Job Description

West Middlesex Site



Booking team and Call Centre - 6 month FTC covering Maternity leave



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.



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.



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.



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