Job overview
****** THIS POSITION IS ONLY OPEN TO CURRENT UNIVERSITY HOSPITALS NHS FOUNDATION TRUST EMPLOYEES ******
As a Renal Dialysis Access Administrator, you’ll play a key role in supporting the access team to provide safe, timely and compassionate care for renal patients. This is a varied and rewarding administrative role at the heart of the Sussex Kidney Unit, where you’ll help ensure that patients receive the right appointments, procedures and information at the right time.
You’ll manage and coordinate bookings for renal theatre activity and outpatient clinics, keep patient information accurate and up to date, and handle enquiries from GPs, patients and colleagues. This is a busy, people-focused role where excellent communication, attention to detail and the ability to multitask are essential.
You’ll work closely with specialist nurses, patient access teams, clinicians and other hospital departments, becoming a valued member of a team dedicated to delivering excellent care everywhere.
Main duties of the job
1. Coordinate theatre and clinic bookings for the renal vascular access team, using your strong organisational skills to ensure patients receive timely and accurate appointments.
2. Manage patient information on Trust systems such as CareFlow, keeping records accurate and up to date, demonstrating excellent attention to detail and data-handling accuracy.
3. Handle enquiries from patients, relatives, GPs and colleagues, using clear communication, tact and professionalism—especially when discussing sensitive or complex information.
4. Support patients with appointment changes, cancellations and queries, showing patience, empathy and the ability to manage challenging conversations.
5. Work closely with the vascular access nursing team, demonstrating teamwork, reliability and the ability to follow clinical booking priorities.
6. Maintain an efficient telephone service, ensuring calls are answered promptly and resolved effectively through confident problem‑solving and multitasking.
7. Monitor waiting lists and booking processes, ensuring compliance with Trust policies and national standards through strong organisational and planning skills.
8. Use booking and transport systems to arrange transport for patients when required, showing flexibility and quick learning with digital systems.
Working for our organisation
Working for our organisation
At UHSussex, diversity is our strength, and we want you to feel included to help us always deliver Excellent Care Everywhere, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of staff networks to help break down barriers, and can offer a buddy to help new members settle in. We’re proud to be a Disability Confident Employer (Level 3) and a Veteran Aware Trust.
Candidate Pack
Detailed job description and main responsibilities
Role summary
Working alongside the renal vascular access nursing team, the post holder will be expected to hold a booking service for the renal vascular access team and directorate. An up-to-to date knowledge of renal theatre activity will be required to enable the post holder to make, amend and cancel renal theatre bookings and clinics, providing an effective and efficient service for the benefit of patients.
The post holder will be required to handle queries within the speciality as this will be a multi-skilled role. The post holder will need a working knowledge of all theatre and clinic protocols and procedures, in addition to any specific standards required. Training and ongoing support for this will be provided within the renal vascular access nursing team, as well as through the post holder’s line manager.
The role will range from the registration of a new patient, engaging with and ensuring trust systems are accurately maintained, handling GP and renal patient queries for the directorate, admitting and discharging patients and ensuring trust policies are followed.
Duties will also include answering telephone calls from patients or GP’s wishing to make or change appointments or making general enquiries.
Key working relationships
The post holder will liaise directly with the renal vascular access nursing team daily, patient access managers, directorate and departmental managers, clinicians, nurses and other colleagues within the department as well as GP’s, visitors to the trust and other support services.
Main duties and responsibilities
9. ·To answer the telephone in a courteous and pleasant manner.
10. ·To deal professionally with enquiries in line with the standard operating procedures.
11. ·To deal effectively with clinician's queries regarding patient appointments and theatre bookings.
12. ·To ensure timely and effective booking of patients into the renal vascular access clinic, based on clinical priority, in collaboration with the renal vascular access nursing team. Work closely with other admin and clerical staff in locating and preparing patient’s notes for these clinics.
13. ·After clinics have been completed, ensure timely outcomes on CareFlow for each patient.
14. ·Ensure that any patient details changes are made at the time of the patient call/visit on CareFlow, to ensure their demographics are maintained and up to date.
15. ·To ensure patient cancellations are updated on CareFlow, and the reason for the cancellation recorded immediately within the notes field.
16. ·To ensure any cancellation, waiting list management or booking management policies are adhered to by reviewing and updating Patient Tracking List (PTL) and other Booking process tools.
17. ·Assist in recording of any additional activity carried out by the vascular access team using CareFlow.
18. ·Using the transport online booking system, assist the renal vascular access nursing team with booking patient transport when required for ad hoc appointments, theatre slots, and vascular access clinics.
19. ·Ensure that any relevant information is communicated to clinical staff and clinic reception teams as appropriate.
20. ·To maintain an audit trail for all referrals entering the department.
21. ·To ensure that standards are met for patients receiving notification or acknowledgement of their procedures.
22. ·To ensure accurate recording of workload and in turn the monitoring of individual progress towards the targets set.
23. ·To work under pressure, demonstrating the ability to multitask, complete in-depth problem solving, record data and information accurately, maintain excellent timekeeping, always behave in a professional manner with both patients and colleagues.
Communication
24. ·Answer complex enquiries both in person and on the telephone, from people who may have varying levels of ability to understand or whose first language is not English. To provide support to them, via the interpretation service.
