Administration Services Manager - Emergency Department

Administration Service Manager – Emergency Department

We are seeking a motivated and experienced Administration Service Manager to join our busy Emergency Department team. This is a key leadership role, responsible for overseeing the day‑to‑day management of administrative services and supporting the smooth, safe, and effective running of the department.

The post holder will lead and support a dedicated administrative team, ensuring high standards of patient administration, data quality, workforce coordination, and compliance with Trust policies. You will work closely with clinical and operational colleagues to support performance delivery, and service improvement within a fast‑paced emergency care environment.

This is an excellent opportunity for an experienced manager who thrives under pressure, demonstrates strong leadership skills, and is passionate about delivering high‑quality administrative support to frontline services.

The Administration Services Manager will manage administrative staff to provide and efficient and effective service. The post holder will participate in the development of corporate objectives, policies and strategic plans.

The post holder will be expected to organise their own workload and that of the administrative teams.

Responsible for ensuring optimum use of physical capacity throughout administration teams to deliver service, and to ensure robust plans are in place to develop and improve the administrative role in line with new practices.

The post holder will be expected to develop and co\-ordinate the delivery of high quality training to administration teams, ensuring training delivery meets customer’s needs and is delivered professionally and effectively

Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital \& Royal Liverpool University Hospital.

We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women’s NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients.

UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities \- from birth and beyond.

For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West.

Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside and hosts a number of regional services including an award\-winning stroke facility. Broadgreen Hospital is home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Women’s Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK’s largest single site maternity hospital each year. The Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services.

For roles at Liverpool Women’s, visit their careers page .

Planning and Organisational Responsibilities – Emergency Department

The post holder will be responsible for the effective management of a comprehensive Emergency Department administrative service, ensuring high‑quality support to clinical and operational teams within a fast‑paced environment. This includes oversight of all administrative functions such as correspondence, documentation, diary and meeting coordination, appointment management, and audio/word processing where required.

They will prioritise and allocate incoming requests for administrative support, using professional judgement, knowledge of emergency care pathways, and operational experience to manage competing demands and service pressures effectively.

The role requires the maintenance of strong professional working relationships with Emergency Department consultants, senior operational managers, multidisciplinary teams, and patients where appropriate, supporting effective communication and service delivery.

The post holder will lead on the introduction and implementation of new administrative practices to support service development and operational efficiency. This includes developing, reviewing, and implementing protocols and standard operating procedures to improve Emergency Department administrative and secretarial services.

Regular weekly planning reports will be produced to ensure staffing levels, workload distribution, and cross‑cover arrangements are actively monitored and risks are mitigated. Office systems and administrative processes will be continuously reviewed and improved to support performance, resilience, and patient flow.

The post holder will ensure compliance with national and Trust policies relevant to emergency care, including emergency pathways, inter‑provider transfer documentation, and performance standards. Staffing levels and workloads across Emergency Department services will be managed to ensure operational targets and quality standards are met.

Responsibilities for Information Resources

The post holder will communicate complex, sensitive, and sometimes confidential information with a wide range of staff across the organisation and partner agencies, ensuring clarity and professionalism at all times.

They will ensure all records are accurate, timely, and maintained to a high standard, supporting patient safety, operational reporting, and governance requirements. Consistency with agreed standards of patient care will be maintained across all administrative processes.

The role includes ensuring appropriate and sensitive contact with patients and relatives regarding non‑clinical matters, using discretion and empathy. Accurate data entry and record keeping will be maintained across relevant Emergency Department systems and databases.

Knowledge and Experience

The post holder will use advanced knowledge of administrative systems, procedures, and digital platforms to improve service efficiency and effectiveness within the Emergency Department.

They will exercise sound judgement when responding to patient and staff enquiries, analysing issues and resolving problems promptly at source where appropriate. A strong ethos of continuous improvement will be promoted, ensuring development resources and opportunities are effectively utilised.

The role includes oversight of Emergency Department pathways within administrative teams and managing change initiatives that improve quality, efficiency, and patient experience. The post holder will support and contribute to project work impacting Emergency Department administrative services.

They will arrange, coordinate, and where appropriate chair meetings, setting agendas and ensuring accurate and timely minutes and actions.

Responsibilities for Human Resources

The post holder will provide day‑to‑day management and leadership to Emergency Department administrative teams. This includes conducting appraisals, and supporting ongoing development.

They will manage sickness absence, annual leave, and performance issues in line with Trust policies, taking timely and appropriate action. The role will lead on recruitment and selection processes, ensuring robust and fair appointment practices.

Trust policies and procedures will be effectively implemented and clearly communicated across Emergency Department administrative teams.

Research and Audit Responsibilities

The role includes developing and maintaining internal quality assurance processes to ensure the accuracy and quality of administrative outputs. Regular audits will be undertaken to ensure workloads are appropriately distributed and service risks are identified and addressed.

Responsibilities for Training and Development

The post holder will coordinate and deliver comprehensive induction programmes for new staff and foster a positive learning environment that supports development at all levels.

They will design, implement, and evaluate training materials and specialist training relating to Emergency Department administrative processes and systems. This includes coordinating training sessions, ensuring appropriate facilities and materials are in place, and acting on learner feedback.

Mandatory training compliance will be monitored, and staff will be encouraged to access online learning resources. The post holder will provide practical support and coaching to staff with less experience and contribute to the development of standardised training packages and procedural documentation.

They will ensure all training activities comply with Data Protection legislation and attend departmental and Trust meetings to support collaborative working, communication, and change management initiatives.

Any other duties commensurate with the role, as required by the line manager.

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