Administrative Assistant

About this role

At present, University Hospitals of North Midlands is unable to offer visa sponsorship for Band 2 to Band 4 roles, as these positions do not meet the minimum salary and skill thresholds required under UK Visas and Immigration (UKVI) regulations. The role involves handling incoming and outgoing telephone inquiries, directing them to the appropriate departments or individuals. You'll be responsible for maintaining clear and effective communication with patients, their families, GP practices, carers, and the general public. The position requires generating and typing clinical correspondence following patient appointments, as well as performing other administrative typing duties to ensure accurate and timely documentation. Main duties of the job The main duties of the role are as follows: Telephone Handling: Receive, make, and manage telephone inquiries. Direct calls to the appropriate department or person. Communication: Communicate effectively with patients, relatives, GP practices, carers, and the public. Clinical Correspondence: Generate and type clinical correspondence following patient appointments. Perform general typing duties to ensure accurate and timely documentation. Patient Record Maintenance: Maintain patient records with a high level of accuracy using the hospital’s system. Referral Management: Log referrals from both internal and external sources promptly and accurately. Mail Management: Handle both electronic and postal mail correspondence. Record, direct, and resolve queries and information securely and efficiently. General Office Support: Provide administrative support for the daily operations of the Colorectal/ General surgery team Carry out a range of office-based duties to ensure smooth service delivery. Working for our organisation University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales. All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential. UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust. At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve. Detailed job description and main responsibilities Key responsibilities include maintaining patient records with precision and using hospital systems to log referrals from both internal and external sources in a timely manner. You will also manage mail correspondence through both electronic and postal channels, ensuring that queries and information are recorded and directed securely and efficiently. In addition, you will provide general office support, performing various administrative tasks to contribute to the smooth and effective running of the colorectal service. Key Relationships The post holder will interact with: All Directorate Management team members Medical and Nursing staff Administrative and Clerical staff Other Trust personnel, as appropriate External stakeholders relevant to the role or Division Patients and visitors, as required Role Summary The post holder is responsible for the accurate and timely typing of clinical letters across all specialties, along with the distribution and filing of documents. The role also involves managing patient health records, handling telephone enquiries, and ensuring compliance with the Patient Access Policy and Divisional guidelines relating to waiting list management. Key Duties and Responsibilities 1. Communication & Relationship Skills Participate in the Trust's appraisal process, including an initial review within the first 6 months of employment. Maintain effective communication across the Division to ensure information flows efficiently. Represent the Directorate on committees or working groups as required. Communicate with professionalism and integrity, adhering to the NHS Code of Conduct for Managers. 2. Knowledge, Training & Experience NVQ Level 2, OCR Level 2, or equivalent qualification Good general education and proven clerical experience Proficiency in computerised systems and office applications 3. Analytical & Judgement Skills Exercise sound judgement in responding to enquiries and resolving issues. Locate and track patient case notes as required. Support specialty teams in effective inpatient waiting list management. 4. Planning & Organisational Skills Independently plan, organise, and prioritise your own workload. Arrange meetings and manage associated administrative tasks. Ensure clinical letters are typed according to chronological and clinical priority. Manage requests for patient notes and ensure timely correspondence handling. 5. Physical Skills Good manual dexterity and coordination for accurate and efficient keyboard use Responsibilities Patient/Client Care Provide routine information to patients, relatives, and carers concerning appointments and admissions. Handle incoming and outgoing communication in a timely and accurate manner Policy & Service Development Adhere to all departmental policies and procedures. Support continuous service improvement by following and promoting office and secretarial best practices. Assist in the resolution of verbal and formal complaints in line with Trust policies Financial & Physical Resources Use and maintain office equipment appropriately. Monitor and request stationery and other office supplies when necessary Human Resources Provide guidance and demonstrate duties to new team members. Share the daily workload with the specialty team. Maintain positive working relationships and contribute to team effectiveness. Commit to high standards of work and participate in the annual Personal Development Review (PDR) Information Resources Prepare and process documentation, including meeting notes and correspondence Research & Development Participate in surveys or data collection for specific projects, as required. Freedom to Act Work independently within established guidelines, protocols, and procedures. Effort and Working Conditions Physical Effort Light physical duties such as sitting, standing, and walking. Regular use of computer systems (VDU work) Mental Effort Frequent concentration required in an often unpredictable work environment. Ability to manage interruptions and shifting priorities effectively Emotional Effort Occasional indirect exposure to distressing or emotional situations Working Conditions Work across various hospital areas. Frequent use of computers and electronic systems. Person specification Essential Qualifications Essential criteria Good general education to include GCSE English or equivalent Desirable criteria NVQ2/RSA2 word processing or equivalent Knowledge, Skills, Training and Experience Essential criteria Administration/clerical background Knowledge of Microsoft office package Good communication skills Desirable criteria Previous experience working in a Health Care environment Knowledge of hospital systems Personal Qualities Essential criteria Able to use own initiative. Ability to work as part of a team. Good communication skills Ability to work in a demanding, pressurised environment Ability to work with confidential information Reliability Important information about your application All correspondence will be sent to you via the email address you applied from. Please ensure you check your emails regularly. References - please ensure you provide email addresses for all referees for the last three years of employment. We are committed to equality of opportunity and welcome applications from everyone regardless of ethnicity, disability, gender, age, faith or sexual orientation. Appointment will be based on merit alone. Flexible working will be considered in line with Trust policies New recruits are required to pay for their Disclosure and Barring Service check (and admin fee) prior to starting if the role requires a DBS check. We work with ‘trac.jobs’ to support out recruitment process. If you have any queries regarding this please read this privacy notice. University Hospitals of North Midlands NHS Trust (UHNM) has been awarded the Gold Award for proudly supporting those who serve. We actively encourage applications from the Armed Forces community. We will communicate with you regarding your job application via email. Please be aware that we cannot guarantee the security of any emails sent/received via non encrypted format. If you would like support completing an application form, please contact the recruitment department on 01782 675533 where one of our trained assistants will be able to help At UHNM we are fortunate to receive a high volume of applications for many of our roles, on this occasion we would reserve the right to close any advert early, therefore please apply without delay! If you obtained your qualifications overseas, you will be required to provide an official government translation through ECCTIS (formerly known as NARIC). Please note, this is in addition to any professional registration requirements and not a replacement for your qualifications. If you are currently in the UK on a visa, you must have at least six months remaining on your visa at the time of your start date to ensure sufficient time for the operational and training process associated with the role. The requirement of at least six months remaining on your visa does not apply to a Skilled Worker Visa, as a new Skilled Worker Visa would be required for a new role. In line with the change of Immigration rules on 8th January 2026 if you require Sponsorship through the Skilled Worker Visa you must be able to provide B2 English evidence before a Certificate of Sponsorship can be issued. Visa eligibility notice: The UK Home Office has imposed an emergency brake on specific visa routes. Skilled Worker visas cannot currently be issued to Afghan nationals. Study visas cannot currently be issued to nationals of Afghanistan, Cameroon, Myanmar or Sudan. As a result, we are unable to progress applications requiring sponsorship under these routes. UHNM supports the responsible use of Artificial Intelligence (AI) to assist in preparing your supporting statement. However, we reserve the right to reject applications where AI has been used in a misleading manner, for example, by implying experience or understanding that the applicant does not possess or where its use is excessive or unfair. If AI has been used to support your application, you must declare this within your submission.

Entry-level administrative work performed within clearly defined processes and under supervision. The focus is on building professional communication, foundational digital skills, accuracy, and confidentiality discipline. A good fit for those starting their administrative career.