About this role
Job summary
West Middlesex Site
Booking team and Call Centre
Monday- Friday 8am-17.30pm, on a rota basis
We are searching for high performing and enthusiastic individuals to fill a Patient Administrator vacancies on the West Middlesex site working in our busy call centre supporting both sites. If you like talking to people and have had previous experience in customer service or a call centre this could be the role you are looking for.
You must have telephone experience and ideally experience of working with Cerner or other PAS systems. You should have a good team spirit as well as being able to work autonomously.
As a team player they will need to be able to demonstrate excellent listening and communication skills, be organised, adaptable and flexible, show empathy and concern for others.
If you thrive on a challenge and enjoy working in a very busy and demanding environment this could be the role for you.
Main duties of the job
The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by providing an administrative service focused on the patient and their individual needs. The Patient Administrator will provide effective and efficient administrative support to a team liaising with patients, doctors and other healthcare professionals. The staff member will work consistently to provide high quality customer service and will be professional at all times.
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 are committed to equal opportunities and believe that diversity drives innovation and excellence. As part of our dedication to equity, we actively welcome applications from individuals from the global majority, veterans and underrepresented communities. We value the unique perspectives and experiences that diverse teams bring and are committed to creating an environment where all voices are heard, respected, and empowered to succeed. 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.
Some roles may require weekend shifts at multiple sites.
Job description Job responsibilities
Roles and responsibilities
Provide a customer focused service dealing with all patients or visitors in an efficient, polite and courteous manner Support the delivery of a high quality healthcare service ensuring that all patients receive a high standard of service delivery Handle queries from patients/relatives confidentially and sensitively; refer clinical related queries to appropriate staff Interact with patients and relatives in distress in a sensitive and empathetic manner Take and relay as appropriate, telephone enquiries and messages , using initiative and prioritising skills when disseminating information Update patient details on PAS as appropriate, checking all demographic details on arrival or departure Oversee the work of more junior staff and ensure work objectives are being met on a day-to-day basis and demonstrate duties to new starters Ensure all procedures are followed re data capture for service specific outcomes. Ensure all paperwork is filed appropriately Arrange interpreter and transport services where indicated Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development Provide cover across the POD as and when required Provide an excellent standard of service to patients at all times Ensure the availability of all necessary documents (including forms, patient information leaflets and questionnaires) labels, continuation sheets
Person Specification
Education and Qualifications Essential
GCSE English and Maths or equivalent
Experience Essential
Experience of working in an administrative capacity Proven experience of dealing with complex telephone calls Experience in working as part of a team
Skills and knowledge Essential
Excellent communication skills both written and verbal Ability to prioritise and organise work load Ability to use own initiative To be able to work as part of a team
Personal qualities Essential
Excellent interpersonal skills. A cheerful and helpful manner when dealing with patients and other staff Work well as part of a team Able to solve problems and work in a logical methodical manner
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 West Middlesex University Hospital
Twickenham Road
Isleworth
TW7 6AF
United Kingdom
Employer's website https://www.chelwest.nhs.uk/ (Opens in a new tab)