Scheduling and Booking Administration Manager

Scheduling and Booking Administration Manager NHS AfC: Band 5 Main area Operational Management - Scheduling and Booking Grade NHS AfC: Band 5 Contract Permanent Hours Full time - 37.5 hours per week Job ref 218-AC-B5-

Site University Hospital of Coventry and Warwickshire Town Coventry Salary £32,073 - £39,043 pro rata per annum Salary period Yearly Closing 06/11/:59

Job overview To manage outpatient booking administration systems, processes and staff, ensuring the delivery of an effective, efficient and patient-focused booking service. The post holder will lead the day-to-day management of booking teams, supporting the achievement of operational performance standards,patient access targets and service objectives.

The post holder will make informed decisions within their sphere of responsibility, ensuring booking practices, waiting list management and administrative processes meet departmental, Trust and national standards. The role will act as a key source of advice, guidance and operational support relating to booking processes, patient pathways and service performance.

Please note this vacancy is not eligible for sponsorship.

Please be advised that interviews will take place week commencing 16th November 2026.

Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received.

Main duties of the job Please see the JD and PS document for further information.

• Lead the day-to-day management of booking teams and associated administrative functions.
• Ensure appointments are booked in accordance with Trust access policies and clinical prioritisation requirements.
• Monitor booking backlogs, work queues and waiting lists to ensure timely patient access.
• Support effective utilisation of clinic capacity through proactive management of available appointments.
• Ensure cancelled appointments are rebooked within agreed timescales.
• Oversee the management of appointment outcomes and pathway progression.

Working for our organisation University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.

We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.

Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.

By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.

The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.

Detailed job description and main responsibilities

• To assume overall responsibility for the operational management of outpatient bookingadministration services, ensuring effective appointment scheduling, waiting list managementand patient pathway administration across designated specialties. This will require:
• Lead the day-to-day management of booking teams and associated administrative functions.
• Ensure appointments are booked in accordance with Trust access policies and clinical prioritisation requirements.
• Monitor booking backlogs, work queues and waiting lists to ensure timely patient access.
• Support effective utilisation of clinic capacity through proactive management of available appointments.
• Ensure cancelled appointments are rebooked within agreed timescales.
• Oversee the management of appointment outcomes and pathway progression.
• Acting as a resource for staff, advising on National, Trust and Departmental Administration policies and procedures.
• Participation in the developing and updating of current local and Trust wide training packages in line with National guidance.
• Participate in strategic, service provider and Trust/Divisional/Departmental meetings, assuming responsibility for administration issues and the impact on resources.
• Responsibility for departmental performance including participation in the setting of objectives and standards.
• Representing the department in appropriate forums.
• Continuous review/updating of administration policies and procedures and supporting documentation and or systems.
• Participating in implementing and developing new processes and guidance for an efficient and effective operation of processes within the Department and Trust.
• Liaise with local ICT helpdesk to raise technical issues relating to relevantdepartmental IT systems.
• Acting as the lead for managing recruitment, retention and selection of administrative staff including preparation of the appropriate documentation.
• Assuming first line management responsibility in dealing with sickness reviews, disciplinary, capability and grievance issues as required.
• Co Responsibility for the education and development of the administrative staff including undertaking some Personal Development Reviews.

Key Result Areas and Performance

• Support compliance with Referral to Treatment (RTT) pathways and national access standards.
• Monitor waiting list validation activities and ensure administrative actions are completed within agreed timescales.
• Escalate capacity, demand or pathway concerns to operational leads.
• Provide operational oversight of patient tracking processes and exception reporting.
• Work collaboratively with clinical teams to maximise utilisation and reduce avoidable delays in patient care.
• Produce and analyse reports relating to clinic utilisation, waiting list performance, booking productivity and patient access measures.
• Monitor performance against national, Trust and specialty-specific access targets.
• Identify trends and implement corrective actions where performance falls below expected standards.
• Support delivery of Better Booking objectives and improvement programmes.
• Lead initiatives to improve productivity, efficiency and patient experience across booking services

For further details please see the attached job description.

Experience

• Managerial experience in an administration environment Experience in a customer facing role Advanced decision making and resolving complex work-related issues Managing the workload of a team Experience managing booking or patient administration teams. Experience monitoring operational performance indicators. Experience implementing service improvements. Experience working with electronic patient record (EPR) and booking systems.

Knowledge

• Thorough working knowledge of Microsoft Office packages i.e. Outlook, Word, Excel Excellent understanding of people management. Understanding of outpatient booking processes. Knowledge of waiting list management principles. Understanding of RTT and patient access standards. Knowledge of patient pathway administration.
• Knowledge of partial booking principles. Knowledge of clinic utilisation management. Understanding of NHS elective recovery and access targets.

Skills

• Proven record of planning, organisational, change management and administration skills. Excellent presentation skills. Ability to supervise a team. Advanced decision-making skills. Excellent level of verbal and written communication. Able to persuade, negotiate and influence others. Able to use judgement and initiative to provide information and support. Excellent numerical and analytical skills. Able to apply tact and sensitivity to establish trust and confidence. Empathetic approach to managing and resolving enquiries. Able to manage difficult and distressing situations effectively. Able to analyse problems and initiate appropriate solutions effectively. Able to write complex reports, formulate policies and transcribe and compose minutes. Able to work using own initiative. Able to work as part of a team. Able to collaborate with others. Able to autonomously prioritise and plan workload to meet deadlines, often in a pressurised environment. Able to inspire and promote confidence in a team. Excellent attention to detail and accuracy. Able to recognise and resolve complex issues, referring where appropriate. Positive and flexible approach to work. Able to demonstrate an innovative and forward-thinking approach. Understands limits of own responsibilities. Reliable and punctual with a flexible attitude towards working hours to meet service needs.

Commitment to Trust Values and Behaviours

• Evidence of demonstrating the Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect) and the associated Values in Action behaviours in the workplace. For posts with managerial responsibility only Evidence of promoting equality, diversity and inclusion, and ensuring fair and equitable practices throughout your work experience. Evidence of promoting a culture which helps individuals live behaviours aligned to our Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect)
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