Patient Experience Administrator

Lancashire Teaching Hospitals NHS Foundation Trust; Preston; On-site; GBP 23,000 - 28,000; Full time

Job summary

The role involves day-to-day administration, secretarial support to medical staff, reception duties, and telephone handling within the directorate. It requires confidentiality, multi-tasking, and a professional approach across the Trust.

Qualifications

• Numeracy and literacy skills.
• Knowledge of Microsoft Windows applications.
• Previous experience of working with the public.
• Aware of the concept and application of confidentiality.
• Previous experience of working in a health care or related setting.

Responsibilities

• Responding to external and internal telephone queries from staff, patients and others and referring to appropriate person.
• Communicates with a range of staff, users and visitors to the Trust / Department using a variety of communication methods.
• Organising incoming and outgoing post, referring enquiries to appropriate person if necessary.
• Please refer to the attached detailed job description and person specification for the detailed job description and main responsibilities.

Skills

Reception duties

Administrative support

Microsoft Windows

Communication skills

Job description

We hope to be welcoming you to the Lancashire Teaching Hospitals team soon; we've shown you exactly why we're 'a great place to work', now it's time to see for yourself! Have a look at our current vacancies down below and make the first step to starting a fantastic new career. Need help with your NHS application? We've got you covered! Our brand-new step-by-step NHS Application Help Video will guide you through the process, making it easier, faster, and stress‑free to apply. Additionally, you can check out our helpful Application Guide as well!

You can also look at our recruitment flipbook , an interactive brochure showcasing various entry‑level roles. It includes a fun quiz to help you find the right role and links to more information about our hospitals and our fantastic staff.

Corporate Services Roles

For roles in our corporate services departments including – Digital Services (I.T), Recruitment, Employment Services, Temporary Staffing, Rostering, Procurement and Finance, these departments are now part of OneLSC and can be found on the ELHT website: https://elht.nhs.uk/working-us/our-vacancies

Main area Trauma & Orthopaedics Grade Band 2 Contract Permanent Hours

• Full time
• Part time

37.5 hours per week (Monday to Friday shifts between 8-6, 4 or 5 days per week available) Job ref 438-PB4983

Site Lancashire Teaching Hospital Trust Town RPH/CDH Salary £25,272 pro rata for part time Salary period Yearly Closing 15/11/2026 23:59

Job overview

Are you looking to expand your knowledge and understanding in admin? We have a fantastic opportunity for an individual who is looking to become part of a dynamic and high performing team.

You will be responsible for the day‑to‑day processing of administration tasks within the directorate, providing secretarial and administrative support to medical staff and other staff, including reception and telephone duties.

Main duties of the job

You will provide an effective communication link to patients, administrative staff and the Trust. You will monitor the timelines of patient treatment to ensure that patients are seen in the national waiting time. You will provide a contact point for patients at any point of the orthopaedic pathway and will liaise with other departments to support the arrangement of a wide spectrum of hospital visits along that pathway.

You will demonstrate excellent organisational skills, must be flexible in approach, able to exercise initiative and demonstrate a consistently high standard of professionalism, being aware of the need for confidentiality and integrity. Fundamental to this post is the ability to multi‑task and effectively manage their workload working to tight deadlines.

Working for our organisation

We have 10,000 fantastic people working hard to deliver quality services to our patients. Whatever your role, you help look after 370,000 people in our local area & give specialist care to 1.5 million people across Lancashire & Cumbria.

Working with us gives you the knowledge and sense of pride that every activity you do genuinely does make a difference to support our patients & staff, ensuring we keep thriving & delivering outstanding healthcare right across our local towns.

You’ll have access to varied development opportunities, learn new skills, meet fab people & do things you’d never have done. You’ll learn about working in a hospital, interacting with people from all different roles to build skills & enhance your career path.

You’ll make an impact, be challenged to think differently, be bold & help innovate to keep improving things. Everything we do centres around patient care and enhancing their experience which means your role is pivotal and something really to be proud of.

Detailed job description and main responsibilities

Responding to external and internal telephone queries from staff, patients and others and referring to appropriate person.

