Patient Administrator – Responsibilities
* Process referrals and book appointments in line with clinical requirements and KPIs.
* Manage patient information using EMIS and CERNER.
* Handle telephone enquiries and coordinate communication with patients and professionals.
* Accurately upload information and maintain high data quality standards.
* Record and process referrals and appointments in line with clinical triage and KPIs.
* Offer patients appointment choices while adhering to clinical requirements.
* Arrange transport and translation services as needed.
* Perform general administrative tasks, including data input, letter generation, filing, scanning, photocopying and ordering goods.
* Maintain patient records and case notes to a high standard, both manually and electronically.
* Communicate appointment details via phone, email, letter or text.
* Provide cover across services as required.
* Attend departmental meetings and contribute to service improvement discussions.
* Adhere to Trust policies (data protection, equality, health and safety, infection control).
* Support business continuity and major incident procedures.
* Operate within the Trust's behavioural framework and uphold its values.
* Maintain confidentiality.
* Communicate with all disciplines using empathy and negotiating skills.
* Escalate risks or concerns when necessary.
* Work flexibly to cover department opening times 08:00 – 16:30.
This role commences at Band 2, with progression to Band 3 in six months upon successful completion of required competencies.
Qualifications
* Recognised educational standards: GCSE Level 4‑9 in English and Maths, Customer Care NVQ Level 3 or equivalent.
* Proficiency in Microsoft Office (Word, Excel, Outlook).
* Effective written and verbal communication skills.
* Extensive experience in administration.
* Experience of customer care or liaison with public, patients or carers (e.g., telephone call handling).
Desirable Criteria
* Contact centre experience, IT/keyboard skills.
* Precise with detail and data collection.
* Excellent interpersonal and communication skills.
* Willingness to learn new systems and processes.
* Ability to work in a team.
* Demonstrates confidentiality and sensitivity when dealing with the public.
* Effective team player.
* Values diversity and inclusion.
* Flexible and adaptable to meet changing needs of the service.
* Commitment to continuous professional development.
About the Employer
East Lancashire Hospitals NHS Trust provides high‑quality services to over 600,000 people across East Lancashire and the surrounding area and employs more than 9,500 staff.
The Trust is an equal opportunities employer and is committed to improving the working lives of all staff. We welcome applications from everyone irrespective of ethnic origin, gender, age, gender identity, sexual orientation, religion, marital status, disability or social background. We especially encourage applications from members of BAME communities.
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