About this role
Job summary
Are you a friendly and customer-focused individual looking to make a difference in the NHS? We are seeking an enthusiastic Receptionist/Administrator to join our busy Pre-Operative Assessment team, providing an efficient and welcoming service to patients across Worcestershire. As the first point of contact for many of our patients, you will play a vital role in ensuring a positive patient experience. You will be responsible for greeting patients, managing appointments, handling telephone enquiries, maintaining accurate records and supporting the smooth day-to-day running of the Pre-Assessment service.
This is an excellent opportunity to join a supportive and friendly team that is committed to delivering high-quality care. You will work closely with our administrative team, our clinical team, the surgical specialties and healthcare professionals, helping patients access the services they need while contributing to the efficient delivery of care. We are looking for someone with excellent communication and organisational skills, a professional and compassionate approach, and the ability to work effectively in a busy environment. Previous reception or administrative experience is desirable, but most importantly we are looking for someone who enjoys helping people and takes pride in delivering excellent customer service. If you are reliable, motivated and would like to be part of a team that makes a real difference to patients every day, we would love to hear from you.
Main duties of the job
Join our friendly Pre-Operative Assessment team and play a key role in supporting patients across Worcestershire. As a Pre-Assessment Receptionist, you will be the first point of contact for patients attending our department, helping to ensure they receive a professional, efficient and welcoming experience.
This varied role involves welcoming patients to the department, managing appointments, handling telephone and email enquiries and updating our MyPreOp digital portal . You will work closely with our nurse led clinical team, administrative colleagues and our surgical specialty colleagues to ensure clinics run smoothly and patients are seen at the right time and in the right place.
The post also provides essential administrative support for our service, including coordinating referrals, managing clinic information and helping to facilitate patient pathways in readiness for their planned surgery. Your work will contribute directly to reducing waiting times, improving access to services and supporting the delivery of high-quality patient care.
We are looking for someone who is organised, approachable and able to remain calm in a busy environment. If you enjoy working with people, have excellent communication skills and want to make a positive difference to patients every day, we would love to hear from you.
In return, you will join a supportive team that values kindness, teamwork and continuous improvement, with opportunities to develop your skills within a busy NHS service.
About us
Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.
The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester
Our workforce is more than 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.
We are committed to recruiting the best people to work with us. Our values, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.
Being open and honest
Ensuring people feel cared for
Showing respect to everyone
We are committed to developing a culture of continuous improvement by embedding the principles of our Improvement System.
We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.
DBS Checks and Costs
Any applicants who are offered posts requiring a DBS check as part of their employment check will have the cost of this check (at the current rate) deducted from their salary. Please see link in Supporting Information section for more details on DBS checks and costs.
Job description Job responsibilities
Job Purpose:
Use the manual and computerised systems including PAS, ENVOY, PTS, TEAMS, MyPre-Op+ and CLIP to:
To work as part of the Pre-Operative Assessment clerical team assisting with the smooth and efficient running of the Pre-Operative Assessment Clinic.
Provide a comprehensive receptionist service for the department and administration duties as set out in the job description.
To make appointments on the Trust IT systems in accordance with agreed policies and procedures.
To provide accurate, timely information to assist nursing staff in good management of their Pre-Operative Assessment clinics.
The post will also include answering telephone queries and updating the hospital PAS system.
To ensure the confidentiality of all patient information and Trust business.
Key Duties:
Postholders must be able to work on their own initiative when carrying out their usual duties. Supervision is available as required.
To participate in reception duties for Pre-Operative Assessment Clinic Countywide, as well as any other visitors to the department.
To greet patients in a polite and respectful manner and promote patients sense of dignity at all times.
The postholder is often the first point of contact for the majority of patients.
Use of manual and computerised systems including PAS, CLIP and digital MyPre-Op system.
To check registration details and demographics for accuracy and ensure that all details are updated on PAS to include #call me
Record the patients attendance to clinic and outcome their appointment on their departure
Notify secretaries of DNAs via the agreed proforma
To deal with enquiries from patients, the general public and other staff as appropriate.
