Patient Administrator - Call Centre

Job 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 Friday 8am 17.30pm, on a rota)

Salary: £30,630 - £32,346 per annum inclusive of HCAS.

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 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.