About this role
Job summary
To manage outpatient booking administration systems, processes and staff, ensuring the delivery of an effective, efficient and patient-focused booking service. The post holder will lead the day-to-day management of booking teams, supporting the achievement of operational performance standards,patient access targets and service objectives.
The post holder will make informed decisions within their sphere of responsibility, ensuring booking practices, waiting list management and administrative processes meet departmental, Trust and national standards. The role will act as a key source of advice, guidance and operational support relating to booking processes, patient pathways and service performance.
Please note this vacancy is not eligible for sponsorship.
Please be advised that interviews will take place week commencing 16th November 2026.
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.
Main duties of the job
Please see the JD and PS document for further information.
- Lead the day-to-day management of booking teams and associated administrative functions.
- Ensure appointments are booked in accordance with Trust access policies and clinicalprioritisation requirements.
- Monitor booking backlogs, work queues and waiting lists to ensure timely patient access.
- Support effective utilisation of clinic capacity through proactive management of availableappointments.
- Ensure cancelled appointments are rebooked within agreed timescales.
- Oversee the management of appointment outcomes and pathway progression.
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 assume overall responsibility for the operational management of outpatient bookingadministration services, ensuring effective appointment scheduling, waiting list managementand patient pathway administration across designated specialties. This will require:
- Lead the day-to-day management of booking teams and associated administrative functions.
- Ensure appointments are booked in accordance with Trust access policies and clinical prioritisation requirements.
- Monitor booking backlogs, work queues and waiting lists to ensure timely patient access.
- Support effective utilisation of clinic capacity through proactive management of available appointments.
- Ensure cancelled appointments are rebooked within agreed timescales.
- Oversee the management of appointment outcomes and pathway progression.
- Acting as a resource for staff, advising on National, Trust and Departmental Administration policies and procedures.
- Participation in the developing and updating of current local and Trust wide training packages in line with National guidance.
- Participate in strategic, service provider and Trust/Divisional/Departmental meetings, assuming responsibility for administration issues and the impact on resources.
- Responsibility for departmental performance including participation in the setting of objectives and standards.
- Representing the department in appropriate forums.
- Continuous review/updating of administration policies and procedures and supporting documentation and or systems.
- Participating in implementing and developing new processes and guidance for an efficient and effective operation of processes within the Department and Trust.
- Liaise with local ICT helpdesk to raise technical issues relating to relevantdepartmental IT systems.
- Acting as the lead for managing recruitment, retention and selection of administrative staff including preparation of the appropriate documentation.
- Assuming first line management responsibility in dealing with sickness reviews, disciplinary, capability and grievance issues as required.
- Co Responsibility for the education and development of the administrative staff including undertaking some Personal Development Reviews.
Key Result Areas and Performance
- Support compliance with Referral to Treatment (RTT) pathways and national access standards.
- Monitor waiting list validation activities and ensure administrative actions are completed within agreed timescales.
- Escalate capacity, demand or pathway concerns to operational leads.
- Provide operational oversight of patient tracking processes and exception reporting.
- Work collaboratively with clinical teams to maximise utilisation and reduce avoidable delays in patient care.
- Produce and analyse reports relating to clinic utilisation, waiting list performance, booking productivity and patient access measures.
- Monitor performance against national, Trust and specialty-specific access targets.
- Identify trends and implement corrective actions where performance falls below expected standards.
- Support delivery of Better Booking objectives and improvement programmes.
- Lead initiatives to improve productivity, efficiency and patient experience across booking services
For further details please see the attached job description.
Person Specification
Qualifications
Essential
- oDegree or equivalent experience oECDL or equivalent oILM Introductory Management certificate or equivalent
Experience
Essential
- oManagerial experience in an administration environment oExperience in a customer facing role oAdvanced decision making and resolving complex work-related issues oManaging the workload of a team oExperience managing booking or patient administration teams. oExperience monitoring operational performance indicators. oExperience implementing service improvements. oExperience working with electronic patient record (EPR) and booking systems.
Desirable
- oProject management experience. oOutpatient access management experience. oWaiting list management experience. oExperience supporting RTT performance.
Knowledge
Essential
- oThorough working knowledge of Microsoft Office packages i.e. Outlook, Word, Excel oExcellent understanding of people management. oUnderstanding of outpatient booking processes. oKnowledge of waiting list management principles. oUnderstanding of RTT and patient access standards. oKnowledge of patient pathway administration.
Desirable
- oKnowledge of partial booking principles. oKnowledge of clinic utilisation management. oUnderstanding of NHS elective recovery and access targets.
Skills
Essential
- oProven record of planning, organisational, change management and administration skills. oExcellent presentation skills. oAbility to supervise a team. oAdvanced decision-making skills. oExcellent level of verbal and written communication. oAble to persuade, negotiate and influence others. oAble to use judgement and initiative to provide information and support. oExcellent numerical and analytical skills. oAble to apply tact and sensitivity to establish trust and confidence. oEmpathetic approach to managing and resolving enquiries. oAble to manage difficult and distressing situations effectively. oAble to analyse problems and initiate appropriate solutions effectively. oAble to write complex reports, formulate policies and transcribe and compose minutes. oAble to work using own initiative. oAble to work as part of a team. oAble to collaborate with others. oAble to autonomously prioritise and plan workload to meet deadlines, often in a pressurised environment. oAble to inspire and promote confidence in a team. oExcellent attention to detail and accuracy. oAble to recognise and resolve complex issues, referring where appropriate. oPositive and flexible approach to work. oAble to demonstrate an innovative and forward-thinking approach. oUnderstands limits of own responsibilities. oReliable and punctual with a flexible attitude towards working hours to meet service needs.
Commitment to Trust Values and Behaviours
Essential
- o 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 o 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)
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
University Hospitals Coventry and Warwickshire NHS Trust
Address
University Hospital of Coventry and Warwickshire
Clifford Bridge Road
Coventry
CV2 2DX
United Kingdom
Employer's website
https://www.jobsatuhcw.co.uk (Opens in a new tab)