Position Overview
The post holder will be joining our Performance & Informatics (P&I) department, which is 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 works cross‑functionally to support the Trust’s operational delivery of national and internal targets, ensuring 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.
As an Administration Specialist 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
- Support the Trust in delivering quality care to its patients
To provide a specialised, comprehensive and confidential administration service in accordance with Departmental, Trust and National standards, policies and procedures. To act as a source of advice and guidance regarding the service.
Core Responsibilities
- Act as a senior point of contact within the Referrals/e‑Referrals Team to ensure all enquiries are effectively managed and successfully resolved within a prompt timescale, ensuring all relevant personnel are informed as necessary and an appropriate record is maintained.
- 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. This may include chairing team meetings and attending meetings as required.
- Undertake regular audits within the Referrals/e‑Referrals Team, ensuring findings are accurately recorded, analysed and reported to the team and wider Trust as appropriate. Support the development, implementation and monitoring of action plans arising from audit outcomes, ensuring continuous improvement and adherence to Trust standards.
- Undertake any project work as directed, including obtaining information from the Internet, collation and reporting of data in order to produce reports and spreadsheets, utilising relevant Trust IT systems, as determined by the role, ensuring all relevant data is collected and input accurately in line with Trust guidelines. These systems may include Revenue Cycle, PowerChart, E‑Referral, Insite, and Openscape.
- Suggest, implement and maintain an efficient office management system/procedure to enable the Department to optimise its standards of service.
- Effectively manage time, cover and leave arrangements, ensuring appropriate and timely communication with all relevant personnel and ensuring action points are raised and completed.
- 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.
- Provide support to administration staff. This requires demonstrating and explaining practices and procedures, delivering appropriate training and development with new and existing staff and carrying out audits ensuring high standards of practice are maintained at all times. Provide cross‑cover on a reciprocal basis in the absence of colleagues and provide day‑to‑day supervision where required.
- Obtain confidential information from patients or their relatives and record this on the hospital’s computerised system.
- 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 provide day‑to‑day supervision where required.
- Carry out Personal Development Reviews and assist with interviews for band two and three roles.
- Exercise independent judgement and initiative when problems arise, taking the necessary actions to resolve the problems including telephone complaints and addressing errors with administration staff or referring to the appropriate person.
- 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.
Immigration Status
Please be advised that sponsorship is not eligible for this post.
Closing Date
This advert closes on Tuesday 31 Mar 2026 (or will close as soon as sufficient applications are received).
Interview
The interview will be conducted on 17 April (subject to availability; the date may change).
About the Trust
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. We are proud to be recognised as a Pathway to Excellence® designated organisation.
Diversity and Inclusion
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 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.
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