The closing date is 09 July 2026
Senior Patient Administrator
Band 4 Senior Patient Administrator, Monday to Friday (Fulltime)
Queen Mary’s Maternity Unit, West Middlesex University Hospital
Success in this role will require a calm yet proactive approach, as well as the ability to multi-task efficiently while maintaining a thorough and high-quality standard in all tasks.
One of the central responsibilities will be administering and managing bookings and rescheduling for all C sections. You will act as the primary point of contact for both clinicians and patients, ensuring communication is clear and timely. Additionally, liaising with various stakeholders will be a core part of the role, so acting in an efficient and effective manner will be essential.
You will also be working alongside other band 4 colleagues within the department, with an aim to build some cross cover. This teamwork will help ensure the smooth running of the service and support continuity, even during busy periods.
Where possible you should have a good understanding of Cerner.
Job responsibilities
- Assist the Team Leader in all aspects of staff management of all Patient Administrators and Assistant Patient Administrators, including assisting with prioritising of workload, day to day support, supervision, sickness, performance and appraisal and ensuring mandatory and statutory training targets are achieved.
- Support the Team Leader in maximising the best use of clinical and non-clinical resources
- Ensure that 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 cashed up in a timely manner using Trusts Cerner/appropriate IT system including DNAs and discharges.
- Participate in new staff induction, demonstrates duties to new starters and providing close supervision
- Develop of new members of the team through training and supervision
- Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development
- Suggest improvements to systems, with ways of measuring effectiveness of any changes made.
- Support the Team Leader in overseeing reception services ensuring adequate cover at all times and that patients receive an appropriate and welcoming service.
- Ensure patient demographic details are updated on the Cerner
- Collect and use data to measure performance of department against objectives.
- Assist all members of staff and patients with the 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 card and investigate errors
- Assist in the maintenance of stationery stock.
- Organise and prioritise workload with minimal supervision
- To lead orientation and induction of new members of staff and ensure existing members are up to date in all their training needs
- Produce accurate theatre lists on a daily/weekly basis
- Communicate with women both verbally and in writing confirming appointments
- To respond to any request from women
- Monitor on a daily basis any bottlenecks or breaches and report to the Theatre Manager
- Proactively identify opportunities for improvement and efficiency
- Liaise closely with ward managers to ensure fluctuations in theatre activity are communicated and appropriate staffing is sourced
- To compile and present data when required
- To establish and maintain effective working relationships
- Liaise with clinicians regarding appropriate scheduling of patients such as case mix together with other key information to ensure the full utilisation of theatre lists
- Liaise with clinical staff to ensure any specialist equipment is available as required
- Participate in team, professional and personal development activities
- Ensure the case mix of women booked to lists is optimal utilisation of theatre time , though a working knowledge and close working relationship with the MDT
- Book induction of labour appointments.
- To undertake any other duties commensurate with the banding of the post and within reason as directed
- Order stock required in the absence of supplies coordinator.
- Demonstrate excellent communication and interpersonal skills including the ability to exercise diplomacy and a good telephone manner
- Maintain confidentiality regarding all matters related to the service
- Appropriately receive, re‑direct and make telephone calls to and from the department as required. Run an effective messaging service.
- Receive queries and ensure that they are actioned in a timely and appropriate fashion
- To politely, effectively and sensitively deal with written and telephone enquiries
Person Specification
Education and Qualifications
- English and Mathematics GCSE or equivalent
Experience
- Experience of working in a team
- Communicating with members of the public
- Demonstrable experience of working in an administrative role in a busy office environment
- Experience of working with management and the general public
- Working in NHS or other similar health care environment.
- Demonstrable experience of working within customer‑driven service and working to strict targets
- Proven experience of dealing with complex telephone calls
Skills and knowledge
- Excellent communication skills both written and verbal
- Able to explain procedures and policy to other staff
- Willing to learn new systems
- Ability to prioritise workload effectively and meet competing demands
- Competent working knowledge of Windows based computer systems
- To have a flexible approach to work and be able to use own initiative
- Familiarity with written communications
- Knowledge of filing systems and ability to file accurately and pay attention to detail
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.
Employment is subject to a six‑month probationary period.
Employer
Chelsea and Westminster Hospital NHS Foundation Trust
£33,262 to £36,027 a year per annum incl. HCAS
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