This Patient Administrator post sits in the Booking Team and Call Centre at Chelsea and Westminster Hospital NHS Foundation Trust’s West Middlesex site, supporting both hospital sites. It provides patient-focused administrative and telephone support, including handling enquiries, updating records and arranging practical services. The stated rota runs Monday to Friday between 8am and 5.30pm; some roles may involve weekend shifts across multiple sites. GCSE English and Maths or equivalent is required, alongside administrative experience and proven experience handling complex calls.
What the job involves
- Provide courteous, patient-focused service and support high standards of healthcare service delivery
- Handle patient and relative queries confidentially and sensitively, referring clinical matters to appropriate staff
- Respond empathetically to patients and relatives who are distressed
- Take and relay telephone enquiries and messages, using initiative and prioritisation when sharing information
- Update patient details on PAS and check demographic information at arrival or departure
- Oversee junior staff, monitor daily work objectives and demonstrate duties to new starters
- Follow data-capture procedures for service-specific outcomes
- File paperwork and keep forms, patient information leaflets, questionnaires, labels and continuation sheets available
- Arrange interpreter and transport services when needed
- Follow trust-wide procedures and policies for clinical administration and contribute to their development
- Provide cover across the POD as required
- Support both hospital sites through the call centre
What’s required
Qualifications
- GCSE English and Maths or equivalent
Experience
- Experience working in an administrative role
- Proven experience handling complex telephone calls
- Experience working as part of a team
Skills & knowledge
- Excellent written and verbal communication skills
- Ability to prioritise and organise workload
- Ability to work as part of a team
Other
- Excellent interpersonal skills
- Cheerful and helpful manner with patients and colleagues
Nice to have
- Experience using Cerner or another PAS system
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