Patient Administrator - Call Centre

Transformation Unit; Isleworth; A distancia; GBP 31.000 - 32.000; Jornada completa

Descripción de la vacante

Chelsea and Westminster Hospital NHS Foundation Trust is seeking a Patient Administrator (Band 3) for the West Middlesex site. The role supports a busy call centre, handles patient enquiries, and updates PAS records. Training will be provided, and a proactive, empathetic approach is essential.

The post offers a full-time, 37.5-hour week on a rota basis, with pay in the NHS pay scale and HCAs. Applicants should have strong communication skills and experience in customer service or call centres.

Formación

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

Responsabilidades

• Provide a customer-focused service to patients and visitors.
• Support high-quality healthcare through admin duties.
• Handle patient queries confidentially and refer clinical queries appropriately.
• Update patient details on PAS systems.
• Provide cover across the POD when required.

Conocimientos

Telephone experience

Cerner PAS experience

Listening skills

Communication skills

Empathy

Teamwork

Adaptable

Educación

GCSE English and Maths or equivalent

Herramientas

Cerner PAS system

Descripción del empleo

Main area Patient Access Grade Band 3 Contract Permanent Hours Full time - 37.5 hours per week (Monday-Friday 8am-17.30pm, on a rota) Job ref 289-CS-567

Employer Chelsea and Westminster Hospital NHS Foundation Trust Employer type NHS Site West Middlesex University Hospital Town Isleworth Salary £30,630 - £32,346 per annum incl. HCAS Salary period Yearly Closing 18/11/2026 23:59

Patient Administrator - Call Centre

Band 3

Job overview

West Middlesex Site

Booking team and Call Centre

Monday- Friday 8am-17.30pm, on a rota basis

We are searching for high performing and enthusiastic individuals to fill a Patient Administrator vacancies 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.

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.

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 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. If you haven’t heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.

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

Person specification

Education and Qualifications

• GCSE English and Maths or equivalent

Experience

• Experience of working in an administrative capacity
• Proven experience of dealing with complex telephone calls
• Experience in working as part of a team

Skills and knowledge

• Excellent communication skills both written and verbal
• Ability to prioritise and organise work load
• 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

Right to work

If you need sponsorship to work in the UK, please visit the Home Office website for information on sponsorship and visa status before you fill in your application form. Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on UK Visas and Immigration - GOV.UK

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.

Application numbers

This vacancy may close early if it receives a high number of applications. Please complete and submit your application in good time to avoid disappointment.