Job summary
Patient Administration Manager
37.5 hours per week
Fixed term - 12 months
Salary: £31,049 - £37,796 per annum
Closing Date: 30th January 2026
Interview Date: TBC
**This post may close early due to high numbers of applications, so you are advised to apply promptly. **
All correspondence for this vacancy will be sent by email; please check your account regularly including your Junk and SPAM areas.
A great and friendly place to work, so bring your passion, commitment and expertise and enjoy the opportunities to make a difference every day.
We welcome applications from the Armed Forces Community - get in touch to find out more
#JoinTeamEliot
Why work with us?
- Make a real difference to patient care -Endoscopy plays a critical role in early cancer diagnosis and long-term surveillance. This role gives you direct influence over how patients access care and move through their pathway.
- Be trusted to lead and improve - Have ownership of the booking function, with the opportunity to shape processes, improve ways of working, and embed good administrative practice.
- Work closely with clinicians and senior leaders -The role offers strong exposure to clinical and operational leadership, providing valuable experience for those looking to progress in service management.
- Join a specialist, fast-paced service -Endoscopy is a dynamic environment where no two days are the same. You'll be part of a team that values collaboration, problem-solving and continuous improvements.
Main duties of the job
An exciting opportunity has arisen to join our Endoscopy Unit as a Patient Administration Manager, leading the booking and administration team to ensure patients receive timely, well-coordinated care.
This role is central to the effective management of endoscopy patient pathways, supporting cancer, surveillance and routine activity, and driving improvements in booking processes, waiting list accuracy, and day-to-day operational performance within a busy clinical service.
- To provide an efficient and effective patient administration service within the Endoscopy Unit's Booking/Admin team, to support the Trust's ambition to deliver high quality well-coordinated care for patients and service users and to support admin, consultants, and clinical teams to function effectively.
- Actively managing and standardising administrative processes associated with patient pathways in line with JAG and national guidance and organisational standard operating procedures to ensure effective patient access and waiting list management for the unit.
- Effectively tracking complex patients progress through multiple pathways to ensure good clinical outcomes and a positive patient experience, including cancer targets, 18 week etc at group level (i.e. planning, tracking, negotiating). Escalating and resolving blocks in patient flow and capacity issues with the potential to cause delay to the operational managers as appropriate.
About us
Here at George Eliot our vision to'excel at patient care' takes centre stage. An ever evolving clinically-led acute service provider we are on a journey to continually provide high quality, safe and responsive services delivered by inspiring, friendly and compassionate staff who share our corporate values which underpin everything we do. Our values are not just words on a piece of paper, they bond us together, reflect our ambition and shape who we are:
Effective Open Communication
excellence and safety in everything we do
Challenge but support
Expect respect and dignity
Local health that inspires confidence
Benefits: On-site nursery, 27 days minimum annual leave plus bank holidays, cycle to work scheme, flexible working, in house training and development, buying and selling of annual leave, subsidised restaurant, tranquillity garden and generous subsidised on-site parking.
If you are applying for a Domestic Assistant or Health Care Assistant role you may be eligible for the refer a friend scheme - find out more here: https://www.geh.nhs.uk/about-us/people-and-workforce/vacancies/refer-friend-scheme
Job description
Job responsibilities
Patient Tracking
- To deputise for and support the unit managers in relation to patient tracking and performance targets as appropriate.
- Leading and developing a highly engaged administrative team and undertaking the whole range of line management responsibilities, including the introduction of new working practices and technology.
- To actively manage multiple times, targets and procedures for / patient access requirement for the directorate, from the point of referral to discharge within the boundaries of standards for access to healthcare services.
- To take continuous responsibility for the overall day to day monitoring and tracking of patients progress through their pathway(s).
- To undertake daily checks of access progress through verbal or written reports ensuring all patients are on track to be seen and appointed within the JAG/national targets for the specific care area.
- To manage elective access operational standard defaults and act upon any issues picked up from checking daily pathway progress reports with the unit managers.
- To ensure the effective flow of patients and escalating blocks in flow and capacity issues to the operational managers and escalate any need for patients to be brought back on track ensuring that clear timelines and actions are agreed and actioned.
- To ensure that patients flow through care pathways in a timely, safe and effective manner.
