Administration Manager - Patient Access

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Detailed job description and main responsibilities

As an Administration Manager, you will deputise on behalf of the Operations & Performance Manager of the Booking Centre, supporting the effective daily tasks and will act as the first point of call for any service escalations, issues and risks raised by the team. You will be required to work with management to resolve matters requiring escalation, providing subject matter expertise to enable effective response and delivery.

The role will consist of co-ordinating the service within the Booking Centre alongside acting as a source of advice and guidance regarding the service. Additionally, we would expect you to provide support to the Management Team in developing and maintaining an effective and efficient administrative service which meets departmental, Trust and national standards, policies, and procedures.

You will need to be proficient in the use of standard Microsoft Office packages. In addition to this, experience in the use of patient administration systems would be advantageous.

This will require:

• Acting as a resource for staff, advising on National, Trust and Departmental Administration policies and procedures.
• Participation in the developing and updating of current local and Trust wide training packages in line with National guidance.
• Participate in strategic, service provider and Trust/Divisional/Departmental meetings, assuming responsibility for administration issues and the impact on resources.
• Responsibility for departmental performance including participation in the setting of objectives and standards.
• Representing the department in appropriate forums.
• Continuous review/updating of administration policies and procedures and supporting documentation and or systems.
• Participating in implementing and developing new processes and guidance for an efficient and effective operation of processes within the Department and Trust.
• Liaising with local ICT helpdesk to raise technical issues relating to relevant departmental IT systems.
• Liaising with Local CCG's, GP surgeries, leads and specialties to ensure issues are resolved and information is communicated between the Trust and its partners.
• Acting as the first point of call for any e-Referral Service escalations, issues and risks raised by the team.

You will have a specialized area of focus; however, will be expected to provide cross-cover support as required to the Department.

• To deputise on behalf of the Operations and Performance Manager of Patient Access supporting the effective daily operation of the department.
• Acting as the lead for managing recruitment, retention and selection of administrative staff including preparation of the appropriate documentation.
• Assuming first line management responsibility in dealing with sickness reviews, disciplinary, capability and grievance issues as required.
• Co-responsibility for the education and development of the administrative staff including undertaking some Personal Development Reviews.

To ensure an effective internal and external communication system within the department and Trust wide.

• Provision of an effective communication system both within the team and to internal and external agencies.
• Providing and improving services in line with Trust objectives and nationally agreed initiatives.
• Motivating and persuading staff regarding changes to procedures and current practice.
• Monitoring and providing reports to Senior Team in line with KPI.
• Monitoring and assisting with the investigation of complaints in line with Trust guidelines, policies and procedures, instigating any immediate action required for reasons of health, safety and security.

To continually contribute to patient and business improvement agendas.

• Undertaking any project work as directed, including obtaining information from the Internet, collation, manipulation and reporting of data in order to produce reports and spreadsheets.
• Utilising relevant Trust IT systems, as determined by the role, ensuring all relevant patient data is collected and input accurately in line with Trust guidelines.
• Share ideas for potential service improvement.

For further details of the job role please see attached job description.

Person specification

Qualifications

Essential criteria

• See supporting documents

Experience

Essential criteria

• See supporting documents

Desirable criteria

• See supporting documents

Knowledge

Essential criteria

• See supporting documents

Desirable criteria

• See supporting documents

To ensure that we provide world-class patient care, UHCW recruits people that can demonstrate the Trust's Values and Behaviours in their everyday life. Therefore, if you are invited to interview, you will be undertaking a Values Based Interview/Assessment, which explores not only what you do but how and why you do it.

The Trust is committed to Equal Opportunities within the workplace. All vacancies will be considered for Job Share unless otherwise stated. All applicants who have a disability and who meet the minimum criteria for the job will be interviewed.

In submitting an application form, you authorise University Hospital Coventry & Warwickshire NHS Trust to confirm from your previous or current NHS employer and other prior employers; previous NHS service details and personal data held about you, including Occupational Health data (inoculations and screening tests).

UHCW NHS Trust, by virtue of its Green Plan, is committed to ensuring that the way we provide services minimises the impact on the environment and the future health of the public e.g. zero waste to landfill, reducing our carbon footprint and increasing our recycling and reuse percentages.

If you are successful at interview you will receive a conditional offer of employment and we'll ask you for information so that we can carry out pre-employment checks. You must successfully complete all pre-employment checks to progress to a final unconditional offer.

We must confirm the identity of our staff and their right to work in the United Kingdom. We will ask you to submit proof of your identity and right to work documents via a secure digital platform approved by the Home Office, named TrustID. Alternatively, you may be asked to attend our office with original documents.

Depending on your level of exposure with patients you may be required to undertake a Standard or Enhanced DBS. The cost of this check will be charged to you and will be deducted from your salary over the first 3 months of employment at the current rate.

All correspondence will be sent by email; please check your account regularly including your Junk/SPAM folders.

Employer certification / accreditation badges

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

• Job Description (PDF, 480.3KB)
• Candidate Information (PDF, 406.1KB)
• UHCW PostCard (PDF, 87.3KB)
• How to complete an application form & Values Fact Sheet (DOCX, 874.6KB)
• Welcoming Applicants with a Disability (PDF, 53.2KB)