Senior Patient Administrator | Chelsea and Westminster Hospital NHS Foundation Trust

Overview Senior Patient Administrator / Patient Access. The post holder will provide a comprehensive patient-focused administrative service on a day-to-day basis to a multi-disciplinary team. The successful candidate must be able to work autonomously and as part of the team and undertake a wide range of administrative duties. Excellent listening and communication skills, organisational ability, adaptability and a flexible approach are required. Knowledge of Cerner is essential for this post. Successful applicants will demonstrate excellent communication skills to deliver a high standard of customer service to our patients. The post holder will coordinate their workload to meet the demands of senior leaders of the Division and, where appropriate, ensure follow-up actions and deadlines are met. Attention to detail and the ability to prioritise workload, with prior administration and Booking Team experience, are essential. Reception/Bookings responsibilities include ensuring that patients are booked in accordance with booking rules and policies to achieve pathway targets, identifying potential long-waiters, escalating capacity issues, arranging transport when necessary, and organising day-to-day operations of waiting lists with clinicians and managers. Chelsea and Westminster Hospital NHS Foundation Trust is one of England’s top-performing trusts. We operate two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—plus clinics across North West London. We employ nearly 7,500 staff who care for a diverse population of 1.5 million and provide full clinical services, including maternity, A&E and children’s services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us Good in safety, effectiveness, care and responsiveness, and Outstanding in leadership and resource use. We continually invest in our facilities, including major expansions and new centres. We are committed to equal opportunities and welcome applications from individuals from the global majority, veterans and underrepresented communities. We value diverse perspectives and are committed to creating an environment where all voices are heard, respected and empowered to succeed. If you haven’t heard from us within three weeks of the closing date, your application may have been unsuccessful. Employment is subject to a six‑month probationary period. Some roles may require weekend shifts at multiple sites. Roles and responsibilities Assist the Assistant Service Manager in all aspects of staff management of all Patient Administrators and Assistant Patient Administrators, including prioritising workload, day-to-day support, supervision, sickness, performance and appraisal, and ensuring mandatory and statutory training targets are achieved. Support the Assistant Service Manager in maximising the best use of clinical and non-clinical resources. Ensure all enquiries are dealt with in a timely, polite, professional and confidential manner, taking action or escalating as appropriate, using initiative and prioritising skills. Proactively manage patient pathways so that all patients receive a high standard of service delivery. Use initiative when dealing with patients’ problems or when dealing with managers and consultants who may request patient information. Ensure all activity is recorded in a timely manner using the Trust’s PAS/appropriate IT system including DNAs and discharges. Participate in new staff induction, demonstrate duties to new starters and provide close supervision. Develop new members of the team through training and supervision. Adhere to trust-wide standard operating procedures and policies for clinical administrative processes and participate in their development. Suggest improvements to systems and ways of measuring effectiveness of changes. Collect and use data to measure performance of the department against objectives. Assist staff and patients with uptake of new technologies and, where required, become a ‘user champion’ to embed learning. Assist in sourcing specialist equipment as appropriate. Flag up and report overseas visitors for payment. Retrieve and validate missing NHS numbers and investigate errors. Participate in regular team meetings and other relevant meetings (e.g., Patient Access). Assist in the maintenance of stationery stock. Organise and prioritise workload with minimal supervision. Reception/Bookings Ensure that patient surgery is booked in accordance with booking rules outlined in the Trust’s Access Policy to achieve pathway targets. Identify potential long waiters and agree remedial actions. Escalate capacity issues via the local escalation process. Book transport as necessary and communicate changes when rebooking a patient’s appointment. Organise the day-to-day running of the in-patient waiting list, proposing and agreeing changes/additions to theatre lists with clinicians and managers as appropriate. Ensure that all patients on the waiting list are validated to support effective management of the Trust’s 18 weeks pathway. Monitor the waiting list weekly and liaise with line manager about variances in performance and projections. Plan theatre lists four weeks in advance with line manager and clinicians. Liaise with patients/carers to arrange pre-assessment appointments for patients requiring surgery. Liaise with theatre staff, clinicians, anaesthetists and Service Manager to ensure lists are fully utilised. Liaise with medical staff regarding waiting lists and theatre lists. Assist in organising any special requirements as needed. Undertake a weekly review of the waiting list to ensure patients are treated by clinical priority and wait time. Collate and circulate the weekly admissions planner for clinical and managerial staff. Keep comprehensive records of any cancelled and rescheduled theatre sessions. Produce the cancellations spreadsheet daily. Collate, input, interpret, analyse and extract data for audit/presentations for clinicians/managers as requested. Provide patient information to GP practices and liaise with GPs regarding results, special needs and concerns. Plan and maintain one-year in advance theatre sessions, pre‑assessment and operating schedule to achieve wait time targets. PLEASE SEE JD/PS FOR FULL JOB DETAILS This advert closes on Thursday 6 Nov 2025 #J-18808-Ljbffr