This is an exciting opportunity to join one of the largest and most successful Foundation Trusts in the UK, with an international reputation and a tradition of innovation. An exciting opportunity has arisen for a proactive, dynamic individual to join our Stroke team at the National Hospital for Neurology and Neurosurgery, Queen Square division. We are seeking an enthusiastic and bright individual who enjoys patient contact and working in a busy, friendly, multi-disciplinary team environment to support us in the delivery of our high-quality services.

The post would involve managing a group of administrative coordinators and providing support to the overall smooth running of day-to-day inpatient and outpatient stroke services. This is a fast-paced role with scope to develop your leadership and time management skills as well as lead on improvement projects, specialist clinics and research projects within the service.

People Management

• Provide daily leadership and management to a team of Administrative Coordinators, addressing informal disciplinary matters, managing performance, and overseeing sickness management.
• Assign tasks within the team, considering departmental priorities, and delegate responsibilities appropriately.
• Ensure the department is adequately staffed through effective rota management and strategic leave planning.
• Conduct annual appraisals, support staff development, and facilitate work-based training for team members.
• Lead the induction and continuous development of administrative staff, identifying and addressing training needs.
• Play a key role in the recruitment and selection process, including shortlisting, assessments, and interviews.
• Foster effective communication within the team by sharing information regularly and providing ongoing feedback.
• Welcome and integrate new team members, ensuring they are equipped with the necessary tools and training.
• Provide cross-coverage for other administrative roles within the stroke services as required.

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.

We provide first-class acute and specialist services across eight sites:

University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)

National Hospital for Neurology and Neurosurgery

Royal National ENT and Eastman Dental Hospitals

University College Hospital Grafton Way Building

Royal London Hospital for Integrated Medicin e

University College Hospital Macmillan Cancer Centre

The Hospital for Tropical Diseases

University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women’s health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.

We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.

In this role, you will provide leadership and management to a team of Administrative Coordinators, overseeing performance, task delegation, staffing, and recruitment. You will ensure effective communication within the department and with patients, addressing inquiries and complaints professionally. Operationally, you’ll maintain efficient processes, manage clinic preparations, and handle cancellations. You’ll support systems like SSNAP, ensuring accurate data entry and adherence to policies. Additionally, you will drive service development by identifying trends, addressing issues, and participating in improvement initiatives.

Communication and Patient Liaison

• Ensure clear, effective, and appropriate communication within the department, particularly with the multi-disciplinary team.
• Ensure patients and visitors are treated with kindness, respect, and dignity at all times.
• Promptly address patient and visitor inquiries, using expertise and judgment to resolve more complex issues.
• Handle patient complaints professionally and courteously, ensuring they are resolved quickly and effectively.

Operational Management

• Maintain and enhance operational processes to ensure the efficient functioning of stroke services.
• Ensure that clinic rooms are fully prepared and available, with all necessary documentation and IT systems in place.
• Manage same-day clinic cancellations and rebook patients promptly to avoid breaches of regulatory targets.
• Attend MDT meetings or clinic pre-meetings to proactively identify and assist with administrative tasks.
• Oversee the accuracy and availability of clinic documentation and supplies.
• Proactively address capacity challenges and efficiently resolve complex operational queries.

Access and Systems Management

• Support the team in effectively using relevant systems, including SSNAP, ensuring accurate entry of patient information.
• Ensure adherence to the Trust’s Elective Access Policy and RTT (Referral to Treatment) targets, while also complying with SSNAP data requirements and deadlines.
• Ensure all patients are reconciled at the end of the clinic, including proactively gathering outcomes from clinicians and updating SSNAP records as needed.
• Resolve booking issues promptly and ensure satisfactory resolutions for patients, including addressing any issues related to SSNAP data submissions.

Service Development and Improvement

• Identify trends and take appropriate action to address emerging issues.
• Gather and present data on service performance, identifying areas of underperformance and suggesting improvement strategies.
• Actively participate in service improvement initiatives, keeping the clinical and management teams informed of progress.

Come and be a part of the best NHS trust in England to work for, according to our staff*

UCLH top trust to work at in England – for the second year running! : University College London Hospitals NHS Foundation Trust

• In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England – for the second year in a row.

UCLH top trust to work at in England – for the second year running! University College London Hospitals NHS Foundation Trust.

Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.