Help Desk Advisor

Go back King's College Hospital NHS Foundation Trust

The closing date is 04 February 2026

As a Help Desk Advisor (Receptionist) you will provide a welcoming and comprehensive reception service to King's College Hospital. The post holder will need to demonstrate exemplary customer service to patients and visitors and strong administrative skills. The post holder will be expected to work flexibly within a team to ensure that all duties are covered which includes a weekend shift pattern (daytime).

This is NOT an ICT Help Desk position.

As a member of the team, the post holder will be responsible for answering and directing phone calls, responding to patient/visitor requests, providing admin support to book interpreters, responding to requests and supporting new applications for Subject Access.

A high level of professionalism is essential and a courteous and polite approach is always expected.

To welcome patients and visitors to King's College Hospital and to provide them with assistance in an efficient, amiable and confident manner. This may include giving helpful directions to wards, clinics or departments and signposting to relevant services where required. To use initiative in resolving problems for patients or visitors

To book porters with wheelchairs for patients on request,using EPIC to retrieve information pertaining to patient locations, admissions, discharges, scans and appointments always adhering to the Data Protection Act and patient confidentiality. To liaise with appropriate services to obtain additional information and support out of hours, such as Accident and Emergency Department, Medical Records or Clinical Site Manager.

To defuse situations where hostile or aggressive behaviour is presented. To ensure the personal safety of self and others by access to security alarms and personnel.

To provide help, support and information to volunteers who are supporting the Help Desk. To delegate appropriate tasks to volunteers and work with the Support Officer and Helpdesk Lead and the volunteer function to develop new volunteers' roles.

To book interpreters as indicated, to manage emails and ensure they are responded to correctly and in timely way. To support with applications made in person, to access medical records.

The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set up in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.

To support the delivery of Patient Advice and Liaison Service

To process information requests, compliments and feedback in line with the Standard Operating Procedure for Patient Advice and Liaison Service, using available templates and documents

To resolve MyChart enquiries or Subject Access applications (requests for copy records) either in person or email.

To handle basic casework as instructed by the Support Officer and Helpdesk Lead or the leadership team of the Patient Advice and Liaison Service

To record contacts using the Trusts risk management system (
Inphase
) in line with Key Performance Indicators specified

To support the delivery of the interpreting contract

As directed, to be responsible for booking process interpreters and other communication aids/support (e.g. BSL, Braille, audio) ensuring that the service operates effectively and professionally, in line with the operational guidelines.

To document in the patient record (EPIC) any communication preferences and to promote staff awareness of recording communication preferences to ensure patients receive information in appropriate formats to meet their needs. This is required for the Trust to meet its duties under equalities legislation and the Accessible Information Standards

To deal with telephone enquiries relating to interpreting and communication aids, support requests for support with the telephone handsets and interpreters on wheels, reporting faults or repairs to Patient Advice and Liaison Service Manager

Over the weekends, to support of the delivery of the volunteering function

To open…