Senior Administration Officer University Hospitals Coventry and Warwickshire NHS Trust

University Hospitals Coventry and Warwickshire (UHCW) NHS Trust; Coventry; On-site; GBP 40,000 - 60,000; Part time

Job summary

An established industry player in healthcare is seeking a Senior Administration Officer to join their dynamic Patient Access team. This role is pivotal in ensuring first-class communication and customer service to patients and healthcare professionals. You will be responsible for managing outpatient appointment bookings, resolving queries, and maintaining high data quality standards. The ideal candidate will thrive in a fast-paced environment, demonstrating excellent communication skills and a professional approach. This is a fantastic opportunity to contribute to the quality care provided by a leading NHS Trust while enjoying opportunities for career development.

Qualifications

• Experience in an administrative role and customer-facing position is essential.
• Proficiency in Microsoft Office and patient administration systems is advantageous.

Responsibilities

• Assist with efficient office management and maintain high-quality service standards.
• Handle outpatient appointment bookings and ensure accurate data entry.

Skills

Administrative experience

Customer service

Communication skills

Microsoft Office proficiency

Ability to stay calm under pressure

Team player

Tools

Patient administration systems

Job description

The Patient Access team is a fast-growing team that is always making continuous improvements, offering internal and external opportunities for career development. We welcome informal conversations and tours of the department if you are interested in this role. Part-time hours would also be considered for this role.

The Patient Access Team provides an outpatient appointment booking and information service to patients and healthcare professionals across Coventry and Warwickshire during the hours of 8am–6pm Monday to Friday and 8.30am–2pm on Saturdays.

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

1. Excellent customer service
2. Effective and timely resolution of queries received
3. Support the Trust in providing quality care to its patients.

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

Responsibilities:

1. Assist with the implementation and maintenance of an efficient office management system/procedures to enable the Department to optimize their standards of service.
2. Deal with all telephone calls relating to the outpatient appointment system, ensuring all calls are dealt with in a polite, pleasant, and professional manner.
3. 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.
4. Maintain high-quality standards by ensuring that the data entered onto Trust systems is accurate, complete, and up to date. Systems include EPR Revenue Cycle, E-Referrals, Powerchart, and Openscape.
5. Obtain confidential information from patients or their relatives and record this on the hospital’s computerised system.
6. Support team members within the 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.
7. Ensure that your work area and equipment are left in good working condition daily.
8. 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.
9. 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.

Minimum Requirements:

1. Experience in an administrative role
2. Experience in a customer-facing role
3. Excellent communication skills, particularly over the telephone with people at all levels
4. Excellent customer service
5. Ability to stay calm under pressure
6. Good team player who is also able to work on own initiative
7. Professional approach
8. Flexibility and commitment

You will need to be proficient in the use of standard Microsoft Office packages. In addition, experience in the use of patient administration systems would be advantageous.

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

This advert closes on Tuesday 10 Dec 2024.