Therapies Patient AdministratorBand 2

Main area

Diagnostic & Clinical Support

Grade

Band 2

Contract

1 x permanent 25 hour post

Hours

Part time - 25 hours per week

Job ref

435-D111-26-B

Site

Holden Centre

Town

Barrowford, Nelson

Salary

£25,272 - £27,476 this role will commence at Band 2 with progression to Band 3 upon successful completion of required competencies

Salary period

Yearly

Closing

05/10/2026 23:59

At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 9,500 staff, many of whom are internationally renowned and have won awards for their work.

Job overview

This post is for 25 hours, working Monday to Friday, 8.00 am to 1.00 pm (permanent post)

We're looking for a enthusiastic, motivated and experienced Patient Administrator to join our Referral Management and Booking team which covers many specialties and provides services across East Lancashire.

The post holder will have a keen eye for detail, excellent communication and organisational skills.

As a Patient Administrator, you'll play a vital role in ensuring patients referrals are actioned timely, arrange appointments and communicate efficiently and compassionately. You'll be responsible for:

• Processing referrals and booking appointments in line with clinical requirements and KPIs
• Managing patient information using patient administration systems i.e. EMIS and CERNER
• Handling telephone enquiries and coordinating communication with patients and professionals
• Accurately uploading information and maintaining high data quality standards

This role will commence at Band 2, with progression to Band 3 upon successful completion of required competencies.

Main duties of the job

• Accurately record and process referrals and appointments in line with clinical triage and KPIs.
• Offer patients appointment choices while adhering to clinical requirements.
• Arrange transport and translation services as needed.
• Perform general administrative tasks including data input, letter generation, filing, scanning, photocopying, and ordering goods.
• Maintain patient records and case notes to a high standard, both manually and electronically (e.g., EMIS, CERNER).
• Handle telephone enquiries from patients, carers, professionals, and external agencies courteously and efficiently.
• Maintain confidentiality and adhere to data protection policies.

Working for our organisation

At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 8,000 staff, many of whom are internationally renowned and have won awards for their work.

Detailed job description and main responsibilities

• Accurately record and process patient referrals and appointments in line with clinical triage and KPIs.
• Ensure timely and accurate data entry into EMIS and CERNER systems.
• Offer patients appropriate appointment options and arrange transport or translation services when needed.
• Handle telephone enquiries from patients, carers, and professionals courteously and efficiently.
• Communicate appointment details via phone, email, letter, or text.
• Provide cover across services as required.
• Attend departmental meetings and contribute to service improvement discussions.
• Adhere to Trust policies, including those related to data protection, equality, health and safety, and infection control.
• Support business continuity and major incident procedures.
• Operate within the Trust's behavioural framework and uphold its values.
• Maintain confidentiality and adhere to data protection and Trust policies.

Person specificationQualificationsEssential criteria

• Recognised educational standards i.e. GCSE Level 4-9 or equivalent in English Language and Maths

Desirable criteria

• Customer Care NVQ Level 3, or equivalent or willing to work towards ECDL/CLAIT or equivalent experience

ExperienceEssential criteria

• Proficient in the use of Microsoft Office, including Word, Excel, Outlook
• Effective written and verbal communication skills
• Extensive experience of working in administration
• Experience of customer care/liaison with public, patients or carers, e.g. telephone call handing

Desirable criteria

• Contact Centre experience

Knowledge & SkillsEssential criteria

• IT/keyboard skills
• Precise with detail and data collection
• Excellent interpersonal and communication skills in order to deal with all disciplines on the telephone using empathy and negotiating skills
• Ability to understand and comply with standard procedures/instructions and able to escalate risks/concerns

Personal AttributesEssential criteria

• Willingness to learn new systems and processes
• Ability to work in a team
• Ability to demonstrate confidentiality and sensitivity when dealing with the public.
• Value difference, diversity and inclusion and ensure fairness for all
• Flexible and adaptable to meet changing needs of the service
• Commitment to continuous professional development

OtherEssential criteria

• Ability to be flexible to cover Department opening times 8.00 am - 4.30 pm.

Dear Potential Applicant,

It is important you are made aware of the following as regards your application to East Lancashire Hospitals NHS Trust

• Please note that the salary advertised is for full time hours. If this post is less than 37.5 hours per week, the salary will be pro-rata. For posts on Agenda for Change pay-scales, new entrants to the NHS will normally commence on the first pay point of the relevant band.
• This vacancymay close before the closing date if the recruiting manager deems sufficient applications have been received. Therefore it is advised to complete your application as early as possible to avoid disappointment.**
• Please ensure you check the email account from which you apply regularly as we will use this to contact you regarding your application.
  
  *Please note that shortlisting is completed anonymously with candidates being assessed against the essential...