DWLO Patient Administrator

NHS; City Of London; On-site; GBP 30,000 - 33,000; Full time

Job summary

A leading healthcare institution in London seeks administrative support staff to assist the healthcare team. The role involves managing patient queries, booking appointments, and escalating complex issues as needed. Candidates should be educated to GCSE level, possess strong computer skills, and demonstrate effective communication abilities. Competitive salary and permanent, full-time employment are offered.

Qualifications

• Strong computer skills, including familiarity with Microsoft Office Suite.
• Experience in healthcare administration is desirable.
• Excellent written and verbal communication skills.

Responsibilities

• Manage and answer telephone calls related to the service.
• Book patient appointments, diagnostics, and inpatient stays.
• Resolve simple queries and determine when to escalate.

Skills

Clear & effective communication skills

Strong computer skills

Familiarity with Microsoft Office Suite

Education

Educated to GCSE level or equivalent with Grade C or above in English and Maths

Tools

Epic

Job description

Job Summary

Assisting and supporting (including cross covering) other members of the administrative team across the department or division. Duties include dealing with telephone calls, resolving simple enquiries for patients, their carer’s and visitors, and reception type duties when required. Carry out designated administrative tasks under direction and with guidance, and following agreed standard operating procedures. Schedule patients and manage work queues in line with standard operating procedures.

Responsibilities

• Communicate clearly, effectively and compassionately with multidisciplinary team, patients and their family, visitors or carers.
• Manage and answer telephone calls related to the service in a courteous and prompt manner.
• Resolve simple queries and determine when to pass the caller to a member of the clinical team.
• Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members.
• Receive and respond to patient e‑mail queries, monitoring, managing and triaging email. Manage physical post and in‑basket.
• Escalate complex queries, providing reassurance, an expected response time and further contact details as appropriate.
• Send no‑contact letters and ad hoc letters completed by the consultant generated to insurance companies etc.
• Monitor patient pathway via PTL, update and escalate where patient pathway issues are identified.
• Book patient appointments, diagnostics and inpatient stays throughout their patient pathway.
• Correspond with patients, practices and internal staff.
• Conduct reminder calls to patients and rearrange appointments to prevent non‑attendances.
• Manage patient correspondence via text reminder services.
• Check patients are accurately recorded on the waiting list on the Epic system and escalate where issues are identified.
• Access appointment booking systems for routine pre‑operative assessments and diagnostics and associated outcomes.
• Check order list on Epic daily, ensuring appointments are made within required timescales and escalating if required.
• Send correspondence to patients, GPs or others involved in their care in a timely manner.
• Process and register referrals, booking outpatient appointments within Epic.
• Book interpreters as required.
• Collate required patient information at the request of clinical teams.

Person Specification

Education

• Essential: Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
• Desirable: Understanding of Patient Access Targets.

Knowledge

• Essential: Strong computer skills, including familiarity with Microsoft Office Suite.
• Desirable: Prior experience in healthcare administration, medical office, or scheduling roles.

Skills

• Essential: Clear & effective communication skills both written and verbal.
• Desirable: Proficiency in Epic, Patient tracking lists and Work‑queues.

Job Details

Band: 3
Salary: £30,546 to £32,207 a year per annum, including high cost allowance
Contract: Permanent
Working pattern: Full‑time
Date posted: 04 November 2025
Reference number: 213-Division-A-7585036
Job location: King's College Hospital NHS Foundation Trust, Denmark Hill, London, SE5 9RS

Employer Information

King's College Hospital NHS Foundation Trust
Address: Denmark Hill, London, SE5 9RS
Website: https://www.kch.nhs.uk/