Patient Administrator - Call Centre

Chelsea and Westminster Hospital NHS Foundation Trust; Isleworth; On-site; GBP 20,000 - 24,000; Full time

Job summary

Chelsea and Westminster Hospital NHS Foundation Trust is seeking a Patient Administrator for the Booking Team and Call Centre at the West Middlesex site to support both hospital sites. You will provide patient-focused administrative and telephone support, update records, and arrange practical services.

Role involves handling complex calls, coordinating with teams, and maintaining accurate data in PAS. Weekend shifts may be required across sites; GCSEs in English and Maths are required.

Qualifications

• GCSE English and Maths or equivalent
• Experience working in an administrative role
• Proven experience handling complex telephone calls
• Experience working as part of a team

Responsibilities

• Provide courteous, patient-focused service and support high standards of healthcare service delivery
• Handle patient and relative queries confidentially and sensitively, referring clinical matters to appropriate staff
• Respond empathetically to patients and relatives who are distressed
• Take and relay telephone enquiries and messages, using initiative and prioritisation when sharing information
• Update patient details on PAS and check demographic information at arrival or departure
• Oversee junior staff, monitor daily work objectives and demonstrate duties to new starters
• Follow data-capture procedures for service-specific outcomes
• File paperwork and keep forms, patient information leaflets, questionnaires, labels and continuation sheets available
• Arrange interpreter and transport services when needed
• Follow trust-wide procedures and policies for clinical administration and contribute to their development
• Provide cover across the POD as required
• Support both hospital sites through the call centre

Skills

Excellent written & verbal comms

Prioritise & organise workload

Teamwork

Education

GCSE English & Maths

Tools

Cerner PAS

Job description

This Patient Administrator post sits in the Booking Team and Call Centre at Chelsea and Westminster Hospital NHS Foundation Trust’s West Middlesex site, supporting both hospital sites. It provides patient-focused administrative and telephone support, including handling enquiries, updating records and arranging practical services. The stated rota runs Monday to Friday between 8am and 5.30pm; some roles may involve weekend shifts across multiple sites. GCSE English and Maths or equivalent is required, alongside administrative experience and proven experience handling complex calls.

What the job involves

• Provide courteous, patient-focused service and support high standards of healthcare service delivery
• Handle patient and relative queries confidentially and sensitively, referring clinical matters to appropriate staff
• Respond empathetically to patients and relatives who are distressed
• Take and relay telephone enquiries and messages, using initiative and prioritisation when sharing information
• Update patient details on PAS and check demographic information at arrival or departure
• Oversee junior staff, monitor daily work objectives and demonstrate duties to new starters
• Follow data-capture procedures for service-specific outcomes
• File paperwork and keep forms, patient information leaflets, questionnaires, labels and continuation sheets available
• Arrange interpreter and transport services when needed
• Follow trust-wide procedures and policies for clinical administration and contribute to their development
• Provide cover across the POD as required
• Support both hospital sites through the call centre

What’s required

Qualifications

• GCSE English and Maths or equivalent

Experience

• Experience working in an administrative role
• Proven experience handling complex telephone calls
• Experience working as part of a team

Skills & knowledge

• Excellent written and verbal communication skills
• Ability to prioritise and organise workload
• Ability to work as part of a team

Other

• Excellent interpersonal skills
• Cheerful and helpful manner with patients and colleagues

Nice to have

• Experience using Cerner or another PAS system