Job summary

West Middlesex Site

Band 3 Rheumatology and MSK Services, Dermatology, Plastic and Podiatry

We are searching for a high performing and enthusiastic individual to fill a Patient Administrator vacancy on the West Middlesex site working in our busy outpatient 3 department : supporting the Rheumatology and MSK services.

Working in the clinical back office, you should have telephone experience and ideally experience of working with Cerner or other PAS systems.

You should have a good team spirit as well as being able to work autonomously.

As a team player they will need to be able to demonstrate excellent listening and communication skills, be organised, adaptable and flexible, show empathy and concern for others.

If you thrive on a challenge and enjoy working in a very busy and demanding environment this could be the role for you

Main duties of the job

The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by providing an administrative service focused on the patient and their individual needs.

The Patient Administrator will provide effective and efficient administrative support to a team liaising with patients, doctors and other healthcare professionals.

The staff member will work consistently to provide high quality customer service and will be professional at all times.

About us

Chelsea and Westminster Hospital NHS Foundation Trust is proud to be one of the top performing and safest trusts in England.

We have two main acute hospital sites Chelsea and Westminster Hospital and West Middlesex University Hospital, plus our award-winning clinics across North West London and beyond.

Job description

Job responsibilities

Roles and 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 as appropriate, 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

Person Specification

Education and Qualifications

Essential

GCSE English and Maths or equivalent

Experience

Essential

• Experience of working in an administrative capacity
• Proven experience of dealing with complex telephone calls
• Demonstrable experience of maintaining a professional attitude in a pressured environment
• Experience in working as part of a team

Skills and knowledge

Essential

• 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
• Knowledge of filing systems
• Able to file accurately and pay attention to detail

Personal qualities

Essential

• Excellent interpersonal skills.
• A cheerful and helpful manner when dealing with patients and other staff
• Work well as part of a team
• Show initiative and the ability to plan and deliver work to deadlines without close supervision.
• Able to solve problems and work in a logical methodical manner
• Able to calm difficult situations.
• Smart and professional appearance

Last updated : 2024-05-04