Patient Administrator

Overview

Patient Administrator - 1 Full Time Post. 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. The post holder should develop an understanding of the milestones of the allocated pathway for patients within a designated group and escalate capacity constraints or concerns within a patient's pathway.

This role is based in the Neurosurgery department at King s College Hospital, Denmark Hill site and involves working with multidisciplinary teams to support patient care and service delivery.

• Communication and Patient Liaison:
  Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trusts values.
• Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on 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; manage 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 and ad hoc letters completed by the consultant to insurance companies, as required.
• Coordinating Patient Care: PTL monitoring/updating/escalating where patient pathway issues are identified if not within scope to resolve; responsible for booking patient appointments, diagnostics and inpatient stays throughout the patient pathway.
• Correspond with patients, practices and internal staff; conduct reminder calls to patients; rearrange appointments to prevent non-attendance; manage patient correspondence via text reminder services.
• Check that all patients are accurately recorded on the waiting list in Epic and escalate issues to the appropriate team member; access appointment booking systems for routine pre-operative assessments, diagnostics and outcomes; check orders list on Epic daily to ensure timely appointments and escalate as required; send correspondence to patients, GPs, or others involved in care; process and register referrals and book outpatient appointments within Epic;
  
  book interpreters as required; collate required patient information at the request of clinical teams.
• Supporting Clinical Teams:
  Manage clinical staff inboxes and flag high-priority correspondence; manage virtual clinics; monitor InBasket function and work queues; coordinate clinic template amendments/cancellations; book patients in line with clinical diaries; attend meetings;
  Willowfield Clinic reception duties as part of a rota; welcome and receive all patients and visitors; provide general advice about services and how to access them; ensure appointment outcomes are captured in Epic; make, cancel or rebook appointments for specialist nurses and consultants within Epic; organise additional services for patients (e.g., interpreters, transport); track patient movements in clinic and add activities to Epic;
  
  use secure chat to communicate with clinicians and the wider team; liaise with clinicians and MDT team to ensure smooth running of clinic; review End of Day Report to identify unsigned visits and escalate.

Details of the position:
Job location at King s College Hospital, Denmark Hill, London SE5 9RS
. Pay band 3; permanent, full-time. Date posted: 22 January 2026. Band 3; £30,546 to £32,207 per year including HCA.

• GCSE A-C grade in English or equivalent; educated to GCSE level or equivalent with Grade C or above in English and Maths.
• Essential:
  Experience of working in an administrative environment; excellent communication and interpersonal skills.

Other information:
This post is subject to Disclosure and Barring Service checks. Applications from job seekers who require current Skilled Worker sponsorship are welcome. See UK Visas and Immigration guidance for details.

Employer:

King s College Hospital NHS Foundation Trust. Address:
King s College Hospital, Denmark Hill, London SE5 9RS
. Employer website: