Outpatients Administrator

Record and process all outpatient attendances / cancellations & DNAs on EPR within stipulated timeframes

Advise clinics of patients who are late arriving for their appointments

Book follow-up appointments

File documents according to Information Governance policy

Maintain an uncluttered and tidy reception area

Maintain reception areas in a hygienic and sanitary condition including cleaning and wiping of surfaces

To cover clinics between hours of 8:30am - 8:00pm on rotational basis following working time directive (WTD)

Support the Managers and Supervisors in developing a patient focused service.

Main duties of the job

o Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes

o Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets

o Ensure that all patients attending in person are checked in

o Ensure patient information is complete and up to date on the Trust ERS

o Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date

o Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards

o Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff

o Communicate effectively using all available forms of communication

o Be a calm, supportive, flexible and adaptable member of the team

o Deal with all enquiries in a professional and co-operative manner

o Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse

About us

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.

Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.

We run major acute services at:

• Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
• St Mark's Hospital: an internationally renowned specialist centre for bowel disease
• Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
• Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.

We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.

Details

Date posted

14 October 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£30,630 to £32,346 a year

pro rata per annum

Contract

Permanent

Working pattern

Full-time

Reference number

337-NP-1002LC

Job locations

Central Middlesex Hospital

Acton Lane

NW10 7NS

United Kingdom

Job responsibilities

Key responsibilities

Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes

Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets

Ensure that all patients attending in person are checked in

Ensure patient information is complete and up to date on the Trust ERS

Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date

Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards

Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff

Communicate effectively using all available forms of communication

Be a calm, supportive, flexible and adaptable member of the team

Deal with all enquiries in a professional and co-operative manner

Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse

Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible

Provide non-clinical advice and guidance regarding appointments

Process patient data and appointments using the Trust EPR

Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act

Redistribute and file appropriate documents according to Information Governance policy

Maintain an uncluttered and tidy reception area

Maintain reception areas in a hygienic and sanitary condition including the cleaning and wiping down of protective screens, counter tops, work benches/desks, electronic and telephonic equipment and printers

Complete own day-to-day tasks promptly and efficiently and prioritise work without need for direct supervision

Be a proactive problem solver and encourage team-wide problem solving

Have a comprehensive understanding of reception roles, outpatient clinics, appointment booking, cashing up and Outcomes processes

Ensure the regular maintenance of equipment, reporting problems to relevant departments and managers

Complete staff surveys and audits

Maintain grooming and dress standards, in accordance with departmental/Trust policy

Assist in supporting and mentoring of new team members

Attend annual appraisals and review objectives regularly

Attend, complete and apply all mandatory training

Support the Service Manager and Supervisors in developing a patient focused

Job responsibilities

Key responsibilities

Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes

Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets

Ensure that all patients attending in person are checked in

Ensure patient information is complete and up to date on the Trust ERS

Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date

Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards

Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff

Communicate effectively using all available forms of communication

Be a calm, supportive, flexible and adaptable member of the team

Deal with all enquiries in a professional and co-operative manner

Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse

Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible

Provide non-clinical advice and guidance regarding appointments

Process patient data and appointments using the Trust EPR

Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act

Redistribute and file appropriate documents according to Information Governance policy

Maintain an uncluttered and tidy reception area

Maintain reception areas in a hygienic and sanitary condition including the cleaning and wiping down of protective screens, counter tops, work benches/desks, electronic and telephonic equipment and printers

Complete own day-to-day tasks promptly and efficiently and prioritise work without need for direct supervision

Be a proactive problem solver and encourage team-wide problem solving

Have a comprehensive understanding of reception roles, outpatient clinics, appointment booking, cashing up and Outcomes processes

Ensure the regular maintenance of equipment, reporting problems to relevant departments and managers

Complete staff surveys and audits

Maintain grooming and dress standards, in accordance with departmental/Trust policy

Assist in supporting and mentoring of new team members

Attend annual appraisals and review objectives regularly

Attend, complete and apply all mandatory training

Support the Service Manager and Supervisors in developing a patient focused

Person Specification

Education/ Qualifications

Essential

• English at GCSE level
• Experience of delivering excellent customer service
• Advanced keyboard skills & Computer Skills

Desirable

• Experience of using Cerner & NHS Experience
• Excellent organisation and communication skills
• Flexible and able to adapt in order to meet competing priorities and changing work processes

Knowledge and experience

Essential

• Experience of administrative work
• Excellent time management skills

Desirable

• Ability to remain calm under pressure

Person Specification

Education/ Qualifications

Essential

• English at GCSE level
• Experience of delivering excellent customer service
• Advanced keyboard skills & Computer Skills

Desirable

• Experience of using Cerner & NHS Experience
• Excellent organisation and communication skills
• Flexible and able to adapt in order to meet competing priorities and changing work processes

Knowledge and experience

Essential

• Experience of administrative work
• Excellent time management skills

Desirable

• Ability to remain calm under pressure

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

London North West University Healthcare NHS Trust

Address

Central Middlesex Hospital

Acton Lane

NW10 7NS

United Kingdom

Employer's website

https://www.lnwh.nhs.uk (Opens in a new tab)

Employer details

Employer name

London North West University Healthcare NHS Trust

Address

Central Middlesex Hospital

Acton Lane

NW10 7NS

United Kingdom

Employer's website

https://www.lnwh.nhs.uk (Opens in a new tab)

Job responsibilities

Key responsibilities

Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes

Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets

Ensure that all patients attending in person are checked in

Ensure patient information is complete and up to date on the Trust ERS

Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date

Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards

Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff

Communicate effectively using all available forms of communication

Be a calm, supportive, flexible and adaptable member of the team

Deal with all enquiries in a professional and co-operative manner

Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse

Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible

Provide non-clinical advice and guidance regarding appointments

Process patient data and appointments using the Trust EPR

Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act

Redistribute and file appropriate documents according to Information Governance policy

Maintain an uncluttered and tidy reception area

Maintain reception areas in a hygienic and sanitary condition including the cleaning and wiping down of protective screens, counter tops, work benches/desks, electronic and telephonic equipment and printers

Complete own day-to-day tasks promptly and efficiently and prioritise work without need for direct supervision

Be a proactive problem solver and encourage team-wide problem solving

Have a comprehensive understanding of reception roles, outpatient clinics, appointment booking, cashing up and Outcomes processes

Ensure the regular maintenance of equipment, reporting problems to relevant departments and managers

Complete staff surveys and audits

Maintain grooming and dress standards, in accordance with departmental/Trust policy

Assist in supporting and mentoring of new team members

Attend annual appraisals and review objectives regularly

Attend, complete and apply all mandatory training

Support the Service Manager and Supervisors in developing a patient focused

Education/ Qualifications

Essential

• English at GCSE level
• Experience of delivering excellent customer service
• Advanced keyboard skills & Computer Skills

Desirable

• Experience of using Cerner & NHS Experience
• Excellent organisation and communication skills
• Flexible and able to adapt in order to meet competing priorities and changing work processes

Knowledge and experience

Essential

• Experience of administrative work
• Excellent time management skills

Desirable

• Ability to remain calm under pressure