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.

Working for our organisation

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.  

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career. Benefits include career development, flexible working and wellbeing, staff recognition scheme.  Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities. 

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly,  part time or job share.  Please talk to  us at interview. 

Environmental sustainability
Climate change and poor air quality is a health emergency that harms people’s health and wellbeing and widens health inequalities. The Trust is also committed to reducing its impact on the environment by reducing our greenhouse gas emissions to Net Zero by 2045. All our employees have a role to play, and we have an active green network that supports staff to act in ways that ensures that our services are efficient, sustainable and reduce our impact on the environment www.imperial.nhs.uk/about-us/our-strategy/green-plan.