Administrator: Clinical Research Facility

• Deliver Outstanding, Inclusive Patient Experience.
• 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 research visits 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.
• Appointment and Admission Management.

Essential

• Educated to A-level standard (Level 3) or able to demonstrate equivalent* knowledge, skills and experience gained through work or structured learning.
• Good general standard of education, including English and Maths, or ability to evidence these skills through experience.

Desirable

• Customer service training or similar non-clinical qualification.

Essential

• Experience of working within a healthcare service.
• Experience in a customer facing role (e.g. reception, or administrative role).
• Experience of working in a busy environment with competing demands.

Desirable

• Experience working with people from diverse cultural, social and linguistic backgrounds.
• Experience of using electronic patient record databases and dictation systems.

Essential

• Outstanding interpersonal and customer service skills - warm, calm, welcoming and able to put people at ease.
• Strong communication skills - clear, professional, patient, and able to adapt style to meet the needs of different individuals.
• Strong digital fluency - confident and efficient digital user, with strong keyboard skills, able to work accurately and independently across multiple systems simultaneously, knowing how to prioritise, validate and reconcile information across different systems (e.g. electronic patient record systems, booking systems, Outlook, Word, Excel, Teams); able to learn and adapt to new systems quickly.
• Accuracy, including numeric accuracy, and attention to detail, especially when entering patient information and managing appointments.
• Problem-solving and initiative - able to identify issues (e.g. missed bookings, distressed patients, wayfinding problems) and take appropriate action or escalate.
• Ability to stay composed under pressure and manage queues, difficult conversations or conflicting priorities.
• Organisational skills - able to prioritise, manage time effectively and support smooth patient flow.
• Ability to work flexibly across departments and sites, and as part of a wider administrative team.
• Ability to follow policies and local Standard Operating Procedures

Desirable

• Ability to communicate in more than one language commonly spoken in north west London.

Essential

• Understanding of good customer service and what creates a positive first impression.
• Awareness of the importance of confidentiality, data protection and professional boundaries.

Desirable

• Understanding of people inequalities and barriers faced by diverse communities in accessing services.
• Basic knowledge of NHS values and the role of admin staff in patient experience.