Patient administration manager - endoscopy

37.5 hours per week
Fixed term for 16 months (secondment will be considered)
Interview Date: TBC

Why work with us?

• Make a real difference to patient care – Endoscopy plays a critical role in early cancer diagnosis and long‑term surveillance. This role gives you direct influence over how patients access care and move through their pathway.
• Be trusted to lead and improve – Have ownership of the booking function, with the opportunity to shape processes, improve ways of working, and embed good administrative practice.
• Work closely with clinicians and senior leaders – The role offers strong exposure to clinical and operational leadership, providing valuable experience for those looking to progress in service management.
• Join a specialist, fast‑paced service – A dynamic environment where no two days are the same. You’ll be part of a team that values collaboration and continuous improvements.

An exciting opportunity has arisen to join our Endoscopy Unit as a Patient Administration Manager, leading the booking and administration team to ensure patients receive timely, well‑coordinated care.

• Provide an efficient and effective patient administration service within the Endoscopy Unit’s Booking/Admin team, supporting the Trust’s ambition to deliver high quality, well‑coordinated care for patients and service users and supporting admin, consultants, and clinical teams to function effectively.
• Actively manage and standardise administrative processes associated with patient pathways in line with JAG and national guidance and organisational standard operating procedures to ensure effective patient access and waiting list management for the unit.
• Effectively track complex patients’ progress through multiple pathways to ensure good clinical outcomes and a positive patient experience, including cancer targets, 18‑week targets, etc. Escalate and resolve blocks in patient flow and capacity issues with the potential to cause delay to the operational managers as appropriate.

About us

Here at George Eliot our vision to excel at patient care takes centre stage. An ever‑evolving, clinically‑led acute service provider we are on a journey to continually provide high quality, safe and responsive services delivered by inspiring, friendly and compassionate staff who share our corporate values which underpin everything we do. Our values are not just words on a piece of paper, they bond us together, reflect our ambition and shape who we are:

• Effective Open Communication
• excellence and safety in everything we do
• Challenge but support
• Expect respect and dignity
• Local health that inspires confidence

Benefits

• On‑site nursery
• 27 days minimum annual leave plus bank holidays
• Cycle to work scheme
• Flexible working
• In‑house training and development
• Buying and selling of annual leave
• Subsidised restaurant
• Tranquillity garden
• Generous subsidised on‑site parking

Job responsibilities

• Deputise for and support the unit managers in relation to patient tracking and performance targets as appropriate.
• Lead and develop a highly engaged administrative team and undertake the whole range of line management responsibilities, including the introduction of new working practices and technology.
• Actively manage multiple times, targets and procedures for patient access requirement for the directorate, from the point of referral to discharge within the boundaries of standards for access to healthcare services.
• Take continuous responsibility for the overall day‑to‑day monitoring and tracking of patients’ progress through their pathway(s).
• Undertake daily checks of access progress through verbal or written reports ensuring all patients are on track to be seen and appointed within the JAG/national targets for the specific care area.
• Manage elective access operational standard defaults and act upon any issues picked up from checking daily pathway progress reports with the unit managers.
• Ensure the effective flow of patients and escalating blocks in flow and capacity issues to the operational managers and elevate any need for patients to be brought back on track, ensuring clear timelines and actions are agreed and actioned.
• Ensure patients flow through care pathways in a timely, safe and effective manner.
• Ensure that all group/specialty team referrals are connected to the appropriate pathway administration points to enable waiting time targets to be achieved.
• Produce an account of trends in flow blockages, reasons for potential breaches of waiting times to the service manager as appropriate.
• Provide a weekly update to the unit management to highlight any pathway delay or potential waiting time breaches for priority action and monitor outputs and outcomes.
• Attend weekly meetings to discuss progress and update on the position of speciality performance, in particular delayed pathway progress and causes, and take and monitor follow‑up actions as necessary.

Management and Team Leadership

• Provide support to the operational management team and lead clinicians to ensure that appropriate procedures are in place to monitor, maintain or amend the set quality standards, including capacity planning for specialties.
• Deputise for and support the unit managers as appropriate, particularly on the groups access agenda and achieving waiting list targets.
• Monitor current procedures and processes and provide regular reports to the operational and management team.
• Be responsible for the day‑to‑day line management of administrative staff and apprentices, encouraging effective team working, coordinating annual leave arrangements, mandatory training requirements and managing attendance and performance issues as necessary.
• Perform administrative staff duties to alleviate pressures within specialty teams as and when required.
• Introduce new ways of working and the use of technology as appropriate.
• Manage and co‑ordinate the workload of the team to ensure the right care pathway outcomes that enhance group performance and meet relevant Trust targets.
• Ensure that the administrative team adopts administrative best practice, especially in respect of waiting list / patient access targets.
• Liaise with the operational managers and follow up on any issues related to patient waiting times.
• Be aware of and have a general understanding of relevant local / departmental policies and procedures and current issues to act as a point of contact for those who require information.
• Attend the group action plan meetings, operations meetings and PTL meetings as and when required, taking responsibility for providing and presenting information and taking actions appropriate to the role and team function.
• Provide data submissions required by external agencies to the designated worker within the group / access team.
• Monitor KPIs as necessary, including DNAs and complaint trends and undertake root cause analysis with service leads to action plan system/process improvements.
• Act as a link between consultants, medical secretaries, managers and other staff for example clinic staff, elective access team, cancer services, external care providers, on issues relating to patient access and waiting list management and coordinate action required to meet treatment initiatives.
• Adhere to governance principles including undertaking health and safety inspections and risk assessments as appropriate.
• Maintain an awareness of current issues and priorities within the department ensuring that key personnel receive appropriate and timely communication.

Customer Service

• Work closely with clinical teams and operational managers to ensure that patient booking and clinics are efficient and planned effectively and that patients have a positive user experience.
• Deal with patient concerns escalated through administration staff in real time where possible and/or escalated to the operational/unit managers or clinical lead.
• Liaise with clinicians and operational/unit managers to ensure that patient access standards are met and that timely and appropriate communication is undertaken with patients and service users.