Senior Administration Officer

Job summary

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:

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

****PREVIOUS APPLICANTS NEED NOT APPLY***

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

• Act as first point of contact for the Patient Contact Agents support with their escalation and queries.
• Deal with all telephone calls relating to the outpatient appointment system, ensuring all calls are dealt with in a polite, pleasant and professional
• 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
• Maintain high quality standards by ensuring that the data entered onto Trust systems is accurate, complete and up to date. Systems include iPM, E-Referrals, CRRS and
• Obtain confidential information from patients or their relatives and record this on the hospital's computerised
• 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
• 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.

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 organization's core values.