Patient Enquiries & Bookings Process & Service Improvement Manager
The closing date is 26 May 2026.
UCLH is looking for a Process & Improvement manager in our Patient Enquiries & Bookings Team on a fixed-term contract. The role will support the launch and evolution of the Patient Enquiries and Bookings Administration service, evaluating and leading staff to provide a high-quality, efficient service that stays within financial constraints and delivers high levels of user satisfaction.
Main duties
The Patient Enquiries & Bookings Administration Team operates in a fast-paced, patient-facing environment, serving as a vital link between patients, carers and healthcare professionals. As the first point of contact for many patients on their journey with UCLH, the team handles a constant stream of incoming calls, answering queries, processing referrals and providing essential information.
Knowledge and Qualifications
* Degree and/or an appropriate professional qualification or equivalent.
* Sustained record of continued professional development.
* Masters qualification of equivalent (or working towards the same).
Experience
* Experience working in a customer-facing environment, using initiative to ensure first-class service delivery.
* Experience delivering process improvement and transformation.
* Knowledge of current issues and practices within the NHS.
* Experience managing change initiatives.
* Experience managing contact centres and using Customer Relationship Management (CRM) tools.
* Knowledge of budgets and effective leadership of staff.
Skills and Abilities
* Good organisational skills and abilities.
* Analytical and data evaluation skills with the ability to solve complex problems.
* Ability to work well in a highly sensitive and pressurised environment.
* Ability to form excellent relationships with a wide stakeholder base.
* Advanced and competent use of IT.
* Ability to present complex data in a clear format.
Communication
* Ability to communicate clearly and sensitively with a wide range of stakeholders, including those with language difficulties or who are anxious or distressed.
* Excellent communication skills, including the ability to liaise and negotiate effectively at directorate management team level.
* Strong negotiation and influencing skills with the ability to motivate and engage individuals and teams.
Personal and People Development
* Ability to work independently, managing own workload and prioritising tasks.
* Ability to induct new staff into the department, demonstrating tasks to colleagues.
* Ability to lead a team of colleagues, providing day-to-day supervision and support, including delegating tasks and work allocation.
* Willingness to continue to learn and develop in the role, taking part in learning and development activities in line with the Trust's admin staff framework.
Equality, Diversity and Inclusion
* Demonstrable understanding of Equality, Diversity and Inclusion obligations under the Equality Act 2010 and the Public Sector Equality Duties.
Specific Requirements
* Flexible approach to shift patterns and location, including flexibility regarding working hours (early mornings, evenings and weekends).
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975; a Disclosure and Barring Service check will be conducted to exclude any previous criminal convictions.
University College London Hospitals NHS Foundation Trust
Salary: £47,951 to £56,863 a year (inclusive of HCAS).
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