Assistant Patient Administrator - Receptionist
Closing date: 03 June 2026
West Middlesex University Hospital
NOTE: Previous Applicants need not re‑apply
We are looking for a friendly, self‑motivated and confident person who has experience of providing a high level standard of customer care. The post holder will provide a comprehensive patient‑focused reception service working in our Outpatient department.
If you enjoy working in a very busy and demanding environment this could be your opportunity to make a real difference to the service that we provide to our local community, always keeping the patient at the centre of everything that we do.
The successful candidate must have previous reception experience and have excellent communication and customer service skills.
Working hours are between Thursday & Friday 9‑5.
Main duties of the job
The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by supporting and welcoming patients into services in a way that meets their individual needs. The Assistant Patient Administrator will also provide administrative support to a team liaising between patients, doctors, practitioners and other healthcare professionals. The staff member will work consistently to provide high quality customer service and will be professional at all times. The post holder will be required to work in one of the following areas, providing cross‑cover where necessary:
* Outpatient Clinic Offices
* Wards
* Central Outpatients Booking Team
* Reception
Some roles may require weekend shifts at multiple sites.
Job responsibilities
Reception
* Provide a customer focused reception service for all patients and visitors attending the area dealing with all patients or visitors in an efficient, polite and courteous manner dealing with all patients queries where possible and directing them accordingly
* Ensure the reception areas are always manned
* Interact with patients and relatives in a sensitive and empathetic manner
* Process all follow up appointments as patients leave the department in line guidelines, escalating any capacity concerns.
* Record appointments agreed in community settings on the system within 24 working hours
* Assist patients to locate their relatives who are current inpatients
* Assist patients to use the electronic check in service updating demographics where necessary
Clinical Office
* Match correspondence typed by the managed transcription service is matched with correct patient and clinician; make any amendments, dispatched and file in medical record.
* Make appointments, ensuring patients are sent letters of confirmation when appointments are not made face to face
* Process all referrals into the department using local booking guidelines, following up with referrers where there is missing information as required
* Print all self‑referral forms after checking all appropriate information is on the request liaising with the patient if needed.
* Provide any advice to patients upon booking‑in, in preparation for their appointment
* Use the case note record tracking (CRT) system to electronically register / move / transfer / locate medical case notes
* Report to manager and clinicians on quality issues from transcription service, standards of dictation etc.
* File all relevant documentation, correspondence and reports in the patient records
* Return medical records to records library using CRT
* Cover reception when required
* Assisting patients to use the electronic check in service where appropriate and updating demographics where necessary.
* Book patients into clinics on the day where appropriate
* Process all follow up appointments as patients leave the department in line with 18week and local booking procedures
* Check all demographic details either at check in or as patient is booking their follow up and update PAS accordingly
* Manage and action clinics in a timely manner using Trusts PAS including DNAs and discharges.
* Provide patients with any required documentation, information leaflets, directions etc
Education & Qualification
* Educated to GCSE level or equivalent
* English & Mathematics GCSE or equivalent
* Able to use hospital patient administration system
Experience
* Previous clerical experience including computer use
* Experience of working within a customer‑driven service
* Experience of front of house (Reception)
* Working in NHS or other health environment
* Knowledge of Health Records procedures and systems.
* Experience of working as a Receptionist
Personal Skills
* Be able to prioritise your workload
* Be friendly and smile at all times when greeting visitors/patients
* Be a good team player
* Smart and professional appearance
* Able to calm difficult situations.
* Able to solve problems and work in a logical methodical manner.
* Show initiative and the ability to plan and deliver work to deadlines without close supervision.
* Evidence of interacting with a wide range of people
Skills and knowledge
* Ability to work under supervision as part of a team
* Good organisational skills in order to plan and prioritise workload Willing to learn new systems
* Ability to communicate clearly and politely with a wide range of people including the general public and work colleagues at all levels.
* Knowledge of filing systems
* Able to file accurately and pay attention to detail.
* Willing to learn new systems
* Familiarity with Trust's PAS and other electronic patient administration and documentation systems
* Putting patients first
* Unfailingly kind
* Open and honest
* Determined to develop
* Responsive to patients and staff
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 name
Chelsea and Westminster Hospital NHS Foundation Trust
£30,142 a year per annum incl. HCAS (pro rata)
The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates.
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