Patient Enquiries & Bookings Process & Service Improvement Manager

A Vacancy at University College London Hospitals NHS Foundation Trust.

UCLH is looking for a Process & Improvement manager in our Patient Enquiries & Bookings Team on a fixed term contract. This post will play a strong role in supporting the successful launch and evolution of the Patient Enquiries and Bookings Administration service, evaluating and leading staff to provide a high-quality service which is efficient, stays within financial constraints and provides high levels of user satisfaction.

The Patient Enquiries & Bookings Administration Team is 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, swiftly answering queries, processing referrals and providing essential information.

We are looking for a dynamic individual who displays a passion for excellence in NHS services and has strong customer service experience in a large, complex secondary care environment.

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 Medicine

· 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.

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

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- In the most recentNHS staff surveyUCLH 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 third year in a row.

UCLH recognises the benefits of flexible working for staff – To find out more, visit:Flexible working.

To discover more about what makes UCLH a great place to work, visit:Why Choose UCLH?

This advert closes on Tuesday 26 May 2026

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