Job summary
We are looking for an enthusiastic, reliable, and compassionate individual to join our Outpatient Reception team working within the Diabetes and Endocrinology service. This busy outpatient setting requires a receptionist who can provide a high standard of front-of-house service, ensuring patients are welcomed, supported, and processed efficiently during their clinic visits.
You will be the first point of contact for patients, carers, and clinicians, playing a vital role in the smooth running of our outpatient clinics. The role demands excellent communication skills, attention to detail, and the ability to remain calm under pressure.
Main duties of the job
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Accurately book, check-in, and cancel outpatient appointments using hospital systems.
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Ensure patient records and clinic lists are up to date and available for clinical staff.
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Handle telephone queries in a courteous and timely manner, signposting as necessary.
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Liaise with medical, nursing, and administrative colleagues to support smooth clinic operations.
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Maintain confidentiality at all times and comply with Trust policies including data protection and infection control.
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Support patients with additional needs in accessing the service appropriately.
About us
With over 19,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation.
Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career!
We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.
Job description
Job responsibilities
Reception and Patient Interaction
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Greet patients and visitors professionally, offering assistance and reassurance.
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Identify patients on arrival and ensure they are checked in using the appropriate systems.
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Keep patients informed about waiting times or clinic delays.
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Provide non-clinical information regarding clinic times, directions, and processes.
Administration and Systems -
Input and update patient details accurately on electronic systems.
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Manage appointment scheduling, cancellations, and rebookings.
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Ensure all paperwork, referrals, and notes are processed or forwarded correctly.
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Prepare clinic documentation and assist in filing or scanning as required.
Team Support -
Work closely with clinicians, nurses, and fellow admin staff to ensure clinic efficiency.
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Cover for other reception team members during absence or peak periods.
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Participate in team meetings and contribute to service improvements.
Service Excellence and Patient Experience -
Demonstrate empathy and understanding, particularly when dealing with patients managing long-term conditions such as diabetes.
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Adhere to Trust values and support the delivery of high-quality patient-centred care.
Please see attached job description and person specification for further details regarding this vacancy
Job description
Job responsibilities
Reception and Patient Interaction
-
Greet patients and visitors professionally, offering assistance and reassurance.
-
Identify patients on arrival and ensure they are checked in using the appropriate systems.
-
Keep patients informed about waiting times or clinic delays.
-
Provide non-clinical information regarding clinic times, directions, and processes.
Administration and Systems -
Input and update patient details accurately on electronic systems.
-
Manage appointment scheduling, cancellations, and rebookings.
-
Ensure all paperwork, referrals, and notes are processed or forwarded correctly.
-
Prepare clinic documentation and assist in filing or scanning as required.
Team Support -
Work closely with clinicians, nurses, and fellow admin staff to ensure clinic efficiency.
-
Cover for other reception team members during absence or peak periods.
-
Participate in team meetings and contribute to service improvements.
Service Excellence and Patient Experience -
Demonstrate empathy and understanding, particularly when dealing with patients managing long-term conditions such as diabetes.
-
Adhere to Trust values and support the delivery of high-quality patient-centred care.
Please see attached job description and person specification for further details regarding this vacancy
Person Specification
Training & Qualifications
Essential
- Possess at least 5 GCSEs or equivalent at grade C/4 or above
Experience
Essential
- Proven office administration experience
- Customer Service Skills
Desirable
- Experience of clinic reception work
- Knowledge of hospital IT systems eg: Medway PAS, Notis
Communication skills
Essential
- Ability to communicate in a clear and effective manner with Patients and colleagues
Analytical & Judgement Skills
Essential
- Exercise judgement and know when to seek advice when dealing with patient enquiries
- Understand the importance of confidentiality
Planning & Organisation
Essential
- Evidence of planning and organising of routine tasks and own time management
- Ability to work within the designated Standard Operating Procedures to ensure consistent Trust wide practice
Person Specification
Training & Qualifications
Essential
- Possess at least 5 GCSEs or equivalent at grade C/4 or above
Experience
Essential
- Proven office administration experience
- Customer Service Skills
Desirable
- Experience of clinic reception work
- Knowledge of hospital IT systems eg: Medway PAS, Notis
Communication skills
Essential
- Ability to communicate in a clear and effective manner with Patients and colleagues
Analytical & Judgement Skills
Essential
- Exercise judgement and know when to seek advice when dealing with patient enquiries
- Understand the importance of confidentiality
Planning & Organisation
Essential
- Evidence of planning and organising of routine tasks and own time management
- Ability to work within the designated Standard Operating Procedures to ensure consistent Trust wide practice
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.