Job summary
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.
Main duties of the job
- 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.
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
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
Essential
- Outstanding interpersonal and customer service skills - warm, calm, welcoming and able to put people at ease
- Strong communication skills - clear, professional, patient, and able to adapt style to meet the needs of different individuals
- 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.
- Accuracy, including numeric accuracy, and attention to detail, especially when entering patient information and managing appointments
Desirable
- Ability to communicate in more than one language commonly spoken in north-west London
Person Specification
Education
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
Essential
- Outstanding interpersonal and customer service skills - warm, calm, welcoming and able to put people at ease
- Strong communication skills - clear, professional, patient, and able to adapt style to meet the needs of different individuals
- 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.
- Accuracy, including numeric accuracy, and attention to detail, especially when entering patient information and managing appointments
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).
