Outpatient Clinic Administrator

The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley.

We encourage all our staff to have a healthy work/life balance. In doing so, you can apply for flexible working from the beginning of your employment. We offer a range of options which are designed to suit different circumstances and priorities in line with service requirements.

flexible-working

Job overview

The role will also include providing an efficient and professional reception service to patients and visitors attending the department.

The post holder will be responsible for booking patients throughout their pathway, managing referrals and undertaking a range of administrative duties to support the effective running of the service.

A good understanding of RTT (18-week Referral to Treatment) standards, Trust Access Policies and, where appropriate, the 2-week wait cancer pathway will be essential to support the effective management of patient pathways.

The successful candidate will develop an understanding of pathway milestones, proactively monitor patient progress and escalate any pathway delays or capacity concerns where appropriate.

• Provide a professional, compassionate and efficient point of contact for patients, relatives, visitors and the multidisciplinary team.
• Manage telephone, email and face-to-face enquiries, resolving routine queries and escalating complex issues appropriately.
• Provide reception support within the Liver Outpatients Department, welcoming patients and visitors.
• Liaise with patients to agree appointments in line with Trust access policies.
• Manage patient correspondence including letters, emails and appointment notifications.
• Book outpatient appointments, diagnostics and procedures throughout the patient pathway.
• Monitor patient tracking lists (PTL) and escalate pathway concerns where required.
• Process referrals and manage clinic bookings using Epic and eRS.
• Contact patients to confirm or rearrange appointments to reduce non-attendance.
• Ensure patients are correctly recorded on waiting lists and systems.
• Arrange interpreters and support access requirements where needed.
• Support the coordination of patient information requested by clinical teams.
• Manage clinical inboxes and work queues, highlighting urgent correspondence.
• Support the administration of clinics including virtual clinics and template amendments.
• Book and amend appointments in line with clinical availability.
• Ensure clinic outcomes are accurately recorded and systems updated.
• Attend meetings and provide administrative support when required.

Working for our organisation

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of £1 billion, 1.5 million patient contacts a year and around 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in Bromley.

Everyone’s contribution is required in order to meet the goals set out 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.

The trust-wide strategy 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 can take Team King’s to another level.

Detailed job description and main responsibilities

The Patient Administrator will provide high quality administrative support to the clinical and administrative teams, ensuring patients are managed efficiently throughout their pathway from referral to treatment. The role includes booking appointments, managing referrals, monitoring waiting lists and supporting the delivery of RTT targets in line with Trust policies.

The post holder will act as a key point of contact for patients and staff, managing enquiries via telephone, email and face to face, and ensuring a professional and compassionate service is provided at all times.

Key responsibilities include supporting clinic administration, managing work queues and inboxes, maintaining accurate patient records on Epic, and ensuring data quality standards are met. The role will also involve supporting reception services where required and working flexibly to support the wider administrative team.

The post holder will be expected to escalate pathway delays or concerns appropriately and contribute to the smooth running of the service through effective organisation and teamwork.

Person specification

Education and Qualifications

• Educated to GCSE level or equivalent, with Grade C or above in English and Maths.

Knowledge and Experience

• Experience of working in an administrative environment.
• Ability to multitask and work in a fast-paced healthcare environment.
• Strong computer skills, including familiarity with Microsoft Office Suite.

• Understanding of Patient Access Targets

Skills and Competencies

• Ability to organise and prioritise own workload to meet deadlines/targets.
• Evidence of positive approach to working in complex environments
• Ability to communicate effectively with all levels of staff and patients both verbally and in writing
• Ability to deal with sensitive information with tact and diplomacy. Ability to work as part of a multidisciplinary team (Team Player) Ability to work independently, to manage and prioritise own workload.

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Click here to see the range of benefits we offer
• Please review the documentation on our recruitment microsite, particularly the Trust’s criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Please note that the closing date is given as a guide. On occasion, we might close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.

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