Senior Administration Officer

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

Job summary

University Hospitals Coventry and Warwickshire NHS Trust is seeking a Senior Administration Officer in the Performance & Informatics (P&I) department in Coventry. The role focuses on patient queries, appointment management and data integrity to support high-quality patient care.

You will join a multidisciplinary team, with duties spanning call handling, appointment scheduling and maintaining Trust systems, ensuring accurate records and responsive service for patients and colleagues.

Qualifications

• NVQ3 in Administration or working towards it.
• Basic numeracy or literacy qualifications.
• Experience handling complex telephone calls and queries.
• Good keyboard skills and accuracy in data handling.

Responsibilities

• Handle outpatient appointment calls and book appointments per policy.
• Maintain accurate data in Trust systems (Revenue Cycle, E-Referrals, PowerChart, Openscape).
• Obtain confidential information and record it securely.
• Provide day-to-day supervision and cross-cover as needed.

Skills

Excellent communication

Organised

Customer service

Multitasking

Empathetic approach

Education

NVQ3 in Administration

Tools

Outlook

Word

Excel

Job description

Main area Patient Access Grade NHS AfC: Band 3 Contract Permanent Hours Full time - 37.5 hours per week (08:00-16:00 and 10:00-18:00 Shifts) Job ref 218-AC-B3-8414242

Site University Hospitals Coventry and Warwickshire Town Coventry Salary £25,760 - £27,476 per annum Salary period Yearly Closing 18/11/2026 23:59 Interview date 26/11/2026

Job overview

The post holder will be joining our Performance & Informatics (P&I) department, who are well respected and the largest of our corporate services. The P&I portfolio encompasses Business Intelligence & Informatics, Information Systems Development, Clinical Coding, Data Quality, Patient Access and Cancer Services.

P&I work cross functionally to support the Trusts operational delivery of both national and internal targets which ensures the highest standards of patient care are delivered. A robust Performance Management Framework is embedded across UHCW that tracks and evaluates progress and supports both operational and clinical governance frameworks.

New opportunities at a national level are being developed by P&I in areas of health inequality, waiting list management and system working. Most notably working innovatively to develop the ‘Health Equity and the Right to Treatment’ (HEARTT) tool which culminated in being awarded the ‘Innovation and Improvement in Reducing Healthcare Inequalities Award’ at the prestigious Health Service Journal Awards in 2022.

Main duties of the job

As a Senior Administration Officer, 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.

• Effective and timely resolution of queries received.
• To support the Trust in providing quality care to its patient

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.

We are proud to be recognised as a Pathway To Excellence designated organisation – 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.

Detailed job description and main responsibilities

• 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 system, 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 using Direct and Partial booking systems and 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 Revenue Cycle, E-Referrals, PowerChart and Openscape.
• 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 and providing day to day supervision where required
• 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.

For further details please see the attached job description.

Qualifications

• NVQ3 in Administration or equivalent or working towards. Basic numeracy or literacy qualifications

Experience

• Working in a senior administrative role Experience in dealing with complex telephone calls. Experience of listening and questioning with an ability to manage challenging situations. Good keyboard skills Takes ownership of customer queries and complaints. Ability to communicate appropriately and effectively with clarity both verbally and in writing.

Knowledge

• Working knowledge of Microsoft Office packages i.e. Outlook, Word, Excel. Good communication Good understanding of general office working procedures
• Awareness of current issues within the NHS. Knowledge of patient management systems.

skills

• Good organisational skills. Sound decision making skills. Able to present information to others. Excellent level of verbal and written communication. Able to use judgement and initiative to provide information and support. Able to apply tact and sensitivity to establish trust and confidence. Empathetic approach to managing and resolving enquiries. Attention to detail. Able to work efficiently but accurately. Able to work as part of a team. Able to prioritise workload. Able to handle multiple tasks successfully. Able to remain calm under pressure.
• Willingness to work in a very busy environment. Looking for development opportunities.

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.

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