Administrative Support

Job Details

Permanent, full‑time Grade 2 position based at County Hospital in Stafford. Working hours are 37.5 per week, Monday to Friday 8 AM – 5 PM. Annual salary is £25,272.

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. To use all the Trust’s systems including ERS (Electronic Referral Service), Patient Administration System, Savience, and any other systems to achieve a smooth pathway for the patient alongside accurate safe data quality collection. All staff are responsible for ensuring that their practice and documentation is consistent with the Patient Access Policy and that the systems support an effective Patient Access Procedure Manual.

Accurate recording of the outcomes from clinic admissions is paramount for patients covered by the 18‑week pathway (Referral to Treatment) and ongoing pathways. UHNM has adopted a learn‑based improvement methodology. Building capability in the “Improving Together” approach is a key organisational priority. Delivery of Administrative Support services will provide an opportunity to apply this approach in practice. As Admin Support you will be expected to actively support the application of the “Improving Together” approach in delivering the outputs.

• Undertake clerical duties, including providing and receiving routine information and communicating tactfully with patients and reception staff about appointments or any other queries deemed necessary.
• Handle enquiries where there may be barriers to understanding.
• Deal with appointment queries and communicate factual routine information to patients, relatives (with consent) and external and internal bodies.
• Communicate closely with system administrators on a daily basis, updating them on slot issues, patient queries, and providing feedback on allocated work.
• Ensure that all available capacity is fully utilised.
• Take instruction from the Clinic administrator to deliver an effective and efficient booking service.
• Organise own workload, coordinate and adjust ongoing clinic appointments.
• Input data onto Careflow and other Trust systems and software.
• Contact patients/clients, carers and other visitors when booking 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 and Trust Policies where appropriate.
• Complete mandatory training annually as required and maintain a clean and tidy work area.
• Maintain equipment, resources and stock control; demonstrate duties to less experienced/new staff including trainee clerical officers on rotation.
• Search for patients using the PAS to ensure correct identification.
• Ensure that appointments are appropriately booked in Careflow and that short‑notice bookings are notified to health records immediately.
• Undertake audits such as customer satisfaction surveys.
• Work within established procedures, employing tact and diplomacy with patients and staff; refer to a supervisor for issues beyond capacity.
• Sit for data input for prolonged periods when booking, cancelling, rescheduling patient appointments.
• Maintain concentration despite regular interruptions during the working day.
• Deal with irate patients/customers and telephone complaints, referring to a supervisor when necessary.
• Occasionally be exposed to emotional or distressing circumstances and handle telephone complaints.
• Work with a computer screen for substantial portions of the day.

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites – Royal Stoke in Stoke‑on‑Trent and County Hospital in Stafford – we serve around three million people and…