Imperial College Healthcare NHS Trust
Outpatient Clinic Administrator, . Imperial College Healthcare NHS Trust
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About. Imperial College Healthcare NHS Trust
London W2 1NY, UK
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Job Description
Job summary
An exciting opportunity has arisen to join the Outpatient Clinics department as an Administrator within the Women's and Children's Clinical Centre Directorate.
We are looking for proactive and enthusiastic individuals to join our Outpatient Clinics with a commitment to improving patient experience in a demanding but highly supportive department. You will be the first point of contact for patients and visitors attending various outpatient clinics, providing a warm, professional and efficient reception service.
Working closely with clinicians, nurses and administrative colleagues, you will play a key role in managing patient queries, reception duties and appointment coordination.
The role requires excellent organisational skills, a proactive and flexible approach to work. The ability to organise, manage and take responsibility for your own workload is integral to being successful in this role.
Outpatient Clinics offers significant development opportunities for the right candidate to gain valuable knowledge across a wide range of specialties with many opportunities to progress within the department. This experience may also help open further career opportunities across the NHS.
The department operates between 8.30am and 5.30pm from Monday to Friday and successful candidates will be required to work cross-site (Charing Cross, Hammersmith and St Mary's hospital) on a shift basis (7.5 hours per day).
Main duties of the job
Administrators in our team are the welcoming face of our services and the 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. The post holder supports 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. They complete daily data quality checks, proof reading documents for accuracy and may support with audio typing. They use their initiative to solve day-to-day problems, keep patients updated and escalate concerns when needed. Working flexibly across departments and sites, the post holder provides reliable reception and administrative support, upholding patient confidentiality, data quality and the Trust's values in every interaction.
About Us
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.
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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.
Job Description
Job 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.
Job 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
Essential
Education / Qualifications
- Educated to A-level standard (Level 3) or able to demonstrate equivalent* knowledge, skills and experience gained through work or structured learning.
- Good general standard of education, including English and Maths, or ability to evidence these skills through experience.
Desirable
- Customer service training or similar non-clinical qualification.
Experience
Essential
- Experience in a customerfacing role (e.g. reception, hospitality, retail, call handling or administrative role).
- Experience of working in a busy environment with competing demands.
Desirable
- Experience working with people from diverse cultural, social and linguistic backgrounds.
- Experience of using electronic patient record databases and dictation systems.
- Experience of working within a healthcare service.
Skills/Knowledge/ Abilities
Essential
- Outstanding interpersonal and customer service skills - warm, calm, welcoming and able to put people at ease.
- Ability to stay composed under pressure and manage queues, difficult conversations or conflicting priorities.
- 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.
- Problem-solving and initiative - able to identify issues (e.g. missed bookings, distressed patients, wayfinding problems) and take appropriate action or escalate.
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Desirable
- Ability to communicate in more than one language commonly spoken in northwest London.
Person Specification
Essential
- Outstanding interpersonal and customer service skills - warm, calm, welcoming and able to put people at ease.
- Ability to stay composed under pressure and manage queues, difficult conversations or conflicting priorities.
- 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.
- Problem-solving and initiative - able to identify issues (e.g. missed bookings, distressed patients, wayfinding problems) and take appropriate action or escalate.
Desirable
- Ability to communicate in more than one language commonly spoken in northwest London.
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement..
Additional information
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement..
Employer details
Employer name
Imperial College Healthcare NHS Trust
Address
Trust Wide
London
W2 1NY
United Kingdom
Employer's website
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