- To ensure that all group/specialty team referrals are connected to the appropriate pathway administration points to enable waiting time targets to be achieved.
- To produce an account of trends in flow blockages, reasons for potential breaches of waiting times to the service manager as appropriate.
- To provide a weekly update to the unit management to highlight any pathway delay or potential waiting time breaches for priority action and monitor outputs and outcomes.
- To attend weekly meetings to discuss progress and update on the position of speciality performance, in particular delayed pathway progress and causes, and take and monitor follow up actions as necessary.
Management and Team Leadership
- To provide support to the operational management team and lead clinicians to ensure that appropriate procedures are in place to monitor, maintain or amend the set quality standards, including capacity planning for specialties.
- To deputise for and support the unit managers as appropriate, in particular on the groups access agenda and achieving waiting list targets.
- To monitor current procedures and processes and provide regular reports to the operational and management team.
- To be responsible for the day-to-day line management of administrative staff and apprentices, encouraging effective team working, coordinating annual leave arrangements, mandatory training requirements and manage attendance and performance issues as necessary.
- To perform administrative staff duties to alleviate pressures within specialty teams as and when required.
- To introduce new ways of working and the use of technology as appropriate.
- To manage and co-ordinate the workload of the team to ensure right care pathway outcomes enhances group performance and meets relevant Trust targets.
- To ensure that the administrative team adopt administrative best practice, especially in respect of waiting list / patient access targets.
- To liaise with the operational managers and follow up on any issues related to patient waiting times.
- To be aware of and have a general understanding of relevant local / departmental policies and procedures and current issues in order to act as a point of contact for those who require information.
- To attend the group action plan meetings, operations meetings and PTL meetings as and when required, taking responsibility for providing and presenting information and taking actions appropriate to the role and team function.
- To provide data submissions required by external agencies to the designated worker within the group / access team.
- To monitor KPIs as necessary, including DNAs and complaint trends and undertake root cause analysis with service leads to action plan system/process improvements.
- To act as a link between consultants, medical secretaries, managers, and other staff for example clinic staff, elective access team, cancer services, external care providers, on issues relating to patient access and waiting list management and to co-ordinate action required to meet treatment initiatives.
- To adhere to governance principles including undertaking health and safety inspections and risk assessments as appropriate.
- To maintain an awareness of current issues and priorities within the department ensuring that key personnel receive appropriate and timely communication.
Customer Service
- To work closely with clinical teams and operational managers to ensure that patient booking and clinics are efficient and planned effectively and that patients have a positive user experience.
- To make sure that patients have a positive user experience, dealing with patient concerns escalated through administration staff in real time where possible and/or escalate to the operational/unit managers or clinical lead.
- To liaise with clinicians and operational/unit managers to ensure that patient access standards are met and that timely and appropriate communication is undertaken with patients and service users.
Information and Governance
- To handle information with sensitivity and maintain confidentiality in respect of type of information obtained at all times.
- To report weekly, monthly and quarterly statutory requirements as required.
- To retrieve, up-date data/ information into electronic and manual information systems that record patient pathway management/progress/ issues.
- To ensure accurate pathway performance is captured and entered into the appropriate systems to fulfil evaluation requirements.
- To provide the management team forecast and trends and developments within waiting list sourcing and providing data when required.
- To ensure all patient information is kept confidentially in compliance with the Data Protection Act.
Service Improvements
- To identify and introduce changes for improving patient pathways flow systems, including recording trends and issues that block pathway systems.
- To monitor the effectiveness of patient pathways using Trust IT systems and act to improve the quality of performance information within the group.
- To validate and analyse data and produce ad hoc reports as directed by the group service managers.
- To assist group service managers in the collection, analysis and presentation of relevant metrics or performance data.
Relationships
Internal:
- Directorate General Manager and Deputy Manager
- Operational Managers
- Outpatient Service Manager and Administration Manager
- OPD and Elective Access Teams
- Cancer Clinical Nurse Specialist
- Clinical Teams
- Management Teams
- Secretarial, Administration and Apprentice Staff
- Lead Clinicians
- Consultants
- Medical Secretaries
- Theatre and Clinical Staff
- Cancer Navigators/Team
- Other Services and Trust Staff
External:
- Patient and members of the public
- Clinical Commissioning Groups and Commissioning Support Services
- NHS Trusts and Foundation Trusts
- NHS Improvement and NHS England
Special Requirements
- To work flexibly to meet the needs of the service
For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.
