Patient Access & Booking Coordinator

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

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.