Job Description

To assist in the provision of an effective administrative service to support clinical departments and teams.
Schedule appointments into appropriate clinical sessions under the supervision of the coordinator/ team leader.
To schedule patients clinics using the criteria set by the Trust and the clinical specialty, identifying capacity shortfalls.
Working in conjunction with colleagues, service users and stakeholders to provide an efficient clerical support service, ensuring this is patient focused and patients receive a compassionate and professional service.
Main duties of the job
*Liaise with staff, patients and external agencies, such as GP's, Dentist's etc
*Provide patients with support, non-clinical advice and information on a range of issues including appointment queries
*Notify patients of new or changes to appointments
*Be sympathetic and sensitive to the requirements of staff, patients and other service users when communicating by telephone or face to face, including dealing with a difficult situation, e.g. aggressive or demanding behaviour; escalating conflict situations where necessary
*Provide excellent telephone skills accurately recording telephone messages and other enquiries and refer as appropriate
*Attend admin team / departmental meetings on a regular basis. Contribute to building effective teamwork in exchanging views, ideas and communicating effectively
*Maintain confidentiality at all times adhering to Caldicott Guidelines and Data Protection Act
*Analytical and Judgemental Skills / Freedom to Act
*Ability to make decisions and take actions within the team relating to routine enquiries, whilst receiving support and supervision
*Ability to recognise situations that should be referred onto the Supervisor / Line Manager and take prompt and appropriate action
*Highlight capacity shortfalls in appointment availability / clinical areas and escalate to supervisor / team leader
About us
University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.
Details
Date posted
04 September 2025
Pay scheme
Agenda for change
Band
Band 2
Salary
24,465 to 24,465 a year
Contract
Permanent
Working pattern
Full-time, Flexible working
Reference number
304-1094876
Job locations
Queen Elizabeth Hospital
Mindelsohn Way
Birmingham
West Midlands
B15 2TH
Job description
Job responsibilities
*Please Note : For a detailed job description for this vacancy, please see attached * Job description
Job responsibilities
*Please Note : For a detailed job description for this vacancy, please see attached *
Person Specification
Qualifications
Essential

• Good General Education (e.g. GCSE English and Maths A-C) or GCSE Level 9-4

Experience
Essential

• Experience of working with a range of Microsoft Office packages (eg. Word, Excel and Outlook)
• Experience of using IT systems
• Experience of working in a busy office/customer care environment

Desirable

• *Experience of working in Healthcare

Additional Criteria
Essential

• *Good communication / customer care skills both written and verbal demonstrating sympathy and compassion
• *Standard keyboard / IT skills
• *Good organisation skills and ability to multitask
• *Good time management skills
• *Ability to deal professionally with enquiries from staff, service users and stakeholders
• *Ability to problem solve
• *Understand confidentiality and apply the principles in every day working practice
• *Ability to pay attention to detail where there are predictable interruptions to the work pattern
• *Ability to deal with stressful situations and sensitive issues
• *Work effectively and flexibly as part of a team to meet the needs of the services
• *Confident in dealing with people at all levels
• *Must be able to demonstrate an understanding of equality and diversity
• *Ability to travel to multiple sites
• *The post holder will have the ability to pay attention to detail where there are predictable interruptions to the work pattern
• *Ability to work under pressure and deal with stressful situations

Desirable

• *Ability to handle cash

Person Specification
Qualifications
Essential

• Good General Education (e.g. GCSE English and Maths A-C) or GCSE Level 9-4

Experience
Essential

• Experience of working with a range of Microsoft Office packages (eg. Word, Excel and Outlook)
• Experience of using IT systems
• Experience of working in a busy office/customer care environment

Desirable

• *Experience of working in Healthcare

Additional Criteria
Essential

• *Good communication / customer care skills both written and verbal demonstrating sympathy and compassion
• *Standard keyboard / IT skills
• *Good organisation skills and ability to multitask
• *Good time management skills
• *Ability to deal professionally with enquiries from staff, service users and stakeholders
• *Ability to problem solve
• *Understand confidentiality and apply the principles in every day working practice
• *Ability to pay attention to detail where there are predictable interruptions to the work pattern
• *Ability to deal with stressful situations and sensitive issues
• *Work effectively and flexibly as part of a team to meet the needs of the services
• *Confident in dealing with people at all levels
• *Must be able to demonstrate an understanding of equality and diversity
• *Ability to travel to multiple sites
• *The post holder will have the ability to pay attention to detail where there are predictable interruptions to the work pattern
• *Ability to work under pressure and deal with stressful situations

Desirable

• *Ability to handle cash

Skills Required