Patient Administrator in London

The Patient Administrator will work as part of an administrative team, to support the multidisciplinary clinical and administrative teams to provide a high quality administration service, a positive patient experience and the highest levels of customer service.

It is essential for the role to demonstrate an excellent understanding of the 18‑week RTT process and knowledge of the Trust’s Access Policy: an agreement to adhere to these policies according to National Trust Guidelines. Understanding of the 2WW cancer pathway and processes, where appropriate.

The role will mainly incorporate the booking of patients throughout their patient pathway as well as general administration type functions. Furthermore, the post holder should develop an understanding of the milestones of the allocated pathway for patients within a designated group and escalate capacity constraints or concerns within a patient’s pathway.

Main duties of the job include:

• Booking appointments, coordinating patient schedules, and ensuring the seamless flow of patient information throughout the department.
• Serving as the first point of contact for patients and their families, whether over the phone or in person, providing an exceptional level of customer service.
• Managing complex bookings and patient inquiries, with the ability to work both independently and as part of a team.
• Communicating clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trust’s values.
• Managing and answering telephone calls related to the service in a courteous and prompt manner.
• Acting as a point of contact for the department or specialty, dealing with queries from stakeholders.
• Receiving and responding to patient e‑mail queries, monitoring, managing and triaging email.
• Booking of patient’s appointments, diagnostics and inpatient stays, throughout their patient pathway.
• Conducting reminder calls to patients, rearranging appointments where necessary.
• Responsible for checking all patients are accurately recorded on the waiting list on the Epic system.
• Processing and registering referrals, booking outpatient appointments within Epic.
• Coordinating of clinic template amendment / cancellation forms.
• Attending meetings when required.

Person specification includes:

• GCSE A-C grade in English or equivalent.
• Experience of working in an administrative environment.
• Excellent communication and interpersonal skills.

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.