Job description
Job responsibilities
Patient Tracking
- To deputise for and support the unit managers in relation to patient tracking and performance targets as appropriate.
- Leading and developing a highly engaged administrative team and undertaking the whole range of line management responsibilities, including the introduction of new working practices and technology.
- To actively manage multiple times, targets and procedures for / patient access requirement for the directorate, from the point of referral to discharge within the boundaries of standards for access to healthcare services.
- To take continuous responsibility for the overall day to day monitoring and tracking of patients progress through their pathway(s).
- To undertake daily checks of access progress through verbal or written reports ensuring all patients are on track to be seen and appointed within the JAG/national targets for the specific care area.
- To manage elective access operational standard defaults and act upon any issues picked up from checking daily pathway progress reports with the unit managers.
- To ensure the effective flow of patients and escalating blocks in flow and capacity issues to the operational managers and escalate any need for patients to be brought back on track ensuring that clear timelines and actions are agreed and actioned.
- To ensure that patients flow through care pathways in a timely, safe and effective manner.
- To ensure that all group/specialty team referrals are connected to the appropriate pathway administration points to enable waiting time targets to be achieved.
- To produce an account of trends in flow blockages, reasons for potential breaches of waiting times to the service manager as appropriate.
- To provide a weekly update to the unit management to highlight any pathway delay or potential waiting time breaches for priority action and monitor outputs and outcomes.
- To attend weekly meetings to discuss progress and update on the position of speciality performance, in particular delayed pathway progress and causes, and take and monitor follow up actions as necessary.
Management and Team Leadership
- To provide support to the operational management team and lead clinicians to ensure that appropriate procedures are in place to monitor, maintain or amend the set quality standards, including capacity planning for specialties.
- To deputise for and support the unit managers as appropriate, in particular on the groups access agenda and achieving waiting list targets.
- To monitor current procedures and processes and provide regular reports to the operational and management team.
- To be responsible for the day-to-day line management of administrative staff and apprentices, encouraging effective team working, coordinating annual leave arrangements, mandatory training requirements and manage attendance and performance issues as necessary.
- To perform administrative staff duties to alleviate pressures within specialty teams as and when required.
- To introduce new ways of working and the use of technology as appropriate.
- To manage and co-ordinate the workload of the team to ensure right care pathway outcomes enhances group performance and meets relevant Trust targets.
- To ensure that the administrative team adopt administrative best practice, especially in respect of waiting list / patient access targets.
- To liaise with the operational managers and follow up on any issues related to patient waiting times.
- To be aware of and have a general understanding of relevant local / departmental policies and procedures and current issues in order to act as a point of contact for those who require information.
- To attend the group action plan meetings, operations meetings and PTL meetings as and when required, taking responsibility for providing and presenting information and taking actions appropriate to the role and team function.
- To provide data submissions required by external agencies to the designated worker within the group / access team.
- To monitor KPIs as necessary, including DNAs and complaint trends and undertake root cause analysis with service leads to action plan system/process improvements.
- To act as a link between consultants, medical secretaries, managers, and other staff for example clinic staff, elective access team, cancer services, external care providers, on issues relating to patient access and waiting list management and to co-ordinate action required to meet treatment initiatives.
- To adhere to governance principles including undertaking health and safety inspections and risk assessments as appropriate.
- To maintain an awareness of current issues and priorities within the department ensuring that key personnel receive appropriate and timely communication.
Customer Service
- To work closely with clinical teams and operational managers to ensure that patient booking and clinics are efficient and planned effectively and that patients have a positive user experience.
- To make sure that patients have a positive user experience, dealing with patient concerns escalated through administration staff in real time where possible and/or escalate to the operational/unit managers or clinical lead.
- To liaise with clinicians and operational/unit managers to ensure that patient access standards are met and that timely and appropriate communication is undertaken with patients and service users.
Information and Governance
- To handle information with sensitivity and maintain confidentiality in respect of type of information obtained at all times.
- To report weekly, monthly and quarterly statutory requirements as required.
- To retrieve, up-date data/ information into electronic and manual information systems that record patient pathway management/progress/ issues.
