Administrator - Patient Service Centre

Administrators in our team are the welcoming face of our services and the first point of contact for patients, families and visitors. They create a calm, friendly and inclusive environment so that everyone attending our hospitals feels respected, informed and cared for. The post holder supports a smooth patient journey by providing outstanding customer service, answering queries, and managing appointments accurately and efficiently, in line with the North West London Elective Access Policy, using Trust digital systems. They complete daily data quality checks, proof reading documents for accuracy and may support with audio typing. They use their initiative to solve day-to-day problems, keep patients updated and escalate concerns when needed.Working flexibly across departments and sites, the post holder provides reliable reception and administrative support, upholding patient confidentiality, data quality and the Trust's values in every interaction.,

• Welcome and assist all patients, families and visitors warmly, creating a calm and reassuring first point of contact for people from diverse cultural, linguistic and social backgrounds.
• Provide clear, compassionate information and reassurance, recognising that many patients may be anxious, distressed, or attending hospital at a vulnerable point in their lives.
• Adapt communication to meet differing needs (e.g. limited English, sensory impairments, cognitive or accessibility needs), using interpreters or other support where appropriate.
• Treat every patient with dignity, respect and sensitivity, ensuring everyone feels valued, included and supported.
• Handle enquiries and concerns professionally and empathetically, escalating promptly when necessary.
• Support patients in practical ways, including completing forms, accessing information, updating if clinics are running late and providing clear directions or wayfinding support.
• Respond courteously and promptly to telephone and email enquiries, ensuring consistent, high-quality service.
• Maintain confidentiality and adhere to data protection standards in all interactions and record-keeping.
  
  At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career. Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities. We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview. .