Job summary
Administrative processes underpin all our clinical activity at UCLH, which means our dedicated and enthusiastic patient administration workforce is vital to the delivery of first-class care.The role of Administration Coordinator is an integral part of the multidisciplinary team working in the Multiple Sclerosis service and combines administration supporting the clinical and admin/pathway team. The post holder is also required to support the team with booking appointments, answering patient queries, and ensuring that the administration runs smoothly and efficiently for each clinician.
The post holder will be required to work closely with other members of the administrative team and clinical teams, including managers, administrators, nursing and medical staff. This will also include liaising with a range of staff internally and externally across partner and external organisations.
Main duties of the job
o Communication and patient liaisonThis will include communicating clearly and effectively with the multidisciplinary team, patients, and their families, responding to telephone and email correspondence in a timely manner, acting as a point of contact for the department and specialty, and using developed communication skills to deal with stressful situations and patient complaintso Co-ordinating careThis will include receiving and registering referrals, and booking appointments for patients in line with the Trust's Elective Access Policy, proactively monitoring the patient pathway to identify potential delays, taking part in PTL meetings, and ensuring adequate preparation for clinics or admissions.o Supporting clinical teamsThis will include acting as secretariat for specialty meetings, providing diary management and support to the clinical team and supporting them on Trust administrative processes.o Data management and qualityThis will include ensuring patient demographic data is correct and that data capture is accurate and timely, proactively identifying trends and taking action to address them, and administering and maintaining all relevant hospital information systems.o Supervisory and people responsibilitiesThis will include providing supervision to administrative assistants, including delegating tasks and duties, providing training to colleagues, cascading information within the team, and providing cross cover for other administrative staff.
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.
Job description
Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
Come and be a part of the best NHS trust in England to work for, according to our staff*
* UCLH top trust to work at in England - In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the third year in a row.
UCLH recognises the benefits of flexible working for staff To find out more, visit: Flexible working.
To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?
Job description
Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
Come and be a part of the best NHS trust in England to work for, according to our staff*
* UCLH top trust to work at in England - In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the third year in a row.
UCLH recognises the benefits of flexible working for staff To find out more, visit: Flexible working.
To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?
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.
Skills and Abilities
Essential
- Ability to make decisions in a constantly changing environment (e.g. clinic setting) using judgement to deal with queries or escalate where necessary.
- Advanced keyboard skills, and competent use of IT.
- Able to deal with sensitive information with tact, diplomacy and understanding.
Communication
Essential
- Able to communicate clearly and sensitively with a wide range of patients, in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients or relatives).
Personal and People Development
Essential
- Able to work independently, managing own workload, prioritising tasks and allocating work appropriately to others.
- Able to induct new staff into the department, providing training to new colleagues.
- Able to supervise a team of colleagues, providing day to day supervision and support, including delegating tasks and work allocation.
- Willingness to continue to learn and develop in the role, taking part in learning and development activities in line with the Trust's Admin Staff learning and development framework
Specific Requirements
Essential
- Flexible approach to shift patterns and location, including flexibility regarding working hours (e.g. early mornings, evenings and weekends).
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.
Skills and Abilities
Essential
- Ability to make decisions in a constantly changing environment (e.g. clinic setting) using judgement to deal with queries or escalate where necessary.
- Advanced keyboard skills, and competent use of IT.
- Able to deal with sensitive information with tact, diplomacy and understanding.
Communication
Essential
- Able to communicate clearly and sensitively with a wide range of patients, in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients or relatives).
Personal and People Development
Essential
- Able to work independently, managing own workload, prioritising tasks and allocating work appropriately to others.
- Able to induct new staff into the department, providing training to new colleagues.
- Able to supervise a team of colleagues, providing day to day supervision and support, including delegating tasks and work allocation.
- Willingness to continue to learn and develop in the role, taking part in learning and development activities in line with the Trust's Admin Staff learning and development framework
Specific Requirements
Essential
- Flexible approach to shift patterns and location, including flexibility regarding working hours (e.g. early mornings, evenings and weekends).
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).
Employer details
Employer name
University College London Hospitals NHS Foundation Trust
Address
National Hospital for Neurology & Neurosurgery, UCLH
Queen Square
London
WC1N 3BG
Employer's website
https://www.uclh.nhs.uk (Opens in a new tab)
