About this role
Job summary
To provide a courteous reception service to patients and clinicians in line with office procedures, contributing to the overall efficient and effective running of designated outpatient clinics.
To work closely with Supervisor, APP'S, Physiotherapist, Speech and Language therapist and Dietitians to ensure that any issues in clinic are raised immediately to maintain an excellent level of service to patients.
The post-holder will work as part of the Therapy Services Team, ensuring an efficient, high quality and timely service is provided. This includes providing a welcoming and professional service to patients and colleagues.
To manage the booking of designated new & follow up clinics and ensure that these are booked efficiently and that any booking issues are raised immediately with supervisor/Service Manager and clinicians to ensure patient care is not compromised.
To ensure envoy is checked and completed on a timely manner.
To deal sensitively and discreetly with patient's queries both in person and by telephone
To provide a confidential and high standard general administrative support to the department
Main duties of the job
Main duties for the NHS Band 3 Therapy Services receptionist post in outpatient clinics can be summarised as follows:
Greet and welcome patients and visitors in a professional and friendly manner.
Book patients in for appointments and record attendance using EPR/Cerner
Manage appointment booking and cancellations following clinical guidance and service protocols.
Handle incoming queries via email, telephone, and face-to-face, providing information and signposting as appropriate.
Manage communication between patients, clinical staff, and other departments, including urgent requests.
Handle Envoy requests, booking interpreters and patient transport.
Ensure all patient information is handled confidentially and securely in line with data protection policies.
Maintain the reception area, ensuring it is clean, tidy, and professional.
Support service continuity by working within the reception rota, with variable shift start/end times.
Respond effectively and empathetically to patient concerns, including managing difficult situations calmly.
Assist with additional clerical duties, such as photocopying, filing, and data entry as required.
Contribute to maintaining smooth patient flow and efficient clinic operations.
These duties ensure the smooth running of outpatient clinic reception services and support patient care delivery effectively.
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 linkhttps://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
Royal Free World Class Values
Essential
- Demonstrable ability to meet the Trust Values
Education and professional qualifications
Essential
- Good general education, including GCSE English grade "C" or above, or equivalent
Skills and aptitudes
Essential
- Excellent customer care skills, including ability to use judgement, tact & diplomacy
- A high degree of accuracy and attention to detail
- Experience of prioritising own workload in a highly pressured working environment
- Knowledge of patient confidentiality and the Data Protection Act
Desirable
- Ability to successfully manage and resolve difficult situations
- Excellent telephone manner
- Experience of using own initiative to help solve a problem or improve a service
- Experience of team working
- Excellent communication skills, both written and spoken
- Effective interpersonal skills, to liaise and negotiate with people/staff at all level
- Good IT skills, including proficiency in the use of windows based applications
- Excellent organisational skills
- Experience of record keeping
Personal Qualities & attributes
Desirable
- Self-motivated and solution focussed
- Flexible and adaptable
Experience
Desirable
- Significant experience in a role which combines administration and working with the public, preferably in the NHS or similar
- Knowledge / experience of computer systems
Other Requirements
Essential
- Positive approach to service needs
- Reliable
- Polite
Desirable
- Prepared to learn new skills
- Confident
- Be able to undertake moderate physical efforts for periods of time to lift, file and carry
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
Barnet Hospital and Chase Farm Hospital
Barnet
EN5 3DJ
United Kingdom
Employer's website
https://www.royalfreelondonjobs.co.uk/ (Opens in a new tab)