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Assistant Administrator

3 months ago

Margate, Kent, United Kingdom East Kent Hospitals University NHS Foundation Trust Full time

The role is responsible for supporting the provision of an efficient and streamlined Outpatient appointment booking and administrative service to patients for the Therapies Department across East Kent.

You will be required to maintain a high standard of customer service skills when dealing with staff, relatives, visitors, clinical staff and other administration colleagues.


This role will be the first point of contact, answering and responding to internal and external enquiries received in the department, adhering to targets set by the department and Trust.


The role will ensure all clinics are utilised Trust wide within the different sub-specialities, escalating capacity and demand issues on a daily basis using a range of information reports.

A key task of the role is undertaking work and effectively managing patients through multiple National and Local IT systems, providing expert working knowledge and understanding whilst supporting patient care, other departments and service users.


Within Therapies customer service is the focus of all tasks, providing a high-quality service to all patients, relatives, staff and visitors to the Therapies department in a professional, courteous, respectful and confidential manner.


  • Communication/

Patient Experience:

  • Answer and respond to internal and external telephone enquiries received in a professional and timely manner, promoting excellent customer service skills.
  • Providing excellent customer service using scripts to follow processes and listening skills to ensure quality patient experience and satisfy their need.


 Planning & Organisation:
  • Preparing clinical records for clinics.
  • Liaising with Transport Services for patients as and when required
  • Assisting with enquiries from clinical teams.
  • Progression of

Patient Pathway:

  • To support the Trust in achieving both National and local NHS standards including the 18-week RTT by booking in accordance to the relevant sub-specialities within Therapies. All referrals and appointments must be booked accurately in line with Standard Operating Procedures and agreed with the patient to adhere to the Patient Access Policy.
  • Ensuring all DNAs are discharged or reappointed, as directed by the clinician in accordance with Patient Access Policy.
  • To assist in ensuring all clinic outcome forms are cached up in line with the Trust Policy.


We are one of the largest hospital trusts in England, with three acute hospitals and community sites serving a local population of around 700,000.

We also provide specialist services for Kent and Medway.

We care about our patients and our people.

We are focused on providing outstanding, safe patient care, and a positive working culture that benefits staff and patients alike.

With our emphasis on staff training and development, a staff support scheme that's second to none, and a healthy package of benefits, it's easy to put down roots in East Kent Hospitals.


  • Communication/

Patient Experience:

  • Answer and respond to internal and external telephone enquiries received in a professional and timely manner, promoting excellent customer service skills.
  • Providing excellent customer service using scripts to follow processes and listening skills to ensure quality patient experience and satisfy their need.


 Planning & Organisation:
  • Preparing clinical records for clinics.
  • Liaising with Transport Services for patients as and when required
  • Assisting with enquiries from clinical teams.
  • Progression of

Patient Pathway:

  • To support the Trust in achieving both National and local NHS standards including the 18-week RTT by booking in accordance to the relevant sub-specialities within Therapies. All referrals and appointments must be booked accurately in line with Standard Operating Procedures and agreed with the patient to adhere to the Patient Access Policy.
  • Ensuring all DNAs are discharged or reappointed, as directed by the clinician in accordance with Patient Access Policy.
  • To assist in ensuring all clinic outcome forms are cached up in line with the Trust Policy.