customer-focused Administrator

Imperial College Healthcare NHS; City of Westminster; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Career development

Flexible working

Wellbeing programme

Staff recognition scheme

Cycle to Work

Car lease schemes

Season ticket loan

Onsite leisure facilities

Job summary

Imperial College Healthcare NHS is seeking an Administrator to join the Theatres, Anaesthetics, Pain Services and Pre-Assessment team. You will be the first point of contact, delivering welcoming and efficient service to patients and visitors while coordinating appointments and admissions across multiple sites.

You will maintain accurate records, respond to enquiries, and support service improvements in a busy, patient‑facing environment.

Responsibilities

• Provide a professional, customer-focused service to patients, carers, visitors and colleagues.
• Coordinate patient appointments, admissions and procedures per Trust policies.
• Maintain accurate patient records with high data quality and confidentiality.
• Respond to enquiries by phone, email and in person; resolve routine issues and escalate when needed.
• Manage correspondence and admin tasks, ensuring accuracy and timeliness.
• Liaise with clinical and admin teams to support services and timely care.
• Monitor patient pathways and flag delays or breaches to staff.
• Assist in preparing reports, audits and performance information.
• Maintain office systems, order supplies and perform general admin duties.
• Provide cross-cover for colleagues and support team objectives.
• Participate in training and service improvement activities.
• Ensure compliance with Trust policies and data protection regulations.

Job description

We are looking for a friendly, organised and customer-focused Administrator to join our Theatres, Anaesthetics, Pain Services and Pre-Assessment team. This is a rewarding role at the heart of patient care, where you will help ensure patients receive a seamless experience throughout their healthcare journey. As the first point of contact for many patients, families and visitors, you will play a key role in creating a welcoming, professional and inclusive environment. You will support patient pathways by managing appointments, coordinating admissions and procedures, maintaining accurate records, and responding to enquiries with empathy and efficiency. Your work will directly contribute to delivering timely care and an outstanding patient experience. This role offers the opportunity to work closely with clinical, operational and administrative colleagues across a range of specialties and hospital sites. We are looking for someone who enjoys helping people, thrives in a busy environment, and takes pride in delivering excellent customer service while maintaining high standards of accuracy and professionalism.

• Provide a professional and customer-focused service to patients, carers, visitors and colleagues, acting as a key point of contact for the department.
• Coordinate patient appointments, admissions and procedures, ensuring bookings are managed accurately and in line with Trust policies.
• Maintain accurate patient records on Trust systems, ensuring high standards of data quality and confidentiality.
• Respond to telephone, email and face-to-face enquiries, resolving routine issues and escalating concerns where appropriate.
• Manage correspondence, documentation and administrative processes, ensuring tasks are completed accurately and within agreed timescales.
• Liaise with clinical and administrative teams to support the smooth running of services and timely patient care.
• Monitor and track patient pathways, highlighting delays or potential breaches to relevant staff.
• Support the preparation of reports, audits and service performance information as required.
• Maintain office systems, order supplies and undertake general administrative duties to ensure efficient service delivery.
• Provide cross-cover for colleagues during periods of absence and contribute positively to team objectives.
• Participate in training, service improvement activities and other duties appropriate to the role.

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.

• career development, flexible working and wellbeing, staff recognition scheme.
• 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.