Job summary
The Patient Administrator will work as part of a busy administrative team supporting multidisciplinary clinical and administrative teams to deliver a high-quality administrative service, ensuring a positive patient experience and excellent customer service. The role will also include providing an efficient and professional reception service to patients and visitors attending the department.
The post holder will be responsible for booking patients throughout their pathway, managing referrals and undertaking a range of administrative duties to support the effective running of the service.
A good understanding of RTT (18-week Referral to Treatment) standards, Trust Access Policies and, where appropriate, the 2-week wait cancer pathway will be essential to support the effective management of patient pathways.
The successful candidate will develop an understanding of pathway milestones, proactively monitor patient progress and escalate any pathway delays or capacity concerns where appropriate.
Main duties of the job
- Provide a professional, compassionate and efficient point of contact for patients, relatives, visitors and the multidisciplinary team.
- Manage telephone, email and face-to-face enquiries, resolving routine queries and escalating complex issues appropriately.
- Provide reception support within the Liver Outpatients Department, welcoming patients and visitors.
- Liaise with patients to agree appointments in line with Trust access policies.
- Manage patient correspondence including letters, emails and appointment notifications.
- Book outpatient appointments, diagnostics and procedures throughout the patient pathway.
- Monitor patient tracking lists (PTL) and escalate pathway concerns where required.
- Process referrals and manage clinic bookings using Epic and eRS.
- Contact patients to confirm or rearrange appointments to reduce non-attendance.
- Ensure patients are correctly recorded on waiting lists and systems.
- Arrange interpreters and support access requirements where needed.
- Support the coordination of patient information requested by clinical teams.
- Manage clinical inboxes and work queues, highlighting urgent correspondence.
- Support the administration of clinics including virtual clinics and template amendments.
- Book and amend appointments in line with clinical availability.
- Ensure clinic outcomes are accurately recorded and systems updated.
- Attend meetings and provide administrative support when required.
About us
King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of £1 billion, 1.5 million patient contacts a year and around 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King's College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in Bromley.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
The trust-wide strategy Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we can take Team King's to another level.
Job description
Job responsibilities
The Patient Administrator will provide high quality administrative support to the clinical and administrative teams, ensuring patients are managed efficiently throughout their pathway from referral to treatment. The role includes booking appointments, managing referrals, monitoring waiting lists and supporting the delivery of RTT targets in line with Trust policies.
The post holder will act as a key point of contact for patients and staff, managing enquiries via telephone, email and face to face, and ensuring a professional and compassionate service is provided at all times.
Key responsibilities include supporting clinic administration, managing work queues and inboxes, maintaining accurate patient records on Epic, and ensuring data quality standards are met. The role will also involve supporting reception services where required and working flexibly to support the wider administrative team.
The post holder will be expected to escalate pathway delays or concerns appropriately and contribute to the smooth running of the service through effective organisation and teamwork.
Job description
Job responsibilities
The Patient Administrator will provide high quality administrative support to the clinical and administrative teams, ensuring patients are managed efficiently throughout their pathway from referral to treatment. The role includes booking appointments, managing referrals, monitoring waiting lists and supporting the delivery of RTT targets in line with Trust policies.
The post holder will act as a key point of contact for patients and staff, managing enquiries via telephone, email and face to face, and ensuring a professional and compassionate service is provided at all times.
Key responsibilities include supporting clinic administration, managing work queues and inboxes, maintaining accurate patient records on Epic, and ensuring data quality standards are met. The role will also involve supporting reception services where required and working flexibly to support the wider administrative team.
The post holder will be expected to escalate pathway delays or concerns appropriately and contribute to the smooth running of the service through effective organisation and teamwork.
Person Specification
Education and Qualifications
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
Knowledge and Experience
Essential
- Experience of working in an administrative environment.
- Ability to multitask and work in a fast-paced healthcare environment.
- Strong computer skills, including familiarity with Microsoft Office Suite.
Desirable
- Understanding of Patient Access Targets
Skills and Competencies
Essential
- Ability to organise and prioritise own workload to meet deadlines/targets.
- Evidence of positive approach to working in complex environments
- Ability to communicate effectively with all levels of staff and patients both verbally and in writing
- Ability to deal with sensitive information with tact and diplomacy. Ability to work as part of a multidisciplinary team (Team Player) Ability to work independently, to manage and prioritise own workload.
Person Specification
Education and Qualifications
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
Knowledge and Experience
Essential
- Experience of working in an administrative environment.
- Ability to multitask and work in a fast-paced healthcare environment.
- Strong computer skills, including familiarity with Microsoft Office Suite.
Desirable
- Understanding of Patient Access Targets
Skills and Competencies
Essential
- Ability to organise and prioritise own workload to meet deadlines/targets.
- Evidence of positive approach to working in complex environments
- Ability to communicate effectively with all levels of staff and patients both verbally and in writing
- Ability to deal with sensitive information with tact and diplomacy. Ability to work as part of a multidisciplinary team (Team Player) Ability to work independently, to manage and prioritise own workload.
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).