25. ·Provide and receive complicated and sensitive information to patients about their in-patient or out-patient appointment and give explanations and instructions clearly and concisely where barriers to communication may exist, including challenging behaviour, learning disability and recent bereavement.
26. ·Use empathy, tact and diplomacy in dealing with patients who may be hostile or antagonistic, often when their expectations are not met i.e. waiting times to procedure dates, cancelled procedures.
27. ·Answer internal and external telephone enquires in an efficient manner, from other members of staff, other departments, patients/relatives, GPs and other hospitals.
28. ·Welcome visitors to the department and direct them to the appropriate member of staff.
Service delivery and improvement
29. ·Follow department policies and procedures and contribute to procedural and process changes which improve departmental effectiveness.
30. ·Work closely with the team to review working practices, identify new improved ways of working and find solutions to problems.
31. ·Recommend changes to policies, procedures and department environment to enhance department’s ability to provide optimum service to all customers.
People management and development
32. ·Maintain up-to-date knowledge and skill levels in own area of work to ensure provision of the highest quality services.
33. ·Contribute to an effective learning environment for the training and professional development of self. Responsible for maintaining, updating and improving own skills, knowledge and competencies, identifying education needs with line manager through appraisal, ensuring that those needs are addressed and completed.
Patient care delivery
34. ·Patients are treated courteously, with empathy and respect.
35. ·Patients’ referrals are processed in line with agreed standards, in order of receipt and clinical priority.
36. ·Outpatient appointments and day case treatments will be booked within internal and national targets.
37. ·The Patient Access Policy will be followed at all times.
The post holder will assist in working towards achieving key objectives for Renal bookings are maintain and identified as:
38. ·Being a key point of contact for renal patients in relation to their vascular access
39. ·Introducing a patient focused booking programme
40. ·Having a comprehensive knowledge of all renal theatre procedures and utilisation of such knowledge to ensure patients are scheduled to the correct theatre slots.
41. ·Ensuring the renal vascular access waiting list is accurately updated and maintained.
42. ·Ensuring an efficient telephone service is maintained.
43. ·Optimising theatre slot capacity
Please see full job description and person specification attached.
Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants
Person specification
Experience/ Qualifications
Essential criteria
44. 5 GCSEs (A-C) or equivalent, including English and Maths.
Desirable criteria
45. Keyboard skills to RSA level 3 or equivalent.
Skills
Essential criteria
46. Demonstrated knowledge and awareness of booking procedures and systems.
47. Good level of literacy and numerical skills to read and record patient details and a range of information.
48. Knowledge and awareness of confidentiality issues relating to the Data Protection Act.
Desirable criteria
49. Experience working in a booking team.
50. Experience working in a hospital environment.
People Management and Development
Essential criteria
51. Excellent interpersonal and communication skills, both written and oral.
52. Able to act with tact and diplomacy with patients and staff of all levels.
53. Able to communicate sensitive and complex information, taking consideration for barriers.
Desirable criteria
54. Able to analyse and resolve problems with office equipment, including photocopiers, printers and fax machines.
Specific Requirements
Essential criteria
55. Able to plan work, set priorities, administer office systems and processes and deal with problems in a proactive fashion.
56. Able to prioritise and manage a range of tasks and duties with competing demands
57. Able to work unsupervised
58. Able to assess facts to make judgements regarding telephone enquiries from the public or other departments. Use own judgement to independently assess enquiries as the first point of contact, considering a range of facts and situations
Freedom to Act
Essential criteria
59. Works autonomously under supervision and follows standard procedures and practices.
Equality, Diversity, and Inclusion
Essential criteria
60. Evidence of having championed diversity in previous roles (as appropriate to role).
61. Evidence of having undertaken own development to improve understanding of equalities issues
Important information for applicants:
A Note on AI Use in Applications
We value the individuality and authenticity that each candidate brings to the application process. While AI tools are increasingly accessible, we strongly discourage their use in completing your application. Your responses should reflect your own voice, experiences, and motivations—elements that are essential to a fair and accurate evaluation.
Applications that rely heavily on AI-generated content may misrepresent your abilities and could result in your application being rejected. We encourage you to take the time to present your genuine self, as this helps us better understand your potential and ensures a transparent selection process.
Closing Adverts Early: In the event of exceptional interest, we may close adverts earlier than specified.
Some of our adverts are capped for a limited number of applications; therefore, the advert will close once the cap has been reached. We therefore encourage you to submit your application as soon as possible if you are interested in the position to prevent you from missing out on applying for the opportunity.
Flexible Working: If you would like to explore potential options regarding flexible working please speak with the appropriate recruiting/line manager.
DBS Checks: As part of our commitment to a safe working environment, we undertake a Disclosure and Barring Service check on all new employees where the role is eligible for a criminal record check. We make offers in line with the Rehabilitation of Offenders Act 1975.
Skilled Worker Visa: Applications for Skilled Worker sponsorship are welcome for the roles that meet the Visa and Immigrations eligibility criteria. For further information please visit the gov.uk website searching for Skilled Worker. It is your responsibility as the applicant to ensure that you meet this criteria.
UHSussex reserves the right to close the role early if we receive a high volume of applications