Assistant Patient Administrator - Receptionist

Chelsea and Westminster Hospital NHS Foundation Trust; Isleworth; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading NHS Foundation Trust in Isleworth is looking for an Assistant Patient Administrator to provide a high standard of customer care in the reception area. The role involves assisting patients with check-ins, managing appointments, and maintaining records. Successful candidates should have prior reception experience and excellent communication abilities. This is an excellent opportunity to make a difference in the healthcare service we provide to the community.

Qualifications

• Previous reception experience required.
• Excellent communication and customer service skills.
• Ability to work in a busy environment.

Responsibilities

• Provide a customer focused reception service for all patients.
• Assist patients with electronic check-in and demographic updates.
• Process referrals and bookings in line with guidelines.

Skills

Customer care

Communication skills

Empathy

Job description

Overview

A Vacancy at Chelsea and Westminster Hospital NHS Foundation Trust. Assistant Patient Administrator - Reception

West Middlesex University Hospital

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 department. 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. Working Hours are between 9am-12:30pm Monday - Friday. 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 where necessary:

• Outpatient Clinic Offices
• Wards
• Central Outpatients Booking Team
• Reception

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. Some roles may require weekend shifts at multiple sites.

Responsibilities

• Reception: Provide a customer focused reception service for all patients and visitors attending the area in an efficient, polite and courteous manner; deal with all patients’ queries where possible and direct them accordingly. Ensure the reception areas are always manned. Interact with patients and relatives in a sensitive and empathetic manner. Process all follow up appointments as patients leave the department in line with guidelines, escalating any capacity concerns. Record appointments agreed in community settings on the system within 24 working hours. Assist patients to locate their relatives who are current inpatients. Assist patients to use the electronic check in service updating demographics where necessary.

• Clinical Office: Match correspondence typed by the managed transcription service with correct patient and clinician; make amendments, dispatch and file in medical records. Make appointments, ensuring patients are sent letters of confirmation when appointments are not made face to face. Process all referrals into the department using local booking guidelines, following up with referrers where there is missing information as required. Print all self-referral forms after checking all appropriate information is on the request and liaising with the patient if needed. Provide any advice to patients upon booking-in, in preparation for their appointment. Use the Case Note Record Tracking (CRT) system to electronically register/move/transfer/locate medical case notes. Report to manager and clinicians on quality issues from transcription service, standards of dictation, etc. File all relevant documentation, correspondence and reports in the patient records. Return medical records to records library using CRT. Cover reception when required. Assisting patients to use the electronic check in service where appropriate and updating demographics where necessary. Book patients into clinics on the day where appropriate. Process all follow up appointments as patients leave the department in line with 18-week and local booking procedures. Check all demographic details either at check in or as patient is booking their follow up and update PAS accordingly. Manage and action clinics in a timely manner using Trust’s PAS including DNAs and discharges. Provide patients with any required documentation, information leaflets, directions, etc.

This advert closes on Thursday 2 Oct 2025.