Senior Administration Officer

University Hospitals Coventry and Warwickshire (UHCW) NHS Trust; Coventry; On-site; GBP 21,000 - 23,000; Full time

Job summary

University Hospitals Coventry and Warwickshire NHS Trust is seeking an Administration Assistant to work closely with patients, resolving queries and ensuring first-class communication to achieve satisfaction. The role focuses on excellent customer service, timely query resolution, and supporting quality care across hospital services.

The post emphasizes accurate data entry, outpatient appointment coordination, and adherence to Trust policies.

Qualifications

• Excellent customer service skills.
• Strong written and verbal communication.
• Ability to resolve queries with courtesy and professionalism.

Responsibilities

• Assist with outpatient appointment bookings and follow-up scheduling according to policy.
• Maintain data accuracy in Trust systems (including EPR) and ensure information is up to date.
• Handle incoming calls in a polite, pleasant and professional manner.
• Support department colleagues and cover shifts as needed while maintaining high service standards.

Skills

Customer service

Communication skills

Telephone handling

Tools

EPR system

Job description

As a Administration Assistant you will enjoy working directly with patients to resolve their queries and recognise the importance of first class communication skills to achieve patient satisfaction. The primary objective is to provide,

• Excellent customer service
• Effective and timely resolution of queries received
• To support the Trust in providing quality care to its patients

Previous applicants need not apply.

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

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

• To assist with the implementation and maintain an efficient office management system/procedures to enable the Department to optimize their standards of service.
• Deal with all telephone calls relating to the outpatient appointment, ensuring all calls are dealt with in a polite, pleasant and professional manner.
• Book new and follow-up appointments according to the Patient Access policy ensuring that all appointments are made within waiting time targets.
• Maintain high quality standards by ensuring that the data entered onto Trust systems is accurate, complete and up to date. Systems include Electronic Patient Record (EPR)
• Obtain confidential information from patients or their relatives and record this on the hospital’s computerised system.
• Supporting team members within department which will require undertaking appropriate training to provide cross-cover on a reciprocal basis in the absence of colleagues.
• Ensure that your work area and equipment and left in good working condition on a daily basis
• Ensure that all Trust wide standards are maintained and monitored to improve the quality and total care to all who come in contact with services provided by University Hospitals Coventry & Warwickshire NHS Trust.
• Comply with the principles of risk management including health and safety legislation, promoting high standards and acting immediately on hazards or unsafe practices in conjunction with other staff.

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.

We are proud to be recognised as a Pathway to Excellence® designated organisation – please click the link for further details about this prestigious award. Pathway To Excellence ® - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)

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.

For further details / informal visits contact: Name: Kirean Dingley Job title: Operations and performance Manager Email address: [e-mail]