Job summary
This is an exciting opportunity to join the Maternity Booking Team.
This role will involve overseeing and supporting the Maternity Referrals process (registering new patients onto EPIC, booking their appointments and ultrasound scans in line with national guidance, speaking to patients etc.) and answering the Maternity Appointments Phone Line (taking calls from patients about appointment changes, requests, questions etc.).
You will be managing any appointment escalations as well as identifying and coordinating work on the EPIC workqueues. This role will have a direct impact on our patients experiences and will also involve rescheduling and cancelling clinics when needed and responding to EPIC in-basket and email inbox queries.
This role will also be managing any patient/clinician escalations and be responsible for the Maternity Booking Team Rota.
It will also involve jointly manning the Maternity phone tree, pulling notes where required and printing and sending appointment letters if needed.
Main duties of the job
This is a great opportunity to work with maternity clinicians and impact on patient experience within Women's Health.
The ideal candidate for this role will be reliable and have a background in outpatient administration, you will also have a 'can-do' attitude and enjoy working with people.
The main duties of the role include:
- Managing maternity booking team referrals
- Admin team management
- Liaising with a multi-disciplinary team of clinicians and administrators
- Interacting with patients including resolving queries and complaints in person, via email or telephone
- Participating in service improvement projects
- Epic Work queue and waiting list management.
- Managing service escalations and MBT rota
- Ordering stock
- Cross-cover with MBT admin team
About us
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:
- University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
- National Hospital for Neurology and Neurosurgery
- Royal National ENT and Eastman Dental Hospitals
- University College Hospital Grafton Way Building
- Royal London Hospital for Integrated Medicine
- University College Hospital Macmillan Cancer Centre
- The Hospital for Tropical Diseases
- University College Hospital at Westmoreland Street
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
At UCLH, we have a real 'One Team' ethos, and our values - safety, kindness, teamwork and improving, are central to the way we work. This is supported by our staff, who voted us as the #1 NHS Acute Trust to work for in the whole of England.
Job description
Job responsibilities
An exciting opportunity has arisen to join UCLHs Elizabeth Garrett Anderson (EGA) Wing, which provides comprehensive, high-quality care with the latest technology for women and their babies in the areas of maternity and neonatal care.
We are seeking a bright and enthusiastic individual to join our admin service to work on the maternity booking team. This is a permanent, full-time role working 37.5 hours a week.
The successful applicant will be patient focused with excellent customer care skills and a keen eye for detail. They will enjoy daily interactions with patients, visitors and multidisciplinary hospital staff.
We are looking for candidates who are seeking an opportunity to enhance their skills and knowledge across the different areas to be covered. The work will be interesting and varied, giving good grounding for career progression.
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Job description
Job responsibilities
An exciting opportunity has arisen to join UCLHs Elizabeth Garrett Anderson (EGA) Wing, which provides comprehensive, high-quality care with the latest technology for women and their babies in the areas of maternity and neonatal care.
We are seeking a bright and enthusiastic individual to join our admin service to work on the maternity booking team. This is a permanent, full-time role working 37.5 hours a week.
The successful applicant will be patient focused with excellent customer care skills and a keen eye for detail. They will enjoy daily interactions with patients, visitors and multidisciplinary hospital staff.
We are looking for candidates who are seeking an opportunity to enhance their skills and knowledge across the different areas to be covered. The work will be interesting and varied, giving good grounding for career progression.
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Person Specification
Knowledge and Qualifications
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- Knowledge of the full range of administrative procedures, acquired through training and previous experience of working in an administrative environment.
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
Desirable
- NVQ Level 4 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
Experience
Essential
- Experience of working in a non-routine environment, with demonstrable evidence of problem solving and resolving issues as they arise (acquired through experience and/or training to Vocational level 4 or equivalent).
- Experience of working in a customer facing environment, resolving queries and using initiative to ensure first-class service delivery.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
Person Specification
Knowledge and Qualifications
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
- Knowledge of the full range of administrative procedures, acquired through training and previous experience of working in an administrative environment.
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
Desirable
- NVQ Level 4 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
Experience
Essential
- Experience of working in a non-routine environment, with demonstrable evidence of problem solving and resolving issues as they arise (acquired through experience and/or training to Vocational level 4 or equivalent).
- Experience of working in a customer facing environment, resolving queries and using initiative to ensure first-class service delivery.
Desirable
- Previous NHS experience, or experience of working in a healthcare setting.
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).
