Senior Patient Administrator

Chelwest; Greater London; On-site; GBP 33,000 - 36,000; Full time

Job summary

Chelsea and Westminster Hospital NHS Foundation Trust is seeking a Band 4 Senior Patient Administrator for the Maternity team at West Middlesex University Hospital. The role is full-time, Monday to Friday, 9am–5pm, with a focus on coordinating administrative processes, patient pathways and effective liaison with clinicians.

You will act as a key point of contact for staff and patients, ensuring timely, accurate information and maintaining high standards of professionalism and customer service.

Qualifications

• Strong interpersonal and communication skills with patients and staff.
• Ability to prioritise workload and manage competing demands.
• Experience supervising administrative staff in a fast-paced NHS setting.

Responsibilities

• Assist the Team Leader in staff management, workload prioritisation, supervision and training targets.
• Support resource use and ensure timely, polite and confidential patient enquiries are handled.
• Lead orientation for new staff and develop team members through supervision and training.

Skills

Communication skills

Prioritisation

Staff supervision

Education

English and Mathematics GCSE or equivalent

Tools

Cerner

Job description

We are an award winning organisation providing care at two main hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—and a number of community-based services across London, such as sexual health and HIV clinics.

With 6,700 members of staff, we are proud to care for a diverse population of one million people. We are committed to ensuring that our workforce is just as diverse with a strong mix of skills and abilities.

Our staff are at the very heart of our organisation and we recognise the valuable contribution that each and every person working at the Trust makes. One of our Trust priorities is to be an employer of choice—a place where people want to start their career and to grow with us through continued education, professional development and support .

Main area Maternity Grade NHS AfC: Band 4 Contract Permanent Hours Full time - 37.5 hours per week (Monday to Friday 9am- 5pm) Job ref 289-CS-538-A

Site West Middlesex University Hospital Town Isleworth Salary £33,262 - £36,027 per annum incl. HCAS Salary period Yearly Closing 08/11/2026 23:59

Job overview

Band 4 Senior Patient Administrator, Monday to Friday 9am - 5pm (Fulltime)

Queen Marys Maternity Unit, West Middlesex University Hospital

Success in this role will require a calm yet proactive approach, as well as the ability to multi-task efficiently while maintaining a thorough and high-quality standard in all tasks.

You will act as the primary point of contact for Admin staff, clinicians and patients, ensuring communication is clear and timely. Additionally, liaising with various stakeholders will be a core part of the role, so acting in an efficient and effective manner will be essential.

You will also be working alongside other band 4 colleagues within the department, with an aim to build some cross cover. This teamwork will help ensure the smooth running of the service and support continuity, even during busy periods.

Please let me know if you have any questions, or would like more information about any aspect of the role.

Where possible you should have a good understanding of Cerner

The closing date given is a guide only. There may be some occasions when we may close a vacancy if we receive a high number of applications. You are therefore advised to submit your application as early as possible to avoid disappointment.

Previous applicants need not re-apply.

Main duties of the job

The post holder will play a key role in the delivery of a high quality, safe and compassionate healthcare service to patients. They will ensure that streamlined administrative processes are implemented and followed which are focused on the patient and their individual needs.

The Senior Patient Administrator in Maternity team will provide effective and efficient administrative support to a team and will act as a focal point of communication between patients, doctors and other healthcare professionals. As a senior member of the team, the staff member will act as a role model to others in all aspects of their work, consistently demonstrating the highest standards of professionalism and customer service.

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.