- To ensure accurate pathway performance is captured and entered into the appropriate systems to fulfil evaluation requirements.
- To provide the management team forecast and trends and developments within waiting list sourcing and providing data when required.
- To ensure all patient information is kept confidentially in compliance with the Data Protection Act.
Service Improvements
- To identify and introduce changes for improving patient pathways flow systems, including recording trends and issues that block pathway systems.
- To monitor the effectiveness of patient pathways using Trust IT systems and act to improve the quality of performance information within the group.
- To validate and analyse data and produce ad hoc reports as directed by the group service managers.
- To assist group service managers in the collection, analysis and presentation of relevant metrics or performance data.
Relationships
Internal:
- Directorate General Manager and Deputy Manager
- Operational Managers
- Outpatient Service Manager and Administration Manager
- OPD and Elective Access Teams
- Cancer Clinical Nurse Specialist
- Clinical Teams
- Management Teams
- Secretarial, Administration and Apprentice Staff
- Lead Clinicians
- Consultants
- Medical Secretaries
- Theatre and Clinical Staff
- Cancer Navigators/Team
- Other Services and Trust Staff
External:
- Patient and members of the public
- Clinical Commissioning Groups and Commissioning Support Services
- NHS Trusts and Foundation Trusts
- NHS Improvement and NHS England
Special Requirements
- To work flexibly to meet the needs of the service
For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.
Person Specification
Experience and Knowledge
Essential
- Substantial experience within the NHS
- Specialist knowledge of waiting list or Endoscopy management systems
- Knowledge of PAS systems and other relevant databases.
- Knowledge of administrative procedures
- Intermediate level knowledge of Microsoft office, including Word, excel, databases, intranet, internet.
Desirable
- Previous experience of managing and changing service
- Awareness of experience of how to manage change successfully.
- Significant experience in a management or supervisory role.
- Cancer Services knowledge and/or experience
Qualification(s) and Professional Training
Essential
- NVQ4 in a relevant subject to the role i.e. Business Administration or Leadership and Management or willingness to work towards
- Evidence of excellent IT skills to include complex databases
- Evidence of relevant continuing professional development
- AMPSAR qualification or evidence of extensive knowledge of medical terminology
Desirable
Personal Qualities
Essential
- Strong organisational and leadership skills
- Evidence of problem solving abilities
- Ability to manage work to a high standard
- To be able to set and meet targets within stated timescales
- Produce and implement new procedures and guidelines
- To conduct audits on workloads and develop and coordinate action plans accordingly.
Desirable
- Previous experience of managing/supervising individuals and / or teams
- Understanding of management and structure of Group
Personal Qualities
Essential
- Good team working skills
- Flexible approach to work
- Good interpersonal skills
- Able to manage others effectively and when necessary, deal with difficult and sensitive situations
Person Specification
Experience and Knowledge
Essential
- Substantial experience within the NHS
- Specialist knowledge of waiting list or Endoscopy management systems
- Knowledge of PAS systems and other relevant databases.
- Knowledge of administrative procedures
- Intermediate level knowledge of Microsoft office, including Word, excel, databases, intranet, internet.
Desirable
- Previous experience of managing and changing service
- Awareness of experience of how to manage change successfully.
- Significant experience in a management or supervisory role.
- Cancer Services knowledge and/or experience
Qualification(s) and Professional Training
Essential
- NVQ4 in a relevant subject to the role i.e. Business Administration or Leadership and Management or willingness to work towards
- Evidence of excellent IT skills to include complex databases
- Evidence of relevant continuing professional development
- AMPSAR qualification or evidence of extensive knowledge of medical terminology
Desirable
Personal Qualities
Essential
- Strong organisational and leadership skills
- Evidence of problem solving abilities
- Ability to manage work to a high standard
- To be able to set and meet targets within stated timescales
- Produce and implement new procedures and guidelines
- To conduct audits on workloads and develop and coordinate action plans accordingly.
Desirable
- Previous experience of managing/supervising individuals and / or teams
- Understanding of management and structure of Group
Personal Qualities
Essential
- Good team working skills
- Flexible approach to work
- Good interpersonal skills
- Able to manage others effectively and when necessary, deal with difficult and sensitive situations
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.
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).
Additional information
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.
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).
