Patient Administrator

Chelsea and Westminster Hospital NHS Foundation Trust; Greater London; On-site; GBP 31,000 - 32,000; Full time

Benefits offered by this job

Flexible working arrangements

Job summary

Chelsea and Westminster Hospital NHS Foundation Trust is seeking a full-time Patient Administrator for the Patient Access team at West Middlesex University Hospital. The role requires delivering a comprehensive patient-focused administrative service in a busy environment, liaising with patients, clinicians and healthcare staff to ensure smooth workflow.

The post holder will work Monday to Friday, 9am-5pm, across the Patient Access area, handling data entry, appointments, queries and escalation

Qualifications

• Experience in an administrative capacity within a busy environment.
• Proven ability to handle complex telephone queries with professionalism.
• Excellent communication skills, written and verbal, with the ability to interact with patients and colleagues.

Responsibilities

• Provide a customer-focused administrative service to patients and visitors.
• Support high-quality, safe, and compassionate care through efficient admin processes.
• Handle patient data accurately and liaise with clinicians and staff as needed.
• Coordinate with departments such as A&E, main reception, and wards to ensure smooth workflow.
• Manage telephone enquiries, messages, and appointments with prioritisation and discretion.

Skills

Communication

Phone handling

Teamwork

Education

GCSE English & Maths

A-level English & Maths

Tools

Windows OS

PAS system

Microsoft Office

Job description

We are an award winning organisation providing care at two main hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—and a number of community-based services across London, such as sexual health and HIV clinics.

With 6,700 members of staff, we are proud to care for a diverse population of one million people. We are committed to ensuring that our workforce is just as diverse with a strong mix of skills and abilities.

Our staff are at the very heart of our organisation and we recognise the valuable contribution that each and every person working at the Trust makes. One of our Trust priorities is to be an employer of choice—a place where people want to start their career and to grow with us through continued education, professional development and support .

Main area Patient Access Grade NHS AfC: Band 3 Contract Permanent Hours Full time - 37.5 hours per week (Monday-Friday, 9am-5pm) Job ref 289-CS-539

Site West Middlesex Hospital Town Isleworth Salary £30,630 - £32,346 per annum incl. HCAS Salary period Yearly Closing 27/09/2026 23:59

Job overview

Chelsea and Westminster Hospital - Patient Access

We are searching for 1 high performing and enthusiastic individual to fill a Full-Time Patient Administrator vacancy at the Chelsea and Westminster Hospital, working in our busy Admin Department. If you thrive on a challenge and enjoy working in a very busy and demanding environment this could be the role for you.

The post holder will provide a comprehensive patient focused administrative service, on a day to day basis to a multi-disciplinary team based in the Patient Access team.

The successful candidate must be able to work autonomously and a a team member and be able to take a wide range of administrative duties.

As a team player they will need to be able to demonstrate excellent communication skills, be organised , adaptable and flexible show empathy and concern for others.

Working Monday- Friday 9-5

Main duties of the job

The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by providing an administrative service focused on the patient and their individual needs. The Patient Administrator will provide effective and efficient administrative support to a team liaising with patients, doctors and other healthcare professionals. The staff member will work consistently to provide high quality customer service and will be professional at all times.

The post holder will be required to work inoneof the following areas as indicated in the Job Advert providing cross cover where necessary:

• Clinical Offices
• A&E
• Main reception
• Clinical Imaging
• Wards

Working for our organisation

Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—along with award-winning clinics across North West London.

Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children’s services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.

We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.

We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs.

Some roles may require weekend shifts at multiple sites.

Detailed job description and main responsibilities

Roles and 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 that all patients receive a high standard of service delivery
• Handle queries from patients/relatives confidentially and sensitively; refer clinical related queries to appropriate staff
• Interact with patients and relatives in distress in a sensitive and empathetic manner
• Take and relay as appropriate, telephone enquiries and messages , using initiative and prioritising skills when disseminating information
• Update patient details on PAS as appropriate, checking all demographic details on arrival or departure
• Oversee the work of more junior staff and ensure work objectives are being met on a day-to-day basis and demonstrate duties to new starters
• Ensure all procedures are followed re data capture for service specific outcomes.
• Ensure all paperwork is filed appropriately
• Arrange interpreter and transport services where indicated
• Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development
• Provide cover across the POD as and when required
• Provide an excellent standard of service to patients at all times
• Ensure the availability of all necessary documents (including forms, patient information leaflets and questionnaires) labels, continuation sheets

Education and Qualifications

• GCSE English and Maths or equivalent
• A-level English and Maths or equivalent

Experience

• Experience of working in an administrative capacity
• Proven experience of dealing with complex telephone calls
• Demonstrable experience of maintaining a professional attitude in a pressured environment
• Experience in working as part of a team
• Experience if working in an administrative capacity within the NHS

Skills and knowledge

• Competent working knowledge of windows based computer systems
• Excellent communication skills both written and verbal
• Ability to prioritise and organise work load
• Ability to use own initiative
• To be able to work as part of a team
• Able to file accurately and pay attention to detail
• Knowledge of NHS processes
• Knowledge of Cerner workflows

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.