Ensure the smooth daily running of the Pre-Operative Clinic reception desk
Liaise with ambulance control for ensuring the patients return journey home is scheduled
To carry out any other duties appropriate to the grade as requested by the booking team.
Ability to prioritize workload according to demands of the department.
To reschedule Pre-Operative assessment appointments in accordance with the agreed S.O.P, under the direction of the administration team.
Communication Responsibilities:
To ensure that there is good communication between the administration team and the clinical team so that the department runs smoothly.
To demonstrate tact, diplomacy, patience and empathy in the course of considerable patient contact, both in person, over the telephone, and by email correspondence.
Ensure telephones are answered promptly and dealt with appropriately.
To respond to patient telephone or face to face complaints in the first instance, seeking support and advice from the team leaders or nurses as appropriate.
To impart clear, concise appointment related information to patient, secretaries and booking staff.
To use interpersonal skills to interact and communicate appropriately with a variety of patients from differing backgrounds and cultures, puting each individual at ease and reassure anxious patients.
To communicate appropriately with patients who have special needs including patients with physical and mental disabilities, learning difficulties and with patients who are anxious and/or upset.
To communicate appropriately with patients who are behaving in an aggressive manner and seek help from senior staff.
To deal appropriately with messages left on the out of hours answerphone service, and any emails received into the countywide email box.
To communicate effectively and work collaboratively as a member of the Multi-Disciplinary team.
Clerical Responsibilities:
To answer general telephone queries from patients, health professionals and the general public and process appropriately or refer on to relevant staff as appropriate.
In exceptional circumstances where clinical staff are unable to arrive for the clinic, support the appointments team and nurses with cancelling patients by telephone at the last minute.
To amend and cancel appointments appriopriately. Notify relivant secretary or booker.
To generate appropriate letters and cross reference patient details for accuracy
To liaise with other Pre-Operative Assessment clinics across county.
To provide clerical support for nursing staff countywide.
To destroy confidience waste appropriately and in line with the Trust policy.
Ensure computer, printer equipment and stationery is available and working effectively working, reporting any faults or problems to the team leader.
Educational Responsibilities:
To demonstrate working practices to new and exsisting employees including Admin & Clerical staff, any Pre-Operative Assessment staff countywide.
To have sufficient knowledge of Departmental clinical procedures to be able to inform and advise patients.
To have sufficient knowledge of the Pre-Operative Assessment Service to be able to advise patients on the appropriateness and timeliness of appointments.
To ensure your training requirements are up to date within Trust targets.
General Responsibilities:
To observe confidentiality of patient records at all times in accordance with the Data Protection Act.
To use acquired knowledge to inform patients of the benefits of Pre-Operative Assessment
To manage and prioritise own workload, taking identified priorities into account and observing department policies.
To review procedures regularly in discussion with colleagues and advise of any improvements that could be made to administrative procedures.
To comply with department sickness SOP and report any absences in accordance with this policy.
To report any equipment faults or hazardous or potentially dangerous situations.
To report any accidents, untoward incidents and complaints by following appropriate escalation procedures.
To ensure patient confidentiality.
To ensure all Trust standards and policies are observed.
To remain professional at all times
Person Specification
Qualifications Essential
Good standard of Education
Desirable
Any recognised typing qualifications Recognised English & Maths qualification Evidence of additional self-development
Experience Essential
Previous Customer services experience/dealing with the public Previous Administration experience
Desirable
Previous clerical/reception experience within a hospital
Knowledge and Skills Essential
Professional Good organisational / time management skills including contact with general public Good clear handwriting Ability to work as part of a team and on own initiative Good IT skills
Desirable
PAS and/or CLIP understanding
Personal Qualities Essential
Able to work in a team Ability to work to deadlines Awareness of self-presentation suitable for the workplace. Flexibility Understanding the importance of confidentiality Willingness to undertake further training
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.
Employer details Employer name Worcestershire Acute Hospitals NHS Trust
Address Kidderminster Treatment Centre
Bewdley Road
Kidderminster
Worcestershire
DY11 6RJ
United Kingdom
Employer's website https://www.worcsacute.nhs.uk/ (Opens in a new tab)