Job overview

To be 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.

To support 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.

To complete daily data quality checks, proof reading documents for accuracy and may support with audio typing. 

To use their initiative to solve day to day problems, keep patients updated and escalate concerns when needed.

The post holder provides administrative support to the wider multidisciplinary team.

Working flexibly across departments and sites, the post holder provides reliable administrative support, upholding patient confidentiality, data quality and the Trust’s values in every interaction.

Main duties of the job

• Process referrals, schedule, confirm and update patient appointments in line with the NWL Elective Access policy and locally agreed standard operating procedures using Trust booking systems, ensuring accuracy and timeliness. This may include 
  outpatient appointments, inpatient admissions, scheduling of theatre cases and procedures.
• Manage rescheduling and cancellations sensitively, aiming to minimise disruption and reduce stress for patients.
• Use knowledge of referral to treatment targets for patients and cancer targets and pathways to ensure patient encounters are reflected accurately on Cerner.
• Escalate issues promptly that may affect clinic efficiency, safety or patient experience.
• Be prepared to work flexible hours to meet the needs of the service and ensure operational continuity, sessions with reference to clinical guidance and service availability. 
• Working closely with clinical teams, other health professionals, and the Inpatient/Outpatient Administration Manager, the post holder will help ensure patients receive timely appointments and a consistently high-quality administrative service. They will support 
  multidisciplinary coordination across services as required. 

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. 

Environmental sustainability
Climate change and poor air quality is a health emergency that harms people’s health and wellbeing and widens health inequalities. The Trust is also committed to reducing its impact on the environment by reducing our greenhouse gas emissions to Net Zero by 2045. All our employees have a role to play, and we have an active green network that supports staff to act in ways that ensures that our services are efficient, sustainable and reduce our impact on the environment www.imperial.nhs.uk/about-us/our-strategy/green-plan.