Patient Admin & Call Centre Specialist (NHS)

Chelsea and Westminster Hospital NHS Foundation Trust; Isleworth; On-site; GBP 21,000 - 25,000; Full time

Job summary

Chelsea and Westminster Hospital NHS Foundation Trust in London is seeking a Patient Administrator for the busy call centre across the West Middlesex site, supporting patients and colleagues with a professional and compassionate approach.

The role requires telephone experience, ability to work autonomously, strong listening and communication skills, and accuracy when updating PAS patient records; involvement across POD and coordinating interpreter/transport where needed.

Qualifications

• You must have telephone experience.
• Ideally experience with Cerner or other PAS systems.
• Demonstrate excellent listening and communication skills.
• Be organized, adaptable and flexible, and show empathy and concern for others.
• Be able to work autonomously and as part of a team.

Responsibilities

• Provide a customer focused service dealing with all patients or visitors in an efficient, polite and courteous manner.
• Support the delivery of a high quality healthcare service ensuring patients receive a high standard of service.
• Handle queries from patients/relatives confidentially and sensitively; refer clinical queries to appropriate staff.
• Interact with patients and relatives in distress in a sensitive and empathetic manner.
• Take and relay telephone enquiries and messages, using initiative and prioritising information dissemination.
• Update patient details on PAS and check demographic details on arrival or departure.
• Oversee the work of junior staff and ensure day-to-day objectives are met; train new starters.
• Ensure procedures are followed for data capture and service outcomes.
• Ensure all paperwork is filed appropriately.
• Arrange interpreters and transport as indicated.
• Adhere to SOPs and policies for clinical administrative processes.
• Provide cross-site cover across the POD as required.
• Maintain an excellent standard of service to patients at all times.
• Ensure availability of documents (forms, leaflets, questionnaires) and labels.

Skills

Telephone experience

Listening skills

Communication

Teamwork

Empathy

Tools

Cerner PAS

Job description

Chelsea and Westminster Hospital NHS Foundation Trust in London is seeking a Patient Administrator for the busy call centre across the West Middlesex site, supporting patients and colleagues with a professional and compassionate approach.

The role requires telephone experience, ability to work autonomously, strong listening and communication skills, and accuracy when updating PAS patient records; involvement across POD and coordinating interpreter/transport where needed.