Booking Administrator

Imperial College Healthcare NHS Trust; London Borough of Hammersmith and Fulham; On-site; GBP 21,000 - 24,000; Full time

Job summary

Imperial College Healthcare NHS Trust is seeking proactive Patient Service Centre colleagues to be the first point of contact for patients awaiting diagnostics. You will deliver excellent customer service, manage a high volume of calls, and coordinate workload across shifts in a supportive team environment.

The role requires clear communication, empathy, and the ability to adapt to diverse needs while maintaining confidentiality and patient care standards.

Qualifications

• Experience in a customer-facing role.
• Ability to handle high volumes of calls in a busy environment.
• Ability to adapt communication for diverse cultural and linguistic backgrounds.
• Commitment to patient-centered care and data confidentiality.

Responsibilities

• Welcome and assist patients, families and visitors warmly.
• Provide clear, compassionate information and reassurance.
• Adapt communication for differing needs, using interpreters when needed.
• Treat every patient with dignity and respect.
• Handle enquiries and concerns professionally and empathetically, escalate when necessary.
• Support patients with completing forms and locating information.
• Respond to calls and emails promptly with high-quality service.
• Maintain confidentiality and data protection standards.

Skills

Interpersonal skills

Communication skills

Digital literacy

Attention to detail

Multilingual capability

Education

A-levels or equivalent

General education incl English/Maths

Customer service qualification

Job description

We are looking for proactive and enthusiastic individuals to join our Patient Service Centre, with a commitment to improving patient experience in a demanding but highly supportive department.

The post holders will be the first point of contact for patients awaiting diagnostics and will ensure they deliver excellent customer service and patient care at all times. You will be responsible for handling a high volume of calls from our service users, so an excellent telephone manner is essential.The ability to organise, manage, and take responsibility for your own workload is integral to being successful in this role.

You will need to be organised, a logical thinker, enthusiastic, and highly motivated. A cheerful, caring, and kind nature is essential as part of our Imperial values, delivering the best in patient experience. The ability to communicate effectively at all levels and with a variety of stakeholders is imperative for this role. Candidates must also be able to multi-task, and good problem-solving skills are essential.

Ideally, you will have a good understanding of RTT (Referral to Treatment) performance targets, DMO1 (Diagnostics Waiting Times and Activity) management, and the hospital environment; however, this is not essential if you can demonstrate the other required skills.

The department operates between 8am and 6:30pm, Monday to Friday, and successful candidates will be required to work on a shift basis.

Main duties of the job

• Welcome and assist all patients, families and visitors warmly, creating a calm and reassuring first point of contact for people from diverse cultural, linguistic and social backgrounds.
• Provide clear, compassionate information and reassurance, recognising that many patients may be anxious, distressed, or attending hospital at a vulnerable point in their lives.
• Adapt communication to meet differing needs (e.g. limited English, sensory impairments, cognitive or accessibility needs), using interpreters or other support where appropriate.
• Treat every patient with dignity, respect and sensitivity, ensuring everyone feels valued, included and supported.
• Handle enquiries and concerns professionally and empathetically, escalating promptly when necessary.
• Support patients in practical ways, including completing forms, accessing information, updating if clinics are running late and providing clear directions or way finding support.
• Respond courteously and promptly to telephone and email enquiries, ensuring consistent, high-quality service.
• Maintain confidentiality and adhere to data protection standards in all interactions and record-keeping.

About us

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.

Environmental sustainabilityClimate change and poor air quality is a health emergency that harms people's health and wellbeing and widens health inequalities. The Trust is also committed to reducing its impact on the environment by reducing our greenhouse gas emissions to Net Zero by 2045. All our employees have a role to play, and we have an active green network that supports staff to act in ways that ensures that our services are efficient, sustainable and reduce our impact on the environment www.imperial.nhs.uk/about-us/our-strategy/green-plan.

Job responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.

For both overviews please view the Job Description attachment with the job advert.

Person Specification

Education

• Educated to A-level standard (Level 3) or able to demonstrate equivalent* knowledge, skills and experience gained through work or structured learning
• Good general standard of education, including English and Maths, or ability to evidence these skills through experience.
• Customer service training or similar non-clinical qualification.

Experience

• Experience in a customer-facing role (e.g. reception, hospitality, retail, call handling or administrative role).
• Experience of working in a busy environment with competing demands.
• Experience working with people from diverse cultural, social and linguistic backgrounds
• Experience of working within a healthcare service.
• Experience of using electronic patient record databases and dictation systems.

Skills

• Outstanding interpersonal and customer service skills - warm, calm, welcoming and able to put people at ease.
• Strong communication skills - clear, professional, patient, and able to adapt style to meet the needs of different individuals.
• Strong digital fluency - confident and efficient digital user, with strong keyboard skills, able to work accurately and independently across multiple systems simultaneously, knowing how to prioritise, validate and reconcile information across different systems (e.g. electronic patient record systems, booking systems, Outlook, Word, Excel, Teams); able to learn and adapt to new systems quickly.
• Accuracy, including numeric accuracy, and attention to detail, especially when entering patient information and managing appointments.
• Ability to communicate in more than one language commonly spoken in north-west London.

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.