Therapies Patient Administrator

East Lancashire Hospitals NHS Trust; Nelson; On-site; GBP 25,000 - 27,000; Part time

Job summary

East Lancashire Hospitals NHS Trust in Nelson is seeking a part-time Patient Administrator to support the Referral Management and Booking team. The post is 25 hours per week, Monday to Friday, 8.00 am to 1.00 pm, with progression from Band 2 to Band 3 on successful completion of required competencies.

You will process referrals, book appointments, manage patient data in EMIS and CERNER, handle calls, and maintain data quality while ensuring confidentiality and timely communication with patients

Qualifications

• GCSE level English and Maths (or equivalent).
• Customer Care NVQ Level 3 or willing to work towards ECDL/CLAIT or equivalent.

Responsibilities

• Process referrals and book appointments in line with clinical requirements and KPIs.
• Manage patient information in EMIS and CERNER.
• Handle telephone enquiries and coordinate communication with patients and professionals.
• Maintain high data quality and confidentiality.

Skills

Microsoft Office

Excellent communication

Data entry

Customer care

Education

GCSE English & Maths

Tools

EMIS

CERNER

Job description

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Site Holden Centre Town Barrowford, Nelson Salary £25,272 - £27,476 this role will commence at Band 2 with progression to Band 3 upon successful completion of required competencies Salary period Yearly Closing 05/10/2026 23:59

At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 9,500 staff, many of whom are internationally renowned and have won awards for their work.

Job overview

This post is for 25 hours, working Monday to Friday, 8.00 am to 1.00 pm (permanent post)

We’re looking for a enthusiastic, motivated and experiencedPatient Administratorto join our Referral Management and Booking team which covers many specialties and provides services across East Lancashire.

The post holder will have a keen eye for detail, excellent communication and organisational skills.

As a Patient Administrator, you’ll play a vital role in ensuring patients referrals are actioned timely, arrange appointments and communicate efficiently and compassionately. You’ll be responsible for:

• Processing referrals and booking appointments in line with clinical requirements and KPIs
• Managing patient information using patient administration systems i.e. EMIS and CERNER
• Handling telephone enquiries and coordinating communication with patients and professionals
• Accurately uploading information and maintaining high data quality standards

This role will commence at Band 2, with progression to Band 3 upon successful completion of required competencies.

Main duties of the job

• Accurately record and process referrals and appointments in line with clinical triage and KPIs.
• Offer patients appointment choices while adhering to clinical requirements.
• Arrange transport and translation services as needed.
• Perform general administrative tasks including data input, letter generation, filing, scanning, photocopying, and ordering goods.
• Maintain patient records and case notes to a high standard, both manually and electronically (e.g., EMIS, CERNER).
• Handle telephone enquiries from patients, carers, professionals, and external agencies courteously and efficiently.
• Maintain confidentiality and adhere to data protection policies.

Working for our organisation

At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 8,000 staff, many of whom are internationally renowned and have won awards for their work.

Detailed job description and main responsibilities

• Accurately record and process patient referrals and appointments in line with clinical triage and KPIs.
• Ensure timely and accurate data entry into EMIS and CERNER systems.
• Offer patients appropriate appointment options and arrange transport or translation services when needed.
• Handle telephone enquiries from patients, carers, and professionals courteously and efficiently.
• Communicate appointment details via phone, email, letter, or text.
• Provide cover across services as required.
• Attend departmental meetings and contribute to service improvement discussions.
• Adhere to Trust policies, including those related to data protection, equality, health and safety, and infection control.
• Support business continuity and major incident procedures.
• Operate within the Trust’s behavioural framework and uphold its values.
• Maintain confidentiality and adhere to data protection and Trust policies.

Person specification

Qualifications

• Recognised educational standards i.e. GCSE Level 4-9 or equivalent in English Language and Maths
• Customer Care NVQ Level 3, or equivalent or willing to work towards ECDL/CLAIT or equivalent experience

Experience

• Proficient in the use of Microsoft Office, including Word, Excel, Outlook
• Effective written and verbal communication skills
• Extensive experience of working in administration
• Experience of customer care/liaison with public, patients or carers, e.g. telephone call handing

Knowledge & Skills

• Precise with detail and data collection
• Excellent interpersonal and communication skills in order to deal with all disciplines on the telephone using empathy and negotiating skills
• Ability to understand and comply with standard procedures/instructions and able to elevate risks/concerns

Personal Attributes

• Willingness to learn new systems and processes
• Ability to work in a team
• Ability to demonstrate confidentiality and sensitivity when dealing with the public.
• Value difference, diversity and inclusion and ensure fairness for all
• Flexible and adaptable to meet changing needs of the service
• Commitment to continuous professional development

Other

• Ability to be flexible to cover Department opening times 8.00 am – 4.30 pm.

Dear Potential Applicant,

It is important you are made aware of the following as regards your application to East Lancashire Hospitals NHS Trust

• Please note that the salary advertised is for full time hours. If this post is less than 37.5 hours per week, the salary will be pro-rata. For posts on Agenda for Change pay-scales, new entrants to the NHS will normally commence on the first pay point of the relevant band.
• This vacancy may close before the closing date i f the recruiting manager deems sufficient applications have been received. Therefore it is advised to complete your application as early as possible to avoid disappointment.
• Please ensure you check the email account from which you apply regularly as we will use this to contact you regarding your application.
• Please note that shortlisting is completed anonymously with candidates being assessed against the essential criteria for the post. Therefore only applicants, who can clearly demonstrate how they meet our person specification criteria in their application, will be short-listed.

Disclosure and Barring Scheme (DBS)

If the role you are applying for is identified as either controlled or regulated activity as defined in in the Safeguarding vulnerable Groups Act (2006) any offer of employment is provisional upon a satisfactory DBS check being obtained.

The healthcare sector is exempted from the Rehabilitation of Offenders Act 1974.

In line with other NHS organisations in the North West Region, the Trust is now passing the charge for undertaking a DBS check on to candidates in the event they are successfully appointed into the post for which they have applied. Candidates can choose whether to pay this over 1-3 months as a deduction from the monthly salary. However, if you are applying for a post as a BANK worker, the payment must be made in full at the time of employment checks. By applying for this vacancy you are agreeing to this undertaking in the event you are successfully appointed.

The cost of an Enhanced Disclosure will be £55.38 and for a Standard Disclosure will be £27.38.

This cost is not applicable for a Volunteer post

The Trust is an equal opportunities employer, committed to improving the working lives of our staff and operates a 'Zero Tolerance' policy to aggression, violence, bullying and harassment. In addition, our aim is to help protect children and vulnerable adults by providing a first‑class service to the recruitment of people into positions of trust.

We aim to employ a workforce that reflects the diverse communities we serve.

We welcome applications from everyone irrespective of ethnic origin, gender, age, gender identity, sexual orientation, religion, marital status, disability or social background.

We especially welcome applications from members of our black, Asian and minority ethnic (BAME) communities, as we have identified that ELHT has an under‑representation of BAME employees. Appointments will be made on merit.

Applicants who have a disability and meet the essential criteria for the job will be interviewed if you indicate you wish to be considered under the Guaranteed Interview Scheme.

If you require a reasonable adjustment at any stage of the recruitment process please make the recruitment services team aware as soon as possible. By telephone [phone] or email [e-mail] write to Employment Services, Parkview Offices, Haslingden Road, Blackburn, BB2 3HH

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.

Name Ellen Baldwin Job title Referral Management & Booking Admin Lead Email address [e-mail]

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