Administration Co-ordinator

Overview 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

• Communication and patient liaison: This 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 complaints.
• Co-ordinating care: This 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.
• Supporting clinical teams: This will include acting as secretariat for specialty meetings, providing diary management and support to the clinical team and supporting them on Trust administrative processes.
• Data management and quality: This 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.
• Supervisory and people responsibilities: This 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.

Working for our organisation 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.

Detailed job description and main 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

• 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.
• NVQ Level 4 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.

Experience

• 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.
• Previous NHS experience, or experience of working in a healthcare setting.

Skills and Abilities

• 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

• 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

• 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

• Flexible approach to shift patterns and location, including flexibility regarding working hours (e.g. early mornings, evenings and weekends).

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 NHS Acute Trust to work for in the whole of England.

At UCLH we take equality of opportunity seriously and are committed to being a diverse and inclusive employer, with a culture that creates a real sense of belonging and trust. It is our fundamental aim, to recruit, retain and promote a diverse mix of people who are representative of our local communities. Applications are encouraged from candidates of all backgrounds, cultures, and perspectives to support our world class research, innovation and creativity.

UCLH recognises the benefits of flexible working for staff and has a dedicated policy which allows staff to apply for flexible working right from the beginning of employment. For more information please go to:

We offer our permanent staff an interest free season ticket loan for travel, all our staff have access to free independent and confidential support, large retail discounts, a staff discount platform, cycle to work scheme and on-site accommodation to name a few.

Additionally, UCLH Arts and Heritage's staff wellbeing programme, Creative Comfort, offers a variety of ways to engage with the arts as a member of UCLH staff. You can try out the weekly choir, weekly art club and join the Culture Club for exclusive access to free and discounted tickets for opera, exhibitions, theatre and more.

We recognise, reward and thank colleagues by nominating them for our annual Celebrating Excellence Awards, which are funded by UCLH Charity.

We are also members of which offers discounts on high street retail stores, offers on travel deals, and also to take advantage of cash back schemes.

This vacancy may close before the current listed closing date. You are advised not to delay submitting your completed application.

Please note that all correspondence regarding your application will be via email. The emails will be sent to you via TRAC.jobs and not via NHS Jobs, we encourage you to check your inbox regularly.

Please note that if you have not heard from us within 3 weeks of the closing date of the advert to assume that you have not been shortlisted on this occasion.

The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.
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