Patient Care Coordinator | Chelsea and Westminster Hospital NHS Foundation Trust

The sexual health, HIV and Gender Affirmation Surgery teams (GAS) in St Stephen's centre are looking for a flexible and dedicated administrator to be the first point of contact for all patients attending our services.

We are looking for people who are motivated, enthusiastic and who possess excellent interpersonal and communication skills along with the ability to work with a diverse range of clients in an innovative setting ensuring all patient queries are dealt with in a professional, polite and friendly manner.

The post holder will work within the areas as needed to maintain continuity of cover at all times ensuring clear communication pathways between clinical and administration staff.

You will maintain cover in our SSC GUM/HIV call centre on a rotational basis ensuring all calls are answered in a timely and professional manner in accordance with the Trust values.

You must have a ‘can do ‘attitude and be passionate about providing a high standard of patient care.

We believe in supporting our staff to reach their full potential and you will be effectively mentored and supported in order to equip you with the skills and attributes required to support our patients.

Please see the attached job description and skill sheet and person specification. Successful applicants will be able to demonstrate they meet the essential criteria in the person specification in their application and if shortlisted, at interview.

· Working flexibly, the post holder will be the first point of contact for all patientsattending or contacting JHC, Kobler OPD and GDU services ensuring all queries are dealt with in a professional, polite and friendly manner.

· The post holder will also provide reception and administration cover for all Gender Affirmation Surgery (GAS) service patients attending the 3rdfloor SSC.

· The post holder will work within the areas as needed to maintain continuity of cover at all times ensuring clear communication pathways between clinical and administration staff.

· Participate in the management of a shared SSC email inbox for the purposes of external and patient professional enquiries from other services within the Trust and externally and direct queries appropriately.

Work in the SSC GUM/HIV call centre on a rotational basis ensuring all call are answered in a timely and professional manner in accordance with the Trust values

Our Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—along with award-winning clinics across North West London.

Our nearly 7,500 staff care for a diverse population of 1.5m, providing full clinical services including maternity, A&E and children’s services, plus specialist HIV and sexual health care. The CQC rates us Good in safety, effectiveness, care and responsiveness, and Outstanding in leadership and resource use.

We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and an £80m Ambulatory Diagnostic Centre at West Mid.

We are delivering sustainable healthcare through our Green Plan. In line with Greener NHS ambitions, we aim for net zero carbon emissions by 2045. Achieving this requires collective effort. We encourage staff to reduce their impact on carbon, waste and pollution wherever possible. Every action counts to create a healthier, more sustainable future.

We are committed to equal opportunities and believe diversity drives innovation and excellence. We welcome applications from the global majority, veterans and underrepresented communities, valuing the perspectives they bring.

If you haven’t heard from us within 3 weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probation.

Some roles may require weekend shifts at multiple sites.

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· To be the first point of contact for all patients and Trust staff attending or contacting JHC, Kobler OPD and GDU services ensuring that all queries are dealt with in a professional, polite and friendly manner.

· To provide reception cover for all Gender Affirmation Surgery (GAS) service patients attending the 3rd floor SSC.

· The post holder will work within the reception areas as needed to maintain continuity of cover at all times.

· To ensure collaborative working and clear communication pathways between clinical and administration staff.

· Participate in the management of a shared SSC email inbox for the purposes of external and patient professional enquiries from other services within the Trust and externally and direct queries appropriately.

· Work in the SSC GUM/HIV call centre on a rotational basis ensuring all call are answered in a timely and professional manner in accordance with the Trust values.

· To create and update accurate GUM/HIV/GAS clinic records accordingly regarding appointments as well as changes to demographic or contact information. Clinical systems include (but are not limited to) Cerner, GUM EPR and DrDoctor.

· To book new/follow-up outpatient appointments for GAS patients in accordance with departmental and Trust policies and procedures.

· To utilise and manage the patient appointment reminder systems on

· Ensure relevant standards for confidentiality and information governance are applied.

· To manage the Kobler Clinic DNA recall system

· Proactively assist in dealing with patient complaints/compliments around the services.

· Promote Family and Friends feedback option to patients attending the GUM/HIV OPD service

· To work closely with the nurses in charge of the GUM/GAS clinics on a daily basis to advice patients of current and approximate waiting times and to ensure patients supported in clinic.

· Proactively promote Sexual Health London (SHL) testing services both in clinic and on the phones.

· When working in reception areas, update pt. DNA’s and attend patients using Cerner, and GUM EPR systems.

· To be responsible for maintaining accurate patients’ demographic details and report any duplicate patient registrations to the SSC Support services manager.

· To manage all calls efficiently and professionally within the identified performance standards.

· To note any change in circumstances e.g. GP contact details and addresses are entered onto EPR. Check with the patientat every visitthat all the above information is accurate

· To accurately input all new and transfer of care HIV patients onto Cerner under a medical number.

· To effectively diffuse difficult situations with patients and refer to the SSC charge nurse.

· To maintain the appointment system using the Cerner scheduling system and to make appointments or reschedule them for patients in person, by telephone and in person.

· To arrange and book any additional services that may be required by patients attended the clinic e.g. transport or interpreting services.

· To maintain patient confidentiality at all times, keeping patients’ information private and only allowing access to it by authorised staff.

· Responsible for ensuring that all clinics are encountered, and outcomes are recorded.

· Ensure the HIV DNA policy is followed in Kobler OPD.

· To send designated SMS messages to patients when require for the purposes of appointment or service related information

· To take part in audits of outpatient activity as required.

· To work a flexible rota system for the Service, including late clinics and Saturdays where appropriate.

· To accurately input GUMCAD/SHRAD data into the GUM EPR as directed.

This advert closes on Sunday 7 Jun 2026