Band 4 Senior Patient Administrator, Monday to Friday (Fulltime)
Queen Marys 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.
Please let me know if you have any questions, or would like more information about any aspect of the role.
Where possible you should have a good understanding of Cerner
The closing date given is a guide only. There may be some occasions when we may close a vacancy if we receive a high number of applications. You are therefore advised to submit your application as early as possible to avoid disappointment.
The post holder will play a key role in the delivery of a high quality, safe and compassionate healthcare service to patients. They will ensure that streamlined administrative processes are implemented and followed which are focused on the patient and their individual needs.
The Senior Patient Administrator in Maternity team will provide effective and efficient administrative support to a team and will act as a focal point of communication between patients, doctors and other healthcare professionals. As a senior member of the team, the staff member will act as a role model to others in all aspects of their work, consistently demonstrating the highest standards of professionalism and customer service.
Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—along with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5 million, providing 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 a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.
We are committed to equal opportunities and believe that diversity drives innovation and excellence. As part of our dedication to equity, we actively welcome applications from individuals from the global majority, veterans and underrepresented communities. We value the unique perspectives and experiences that diverse teams bring 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 was likely unsuccessful.
Employment is subject to a six-month probationary period.
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 Trust’s 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
