Overview West Middlesex Site
Booking team and Call Centre
Monday- Friday 8am-17.30pm, on a rota basis
Job title: Patient Administrator
Site: West Middlesex University Hospital Town Isleworth
Hours: Full time - 37.5 hours per week (Monday to Friday 8am – 17:30pm, on a rota)
Salary: £30,630 - £32,346 per annum inclusive of HCAS.
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 when disseminating information
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 being met on a day to day basis and demonstrate duties to new starters
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 standard operating procedures and policies developed for clinical administrative processes and participate in their development
Provide cover across the POD as and when required
Provide an excellent standard of service to patients at all times
Ensure the availability of all necessary documents (including forms, patient information leaflets and questionnaires) labels, continuation sheets
Education and Qualifications GCSE English and Maths or equivalent
Experience Experience of working in an administrative capacity
Proven experience of dealing with complex telephone calls
Experience in working as part of a team
Skills and Knowledge Excellent communication skills both written and verbal
Ability to prioritise and organise work load
Ability to use own initiative
To be able to work as part of a team
Excellent interpersonal skills.
A cheerful and helpful manner when dealing with patients and other staff
Work well as part of a team
Able to solve problems and work in a logical methodical manner
We are committed to equal opportunities and believe that diversity drives innovation and excellence. 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.
Employment is subject to a successful completion of a six month probationary period.
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