Patient Services Coordinator

Imperial College Healthcare NHS Trust; Greater London; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Career development

Flexible working

Wellbeing

Staff recognition scheme

Cycle to Work

Car lease schemes

Season ticket loan

Onsite leisure facilities

Job summary

Imperial College Healthcare NHS Trust is seeking proactive Patient Service Centre staff to welcome patients awaiting diagnostics and handle high volumes of calls with exemplary service. You will organise your workload, adapt to diverse needs, and uphold confidentiality in a busy hospital environment.

The role emphasizes empathy, effective communication, and multi-system proficiency (EPIS, booking systems, Outlook, Word, Excel, Teams). Shift work is required, Monday to Friday, 8am–6:30pm.

Qualifications

• Educated to A-level standard (Level 3) or able to demonstrate equivalent knowledge and experience.
• Good general standard of English and Maths, or evidence via experience.
• Customer service training or similar non-clinical qualification.

Responsibilities

• Welcome and assist all patients, families and visitors warmly, creating a calm first point of contact.
• Provide clear information and reassurance, recognising anxiety or vulnerability.
• Adapt communication to meet differing needs, using interpreters where appropriate.
• Treat every patient with dignity, respect and sensitivity.
• Handle enquiries and concerns professionally and empathetically, escalating when necessary.
• Support patients practically, including completing forms and guiding to clinics.
• Respond to telephone and email enquiries promptly, ensuring high-quality service.
• Maintain confidentiality and adhere to data protection standards.

Skills

Outstanding interpersonal & customer

Clear professional communication

Digital literacy across Outlook/Word/8

Education

A-level standard or equivalent

English & Maths basic proficiency

Customer service training

Tools

Electronic patient record systems

Dictation systems

Outlook

Word

Excel

Teams

Job description

Imperial College Healthcare NHS Trust is seeking proactive Patient Service Centre staff to welcome patients awaiting diagnostics and handle high volumes of calls with exemplary service. You will organise your workload, adapt to diverse needs, and uphold confidentiality in a busy hospital environment.

The role emphasizes empathy, effective communication, and multi-system proficiency (EPIS, booking systems, Outlook, Word, Excel, Teams). Shift work is required, Monday to Friday, 8am–6:30pm.