About this role
Job summary
Join the UCLH Trauma and Orthopaedic Department as a Hybrid Reception and Administrative Assistant. This varied role combines front-of-house reception duties with essential administrative support, across the wider Trauma and Orthopaedic department ensuring patients receive a professional, welcoming service while contributing to the smooth running of the department.
The balance between reception and administrative responsibilities is flexible, with the split of days in each role adjusted to meet service needs and provide variety within the role. You will manage appointments, respond to enquiries, maintain accurate records, and support clinicians and the wider multidisciplinary team. If you are organised, adaptable, and committed to delivering excellent patient care, we would love to hear from you.
Main duties of the job
Patient Care and Communicationo Welcome patients and visitors to Institute of Sports and Exercise Medicine with a friendly, professional approach.o Respond to telephone enquires through automated telephone call groupo Respond to emails through shared inboxo Respond to face-to-face enquiries promptly.o Keep patients informed of appointment delays and provide updates.o Signpost patients and visitors to relevant services and locations.o Handle concerns and complaints professionally, escalating when required.o Communicate effectively with clinicians and the wider multidisciplinary team.Reception and Administrative Supporto Check patients in for appointments and update patient records.o Support patients with self-check-in kiosks and MyCare registration.o Arrange interpreters, patient transport, parking documentation, and attendance forms where required.o Manage same-day clinic changes and cancellations sensitively.Appointments and Systemso Book, amend, and schedule appointments in line with Trust policies.o Book appointments from designated Appointment Workqueueso Record cancellations and non-attendances (DNAs).o Ensure clinic outcomes are completed and follow-up appointments arranged.o Escalate capacity or booking issues to the Team Leader.
About us
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:o University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)o National Hospital for Neurology and Neurosurgeryo Royal National ENT and Eastman Dental Hospitalso University College Hospital Grafton Way Buildingo Royal London Hospital for Integrated Medicineo University College Hospital Macmillan Cancer Centreo The Hospital for Tropical Diseaseso University College Hospital at Westmoreland Street
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Job description Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
Please note, due to anticipated high volumes of applications, this vacancy may close earlier than the listed closing date. You are advised not to delay submitting your completed application General Duties Maintain patient confidentiality at all times. Work flexibly across reception and administrative functions, according to service needs depending on changing clinic schedules and admin demands Maintain a professional appearance and comply with Trust policies. Adhoc admin requests. This list is not exhaustive and may change depending on demand.
Come and be a part of the best NHS trust in England to work for, according to our staff*
* UCLH top trust to work at in England - In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the third year in a row.
UCLH recognises the benefits of flexible working for staff To find out more, visit: Flexible working.
To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?
Person Specification
Knowledge and Qualifications Essential
Educated to GCSE level or equivalent, with Grade C or above in English and Maths. Knowledge of administrative procedures, acquired through training and/or previous experience of working in an administrative environment. Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
Desirable
NVQ Level 3 in Business Administration, Customer Service, Healthcare Support Services or equivalent qualification.
Experience Essential
Experience of working in a non-routine environment, with demonstrable evidence of being able to respond to queries and deal with unpredictable situations as they arise (acquired through experience and/or training to Vocational level 3 or equivalent). Experience of working in a customer facing environment, with knowledge of a comprehensive range of administrative procedures.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name University College London Hospitals NHS Foundation Trust
Address University College London Hospitals
235 Euston Road
London
NW1 2BU
United Kingdom
Employer's website https://www.uclh.nhs.uk (Opens in a new tab)