Band 3 Clerical Administrator

The Hillingdon Hospitals NHS Foundation Trust; Uxbridge; On-site; GBP 25,000 - 35,000; Full time

Job summary

A major healthcare provider in the London area is seeking a Senior Administrator to join their radiology department. The successful candidate will manage patient appointments, effectively prioritize urgent referrals, and handle patient complaints. This role requires strong organizational and communication skills, providing support across multiple hospital sites. Join a dedicated team focused on high-quality patient care and operational efficiency in a dynamic healthcare environment.

Qualifications

• Experience in an administrative role within a healthcare setting.
• Ability to effectively prioritize and manage a demanding workload.
• Strong communication skills for patient interaction.

Responsibilities

• Manage daily demand for appointments in the radiology department.
• Handle patient complaints and queries professionally.
• Ensure appointments adhere to RTT rules.

Skills

Patient relations

Appointment scheduling

Complaint resolution

Team collaboration

Job description

The post holder will be part of an administrative team whose responsibilities are to support the clinical services within the radiology department in managing the daily demand and to effectively prioritise incoming referrals into urgent and non-urgent. The post holder will act as the Senior Admin to the booking team and provide support across both hospital site (The Hillingdon Hospital & Mount Vernon Hospital) including the Maternity Building for patient relations within the department. To be responsible for all Special appointments including ensuring lists are changed or cancelled in the event of Radiologist leave. To liaise with third party healthcare provider "Healthshare & CDC" in regards to the outsourced patients report and update cases when required and provide an effective, efficient appointment service to the department and the Trust.

Responsibilities

• To be responsible for dealing with patients' complaints and queries, and reporting these to the Admin Manager when appropriate. (Those complaints involving members of the department staff will be dealt with by the Department Manager).
• To ensure that appointments are correctly booked within RTT rules for Diagnostics and that appropriate instructions/prep are given/sent to the patients.
• Monitor long waiter patient appointment via DM01 and investigate the delay in attendance, discuss the bottleneck with the admin manager if additional capacity is required.
• To ensure sessions are altered/cancelled in the event of Radiologist Leave.
• To actively monitor PTL in line with 18-week directives, escalating potential breaches in a timely manner.
• To present a friendly and professional image to patients and maintain good working relationships with other departments.
• To collaborate professionally with MIU and other wards and departments.
• To adapt and manage resources and services in line with demand, capacity and future expansion.
• To train all staff in the use of the computer for patient registration to comply with Department Induction programme.
• To train all staff in reception duties, including acceptance/rejection of Order comms.
• To ensure that the telephone is answered in a helpful manner and within the agreed time, and queries dealt with appropriately.

Trust Information

The Hillingdon Hospitals NHS Foundation Trust is the only acute Hospital in the London Borough of Hillingdon and offers a wide range of services including accident and emergency, inpatient care, day surgery, outpatient clinics and maternity services. The Trust's services at Mount Vernon Hospital include routine day surgery, delivered at a modern treatment centre, a minor injuries unit and outpatient clinics. The safety and well-being of our patients and of our staff is paramount and we are making urgent improvements to address this - particularly in infection prevention and control. We are making progress and going forward by working in partnership with local GPs, charities, community services, academic partners, our local authority, neighbouring hospitals and the wider North West London Integrated care system, and ensuring that we listen and work in partnership with our local population. We are absolutely focused on ensuring that our hospitals provide high quality, safe and compassionate care, while drive forward the building of the new Hillingdon Hospital. We have over 3,500 members of staff that are proud to care for nearly half a million people, with a vision to be an outstanding provider of healthcare through leading health and academic partnerships, transforming services, to provide the best care where needed.