About this role
Job summary
Assistant Patient Administrator - Reception areas and back office within the Outpatient reception
Chelsea and Westminster Hospital
Working Hours are between 9am-5pm Saturday ONLY
We are looking for a friendly, self-motivated and confident person who has experience of providing a high level standard of customer care. The post holder will provide a comprehensive patient focused reception service working in our Outpatient Reception.
If you enjoy working in a very busy and demanding environment this could be your opportunity to make a real difference to the service that we provide to our local community, always keeping the patient at the centre of everything that we do.
The successful candidate must have previous reception experience and have excellent communication and customer service skills.
Main duties of the job
The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by supporting and welcoming patients into services in a way that meets their individual needs. The Assistant Patient Administrator will also provide administrative support to a team liaising between patients, doctors, practitioners and other healthcare professionals. The staff member will work consistently to provide high quality customer service and will be professional at all times. The post holder will be required to work in one of the following areas, providing cross cover wherenecessary:
- Reception
- Outpatient Clinic Offices
About us
Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital--along with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children's services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.
We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.
We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs.
The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates. Early application is advised as vacancies may close once sufficient applications are received. If you haven't heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.
Working Hours are between 8am-6pm Saturday & Sunday
Job description
Job responsibilities
Reception
- Provide a customer focused reception service for all patients and visitors attending the area dealing with all patients or visitors in an efficient, polite and courteous manner dealing with all patients queries where possible and directing them accordingly
- Ensure the reception areas are always manned and Patients are kept informed of any delays in being seen
- Check in and book patient appointments in a timely manner, ensuring that it's within date range of gestation
- Interact with patients and relatives in a sensitive and empathetic manner
- Process all follow up appointments as patients leave the department in line guidelines, escalating any capacity concerns.
- Make up community and hospital notes using Cerner
- Help with answering the ANC phones and dealing with patient queries
Person Specification
Education & Qualification
Essential
- NVQ 2 in office administration or equivalent experience
- GCSE English & Mathematics (or equivalent)
Experience
Essential
- Experience of working in an administrative capacity
- Proven experience of dealing with complex telephone calls
- Demonstrable experience of maintaining a professional attitude in a pressured environment
Desirable
- Working in NHS or other health environment
- Able to use hospital patient administration system
Personal Skills
Essential
- Be able to prioritise your workload
- Be friendly and smile at all times when greeting visitors/patients
- Be a good team player
Skills and knowledge
Essential
- PC skills
- Ability to work under supervision as part of a team
- Good organisational skills in order to plan and prioritise workload Willing to learn new systems
- Ability to communicate clearly and politely with a wide range of people including the general public and work colleagues at all levels.
- Knowledge of filing systems
- Able to file accurately and pay attention to detail.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Chelsea and Westminster Hospital NHS Foundation Trust
Address
Chelsea and Westminster Hospital
369 Fulham Road
Fulham
SW10 9NH
United Kingdom
Employer's website
https://www.chelwest.nhs.uk/ (Opens in a new tab)