Patient Administrator - Call Centre

NHS; Isleworth; On-site; GBP 29,000 - 32,000; Full time

Job summary

A healthcare provider is seeking a Patient Administrator to join their busy call centre at West Middlesex site. This role involves providing high-quality customer service, handling complex telephone calls, and supporting a team in a demanding environment. Candidates should have strong communication skills and experience in administration, with a proactive approach to problem-solving. The position offers a permanent contract with a salary of £29,651 to £31,312 per annum, working full-time.

Qualifications

• Experience in an administrative role with telephone duties.
• Ability to work under pressure in a busy environment.
• Demonstrated initiative and flexibility in teamwork.

Responsibilities

• Provide efficient, polite customer service to patients and visitors.
• Handle sensitive queries confidentially with empathy.
• Oversee junior staff to ensure daily objectives are met.

Skills

Customer service experience

Excellent communication skills

Ability to prioritise workload

Interpersonal skills

Teamwork

Problem-solving

Education

GCSE English and Maths or equivalent

Job description

Job Summary

We are searching for high performing and enthusiastic individuals to fill a Patient Administrator vacancy on the West Middlesex site working in our busy call centre supporting both sites. If you like talking to people and have had previous experience in customer service or a call centre this could be the role you are looking for. You must have telephone experience and ideally experience of working with Cerner or other PAS systems. You should have a good team spirit as well as being able to work autonomously. As a team player they will need to be able to demonstrate excellent listening and communication skills, be organised, adaptable and flexible, show empathy and concern for others. If you thrive on a challenge and enjoy working in a very busy and demanding environment this could be the role for you.

Key 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 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.

Key Qualifications

• GCSE English and Maths or equivalent.
• Experience of working in an administrative capacity.
• Proven experience of dealing with complex telephone calls.
• Experience in working as part of a team.
• Excellent communication skills both written and verbal.
• Ability to prioritise and organise workload.
• Ability to use own initiative.
• To be able to work as part of a team.
• Excellent interpersonal skills.
• A cheerful and helpful manner when dealing with patients and other staff.
• Work well as part of a team.
• Able to solve problems and work in a logical methodical manner.

Benefits & Contract

• Permanent contract.
• Band 3.
• Salary £29,651 to £31,312 per annum incl. HCAS.
• Full time working pattern.
• Date posted: 30 December 2025.
• Reference number: 289-CS-274.
• Location: West Middlesex University Hospital, Twickenham Road, Isleworth, TW7 6AF.

Equality & Diversity

We are committed to equal opportunities and believe that diversity drives innovation and excellence. As part of our dedication to equity, we actively welcome applications from individuals from the global majority, veterans and underrepresented communities. We value the unique perspectives and experiences that diverse teams bring and are committed to creating an environment where all voices are heard, respected, and empowered to succeed.