Booking Administrator

Job overview

We are looking for proactive and enthusiastic individuals to join our Patient Service Centre, with a commitment to improving patient experience in a demanding but highly supportive department.

The post holders will be the first point of contact for patients awaiting diagnostics and will ensure they deliver excellent customer service and patient care at all times. You will be responsible for handling a high volume of calls from our service users, so an excellent telephone manner is essential. The ability to organise, manage, and take responsibility for your own workload is integral to being successful in this role.

You will need to be organised, a logical thinker, enthusiastic, and highly motivated. A cheerful, caring, and kind nature is essential as part of our Imperial values, delivering the best in patient experience. The ability to communicate effectively at all levels and with a variety of stakeholders is imperative for this role. Candidates must also be able to multi‑task, and good problem‑solving skills are essential.

Ideally, you will have a good understanding of RTT (Referral to Treatment) performance targets, DMO1 (Diagnostics Waiting Times and Activity) management, and the hospital environment; however, this is not essential if you can demonstrate the other required skills.

The department operates between 8am and 6:30pm, Monday to Friday, and successful candidates will be required to work on a shift basis.

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 way finding 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.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.