Job summary
We are looking for proactive and enthusiastic individuals to join our Patient Service Centre, with a commitment to improving patient experience in a demanding but highly supportive department.
The post holders will be the first point of contact for patients awaiting diagnostics and will ensure they deliver excellent customer service and patient care at all times. You will be responsible for handling a high volume of calls from our service users, so an excellent telephone manner is essential.
The ability to organise, manage, and take responsibility for your own workload is integral to being successful in this role.You will need to be organised, a logical thinker, enthusiastic, and highly motivated. A cheerful, caring, and kind nature is essential as part of our Imperial values, delivering the best in patient experience.
The ability to communicate effectively at all levels and with a variety of stakeholders is imperative for this role. Candidates must also be able to multi-task, and good problem-solving skills are essential.
There are significant development opportunities for the right candidate to gain valuable knowledge across a wide range of specialties, with many opportunities to progress within the Patient Service Centre. This experience may also help open further career opportunities across the NHS.
The department operates between 8am and 8pm, Monday to Friday, and successful candidates will be required to work on a shift basis.
Main duties of the job
- 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.
About us
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.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviews please view the Job Description attachment with the job advert.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviews please view the Job Description attachment with the job advert.
Person Specification
Education / Qualifications
Essential
- Educated to A-level standard (Level 3) or able to demonstrate equivalent knowledge, skills and experience gained through work or structured learning.
- Good general standard of education, including English and Maths, or ability to evidence these skills through experience.
Desirable
- Customer service training or similar non-clinical qualification.
Experience
Essential
- Experience in a customer-facing role (e.g. reception, hospitality, retail, call handling or administrative role).
- Experience of working in a busy environment with competing demands.
Desirable
- Experience working with people from diverse cultural, social and linguistic backgrounds.
- Experience of working within a healthcare service.
- Experience of using electronic patient record databases and dictation systems.
Skills/ Abilities
Essential
- Outstanding interpersonal and customer service skills - warm, calm, welcoming and able to put people at ease
- Strong digital fluency - confident and efficient digital user, with strong keyboard skills, able to work accurately and independently across multiple systems simultaneously, knowing how to prioritise, validate and reconcile information across different systems (e.g. electronic patient record systems, booking systems, Outlook, Word, Excel, Teams); able to learn and adapt to new systems quickly.
- Problem-solving and initiative - able to identify issues (e.g. missed bookings, distressed patients, wayfinding problems) and take appropriate action or escalate.
- Ability to follow policies and local Standard Operating Procedures
Desirable
- Ability to communicate in more than one language commonly spoken in north-west London
Person Specification
Education / Qualifications
Essential
- Educated to A-level standard (Level 3) or able to demonstrate equivalent knowledge, skills and experience gained through work or structured learning.
- Good general standard of education, including English and Maths, or ability to evidence these skills through experience.
Desirable
- Customer service training or similar non-clinical qualification.
Experience
Essential
- Experience in a customer-facing role (e.g. reception, hospitality, retail, call handling or administrative role).
- Experience of working in a busy environment with competing demands.
Desirable
- Experience working with people from diverse cultural, social and linguistic backgrounds.
- Experience of working within a healthcare service.
- Experience of using electronic patient record databases and dictation systems.
Skills/ Abilities
Essential
- Outstanding interpersonal and customer service skills - warm, calm, welcoming and able to put people at ease
- Strong digital fluency - confident and efficient digital user, with strong keyboard skills, able to work accurately and independently across multiple systems simultaneously, knowing how to prioritise, validate and reconcile information across different systems (e.g. electronic patient record systems, booking systems, Outlook, Word, Excel, Teams); able to learn and adapt to new systems quickly.
- Problem-solving and initiative - able to identify issues (e.g. missed bookings, distressed patients, wayfinding problems) and take appropriate action or escalate.
- Ability to follow policies and local Standard Operating Procedures
Desirable
- Ability to communicate in more than one language commonly spoken in north-west London
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
