Job overview
We are seeking nine full time proactive and compassionate Administrator's to act as a welcoming first point of contact for patients, families and visitors, helping to create a calm, inclusive and supportive environment.
You will deliver excellent customer service while supporting a smooth and efficient patient journey, managing appointments accurately in line with the Northwest London Elective Access Policy and using Trust systems effectively.
You will handle enquiries, carry out data quality checks, proofread documentation and use initiative to resolve day to day issues, keeping patients informed and escalating concerns appropriately. Working flexibly across departments, you will provide reliable reception and administrative support, maintain confidentiality, and uphold data quality standards and Trust values.
The role involves supporting patients from diverse backgrounds through clear, empathetic communication, processing referrals, booking and managing appointments, admissions and procedures, handling cancellations sensitively, arranging additional services and managing referral pathways, including DNAs.
You will also undertake general administrative duties such as handling stock, payments, coding accuracy and Subject Access Requests. You will work independently and as part of a team, contribute to a positive workplace culture, follow policies and procedures, complete mandatory training, support audits and demonstrate flexibility to work evenings and weekends where required.
Main duties of the job
1. 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.
2. Provide clear, compassionate information and reassurance, recognising that many patients may be anxious, distressed, or attending hospital at a vulnerable point in their lives.
3. Adapt communication to meet differing needs (e.g. limited English, sensory impairments, cognitive or accessibility needs), using interpreters or other support where appropriate.
4. Treat every patient with dignity, respect and sensitivity, ensuring everyone feels valued, included and supported.
5. Handle enquiries and concerns professionally and empathetically, escalating promptly when necessary.
6. Support patients in practical ways, including completing forms, accessing information, updating if clinics are running late and providing clear directions or wayfinding support.
7. Respond courteously and promptly to telephone and email enquiries, ensuring consistent, high-quality service.
8. Maintain confidentiality and adhere to data protection standards in all interactions and record-keeping.
Working for our organisation
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. .
Detailed job description and main 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 criteria
9. Educated to A-level standard (Level 3) or able to demonstrate equivalent* knowledge, skills and experience gained through work or structured learning
10. Good general standard of education, including English and Maths, or ability to evidence these skills through experience.
Desirable criteria
11. Customer service training or similar non-clinical qualification.
Experience
Essential criteria
12. Experience in a customer-facing role (e.g. reception, hospitality, retail, call handling or administrative role).
13. Experience of working in a busy environment with competing demands
Desirable criteria
14. Experience working with people from diverse cultural, social and linguistic backgrounds
15. Experience of working within a healthcare service
16. Experience of using electronic patient record databases and dictation systems.
Skills
Essential criteria
17. Outstanding interpersonal and customer service skills – warm, calm, welcoming and able to put people at ease.
18. Strong communication skills – clear, professional, patient, and able to adapt style to meet the needs of different individuals.
19. 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
20. Accuracy, including numeric accuracy, and attention to detail, especially when entering patient information and managing appointments
Desirable criteria
21. Ability to communicate in more than one language commonly spoken in north-west London
Right to work
If you need sponsorship to work in the UK, please visit the Home Office website for information on sponsorship and visa status before you fill in your application form. Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on
Please ensure you check your emails regularly as this is how we will communicate with you throughout the recruitment process. If you are shortlisted you will be contacted by email and text message (if you provide a mobile contact number).
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