Outpatient Clinic Administrator

About Imperial College Healthcare NHS Trust

Located in London W2 1NY, UK, Imperial College Healthcare NHS Trust prides itself on inclusivity and support, participating in initiatives such as the Disability Confident scheme. The Trust values foster a collaborative and aspirational work culture, focused on exceptional patient care and staff development.

Role Overview

This position invites enthusiastic and proactive individuals to join the Women's and Children's Clinical Centre Directorate as an Outpatient Clinic Administrator. The role places the employee as the first welcoming contact for patients and visitors attending various outpatient clinics, delivering a professional, friendly, and efficient reception service.

Key Responsibilities

• Provide a warm, respectful, and inclusive reception environment that welcomes patients, families, and visitors.
• Facilitate a smooth patient experience by managing appointments, responding to inquiries, and maintaining accurate data in compliance with the North West London Elective Access Policy using digital Trust systems.
• Conduct daily data quality checks and ensure document accuracy; assist with audio typing when needed.
• Demonstrate initiative in resolving daily challenges, keeping patients informed, and escalating issues appropriately.
• Offer flexible and reliable support across multiple sites (Charing Cross, Hammersmith, and St Mary's hospitals), maintaining patient confidentiality and embodying Trust values.

Working Hours and Location

The role requires working shifts on-site from Monday to Friday between 8:30 am and 5:30 pm, with a 7.5 hour workday. Duties involve cross-site responsibilities across the Trust's hospital locations.

Development and Benefits

The department offers meaningful career progression opportunities, expanding knowledge across numerous medical specialties, and potential advancement within the NHS. Employee benefits include career development, flexible working options, wellbeing programs, staff recognition schemes, and optional perks such as Cycle to Work and car lease schemes.

Qualifications and Experience

• Essential: A-level education or equivalent skills demonstrated through relevant experience.
• Good command of English and Maths or equivalent evidence through prior work.
• Customer service experience in a front-facing role such as reception, hospitality, retail, or administrative duties.
• Proven ability to work effectively under pressure and handle competing priorities.

• Desirable: Customer service training or equivalent qualification, experience with diverse populations, familiarity with electronic patient records, dictation systems, and prior healthcare experience.

Skills and Competencies

• Exceptional interpersonal and customer service skills with a calm, welcoming demeanor.
• Ability to remain composed when managing queues, complex interactions, or conflicting demands.
• Strong proficiency with digital tools including multiple software platforms such as electronic patient records, booking systems, Microsoft Outlook, Word, Excel, and Teams, with a capacity for quick system adaptation.
• Problem-solving aptitude, able to identify and resolve issues proactively or escalate as necessary.
• Valued: Multilingual communication skills relevant to Northwest London's community.

Additional Information

• This role requires a Disclosure and Barring Service check in accordance with the Rehabilitation of Offenders Act (Exceptions Order) 1975.
• Applicants requiring Skilled Worker sponsorship for UK employment are encouraged to apply and will be considered equally.
• Since April 2017, skilled worker applicants must provide criminal record certificates from all countries lived in for 12 months or longer in the last decade.

Employer Details

Imperial College Healthcare NHS Trust
Trust Wide, London, W2 1NY, United Kingdom.