Communicates with a range of staff, users and visitors to the Trust / Department utilising a variety of communication methods including verbal, electronic and passing information in a format that is appropriate to the individual request.

Organising incoming and outgoing post, referring enquiries to appropriate person if necessary.

Please refer to the attached detailed job description and person specification for the detailed job description and main responsibilities.

Person specification

Qualifications and Education

• Numeracy and literacy skills
• Knowledge of Microsoft Windows applications

Knowledge and Experience

• Previous experience of working with the public
• Aware of the concept and application of confidentiality
• Previous experience of working in a health care or related setting

We are committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership, neurodiversity or veteran status are encouraged to apply for this post. Our Statement on the Recruitment of Ex‑Offenders is available Here

To support you in your application process we’ve created a What we can offer you guide that shows what you can expect when you join our hospitals. The guide includes links to our strategic aims and objectives as well as our values, development support and rewards and benefits. To help you get the best from your application we’ve also put together two guides to help you make your application the best it can be. Just click here and here to go through them, or have themopen as you complete your application.

We recognise that the recruitment process may present barriers for some and you may need personal adjustments to enable you to participate in our recruitment process. Please make contact with the recruitment team at the earliest opportunity to ensure that measures can be put in place to enable your application for this post.

Use of Artificial Intelligence (AI) when writing job applications

If you choose to use AI or other tools to assist in writing your application, it's essential to personalise this information, particularly your supporting information section. While AI can help streamline the writing process, these tools cannot fully grasp the context or requirements of the job you’re applying for. There is also a risk that it can generate false or misleading information.

AI-generated job applications can often be generic, impersonal and may not accurately reflect your qualifications, knowledge, skills, and experiences. It is crucial that you personalise your supporting statement by articulating these in your unique voice. Relying solely on AI to write your application or supporting information section is not advocated by Lancashire Teaching Hospitals and could negatively impact your chances of success in the application process.

We have added a disclaimer to our application process advising that the use of AI is monitored and if applicants have used it then they are required to declare this.

Supporting Information

The supporting information section is an opportunity for you to showcase how your qualifications, knowledge, skill and experiences align with the requirements and criteria outlined in the job description and person.

Our recruiting managers score applications based on the criteria listed in the person specification. They will be looking for evidence of how you meet these criteria. To increase your chances of securing an interview, provide examples of how you have applied your skills and knowledge in real‑life situations. Share work‑related successes and challenges you’ve navigated that align with the criteria. These could be from various aspects of your life, including work, education, and personal experiences.

Consider structuring your supporting information section with clear headings or bullet points. This approach will help both you and the recruiting manager navigate through your application more effectively.

Working Smarter pledge

We are reminded everyday of how important life is, so as part of our Working Smarter pledge we offer a variety of flexible working options and wellbeing support to enable our people to find and maintain the right work‑life balance.

Secondments

If you are applying for a secondment role please ensure you have agreement from your current line manager prior to attending an interview. Also please ensure you have read the LTHTR Secondment Policy. A copy of this can be found on the intranet or by contacting [e-mail].

Please note a young person must be in part‑time education or training until they’re 18. therefore if you are under 18 we are unable to employ you on a full time basis, unless it is in an apprenticeship role.

Disclosure and Barring Service checks

If the role you’ve applied for requires a Disclosure and Barring Services (DBS) check we will administer this on your behalf and the cost will be recovered from your salary, either as a one‑off payment, or over 3 months. The level of check required depends on the role that you have been offered. Currently the charges are - Basic DBS check £26.40 Standard DBS check £26.40 and Enhanced DBS check £54.40. You should be aware that if you are successful in obtaining a position that requires a DBS check but later withdraw your application, you may be required to reimburse the cost of the DBS check. DBS checks remain free of charge for volunteer positions. The DBS Code of Practice can be accessed here .

In line with guidance from United Kingdom Health Security Agency, all staff and volunteers are required to comply with Trust Infection Prevention and Control processes in relation to safe working. This includes mask wearing and adherence to social distancing at all Trust sites.

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We look forward to hearing from you soon!

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