About this role
Job summary
The Band 3 Reception Staff member provides a professional, welcoming, and efficient front-line reception and administrative service within the department. Acting as the first point of contact for patients, visitors, clinicians, and healthcare professionals, the post holder is responsible for ensuring a positive patient experience while supporting the smooth running of clinics and diagnostic services.
Key responsibilities include greeting and assisting patients, providing directions to clinic areas, undertaking appointment reminder and preparation calls, arranging patient transport, responding to enquiries, and maintaining accurate patient records. The post holder will support patient pathways by identifying rebooking requirements and liaising with Pathway Navigators and clinical teams to ensure continuity of care. They will also be responsible for distributing X-ray reports to GPs and authorised healthcare professionals in accordance with Trust policies, information governance standards, and confidentiality requirements.
Main duties of the job
Provide a friendly and professional reception service, welcoming and assisting patients on arrival.
Attend/check in patients on the system upon arrival for their appointments.
Register patients accurately and maintain up-to-date patient records.Make pre-appointment reminder calls and provide patients with relevantappointment information.
Send appointment reminder text messages to help reduce DNAs.Answer telephone enquiries and respond to patient queries promptly andcourteously.
Send X-ray reports to GP surgeries, ensuring accuracy, confidentiality, and timely communication.
Liaise with, Admin team, clinicians, and other departments to support patient care.
About us
The Royal Free London NHS Foundation Trust is one of the UK's biggest and most innovative trusts. Across three main hospitals, our dedicated army of staff care for over 1.6million patients, treat more than 200,000 in A&E, deliver over 8,000 babies and carry out more than 17million tests.
Our size, scale and influence offer you unrivalled career opportunities and a forward-thinking approach to working that works around your lifestyle. From flexible hours and generous benefits, to next level training, we make it easier to take your career to the top.
For more information please follow link https://www.royalfreelondonjobs.co.uk/
Job description Job responsibilities
Please see attached job description for more information about this role and working at Royal Free London NHS Foundation Trust.
Person Specification
Essential Essential
4 GCSE grades A-C or equivalent. Previous experience working in a reception, administrative, customer service, or healthcare setting. Understanding of confidentiality, data protection and customer care principles. Excellent verbal and written communication skills; ability to communicate effectively with patients, relatives and staff at all levels. Competent in Microsoft Office (Outlook, Word, Excel) and electronic record systems. Excellent customer service skills. Ability to prioritise workload, work accurately under pressure and meet deadlines. Awareness of risk management and information governance requirements, with an understanding of confidentiality, data protection, and safe working practices. Ability to remain calm under pressure. Professional, compassionate, reliable, adaptable, trustworthy, and detail-oriented with a positive, patient-focused approach.
Desirable
AMSPAR Medical Terminology or equivalent. NVQ Level 3 in Business Administration, Customer Service or equivalent qualification. Sage & Thyme certificate NHS experience and knowledge of NHS systems. Experience using Cerner, CRIS, EPR or other NHS systems.
Demonstrate ability to meet Trust Values Essential
Give examples showing Trust Values in action.
Desirable
Experience identifying and implementing service improvements
Skills and aptitudes Essential
Competent in Microsoft Office (Outlook, Word, Excel) and electronic record systems Excellent customer service skills Ability to work effectively as part of a multidisciplinary team and support colleagues across departments
Personal qualities and attributes Essential
Professional and approachable Compassionate and patient focused Flexible and Adaptable
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 Royal Free London NHS Foundation Trust
Address Finchley Memorial Hospital
Granville Road
London
N12 0JE
United Kingdom
Employer's website https://www.royalfreelondonjobs.co.uk/ (Opens in a new tab)