Patient Administrator

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

It is essential for the role to demonstrate an excellent understanding of the 18-week RTT process and knowledge of the Trust’s Access Policy: an agreement to adhere to these policies according to National Trust Guidelines. Understanding of the 2WW cancer pathway and processes, where appropriate.

The role will mainly incorporate the booking of patients throughout their patient pathway as well as general administration type functions. Furthermore the post holder should develop an understanding of the milestones of the allocated pathway for patients within a designated group and elevate capacity constraints or concerns within the a patient’s pathway. This is an exciting opportunity to join the dynamic Neurosurgery department at King's College Hospital, Denmark Hill site.

The department is at the forefront of providing specialised care for patients undergoing neurological procedures, and we are looking for a dedicated and motivated Patient Administrator to play a key role in supporting our patient pathway.

The successful candidate will be responsible for booking appointments, coordinating patient schedules, and ensuring the seamless flow of patient information throughout the department. This is a busy, fast‑paced role where you will work closely with multidisciplinary teams, supporting both patients and healthcare professionals to ensure timely and efficient care delivery. You will also serve as the first point of contact for patients and their families, whether over the phone or in person, providing an exceptional level of customer service.

The ideal candidate will have strong administrative experience, a good understanding of hospital systems, and excellent communication skills. You should be comfortable managing complex bookings and patient inquiries, with the ability to work both independently and as part of a team. Your proactive attitude and attention to detail will be essential in helping to manage a smooth and effective patient journey within the department.

• Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, 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 member of the clinical team.
• 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 as required.
• Receive and respond to patient e‑mail queries, monitoring, managing and triaging email. Plus managing the physical post and ‘In‑Basket’.
• Escalate complex queries, providing reassurance, an expected response time, and further contact details as appropriate.
• Send no contact letters, ad‑hoc letters completed by the consultant which are generated to insurance companies etc. which are a to whom it may concern.

• PTL monitoring / updating / escalating where patient pathway issues are identified if not within their scope to resolve.
• Responsible for booking of patient’s appointments, diagnostics and inpatient stays, throughout their patient pathway.
• Corresponding with patients, practices and internal staff.
• Conduct reminder calls to patients, rearranging appointments where necessary in‑order to prevent non‑attendances.
• Management of patient correspondence via text reminder services.
• Responsible for checking all patients are accurately recorded on the waiting list on the Epic system and escalating where issues are identified to the appropriate team member.
• Responsible for accessing appointment booking systems for all routine pre‑operative assessments, diagnostics and their associated outcomes.
• Responsible for checking orders…