Booking Coordinator Manchester

Location: Bright Building, Manchester Science Park, flexible office/home-based arrangements with a minimum of 2-3 days office-based or site-based working per week. Hours of work: 37.5 hours per week (part time available).

About NWEH: NWEH specialise in delivering clinical trials driven by Electronic Health Record (EHR) data. We are the world leaders in this field. By maintaining close relationships with academia and the NHS whilst working alongside global pharmaceutical companies we create new market standards for the evaluation of healthcare interventions. Located within Manchester Science Park, NWEH are looking for talented, innovative, and passionate people. This is an excellent opportunity to join a pioneering organisation, helping to redefine how electronic healthcare data is used to benefit patients and facilitate new models of clinical research.

Job purpose: The Booking Administrator will play a key support role within the patient contact team, providing cover and assistance during peak activity periods and staff absences to help maintain smooth service delivery. The primary focus of the role is to support the team in the day-to-day management of the booking management system, ensuring appointments are scheduled accurately and the system operates efficiently. This will include reviewing and checking bookings for errors or inconsistencies, monitoring reports to identify trends or issues, and taking appropriate action to resolve problems or escalate them when necessary. The post holder will help ensure data integrity, system performance, and effective patient access by maintaining high standards of booking administration and supporting continuous improvement across the service.

Responsibilities:

• Provide administrative support to the patient contact team, offering cover during periods of high demand, peak activity, and staff absence to ensure continuity of service.
• Support community team leads in the effective day-to-day management and oversight of the electronic Clinical Trial Management System (CTMS) and Booking Management System (BMS).
• Monitor system performance to ensure bookings are processed accurately and workflows are functioning correctly.
• Review and reconcile duplicate visit entries, ensuring data accuracy and integrity across systems.
• Monitor and manage out-of-window (OOW) visits and adjust appointments booked outside of recruitment windows in line with study protocols.
• Identify overdue appointments and coordinate appropriate follow-up actions.
• Coordinate and reschedule participant appointments as required, ensuring minimal disruption to study timelines and service delivery.
• Generate, analyse, and manage BMS and related system reports to identify trends, discrepancies, or areas requiring action.
• Resolve booking and system-related issues promptly, escalating complex problems to the appropriate teams where necessary.
• Facilitate and coordinate issue resolution between BMS, CS teams, the MI team, and other relevant stakeholders.
• Communicate appointment updates and changes to screening units and other operational teams in a timely manner.
• Maintain and update study tracking logs and other administrative records to support accurate reporting and oversight.
• Manage and resolve pharmacy-related queries in collaboration with relevant teams.
• Ensure compliance with organisational policies, data protection requirements, and study protocols at all times.
• Maintain confidentiality and adhere to relevant data protection, governance, GCP and organisational policies at all times.
• Ensure compliance with NWEH and local policies/guidelines and Standard Operating Procedures (SOPs) to ensure all procedures are followed correctly.

Person Specification:

Essential:

• Minimum 5 GCSEs including English and Maths (or equivalent).
• Evidence of strong IT skills using Word, Excel and Outlook.
• Experience of working in a target-based environment.
• Strong time management and organisational skills.
• Excellent communication and interpersonal skills.
• Excellent telephone manner.
• Attention to detail and accurate data entry skills.
• Ability to remain calm whilst working under pressure.
• Ability to manage multiple tasks and changing priorities.
• Ability to empathise and engage with patients.
• Demonstrable problem-solving skills and solution focused.
• Highly pro-active and motivated by targets.
• Full driving licence and willingness to use own car (mileage recompensed following policy) and insure car for business use.
• Demonstrate a positive and flexible approach.
• Willing to undertake Disclosure and Barring Service (DBS) check.

Desirable:

• Understanding of the healthcare sector.
• Knowledge of NHS Research and Development.
• Knowledge of Good Clinical Practice.

Benefits:

• 27 days annual leave, increases with length of service.
• Hybrid working policy.
• Flexible working hours.
• Health cash plan.
• Wellbeing support.
• Life assurance.
• Stakeholder pension scheme.
• Positive and supportive environment.
• Access to training resources.