Detailed job description and main responsibilities

• Assist the Team Leader in all aspects of staff management of all Patient Administrators and Assistant Patient Administrators, including assisting with prioritising of workload, day to day support, supervision, sickness, performance and appraisal and ensuring mandatory and statutory training targets are achieved.
• Support the Team Leader in maximising the best use of clinical and non-clinical resources
• Ensure that all enquiries are dealt with in a timely, polite, professional and confidential manner, taking action or escalating as appropriate, using initiative and prioritising skills
• Proactively manage patient pathways so that all patients receive a high standard of service delivery
• Use initiative when dealing with patients’ problems or when dealing with managers and consultants who may request patient information.
• Ensure all activity is cashed up in a timely manner using Trust’s Cerner/appropriate IT system including DNAs and discharges.
• Participate in new staff induction, demonstrates duties to new starters and providing close supervision
• Develop of new members of the team through training and supervision
• Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development
• Suggest improvements to systems, with ways of measuring effectiveness of any changes made.
• Support the Team Leader in overseeing reception services ensuring adequate cover at all times and that patients receive an appropriate and welcoming service.
• Ensure patient demographic details are updated on the Cerner
• Collect and use data to measure performance of department against objectives.
• Assist all members of staff and patients with the uptake of new technologies, and where required become a ‘user champion’ to embed learning
• Assist in sourcing specialist equipment as appropriate.
• Flag up and report overseas visitors for payment
• Retrieve and validate missing NHS numbers card and investigate errors
• Assist in the maintenance of stationery stock.
• Organise and prioritise workload with minimal supervision.
• To lead orientation and induction of new members of staff and ensure existing members are up to date in all their training needs.
• Produce accurate theatre lists on a daily/weekly basis.
• Communicate with women both verbally and in writing confirming appointments.
• To respond to any request from women.
• Monitor on a daily basis any bottlenecks or breaches and report to the Theatre Manager.
• Proactively identify opportunities for improvement and efficiency.
• Liaise closely with ward managers to ensure fluctuations in theatre activity are communicated and appropriate staffing is sourced.
• To compile and present data when required.
• To establish and maintain effective working relationships.
• Liaise with clinicians regarding appropriate scheduling of patients such as case mix together with other key information to ensure the full utilisation of theatre lists.
• Liaise with clinical staff to ensure any specialist equipment is available as required.
• Participate in team, professional and personal development activities.
• Ensure the case mix of women booked to lists is optimal utilisation of theatre time , though a working knowledge and close working relationship with the MDT.
• Book induction of labour appointments.
• To undertake any other duties commensurate with the banding of the post and within reason as directed.
• Order stock required in the absence of supplies coordinator.
• Demonstrate excellent communication and interpersonal skills including the ability to exercise diplomacy and a good telephone manner.
• Maintain confidentiality regarding all matters related to the service.
• Appropriately receive, re-direct and make telephone calls to and from the department as required. Run an effective messaging service.
• Receive queries and ensure that they are actioned in a timely and appropriate fashion.
• To politely, effectively and sensitively deal with written and telephone enquiries

Person specification

Education and Qualifications

• English and Mathematics GCSE or equivalent

Experience

• Experience of working in a team
• Communicating with members of the public
• Demonstrable experience of working in an administrative role in a busy office environment
• Working in NHS or other similar health care environment.
• Demonstrable experience of working within customer-driven service and working to strict targets
• Proven experience of dealing with complex telephone calls

Skills and knowledge

• Excellent communication skills both written and verbal
• Ability to prioritise workload effectively and meet competing demands
• To have a flexible approach to work and be able to use own initiative
• Supervisor staff within an admin enviroment
• Familiarity with written communications
• Knowledge of filing systems and ability to file accurately and pay attention to detail

Important

• There may be some occasions when we have to close a vacancy earlier than the advertised closing date, this will be due to a high volume of applications. You are therefore advised to submit your application as early as possible to avoid disappointment.
• Please check your emails regularly (and your junk folder) as this is how we will communicate with you throughout the recruitment process.
• In submitting an application, you authorise the Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process, should you be appointed to the post.
• During the recruitment process your identity documentation (ie passport, driving licence, visa etc) will be scanned using a device which recognises UV, infrared and machine-readable zone security features of the documents provided.
• Employment at the Trust is offered subject to successful completion of a six month probationary period.
• We operate a joint recruitment hub across the North West London Acute Provider Collaborative Group. As part of this, your application and personal data may be shared with partner trusts within the group for recruitment and workforce purposes, in line with General Data Protection Regulation (GDPR)

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.

• Looking for flexible work? Why not join our StaffBank .

The recruitment team are available to provide support from 9am–5pm, Mon–Fri. To contact the team please call the Trust switchboard and ask for ‘Recruitment team, Human Resources Department’.