Job description

Patient Administrator Booking Team

3 Full time Posts

We are excited to be able to offer 3 fulltime band 3 posts for our Booking and Call Centre team.

We are searching for a 3 high performing and enthusiastic individuals to join our established friendly team on the West Middlesex Site.

Working in our busy Central Outpatient Booking Team and Call Centre you should have call centre or telephone experience. You should have a good team spirit as well as being able to work automonosley.

As a team player you 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

Working Monday to Friday 8-5pm on a rota basis

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. The post holder will be required to work in one of the following areas, providing cross cover where necessary:

• Clinical Offices
• Main reception
• Emergency Department
• Central Outpatient Booking Team
• Central Admissions

Chelsea and Westminster Hospital NHS Foundation Trust provide services from two main hospitals, Chelsea and Westminster Hospital and West Middlesex University Hospital, and a number of clinics across London and the South-East.

We have nearly 7,000 members of staff that arePROUD to Carefor nearly one million people.

Both hospitals provide full clinical services, including full maternity, emergency and children’s, in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.

We’re one of the best performing Trusts in the country. We’re also one of the top trusts to work for – our staff says they’re engaged, motivated, and would recommend us as a place to work and receive treatment.

Our Trust has been rated by the Care Quality Commission as ‘Good’ in all five of the main domains of safe, effective, caring, responsive and well-led, giving an us overall rating of ‘Good’. We’ve also been awarded an ‘Outstanding’ rating for ‘use of resources’ by an NHS Improvement inspection.

Our facilities are some of the best in the country. We have been investing significant Capital year on year in our estate.

We have recently completed a £30m expansion of our adult and neonatal critical care facilities at Chelsea and Westminster and are planning an ambitious £60m development of an Ambulatory Diagnostics Centre at West Middlesex.

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
• Ensure all activity is cashed up in a timely manner using Trust’s PAS/appropriate IT system including DNAs and discharges.
• 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

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