Patient Service Advisor — Booking & Inquiries

IMPERIAL COLLEGE HEALTHCARE NHS TRUST; Greater London; On-site; GBP 21,000 - 24,000; Full time

Benefits offered by this job

Career development

Flexible working

Wellbeing

Staff recognition scheme

Cycle to Work

Car lease schemes

Season ticket loan

Job summary

Imperial College Healthcare NHS Trust is seeking a proactive Booking Administrator to join our Patient Service Centre. You will be the first point of contact for patients awaiting diagnostics, delivering excellent customer service and compassionate patient care while handling a high volume of calls.

The role requires strong organisation, clear communication, and the ability to multi-task. Shifts run 8am to 6:30pm, Monday to Friday, with training and a supportive team to help you succeed.

Responsibilities

• Welcome and assist all patients, families and visitors warmly, creating a calm and reassuring first point of contact for people from diverse cultural, linguistic and social backgrounds.
• Provide clear, compassionate information and reassurance, recognising that many patients may be anxious, distressed, or attending hospital at a vulnerable point in their lives.
• Adapt communication to meet differing needs (e.g. limited English, sensory impairments, cognitive or accessibility needs), using interpreters or other support where appropriate.
• Treat every patient with dignity, respect and sensitivity, ensuring everyone feels valued, included and supported.
• Handle enquiries and concerns professionally and empathetically, escalating promptly when necessary.
• Support patients in practical ways, including completing forms, accessing information, updating if clinics are running late and providing clear directions or way finding support.
• Respond courteously and promptly to telephone and email enquiries, ensuring consistent, high‑quality service.
• Maintain confidentiality and adhere to data protection standards in all interactions and record‑keeping.

Job description

Imperial College Healthcare NHS Trust is seeking a proactive Booking Administrator to join our Patient Service Centre. You will be the first point of contact for patients awaiting diagnostics, delivering excellent customer service and compassionate patient care while handling a high volume of calls.

The role requires strong organisation, clear communication, and the ability to multi-task. Shifts run 8am to 6:30pm, Monday to Friday, with training and a supportive team to help you succeed.