About this role
Job summary
As a Administration Assistant you will enjoy working directly with patients to resolve their queries andrecognise the importance of first class communication skills to achieve patient satisfaction. The primaryobjective 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. Please apply for this job as soon as you can, if interested.
Secondment will be considered for internal candidates - If you are successful after interview, you must obtain approval from your current line manager to accept the offer.
Main duties of the job
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.
About us
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.
Job description Job 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, 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 hospitals 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.
For further details of the role please see the attached job description.
Please be advised the interviews for this post will take place week commencing 14/09/2026.
Person Specification
Qualifications Essential
oNVQ3 in Administration or equivalent or working towards. oBasic numeracy or literacy qualifications
Experience Essential
oWorking in a senior administrative role oExperience in dealing with complex telephone calls. oExperience of listening and questioning with an ability to manage challenging situations oGood keyboard skills oTakes ownership of customer queries and complaints. oAbility to communicate appropriately and effectively with clarity both verbally and in writing.
Desirable
oNHS or Public Sector Experience.
Knowledge Essential
oWorking knowledge of Microsoft Office packages i.e. Outlook, Word, Excel.Good communication oGood understanding of general office working procedures.
Desirable
oAwareness of current issues within the NHS. oKnowledge of patient management systems.
Skills Essential
oGood organisational skills. oSound decision making skills. oAble to present information to others. oExcellent level of verbal and written communication. oAble to use judgement and initiative to provide information and support. oAble to apply tact and sensitivity to establish trust and confidence. oEmpathetic approach to managing and resolving enquiries. oAttention to detail. oAble to work efficiently but accurately. oAble to work as part of a team. oAble to prioritise workload. oAble to handle multiple tasks successfully. oAble to remain calm under pressure
Desirable
oWillingness to work in a very busy environment oLooking for development opportunities
Commitment to Trust Values and Behaviours Essential
oMust be able to demonstrate behaviours consistent with the Trust's values. (As detailed in UHCW's Values in Action document below) oApplicants applying for job roles with managerial responsibility will be required to demonstrate evidence of promoting equal opportunities through work experience
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name University Hospitals Coventry and Warwickshire NHS Trust
Address University Hospitals Coventry and Warwickshire
Clifford Bridge Road
Coventry
CV2 2DX
United Kingdom
Employer's website https://www.jobsatuhcw.co.uk (Opens in a new tab)