ensure timely access in line with national standards.

The postholder will oversee booking teams, develop staff, and work with IT and clinical colleagues to optimise clinic capacity and patient experience. Interviews planned for November 2026; sponsorship not available.

Qualifications

• Managerial experience in an administration environment
• Experience in a customer facing role
• Advanced decision making and resolving complex work-related issues
• Managing the workload of a team
• Experience monitoring operational performance indicators
• Experience implementing service improvements
• Experience working with EPR and booking systems

Responsibilities

• Lead day-to-day management of outpatient booking teams and administrative functions
• Ensure appointments booked per Trust access policies and clinical prioritisation
• Monitor booking backlogs, queues and waiting lists for timely access
• Proactively manage clinic capacity and appointment utilisation
• Ensure cancelled appointments rebooked within timescales
• Oversee appointment outcomes and pathway progression
• Liaise with ICT to raise IT issues and support staff development

Skills

Leadership

Staff management

Analytical skills

Communication skills

Planning & organising

Tools

EPR systems

Booking systems

Microsoft Office

Job description

Scheduling and Booking Administration Manager

NHS AfC: Band 5

Main area Operational Management - Scheduling and Booking Grade NHS AfC: Band 5 Contract Permanent Hours Full time - 37.5 hours per week Job ref 218-AC-B5-8388467

Site University Hospital of Coventry and Warwickshire Town Coventry Salary £32,073 - £39,043 pro rata per annum Salary period Yearly Closing 06/11/2026 23:59

Job overview

To manage outpatient booking administration systems, processes and staff, ensuring the delivery of an effective, efficient and patient-focused booking service. The post holder will lead the day-to-day management of booking teams, supporting the achievement of operational performance standards,patient access targets and service objectives.

The post holder will make informed decisions within their sphere of responsibility, ensuring booking practices, waiting list management and administrative processes meet departmental, Trust and national standards. The role will act as a key source of advice, guidance and operational support relating to booking processes, patient pathways and service performance.

Please note this vacancy is not eligible for sponsorship.

Please be advised that interviews will take place week commencing 16th November 2026.

Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received.

Main duties of the job

Please see the JD and PS document for further information.

• Lead the day-to-day management of booking teams and associated administrative functions.
• Ensure appointments are booked in accordance with Trust access policies and clinical prioritisation requirements.
• Monitor booking backlogs, work queues and waiting lists to ensure timely patient access.
• Support effective utilisation of clinic capacity through proactive management of available appointments.
• Ensure cancelled appointments are rebooked within agreed timescales.
• Oversee the management of appointment outcomes and pathway progression.

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 assume overall responsibility for the operational management of outpatient bookingadministration services, ensuring effective appointment scheduling, waiting list managementand patient pathway administration across designated specialties. This will require:
• Lead the day-to-day management of booking teams and associated administrative functions.
• Ensure appointments are booked in accordance with Trust access policies and clinical prioritisation requirements.
• Monitor booking backlogs, work queues and waiting lists to ensure timely patient access.
• Support effective utilisation of clinic capacity through proactive management of available appointments.
• Ensure cancelled appointments are rebooked within agreed timescales.
• Oversee the management of appointment outcomes and pathway progression.
• Acting as a resource for staff, advising on National, Trust and Departmental Administration policies and procedures.
• Participation in the developing and updating of current local and Trust wide training packages in line with National guidance.
• Participate in strategic, service provider and Trust/Divisional/Departmental meetings, assuming responsibility for administration issues and the impact on resources.
• Responsibility for departmental performance including participation in the setting of objectives and standards.
• Representing the department in appropriate forums.
• Continuous review/updating of administration policies and procedures and supporting documentation and or systems.
• Participating in implementing and developing new processes and guidance for an efficient and effective operation of processes within the Department and Trust.
• Liaise with local ICT helpdesk to raise technical issues relating to relevantdepartmental IT systems.
• Acting as the lead for managing recruitment, retention and selection of administrative staff including preparation of the appropriate documentation.
• Assuming first line management responsibility in dealing with sickness reviews, disciplinary, capability and grievance issues as required.
• Co Responsibility for the education and development of the administrative staff including undertaking some Personal Development Reviews.

Key Result Areas and Performance

• Support compliance with Referral to Treatment (RTT) pathways and national access standards.
• Monitor waiting list validation activities and ensure administrative actions are completed within agreed timescales.
• Escalate capacity, demand or pathway concerns to operational leads.
• Provide operational oversight of patient tracking processes and exception reporting.
• Work collaboratively with clinical teams to maximise utilisation and reduce avoidable delays in patient care.
• Produce and analyse reports relating to clinic utilisation, waiting list performance, booking productivity and patient access measures.
• Monitor performance against national, Trust and specialty-specific access targets.
• Identify trends and implement corrective actions where performance falls below expected standards.
• Support delivery of Better Booking objectives and improvement programmes.
• Lead initiatives to improve productivity, efficiency and patient experience across booking services

For further details please see the attached job description.

Experience

• Managerial experience in an administration environment Experience in a customer facing role Advanced decision making and resolving complex work-related issues Managing the workload of a team Experience managing booking or patient administration teams. Experience monitoring operational performance indicators. Experience implementing service improvements. Experience working with electronic patient record (EPR) and booking systems.

Knowledge

• Thorough working knowledge of Microsoft Office packages i.e. Outlook, Word, Excel Excellent understanding of people management. Understanding of outpatient booking processes. Knowledge of waiting list management principles. Understanding of RTT and patient access standards. Knowledge of patient pathway administration.
• Knowledge of partial booking principles. Knowledge of clinic utilisation management. Understanding of NHS elective recovery and access targets.

Skills

• Proven record of planning, organisational, change management and administration skills. Excellent presentation skills. Ability to supervise a team. Advanced decision-making skills. Excellent level of verbal and written communication. Able to persuade, negotiate and influence others. Able to use judgement and initiative to provide information and support. Excellent numerical and analytical skills. Able to apply tact and sensitivity to establish trust and confidence. Empathetic approach to managing and resolving enquiries. Able to manage difficult and distressing situations effectively. Able to analyse problems and initiate appropriate solutions effectively. Able to write complex reports, formulate policies and transcribe and compose minutes. Able to work using own initiative. Able to work as part of a team. Able to collaborate with others. Able to autonomously prioritise and plan workload to meet deadlines, often in a pressurised environment. Able to inspire and promote confidence in a team. Excellent attention to detail and accuracy. Able to recognise and resolve complex issues, referring where appropriate. Positive and flexible approach to work. Able to demonstrate an innovative and forward-thinking approach. Understands limits of own responsibilities. Reliable and punctual with a flexible attitude towards working hours to meet service needs.

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

Name Holly Simms Job title Operational Delivery Lead - Scheduling and Booking Email address [e-mail] Telephone number 02476967606