Administrative Support in Kingstone

The closing date is 18 June 2026. At present, University Hospitals of North Midlands is unable to offer visa sponsorship for Band 2 to Band 4 roles, as these positions do not meet the minimum salary and skill thresholds required under UK Visas and Immigration (UKVI) regulations.

To ensure that the patient journey from receipt of referral to appointment in clinic and any subsequent follow up appointment is patient focused, efficient and effective, the role involves using all Trust systems including ERS (Electronic Referral Service), Patient Administration system, Savience, and others to achieve a smooth pathway for the patient alongside accurate and safe Data Quality collection. All staff are responsible for ensuring that their practice and documentation is consistent with the Patient Access Policy and that systems are followed to support the effective Patient Access Procedure Manual. Accurate recording of outcomes from clinic admissions is paramount for patients covered by the 18 weeks pathway (Referral to Treatment) and ongoing pathways. UHNM has adopted a learning based improvement methodology. Building capability in our "Improving Together" approach is a key organisational priority. Delivery of Administrative Support services will provide an opportunity to apply this approach in practice.

Main duties of the job

• To undertake clerical duties, including providing and receiving routine information requiring tact or persuasive skills.
• Communicate tactfully with patients and reception staff about appointments or any other queries deemed necessary.
• Deal with enquiries where there may be barriers to understanding.
• Deal with all appointment queries communicating factual routine information to patients, relatives (with consent), and external and internal bodies.
• Communicates closely with the system administrators on a daily basis, updating them on any slot issues, patient queries, and ensuring that feedback is given on any work that has been allocated daily.
• Ensuring that all available capacity is fully utilised.
• Take instruction from the Clinic administrator to deliver an effective and efficient booking service.
• Organises own workload, coordinates and adjusts ongoing clinic appointments.
• Input data onto Careflow and other Trust systems and software.
• Come into contact with patients/clients, carers and other visitors when booking patients' appointments over the telephone.
• Provide non-clinical advice and information to patients and relatives.
• Seek advice when required regarding certain patient enquiries.
• Be responsible for first line complaints.
• Follow Standard Operating Procedures where appropriate and Trust Policies as appropriate.
• Be responsible for completing mandatory training annually as required.
• Required to ensure own work area is kept clean and tidy.
• Have a personal duty of care in relation to equipment, resources and maintain stock control.
• Will demonstrate duties to less experienced/new staff, including trainee clerical officers on rotation.
• Search for patients using the PAS to ensure the correct patient is identified.
• Ensure appointments are appropriately booked in Careflow and that short notice bookings are notified to health records immediately to ensure the timeliness of health record availability.
• Undertake audits as necessary to own work, for example customer satisfaction surveys.
• Work within well established procedures and supervision is close by for most activities.
• Is expected to employ tact and diplomacy with all patients and staff when dealing with problems encountered and to refer to a supervisor if necessary to resolve issues beyond their capabilities.
• Will be sitting for data input for prolonged periods when booking, cancelling, and rescheduling patient appointments.
• Requires concentration with regular interruptions during the working day. Work pattern is predictable.
• May have to deal with irate patients/customers, i.e. complaints over the telephone.
• Will occasionally be exposed to emotional or distressing circumstances and will deal with telephone complaints if required, referring to a supervisor when necessary.
• Will be working with a computer screen throughout a proportion of the day.

Person Specification

• 5 GRADE C OR ABOVE in GCSE TO INCLUDE MATHS AND ENGLISH
• PREVIOUS CUSTOMER SERVICE IN PREFERABLY NHS ENVIRONMENT
• Previous Experience
• GOOD KNOWLEDGE OF IT
• Previous experience of inputting data correctly
• 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.