Job Description

Patient Service Administrator

Here at The Owl Centre, we are looking for an additional Patient Service Administrator who will support our day-to-day operations. In this role, you will be pivotal in providing administrative support and will spend your time communicating with patients and their families in a professional manner, over the phone and via email.

As part of the team, you'll receive a salary of 25,000 per year. We would prefer it if you are local to our head office in NP4 0HZ - working on a hybrid basis of up to 2 times per week in the office.

Why work for us?

The Owl Centre is more than just a workplace; it's a chance to make a real difference for families across the UK. Here's what makes us a great place to work:

Meaningful Mission:

We connect families with the right support to improve their lives and reach their full potential. You'll play a vital role in this, by enabling the delivery of assessment and therapy services for children and adults.

Exceptional Colleagues:

Teamwork makes the dream work! You'll get the chance to work with (and learn from!) colleagues who are experts in their fields, including highly skilled clinicians, including Speech & Language Therapists, Occupational Therapists, ASD Practitioners, and ADHD Specialists.

Empowering Communities:

Our impact extends far beyond individual families. We work with private clients and NHS trusts, reaching thousands and making a positive change in communities.

Our ideal candidate will have:

At least 1 years' experience in an administrative role

Confident and experienced in taking inbound telephone calls from patients and their families with the ability to communicate effectively during difficult conversations.

Outstanding organisation and time management skills, with the ability to multitask whilst remaining focussed

A proactive and flexible approach to work, adapting to tasks quickly and effectively

Excellent verbal and written communication skills

Experience using the Microsoft package, including Teams, Outlook and Excel

The ability to keep yourself motivated whilst working from home

Experience working within a healthcare environment would be highly desirable, although not essential

What will you be doing?

Act as the first point of contact for The Owl Centre by providing an exceptional patient experience via email and over the phone, ensuring all enquirers have a friendly and professional experience.

Handle incoming phone calls proactively and professionally, providing personalized one on one support tailored to each caller's needs to ensure they feel heard and supported, establishing trust and delivering a high-quality customer experience.

Manage the shared email inboxes by answering enquiries, questions and emails in a timely manner in order to achieve overall patient satisfaction.

Deal with questions and queries from patients, carers, family members and professionals by communicating in a professional, respectful manner while strictly adhering to confidentiality and data protection to ensure all individuals feel supported and informed, whilst maintaining trust.

Take responsibility for identifying and escalating concerns related to safeguarding and risk by following established protocols and using sound judgement to report issues promptly to relevant clinical and safeguarding leads, ensuring that patients safety and dignity is always protected and legal and ethical standards are upheld.

Respond to all enquiries from patients, families and professionals by communicating clearly and professionally, signposting to the appropriate departments or services when required in order to ensure individuals are supported effectively and enabling timely access to the correct care or information.

Provide cover for other phone lines and shared email inboxes during periods of staff absence or leave by staying flexible and organised to maintain continuity of service, minimise disruptions for patients and colleagues and support the smooth running of the team or department.

Maintain accurate records, using bespoke systems and trackers (training provided) by inputting and managing information with attention to detail and consistency to ensure reliable data is available to support effective patient care, informed decision making, and smooth operational process.

Work closely with GP surgeries to ensure correct procedures are followed and referral forms are completed correctly.

Uploading patient referrals ensuring correct information is entered and in a timely fashion to ensure targets are met.

Additional Information

:

This role requires an enhanced DBS check (or an equivalent for non-UK applicants).
Job Types: Full-time, Permanent

Pay: 25,000.00 per year

Benefits:

On-site parking Work from home
Ability to commute/relocate:

Pontypool NP4 0HZ: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in Pontypool NP4 0HZ

Application deadline: 28/07/2025