Administrator - Gynaecology

Job overview

We are seeking a proactive and compassionate Administrator to act as a welcoming first point of contact for patients, families and visitors, helping to create a calm, inclusive and supportive environment.

You will deliver excellent customer service while supporting a smooth and efficient patient journey, managing appointments accurately in line with the Northwest London Elective Access Policy and using Trust systems effectively.

You will handle enquiries, carry out data quality checks, proofread documentation and use initiative to resolve day to day issues, keeping patients informed and escalating concerns appropriately. Working flexibly across departments, you will provide reliable reception and administrative support, maintain confidentiality, and uphold data quality standards and Trust values.

The role involves supporting patients from diverse backgrounds through clear, empathetic communication, processing referrals, booking and managing appointments, admissions and procedures, handling cancellations sensitively, arranging additional services and managing referral pathways, including DNAs.

You will also undertake general administrative duties such as handling stock, payments, coding accuracy and Subject Access Requests. You will work independently and as part of a team, contribute to a positive workplace culture, follow policies and procedures, complete mandatory training, support audits and demonstrate flexibility to work evenings and weekends where required.

Main duties of the job

• Welcome and assist all patients, families and visitors warmly, creating a calm and reassuring first point of contact for people from diverse cultural, linguistic and social backgrounds.
• Provide clear, compassionate information and reassurance, recognising that many patients may be anxious, distressed, or attending hospital at a vulnerable point in their lives.
• Adapt communication to meet differing needs (e.g. limited English, sensory impairments, cognitive or accessibility needs), using interpreters or other support where appropriate.
• Treat every patient with dignity, respect and sensitivity, ensuring everyone feels valued, included and supported.
• Handle enquiries and concerns professionally and empathetically, escalating promptly when necessary.
• Support patients in practical ways, including completing forms, accessing information, updating if clinics are running late and providing clear directions or wayfinding support.
• Respond courteously and promptly to telephone and email enquiries, ensuring consistent, high-quality service.
• Maintain confidentiality and adhere to data protection standards in all interactions and record-keeping.

Detailed job description and main responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews please view the Job Description attachment with the job advert.