We are looking for an administrator to join our team to make a difference, helping patients to be treated sooner for their physiotherapy or pain problem.
You will play a key administrative role in validating our waiting list, making sure that waiting list details are correct, removing duplicates and ensuring patients are efficiently directed to the appointment that's right for them, helping us to bring down our waiting list.
As well as helping patients over the phone, you will also spend some of your day meeting patients face to face at our busy reception desk, dealing with queries and booking appointments.
You will be based on site at St Leonards and work closely with our administration team, physiotherapists, pain clinicians and colleagues in the telephone booking team.
Please note that applications completed using AI will be at a disadvantage
Interviews will be held face to face at St Leonards N1 5LZ
Responsibilities
* To validate waiting lists for physiotherapy and pain service
* To filter waiting lists into appropriate appointment categories according to criteria defined by band 8 clinicians
* Work closely with Homerton booking service (the clinical assessment service CAS), physiotherapy and pain leads, to ensure available appointments are communicated and filled
* Book patients into introductory sessions, waiting lists events, groups, classes and unfilled urgent appointments by electronic communication and phone
* Monitor appointments to ensure appointment slots are filled and regularly update managers on waiting times and filling of appointments
* To provide a professional ‘front of house’ service to the Locomotor and Pain services at St Leonard’s
* To be responsible for communicating face to face and on the telephone, with the general public and health care professionals from both within and outside the service
* To be responsible for the administration and problem solving that relates to the patient appointment systems
* To be independently responsible for organising the Homerton advocacy service input as and when required to maximise patient care
* To be independently responsible for the day to day running of the physiotherapy outpatient service reception area
About Homerton Healthcare NHS Foundation Trust
Homerton Healthcare NHS Foundation Trust is a high performing and flourishing organisation serving the population of Hackney, East London, The City and beyond. We are proud that Homerton Hospital recently attained the highest possible rating of "Outstanding" from the Care Quality Commission (CQC). Our integrated Trust provides comprehensive hospital and community health services for its local population and a range of specialist services for a wider group of patients. The Trust manages services out of St Leonard's Hospital and the Mary Seacole Nursing Home.
Homerton aims to ensure equality and value diversity, and we are committed to inclusion for all of our staff. This is reflected in our policies, procedures and People Plan. All of our staff are expected to embody our Trust values at all times. We are also committed, through our Fair Recruitment Standards, to ensuring all applicants are treated fairly. Homerton has a proud tradition of supporting and developing its staff, including its well-regarded nursing community, and staff can take advantage of a great range of benefits. Homerton is proud to have been included on the HSJ & Nursing Times Best Places to Work list.
Working with the Team
* The post holder will be working in a challenging socio-economic environment, involving clients who may be highly distressed, and those from culturally diverse backgrounds.
* Communicate effectively (both verbally and non-verbally) with clients where there will often be barriers to effective communication, e.g. language problems, cultural differences, loss of hearing, pain and fear.
Administrative Duties
* Answering telephone calls in a timely and appropriate manner. Passing on accurate and complete messages.
* Dealing with queries and/or giving appropriate information to the general public, patients, doctors and other health professionals.
* Solve problems promptly as they arise and keep people informed of the outcome.
* Manage and maintain the integrity of the computerised patient database system in conjunction with other administrative staff.
* Work as part of the administration team and offer support to other parts of the service if required.
* Independently responsible for inducting new staff members to the reception desk systems and being perceptive to individual staff needs.
* Attend training, weekly staff meetings and other meetings to keep up to date with policies, procedures and developments.
* Take part in the appraisal scheme by setting performance objectives and being actively involved with review meetings.
* Answer therapist queries quickly and efficiently.
* Ensure department photocopiers are kept in good working order and maintain stock levels of replacement consumable parts.
* Maintain department stationary levels and send out the “First Did Not Attend” letters to patients and referrers.
* Maintain the integrity of patient notes and their safe storage in line with the Information Governance Policy.
* Assist the Deputy Head of Service in collecting and inputting patient satisfaction surveys and patient comments for monthly reporting.
* Independently organise transport for follow-up appointments and bookings via the transport services electronic booking system.
* Monitor, record and audit transport service use and be familiar with key performance indicators.
* Support therapist’s use of the RIO database.
* Any duties as reasonably required by the Operational Manager Clinical Assessment Service or any other Senior Manager.
Other Job Duties
This job description outlines the current main responsibilities of the post. However, the duties of the post may change and develop over time and this job description may be amended in consultation with the postholder.
This advert closes on Thursday 29 Jan 2026
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