Senior Administration Officer

• To assist with the implementation and maintain an efficient office management system/procedures to enable the Department to optimize their standards of service.
• Deal with all telephone calls relating to the outpatient appointment, ensuring all calls are dealt with in a polite, pleasant and professional manner.
• Book new and follow-up appointments according to the Patient Access policy ensuring that all appointments are made within waiting time targets.
• Maintain high quality standards by ensuring that the data entered onto Trust systems is accurate, complete and up to date. Systems include Electronic Patient Record (EPR)
• Obtain confidential information from patients or their relatives and record this on the hospital's computerised system.
• Supporting team members within department which will require undertaking appropriate training to provide cross-cover on a reciprocal basis in the absence of colleagues.
• Ensure that your work area and equipment and left in good working condition on a daily basis
• Ensure that all Trust wide standards are maintained and monitored to improve the quality and total care to all who come in contact with services provided by University Hospitals Coventry & Warwickshire NHS Trust.
• Comply with the principles of risk management including health and safety legislation, promoting high standards and acting immediately on hazards or unsafe practices in conjunction with other staff.

Essential

• NVQ3 in Administration or equivalent or working towards.
• Basic numeracy or literacy qualifications

Essential

• Working in a senior administrative role
• Experience in dealing with complex telephone calls.
• Experience of listening and questioning with an ability to manage challenging situations
• Good keyboard skills
• Takes ownership of customer queries and complaints.
• Ability to communicate appropriately and effectively with clarity both verbally and in writing.

Desirable

• NHS or Public Sector Experience.

Essential

• Working knowledge of Microsoft Office packages i.e. Outlook, Word, Excel.Good communication
• Good understanding of general office working procedures.

Desirable

• Awareness of current issues within the NHS.
• Knowledge of patient management systems.

Essential

• Good organisational skills.
• Sound decision making skills.
• Able to present information to others.
• Excellent level of verbal and written communication.
• Able to use judgement and initiative to provide information and support.
• Able to apply tact and sensitivity to establish trust and confidence.
• Empathetic approach to managing and resolving enquiries.
• Attention to detail.
• Able to work efficiently but accurately.
• Able to work as part of a team.
• Able to prioritise workload.
• Able to handle multiple tasks successfully.
• Able to remain calm under pressure

Desirable

• Willingness to work in a very busy environment
• Looking for development opportunities

Essential

• Must be able to demonstrate behaviours consistent with the Trust's values. (As detailed in UHCW's Values in Action document below)
• Applicants applying for job roles with managerial responsibility will be required to demonstrate evidence of promoting equal opportunities through work experience