Patient Services Administrator | Epsom and St Helier University Hospitals NHS Trust
| Company: | Epsom and St Helier University Hospitals NHS Trust |
|---|---|
| Salary: | £30,630 - £32,346 pro rata pa inc. HCAS outer |
| Hours: | Part-time |
| Location: | Wallington, SM6 0HY |
| Job type: | Permanent |
| Posting date: | 9 Jul 2026 |
| Closing date: | 8 Aug 2026 |
Summary
Work within the Sutton Health and Care Community Services administration teams and support an efficient and cost effective administrative service across the division.
Provide a patient focused service by responding to all queries from patients, referrers and staff in a timely and professional manner
Manage patient appointments for those who attend both community based clinics and domiciliary visits
Meet and greet patients in the clinic bases.
Able to communicate appropriately and professionally to patients staff/visitors. Ability to resolve complaints. Able to prioritise, use own initiative and make decisions and to also work as part of a team. Need to have experience of working with Microsoft packages, Word, Excel, Outlook or similar. Knowledge of using clinical patient systems an advantage but not essential as training will be provided.
Must be able to work flexibly travelling to all borough bases as and when required, sometimes at short notice.
St George’s, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey. Our sites include St George’s Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC).
After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce.
At gesh we are committed to supporting flexible working arrangements. Applicants are encouraged to discuss any flexibility they may need during the recruitment process.
Administration
· Open and appropriately distribute or action incoming/outgoing correspondence effectively and efficiently.
· Responsible for answering patient queries regarding referrals in a polite and courteous manner and appropriately transferring calls as required
· Responsible for managing referrals and allocating them within the services as appropriate ensuring that they are uploaded electronically to the patient record system as required including the creation and updating of records.
· Responsible for actioning worklists and managing any supplementary information required to support referrals including scanning and uploading information to the electronic patient record system
· Responsible for appointment management on electronic patient record system including taking receipt of patient information and inputting appropriate information onto electronic patient record which will include maintaining the integrity of patient data on records.
· Working with colleagues in the services to maintain accurate clinical diaries for appointment booking
· Responsible for providing accurate written, email or text confirmation of appointments to patients
· To ensure all letters or reports created by the team are on time and to a high standard of accuracy following Trust branding guidelines and ensuring that e-referral bookings are completed accurately and in a timely manner.
· To be responsible for discharging referrals accurately and in a timely manner as required
· To support with administration of satisfaction feedback from patients and undertaking audits and surveys as requested.
· Work with computer software as required such as MS Office and EMIS
· Work with telephonic equipment and software used to support SH&C
· Other general administration duties as required including making up folders to support clinical records as required
Communication
· To act as first point of contact receiving all clients, community clinicians and visitors into the clinic, directing as appropriate and acting as focal point for all enquiries.
· Responsible for answering patient queries in a polite and courteous manner and appropriately transferring any queries which cannot be answered
· Communicate clearly and concisely with clinical colleagues to ensure effective processing of referrals and patient information
· Work with colleagues to ensure service information provided to referrers and patients is correct and up to date
· Appropriately escalate any patient or referrer complaints/incidents that come into the team, in a courteous, effective and efficient manner respecting the confidential nature of such information.
· Liaise with estates service desk, IT service desk and domestics manager with regard to clinic maintenance, transport, IT or cleaning/infection control issues.
Personal Attributes
· Work flexibly to meet service needs
· Provide cross-cover/rotation for colleagues throughout Sutton Borough bases as and when required
· Responsible for ensuring all deadlines are met and own workload is prioritised and reallocated accordingly to meet service need.
· Participate in team development events as required and support the development of the team
· Take initiative in suggesting improvements to administrative process ensuring the process remains efficient and cost effective
Other Responsibilities
· Responsible for passing on requests for patient records to the Access to Health records team as required.
· Ensure divisional service needs are met through the delivery of a cohesive administration service.
· Participate in team meetings, including typing and distributing minutes, booking rooms and arranging refreshments as required.
· To act as Fire Co-ordinator for the clinic/base, if required
· To act as a first point of call for Materials Management issues in the base – ensuring stockrooms are kept tidy and issues escalated as required
· To act as a first point of call for estates issues, maintaining up to date clinic usage timetable and escalating to supervisor/manager as required
· To be responsible for ensuring that the clinic/base environment is welcoming, tidy and free from any hazards.
· Responsible for general security of the clinic including locking up and setting clinic alarm if required
· To undertake such other duties, across Trust sites, as may be required from time to time which are consistent with the responsibilities of the grade.
This advert closes on Thursday 23 Jul 2026
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