Job summary
The post holder, as a member of the Outpatient Service Team, has the responsibility for providing a high quality and comprehensive range of administrative and reception duties.
The post-holder will have responsibility for ensuring a high quality cost-effective and efficient service to Outpatient users. They will work with the multi-disciplinary team in delivering an excellent patient and user experience.
Main duties of the job
We are seeking a professional and approachable individual to join our Clinic Reception team. As the first point of contact, you will provide excellent customer service, register patients on EPIC, manage enquiries, and ensure patients are kept informed and treated with respect and dignity.
You will also support appointment booking in line with Trust policies and RTT targets, maintain accurate records, handle calls and queries efficiently, and work collaboratively with colleagues to ensure a smooth and positive patient experience while upholding confidentiality at all times.
About us
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Job description
Job responsibilities
In this role, you will act as the first point of contact for patients, visitors, and carers, ensuring they are welcomed with kindness, respect, and dignity at all times. You will communicate effectively with multidisciplinary teams and provide a high standard of customer service within the outpatient environment. Responsibilities include registering patients on the Trusts Electronic Patient Records System (EPIC), supporting the use of self-check-in kiosks, and assisting with outpatient-related queries. You will also ensure patient information is accurate and up to date, respond to general enquiries in a timely and courteous manner, and keep patients informed of any delays, escalating concerns where appropriate.
You will be responsible for managing incoming telephone calls promptly and effectively, as well as handling complaints in a professional and efficient manner. The role requires an understanding of the diverse needs of the patient population, providing appropriate support when needed, and arranging hospital transport in line with Trust and local policies. You will also complete attendance claim forms and maintain strict confidentiality and data protection standards within the clinic setting.
In addition, you will play a key role in appointment booking, delivering a courteous and efficient follow-up service for patients. This includes scheduling appointments in line with Trust Access Policy and Referral to Treatment (RTT) targets, ensuring all data is accurately recorded on EPIC, and linking appointments to the correct referral or clinical pathway. You will work collaboratively with patients, clinical teams, and administrative colleagues to resolve booking queries and ensure a smooth and effective service.
Job description
Job responsibilities
In this role, you will act as the first point of contact for patients, visitors, and carers, ensuring they are welcomed with kindness, respect, and dignity at all times. You will communicate effectively with multidisciplinary teams and provide a high standard of customer service within the outpatient environment. Responsibilities include registering patients on the Trusts Electronic Patient Records System (EPIC), supporting the use of self-check-in kiosks, and assisting with outpatient-related queries. You will also ensure patient information is accurate and up to date, respond to general enquiries in a timely and courteous manner, and keep patients informed of any delays, escalating concerns where appropriate.
You will be responsible for managing incoming telephone calls promptly and effectively, as well as handling complaints in a professional and efficient manner. The role requires an understanding of the diverse needs of the patient population, providing appropriate support when needed, and arranging hospital transport in line with Trust and local policies. You will also complete attendance claim forms and maintain strict confidentiality and data protection standards within the clinic setting.
In addition, you will play a key role in appointment booking, delivering a courteous and efficient follow-up service for patients. This includes scheduling appointments in line with Trust Access Policy and Referral to Treatment (RTT) targets, ensuring all data is accurately recorded on EPIC, and linking appointments to the correct referral or clinical pathway. You will work collaboratively with patients, clinical teams, and administrative colleagues to resolve booking queries and ensure a smooth and effective service.
Person Specification
Education, Knowledge & Experience
Essential
- Demonstrable level of administrative experience at a high level of competence acquired through both training and experience.
- Educated to GCSE level or equivalent, including Grade C or higher in English.
Desirable
Person Specification
Education, Knowledge & Experience
Essential
- Demonstrable level of administrative experience at a high level of competence acquired through both training and experience.
- Educated to GCSE level or equivalent, including Grade C or higher in English.
Desirable
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.
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).
Additional information
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.
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).
