Patient Services Coordinator — NHS Call Centre

Allscreens Nationwide Ltd; Isleworth; On-site; GBP 21,000 - 26,000; Full time

Job summary

Chelsea and Westminster Hospital NHS Foundation Trust is seeking a Patient Administrator to join the busy call centre on the West Middlesex site. You will liaise with patients, doctors and staff, providing efficient administrative support focused on the patient’s needs.

Applicants should have telephone experience and ideally Cerner or PAS familiarity, with strong listening, communication and empathy. The role requires teamwork, organisation and flexibility in a demanding environment.

Qualifications

• Experience in customer service or a call centre.
• Excellent listening and communication skills.
• Able to work in a busy, demanding environment.

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
• 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 met daily
• 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 SOPs and policies for clinical administrative processes and participate in their development
• Provide cover across the POD as required
• Provide an excellent standard of service to patients at all times
• Ensure availability of documents and patient information materials

Skills

Telephone experience

Customer service

Communication skills

Empathy

Team player

Organised

Autonomous work

Cerner PAS experience

Tools

Cerner PAS

Job description

Chelsea and Westminster Hospital NHS Foundation Trust is seeking a Patient Administrator to join the busy call centre on the West Middlesex site. You will liaise with patients, doctors and staff, providing efficient administrative support focused on the patient’s needs.

Applicants should have telephone experience and ideally Cerner or PAS familiarity, with strong listening, communication and empathy. The role requires teamwork, organisation and flexibility in a demanding environment.