Patient Administrator - Call Centre

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Chelsea and Westminster Hospital NHS Foundation Trust Patient Administrator - Call Centre

The closing date is 18 November 2026

Apply for this job

Job summary

West Middlesex Site

Booking team and Call Centre

Monday- Friday 8am-17.30pm, on a rota basis

We are searching for high performing and enthusiastic individuals to fill a Patient Administrator vacancies on the West Middlesex site working in our busy call centre supporting both sites. If you like talking to people and have had previous experience in customer service or a call centre this could be the role you are looking for.

You must 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 one of England's top-performing and safest trusts. We operate two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital--along with award-winning clinics across North West London.

Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children's services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.

We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.

We are committed to equal opportunities and believe that diversity drives innovation and excellence. As part of our dedication to equity, 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. If you haven't heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.

Some roles may require weekend shifts at multiple sites.

Details

Date posted

05 November 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£30,630 to £32,346 a year per annum incl. HCAS

Contract

Permanent

Working pattern

Full-time

Reference number

289-CS-567

Job locations

West Middlesex University Hospital

Twickenham Road

Isleworth

TW7 6AF

United Kingdom

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

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
• 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
• To be able to work as part of a team

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

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
• 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
• To be able to work as part of a team

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

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Chelsea and Westminster Hospital NHS Foundation Trust

Address

West Middlesex University Hospital

Twickenham Road

Isleworth

TW7 6AF

United Kingdom

Employer's website

https://www.chelwest.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Chelsea and Westminster Hospital NHS Foundation Trust

Address

West Middlesex University Hospital

Twickenham Road

Isleworth

TW7 6AF

United Kingdom

Employer's website

https://www.chelwest.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

JSM Patient Access

Alison Hilton

[email protected]

02033151640

Details

Date posted

05 November 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£30,630 to £32,346 a year per annum incl. HCAS

Contract

Permanent

Working pattern

Full-time

Reference number

289-CS-567

Job locations

West Middlesex University Hospital

Twickenham Road

Isleworth

TW7 6AF

United Kingdom

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