Patient Administrator

Patient Administrator

The closing date is 05 February 2026.

The Patient Administrator will work as part of an administrative team to support multidisciplinary clinical and administrative teams, providing a high quality administration service, a positive patient experience and the highest levels of customer service.

Key knowledge required includes an excellent understanding of the 18‑week RTT process, the Trust’s Access Policy, and the 2WW cancer pathway where appropriate.

Responsibilities include booking patients throughout their pathway, coordinating appointments, managing patient correspondence, and escalating capacity constraints.

• Communicate clearly, effectively and compassionately with the multidisciplinary team, patients, families, visitors or carers in line with the Trust’s values.
• Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.
• Resolve simple queries, using judgement to determine when to pass the caller on to a clinical team member.
• Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members.
• Receive and respond to patient e‑mail queries, monitoring, managing and triaging email, and managing the physical post and In‑Basket.
• Escalate complex queries, providing reassurance and an expected response time.
• Responsible for booking patient appointments, diagnostics and inpatient stays throughout their pathway.
• Correspond with internal staff and external practices.
• Conduct reminder calls to patients and rearrange appointments to reduce non‑attendances.
• Check all patients are accurately recorded on the waiting list in the Epic system and escalated where issues arise.
• Access appointment booking systems for routine pre‑operative assessments, diagnostics and associated outcomes.
• Process referrals and book outpatient appointments within Epic; book interpreters as required.
• Support clinical staff with inbox management and flag high priority correspondence.
• Manage virtual clinics and monitor the In‑Basket function for internal correspondence.
• Coordinate clinic template amendments, cancellations and clinic diary bookings as per local processes.
• Attend meetings when required and perform Willowfield Clinic reception duties as part of a rota.
• Welcome patients and visitors, take details and ensure accuracy within Epic/Call Forward.
• Give general advice about services, referrals and access to both patients and health care professionals.
• Make appointments, capture appointment outcomes within Epic and organise additional services such as interpreters and transport.
• Track patient movements in clinic and add activities to be completed during the visit on to Epic.
• Use secure chat to communicate with clinicians and the wider MDT team during clinic and liaise to ensure smooth running of clinic.

• GCSE A‑C grade in English or equivalent (GCSE level education with Grade C or above in English and Maths).
• Experience working in an administrative environment.
• Excellent communication and interpersonal skills.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a Disclosure and Barring Service check to verify any previous criminal convictions.

£30,546 to £32,207 a year (including HCA).