Overview

Senior Patient Administrator - Scheduling, Band 4

Hours: 37.5 pw (9-5)

This is an exciting opportunity to become the Senior Patient Administrator providing comprehensive administration support to the Planed Care Division. Successful applicants will demonstrate excellent communication skills in order to deliver a high standard of customer service to our patients. The post holder will also be responsible for the coordination of their workload to meet the demands of senior leaders of the Division and where appropriate for ensuring necessary follow up action and deadlines are met. Attention to detail is principal in this post as is the ability to prioritise workload; previous experience in administration and Booking Team is essential.

Knowledge of Cerner is desirable for this post.

About the Trust

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 welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs. The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates. Early application is advised as vacancies may close once sufficient applications are received. Employment is subject to a six-month probationary period. Some roles may require weekend shifts at multiple sites.

Responsibilities

Roles and responsibilities

• Assist the Team Leader 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 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 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 developed for clinical administrative processes and participate in their development.
• Suggest improvements to systems, with ways of measuring effectiveness of any changes made.
• 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.
• 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.

Central Admissions

• Ensure that patients surgery is booked in accordance with booking rules outlined in the Trusts Access Policy, in order that patient pathway targets are achieved.
• Identify potential long waiters and agree remedial actions.
• Escalate any capacity issues via the local escalation process.
• Book transport as and when necessary and communicate with transport office any 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 the theatre lists working closely with clinicians and managers as appropriate.
• Ensure that all patients on the waiting list are validated to promote an effective management of the Trust\'s 18 weeks pathway.
• Monitor the waiting list on a weekly basis and liaise with line manager about variances in performance and projections. Plan theatre lists 4 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 list. Assist in organising any special requirements as and when 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 spread sheet on a daily basis.
• Collate, input, interpret, analyse, and extract data for audit/presentations – to be used by clinicians/managers as and when requested.
• Provide patient information to GP practices, also to 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.

Others

• Ensure that patients surgery is booked in accordance with booking rules outlined in the Trusts Access Policy, in order that patient pathway targets are achieved.
• Identify potential long waiters and agree remedial actions.
• Escalate any capacity issues via the local escalation process.
• Book transport as and when necessary and communicate with transport office any 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 the theatre lists working closely with clinicians and managers as appropriate.
• Ensure that all patients on the waiting list are validated to promote an effective management of the Trust\'s 18 weeks pathway.
• Monitor the waiting list on a weekly basis and liaise with line manager about variances in performance and projections. Plan theatre lists 4 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 list. Assist in organising any special requirements as and when needed.
• Request medical records and x-rays prior to pre-assessment.
• 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 spread sheet on a daily basis.
• Collate, input, interpret, analyse, and extract data for audit/presentations – to be used by clinicians/managers as and when requested.
• Plan and maintain one year in advance theatre sessions, pre-assessment, and operating schedule to achieve wait time targets.

Requirements / Qualifications

• Excellent communication skills and ability to deliver high standard of customer service to patients.
• Ability to coordinate workload to meet demands of senior leaders; prioritisation and attention to detail.
• Previous experience in administration; Booking Team experience is essential.
• Knowledge of Cerner is desirable.

Additional Information

PLEASE SEE JD/PS FOR FULL JOB DETAILS

This advert closes on Thursday 2 Oct 2025