Receptionist/Administration Assistant

• Provide a professional and friendly reception service for patients, relatives, carers and visitors.
• Welcome and check in patients attending outpatient appointments.
• Book, cancel and amend appointments in line with Trust policies and procedures.
• Prepare clinics and manage clinic lists to support efficient service delivery.
• Maintain accurate patient records using Trust electronic systems.
• Process clinic attendance outcomes, cancellations and DNA information.
• Respond to telephone, email and face-to-face enquiries in a timely and professional manner.
• Liaise with clinicians, nurses, GPs and other healthcare professionals to support patient care.
• Ensure patient demographic information is accurate and up to date.
• Monitor waiting areas and support patients throughout their outpatient journey.
• Handle confidential information in accordance with Information Governance and Data Protection requirements.
• Work flexibly as part of the wider administrative team to meet service needs and support continuous improvement initiatives.

Essential

• Excellent telephone and reception skills
• Excellent verbal and written communication skills
• Ability to prioritise competing demands and manage a busy workload.
• Ability to remain calm and professional when dealing with difficult or sensitive situations
• Good IT skills, including Microsoft Office applications.
• Ability to work effectively both independently and as part of a team
• Ability to communicate effectively with patients, relatives, colleagues and healthcare professionals
• Excellent attention to detail and accurate data entry skills
• Flexible approach to work and changing service demands.
• Commitment to confidentiality and information governance

Desirable

• Knowledge of RTT pathways and patient administration systems.

Essential

• Professional, caring and patient-focused approach.
• Commitment to delivering excellent customer service
• Flexible and adaptable attitude

Essential

• Educated to GCSE, Grade C or above (or equivalent) in English language and Maths E

Desirable

• Administration, customer service or business administration qualification.

Essential

• Previous clerical or administrative experience.
• Previous reception or customer service experience
• Experience of dealing with members of the public.
• Experience of maintaining accurate records and data

Desirable

• Previous NHS experience
• Experience working in a healthcare environment
• Experience using electronic patient record or patient administration systems